Returns Policy

Last updated: 15/02/2025

Return Time Frames

Standard Return Period

  • 30 days from delivery date
  • Item must be unopened and unused
  • Original packaging required
  • Receipt or order number needed

Extended Return Period

  • 60 days for softzom members
  • 90 days during holiday season (Nov-Jan)
  • Same conditions apply as standard returns

Non-Returnable Items

  • Opened supplements and nutrition products
  • Personalized or custom items
  • Digital products and programs
  • Perishable items
  • Items used or damaged by customer

Return Conditions

Acceptable Condition

Items must be:

  • Unopened and unused
  • In original packaging
  • All accessories included
  • No damage or wear
  • Hygienic seal intact (supplements)

Original Packaging Required

  • Manufacturer’s original box/container
  • All inserts and documentation
  • Warning labels and seals intact
  • UPC/barcode visible and unremoved

Documentation Needed

  • Original receipt or order confirmation
  • Return authorization number (RMA)
  • Reason for return
  • Contact information

How to Return Items

Step 1: Request Return Authorization

Contact our returns team:

  • Email: returns@xstreamora.shop
  • Online: Fill return form on website
  • Include order number and reason

Step 2: Receive RMA Number

  • Return Merchandise Authorization issued
  • Valid for 14 days from issue date
  • Print return shipping label (if provided)
  • Package items securely

Step 3: Ship Your Return

Return Address: softzom Returns Department 511 N Boardwalk,Rehoboth Beach,Delaware  19971 United States

Include in package:

  • RMA number on outside of box
  • Copy of original receipt
  • Completed return form

Return Shipping Options

Free Return Shipping

  • Defective or wrong items sent
  • Our error in order processing
  • Prepaid label provided

Customer Pays Shipping

  • Change of mind returns
  • No longer needed items
  • Ordered wrong size/flavor
  • Cost: $6.99 flat rate

Special Return Situations

Defective Products

  • Report within 48 hours of delivery
  • Full refund or replacement provided
  • Return shipping paid by us
  • Expedited processing (3-5 days)

Wrong Item Sent

  • Our mistake, we cover return costs
  • Immediate replacement shipped
  • No restocking fees applied
  • Priority handling

COD Returns

Special Process for COD Orders:

  • Contact us before returning
  • Original COD fee non-refundable
  • Return shipping customer pays
  • Cash refund not available (store credit only)

International Returns

  • Customer pays return shipping
  • May be subject to customs fees
  • Allow 4-6 weeks processing
  • Currency conversion may apply

Return Processing

Processing Time

  • Standard Returns: 5-7 business days after receipt
  • Defective Items: 3-5 business days
  • Holiday Season: Up to 10 business days
  • International: 2-4 weeks

Inspection Process

  1. Item received at returns facility
  2. Condition and eligibility verified
  3. Refund/exchange processed
  4. Confirmation email sent
  5. Refund issued to original payment method

Quality Check

  • All returned items inspected
  • Unopened condition verified
  • Packaging integrity checked
  • Expiration dates confirmed (supplements)

Restocking Fees

When Applied

  • Large equipment returns: 15% fee
  • Special order items: 20% fee
  • Opened supplements: Not accepted
  • Electronics: 10% fee

Fee Waivers

  • Defective products: No fee
  • Our shipping error: No fee
  • Member returns: 50% fee reduction

Exchange Policy

Exchange Options

  • Different size/flavor/color
  • Upgrade to higher value item
  • Downgrade with price difference refund

Exchange Process

  • Same as return process
  • Note exchange preference on form
  • Size/availability confirmed before shipping
  • Price differences handled separately

Exchange Shipping

  • Standard shipping for exchanges: FREE
  • Express shipping: Customer pays difference
  • International exchanges: Customer pays shipping

Partial Returns

Mixed Orders

  • Return individual items from larger orders
  • Partial refunds processed
  • Shipping costs adjusted proportionally
  • Remaining items fulfill as normal

Bulk/Volume Discounts

  • Partial returns may affect discount eligibility
  • Price adjustments calculated automatically
  • Customer notified of any changes

Contact Returns Department

Returns Team: Email: returns@xstreamora.shop 

5 Hours: Monday-Friday 9 AM – 6 PM EST

Return Status: Check online with RMA number Email updates sent automatically Call for status updates

Return Address: softzom Returns Department [Your Return Address] [City, State ZIP Code]

Frequently Asked Questions

Q: Can I return opened supplements? A: No, opened supplements cannot be returned for health and safety reasons.

Q: How long does a return take? A: 5-7 business days after we receive your returned item.

Q: Who pays return shipping? A: Customer pays unless item is defective or we made an error.

Q: Can I exchange for a different product? A: Yes, exchanges are available for different sizes, flavors, or products.

Q: What if I lost my receipt? A: We can look up your order with email address or phone number.

This returns policy applies to all purchases from softzom. We reserve the right to refuse returns that don’t meet our policy requirements.