Help Center
Frequently Asked Questions
Answers about our made-to-order products, shipping, payment, returns, and exchanges.
About Our Products
Are your products made to order?
Yes. Every product on xylvaxhydra.shop is printed to order. Once you place an order, your item is produced upon order specifically for you, then shipped. This is why our items go through a short production window before delivery.
What products do you sell?
We offer adult apparel, jerseys, shoes, and hoodies. Each design is made to order in the size you select at checkout.
Can I change or cancel my order?
Because items are produced upon order, changes and cancellations are only possible before production begins. Email us with your order number as soon as possible. Once production has started, the order can no longer be changed or cancelled.
How do I choose the right size?
Check the size details on each product page before ordering. If your item doesn’t fit, you can return it within 30 days with free return shipping for sizing returns.
Shipping Questions
How long does shipping take?
Because each item is made to order, orders are produced within 2–5 business days. Once shipped, delivery typically takes 3–5 business days, for a total of 5–10 business days from your order date. You’ll receive a tracking number by email once your order ships.
How much is shipping?
Shipping is a flat $4.95 per order to anywhere we deliver in the United States.
Which carrier will deliver my order?
We ship via USPS, UPS, or FedEx depending on your location and order. The specific carrier and tracking number will be included in your shipping confirmation email.
Do you ship internationally?
No. We ship within the United States only — all 50 states including Alaska and Hawaii.
Do you ship to P.O. Boxes or APO/FPO addresses?
No. We’re unable to ship to P.O. Boxes, APO/FPO/DPO addresses, US territories, or international destinations.
How do I track my order?
Once your order ships, we email you a tracking number so you can follow it until delivery. If it hasn’t arrived and tracking shows no movement, contact us within 7 days of the estimated delivery date.
Payment Questions
What payment methods do you accept?
We accept PayPal, which allows you to pay using your PayPal balance or major credit/debit cards (Visa, Mastercard, American Express, Discover) through PayPal Guest Checkout — no PayPal account required.
Is my payment secure?
Yes. Payments are processed through PayPal under PCI-DSS standards. We never store your full card details on our servers.
Do you charge sales tax?
The price displayed is the final product price. Any applicable sales tax, if required by your state, will be calculated at checkout.
Returns Questions
Do you accept returns for non-defective items?
Yes. We accept returns for both defective and non-defective items within 30 days of delivery, provided items are unworn, in original packaging with all tags attached.
Do you accept exchanges?
Yes. We accept direct exchanges within 30 days of delivery. Email us with your order number and the item you’d like to exchange for — we’ll send a free prepaid return label.
How do I get a return label?
Email support with your order number. Our team will send you a prepaid return label within 1 business day — at no cost to you. Download and print the label, then drop off the package at any USPS, UPS, or FedEx location.
Do I pay for return shipping?
For change-of-mind and sizing returns, return shipping is free — we provide a free prepaid label. The original $4.95 shipping fee is non-refundable except when an item is defective or the wrong item was sent.
When will I get my refund?
After we receive and inspect your return, refunds are processed within 2 business days. Your bank or PayPal may take an additional 3–5 business days to post it.
Still have a question? Email [email protected] and we’ll reply within one business day, or visit https://xylvaxhydra.shop.