Welcome to Spectrum Xcel Shop’s FAQ page. Here you’ll find answers to common questions about our products, shipping, returns, and more. If you don’t find what you’re looking for, our aquatic gear specialists are always ready to help at [email protected].
About Our Products
What types of products does Spectrum Xcel Shop specialize in?
We specialize in high-performance water sports gear for all aquatic activities. Our product range includes:
- Swim gear for men, women, boys, and girls
- Competitive swimming and triathlon equipment
- Surf gear and paddle board accessories
- Lifeguard and rescue equipment
- Water aerobics and aqua fitness gear
- Water polo equipment and snorkel gear
- Facility and deck equipment
How do I choose the right size for swimwear?
We provide detailed size charts for all our swimwear products. Please refer to the specific product page for measurements. If you’re between sizes or need assistance, our customer service team can help you find the perfect fit.
Are your products suitable for competitive swimmers?
Absolutely! We carry professional-grade swim gear designed for competitive swimmers and triathletes. Our products are selected to meet the demands of high-performance aquatic sports.
Ordering & Account Questions
How do I create an account?
During checkout, you’ll have the option to create an account by providing your email address and creating a password. This will allow you to track orders, save your shipping information, and view order history.
I forgot my password. How can I reset it?
Click on “Forgot Password” on the login page and enter your email address. You’ll receive instructions to reset your password.
Can I modify or cancel my order after placing it?
We process orders quickly to ensure fast delivery. If you need to modify or cancel your order, please contact us immediately at [email protected] with your order number. We’ll do our best to accommodate your request if your order hasn’t been processed yet.
Shipping & Delivery
Where do you ship from?
All orders are shipped from our headquarters at 2552 Corpening Drive, Royal Oak, MI 48067, USA.
What shipping options are available?
We offer two shipping methods:
- Standard Shipping: $12.95 via DHL or FedEx (10-15 days after dispatch)
- Free Shipping: On orders over $50 via EMS (15-25 days after dispatch)
Do you ship internationally?
Yes! We ship worldwide, excluding some Asian and remote regions. Whether you’re training in Europe, guarding beaches in Australia, or enjoying family swim time in North America, we’ve got you covered.
How can I track my order?
You’ll receive a shipping confirmation email with tracking information once your order is dispatched. You can track your package 24/7 using the provided tracking number.
Payments
What payment methods do you accept?
We accept:
- Visa
- MasterCard
- JCB
- PayPal
Is my payment information secure?
Absolutely. We use industry-standard encryption to protect your payment information. We don’t store credit card details on our servers.
Why was my payment declined?
Payment declines can happen for various reasons, including insufficient funds, incorrect card information, or your bank’s security measures. Please verify your information and try again, or contact your bank for assistance.
Returns & Exchanges
What is your return policy?
We stand behind every product we ship. If any item doesn’t meet your expectations, you may return it within 15 days of receipt. Items must be in original condition with tags attached. Contact us at [email protected] to initiate a return.
How long does it take to process a refund?
Once we receive your return, please allow 3-5 business days for processing. Refunds will be credited to your original payment method.
Do you offer exchanges?
Currently, we process returns for refunds only. If you need a different size or color, please place a new order after receiving your refund.
Who pays for return shipping?
Customers are responsible for return shipping costs unless the return is due to our error or a defective product.
Contact Information
For any questions not covered here, please contact our customer service team:
- Email: [email protected]
- Mailing Address: 2552 Corpening Drive, Royal Oak, MI 48067, USA
“From our waters to yours – delivering excellence in every package.”