FREQUENTLY ASKED QUESTIONS
What forms of payment do you accept?
MasterCard, Visa, and PayPal.
What is my Xanadu Kimonos size?
Click on the button below to access a general size chart for our kimonos.
What size should I pick if i'm at bottom of the size chart for my body type and weight?
Since our gis run a little bigger, we usually recommend that you go down a size if you like your gi to be on the fitted side. Some people prefer to have their gi more on the loose side and in that case, we suggest to refer to the size chart.
How much will the kimonos shrink ?
When will my order ship?
NOTE: This ONLY applies to general apparel items that are in stock. Kimonos and special releases are EXCLUDED. Kimono releases will ship within the estimated time given in the details of the product description.
Where do you ship?
We ship to most countries.
How can I cancel my order?
In an effort to get orders to our customers hands quicker, we are now processing orders to ship on the same day you make your purchase if your purchase is completed before 2PM, EST (excludes pre-orders). Our process runs pretty quickly, so the time frame in which a customer can make a change or cancel an order is extremely short.
To cancel your order before it is shipped, please contact us at email at [email protected]. We will try our best to accommodate your request. Please reference your order number.
How can I make a change to my order?
Once an order is placed, we will not accept size changes. To make any changes, your order will be canceled and you will be required to reorder within the time frame of the sale being conducted.
Customers who choose the incorrect shipping method or request a change of address will cause a delay in processing an order and/or be subject to cancellation.
Can I combine multiple orders to ship together?
Unfortunately, due to the volume of orders we receive and to prevent processing delays, we cannot combine multiple orders to ship together. Once an order is placed, changes cannot be made.
What happens if I did not receive my order?
If for some reason, you did not receive your order, please contact us via email at [email protected]. Customers will be responsible for return shipping costs for all refused and undeliverable packages, as well as, packages sent to an incorrect address. In the event a customer would like to reship his/her returned or undeliverable package, customers will be responsible for reshipping charges and applicable fees.
Can I cancel a pre-order item?
If you would like to cancel a pre-order, you must cancel on or before the stated deadline. Because pre-order items are made-to-order items, any cancellations or returns made after the deadline may be subject to a cancellation fee of ten (10%) percent of the purchase price and will be refunded in the form of merchandise credit (no exceptions).
What can cause my order(s) to be modified, placed on hold or canceled?
We reserve the right to refuse any order you place with us. At our discretion, we reserve the right to limit or cancel quantities purchased per person, per household or per order. These restrictions may include orders placed by or under the same customer account, the same name, the same credit card, Paypal account, and/or orders that use the same billing and/or shipping address, or orders using a discount code that is not permitted, or orders placed over the specified purchase limit. In the event we make a change to or cancel an order, we will attempt to notify you by contacting the e-mail and/or billing address/phone number provided at the time the order was made. We reserve the right to limit or prohibit orders that, in our sole judgment, appear to be placed by dealers, resellers or distributors.