{"id":7392,"date":"2020-05-13T16:51:30","date_gmt":"2020-05-13T16:51:30","guid":{"rendered":"https:\/\/xemodex.com\/us\/?page_id=7392"},"modified":"2023-07-27T17:00:32","modified_gmt":"2023-07-27T21:00:32","slug":"faqs","status":"publish","type":"page","link":"https:\/\/xemodex.com\/us\/faqs\/","title":{"rendered":"FAQ&#8217;s"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-page\" data-elementor-id=\"7392\" class=\"elementor elementor-7392\" data-elementor-settings=\"[]\">\n\t\t\t\t\t\t<div class=\"elementor-inner\">\n\t\t\t\t\t\t\t<div class=\"elementor-section-wrap\">\n\t\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-207dca8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"207dca8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t\t\t<div class=\"elementor-row\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-1f4db5f\" data-id=\"1f4db5f\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-column-wrap elementor-element-populated\">\n\t\t\t\t\t\t\t<div class=\"elementor-widget-wrap\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-931e8e7 elementor-widget elementor-widget-heading\" data-id=\"931e8e7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Frequently Asked Questions<\/h1>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3baecc0 elementor-widget elementor-widget-accordion\" data-id=\"3baecc0\" data-element_type=\"widget\" data-widget_type=\"accordion.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t<div class=\"elementor-accordion\" role=\"tablist\">\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-6251\" class=\"elementor-tab-title\" data-tab=\"1\" role=\"tab\" aria-controls=\"elementor-tab-content-6251\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" href=\"\">SHIPPING<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-6251\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"1\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-6251\"><p><span style=\"color: #67ad45;\"><strong>How do I ship my part to your facility for repair?<\/strong><\/span><\/p><p>Please refer to our page \u201cHow our shipping works\u201d <a href=\"https:\/\/xemodex.com\/us\/how-to-place-an-order\/\"><strong>here<\/strong><\/a>.<\/p><p><strong><span style=\"color: #67ad45;\">My order has not arrived on time but I paid for overnight shipping. Will I be refunded?<\/span><\/strong><\/p><p>If your package had a time guarantee but did not arrive on time, please contact our customer service team at 1-888-712-2525. We will open a case to the courier. If the courier provides us with a refund, we will pass it along to you. It is typically only one way shipping that ever gets refunded.<\/p><p>Delays due to bad weather or customs are out of our control and will not be refunded.<\/p><p>Delays due to an error on our end will be addressed on a case by case basis, and it will be at the discretion of XeMODeX on how to proceed.<\/p><p><strong><span style=\"color: #67ad45;\">Are international shipments subjected to Duties and Taxes?<\/span><\/strong><\/p><p><strong>Shipments leaving XeMODeX across international borders (other than US)<\/strong><\/p><p>Almost all shipments crossing international borders are subject to the assessment of duties and taxes imposed by the importing country\u2019s government. These fees are the sole responsibility of the receiver. The shipping charges by XeMODeX do not include these fees. XeMODeX shipping charges only cover transportation costs.<\/p><p>A shipment\u2019s duty and tax amount may be based on: Product value, Trade agreements, Country of manufacture, Use of the product, and\/or the products Harmonized System (HS) code.<\/p><p>Customs officials assess duties and taxes based on the information provided on the air waybill, the commercial invoice, and other relevant documents.<\/p><p><strong>Inbound Shipments to XeMODeX<\/strong><\/p><p>The modules coming in inbound to XeMODeX are coming in for repair, and are valued as used defective parts ($10 each). Should you decide to ship the part on your own and\/or declare the value of the part at more than $10, customs will charge us duties and taxes based on the dollar value that you have declared. Any fees incurred will be the sole responsibility of the shipper. Once we have received the bill confirming the total amount of charges and before anything is processed, we will email you a copy of the charges we have incurred to ensure you are aware of what will be charged.<\/p><p><span style=\"color: #67ad45;\"><strong>Do you ship packages during the Holidays?<\/strong><\/span><\/p><p>No. Our shipments are sent through an external courier, so please keep that in mind when you are placing an order during the Holidays. 2023 Holiday closure dates for Canada and US:<\/p><p><strong>Canada<\/strong><br \/>New Year\u2019s Day \u2013 January 1<br \/>Family Day \u2013 February 20<br \/>Good Friday \u2013 April 7<br \/>Victoria Day \u2013 May 22<br \/>Canada Day \u2013 July 1<br \/>Civic Holiday \u2013 August 7<br \/>Labour Day \u2013 September 4<br \/>Thanksgiving Day \u2013 October 9<br \/>Christmas Day \u2013 December 25 (observed)<br \/>Boxing Day \u2013 December 26 (observed)<br \/><em>*These dates may vary depending on your Province<\/em><\/p><p><strong>United States<\/strong><br \/>New Year\u2019s Day \u2013 January 1<br \/>Memorial Day \u2013 May 29<br \/>Labor Day \u2013 September 4<br \/>Thanksgiving Day \u2013 November 23<br \/>Independence Day: July 4<br \/>Christmas Eve \u2013 December 24<br \/>Christmas Day \u2013 December 25<br \/><em>*These dates may vary depending on your State<\/em><\/p><p><span style=\"color: #67ad45;\"><strong>What happens if the courier has lost my package?<\/strong><\/span><\/p><p>If your order was lost during delivery, please contact us to make a claim. Resolutions are handled on a case by case basis and are very dependent on what part was lost.<\/p><p><strong><span style=\"color: #67ad45;\">What happens if my part is damaged when I receive it?<\/span><\/strong><\/p><p>If your part is damaged upon arrival, please contact us to report your problem so we can rectify the issue. We will work with the courier to ensure your damage claim is reviewed and processed. Further resolutions are handled on a case by case basis and are very dependent on what part was lost.<\/p><p><style>.tb_button {padding:1px;cursor:pointer;border-right: 1px solid #8b8b8b;border-left: 1px solid #FFF;border-bottom: 1px solid #fff;}.tb_button.hover {borer:2px outset #def; background-color: #f8f8f8 !important;}.ws_toolbar {z-index:100000} .ws_toolbar .ws_tb_btn {cursor:pointer;border:1px solid #555;padding:3px}   .tb_highlight{background-color:yellow} .tb_hide {visibility:hidden} .ws_toolbar img {padding:2px;margin:0px}<\/style><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-6252\" class=\"elementor-tab-title\" data-tab=\"2\" role=\"tab\" aria-controls=\"elementor-tab-content-6252\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" href=\"\">WARRANTY AND RETURNS<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-6252\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"2\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-6252\"><p><strong><span style=\"color: #67ad45;\">My product is defective but still under warranty. What do I do?<\/span><\/strong><\/p><p>In the case that our product becomes defective, XeMODeX Inc, at it\u2019s own discretion, will repair or replace the defective part. Customer\u2019s must submit a Warranty Claim Form found <strong><a href=\"https:\/\/xemodex.com\/us\/xemodex-warranty-claims-form\/\">here<\/a><\/strong> to start a warranty claim prior to sending the unit to us. In the case that the part is not repairable and no direct replacement is available, XeMODeX Inc will refund the original purchase price, less the cost of shipping.<\/p><p>Lifetime Limited Warranty coverage applies to the original purchaser and is valid for as long as he\/she owns the vehicle. Subsequent owners are covered for a period of one year from the original purchase date of the XeMODeX product\/service.<\/p><p><strong><span style=\"color: #67ad45;\">I want to start a warranty claim. Can I call instead of submitting a warranty claim form?<\/span><\/strong><\/p><p>We encourage the warranty claim form to be filled out for several reasons. First and foremost is efficiency. Having the information properly submitted for review will lead to a faster resolution than a phone call.<\/p><p>We understand that the form may not be accessible to everyone, so if you can not submit the form, please call our technical support line and explain the issues you\u2019re seeing. Please have as much information ready as possible.<\/p><p><span style=\"color: #67ad45;\"><strong>What is your Return Policy?<\/strong><\/span><\/p><p>XeMODeX Inc. manufactures and repairs highly advanced electronic automotive components, most of which are permanently programmed to a particular vehicle and become unusable and unsellable when returned. New parts can also be damaged by another malfunctioning part.<br \/>It is the sole responsibility of the purchaser to have the vehicle properly diagnosed prior to purchasing any one of our products or ordering any of our repair services. If you install our part in the car and still have the same symptoms, the chances are that a fuse was blown by the old defective part. Please consult our online trouble-shooter and FAQ questions. XeMODeX Inc. reserves the right to repair or replace the part. In cases where the part is unrepairable and no direct replacement is available, XeMODeX Inc. will refund the original purchase price, less the costs of shipping. No other refunds will be given.<br \/>Please see <a href=\"https:\/\/xemodex.com\/us\/warranty-return-policy\/\"><strong>here<\/strong><\/a> for more information regarding our warranty and return policies.<\/p><p><strong><span style=\"color: #67ad45;\">Are there any reasons why my warranty may be voided?<\/span><\/strong><\/p><p>XeMODeX Inc, at it\u2019s own discretion, will void your warranty if other components directly affect the performance of a XeMODeX replacement part.<\/p><p><strong>For example:<\/strong><br \/>\u2022 Overcharging alternator<br \/>\u2022 Short in the vehicle causing damage to the XeMODeX part<br \/>\u2022 Vehicle has been involved in an accident<br \/>\u2022 Natural disasters (Fire, Flood, Lightning, etc.)<br \/>\u2022 Part was removed and installed in another vehicle<br \/>\u2022 Vehicle was used in competitive racing<\/p><p><strong>Other scenarios in which the warranty may be voided:<\/strong><br \/>\u2022 Original core was not returned back to XeMODeX Inc within 30 days from the date of the purchase<br \/>\u2022 Direct evidence that the unit was tampered with (broken warranty seal is cut or tampered with)<\/p><p><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-6253\" class=\"elementor-tab-title\" data-tab=\"3\" role=\"tab\" aria-controls=\"elementor-tab-content-6253\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" href=\"\">WHAT IF MY MODULE DOES NOT FAIL DURING TESTING?<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-6253\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"3\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-6253\"><p>Since many issues are intermittent, or can only be tested while the module is inside a working vehicle, there can never be a 100% guarantee that a defective module will fault during our testing process. If the module does not fault, we will contact you with the test results. You will be provided with recommendations from our technicians based on the faults that you provided. In some cases, the options provided may incur additional cost. You will have the option to either proceed with one of the provided recommendations, or have the module sent back to you without proceeding with the service. If you decide to have the module shipped back to you without service, we will refund the service cost minus a $75 test fee. Please note that shipping costs cannot be refunded.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-6254\" class=\"elementor-tab-title\" data-tab=\"4\" role=\"tab\" aria-controls=\"elementor-tab-content-6254\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" href=\"\">CORE FEES<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-6254\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"4\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-6254\"><p><strong><span style=\"color: #67ad45;\">What is a core fee?<\/span><\/strong><\/p><p>We charge a core deposit fee to ensure the old defective part is sent back to us. Our business relies on steady core supply so we can remanufacture and resell these units, therefore keeping prices low. We even provide you with a pre-paid shipping label to make this process as convenient as possible.<\/p><p><span style=\"color: #67ad45;\"><strong>How do you refund the core deposit fee?<\/strong><\/span><\/p><p>After your core return package arrives at our facility, we will issue a credit directly to your credit card within 10 business days. A refund transaction email will be automatically sent to you. Your credit card company will need some time to process on their end which typically takes a few business days. After which the refund will appear on your credit card statement.<\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t\t<div class=\"elementor-accordion-item\">\n\t\t\t\t\t<div id=\"elementor-tab-title-6255\" class=\"elementor-tab-title\" data-tab=\"5\" role=\"tab\" aria-controls=\"elementor-tab-content-6255\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon elementor-accordion-icon-left\" aria-hidden=\"true\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-closed\"><i class=\"fas fa-plus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t<span class=\"elementor-accordion-icon-opened\"><i class=\"fas fa-minus\"><\/i><\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t\t\t\t<a class=\"elementor-accordion-title\" href=\"\">GENERAL<\/a>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t<div id=\"elementor-tab-content-6255\" class=\"elementor-tab-content elementor-clearfix\" data-tab=\"5\" role=\"tabpanel\" aria-labelledby=\"elementor-tab-title-6255\"><p><span style=\"color: #67ad45;\"><strong>Can I cancel my order?<\/strong><\/span><\/p><p>To cancel an order before the shipment is processed, please contact our customer service staff toll-free at 1-888-712-2525. We do not accept cancellations during the shipping period, even if the shipping takes longer than expected. The shipping times indicated are for reference purposes, and XeMODeX Inc. does not have control over any courier shipment delays that may occur once your package leaves our facility.<\/p><p><span style=\"color: #67ad45;\"><strong>Why is there another charge from XeMODeX Inc only for a few dollars on my credit card statement?<\/strong><\/span><\/p><p>Some credit card companies charge an international transaction fee. This is usually 1% or 2% of the total charged. The charge is displayed as from XeMODeX Inc. While this is the most likely case, if you see any charge by XeMODeX Inc that you did not authorize, we encourage you to contact us as soon as possible so we can help you sort it out. We take your credit card security very seriously.<\/p><p><\/p><\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Frequently Asked Questions SHIPPING How do I ship my part to your facility for repair? Please refer to our page \u201cHow our shipping works\u201d here. My order has not arrived on time but I paid for overnight shipping. Will I be refunded? If your package had a time guarantee but did not arrive on time,<br \/><a class=\"more-link\" href=\"https:\/\/xemodex.com\/us\/faqs\/\"><br \/>\n        Read More<span class=\"screen-reader-text\"> &#8220;FAQ&#8217;s&#8221;<\/span><\/a><\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_cloudinary_featured_overwrite":false},"_links":{"self":[{"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/pages\/7392"}],"collection":[{"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/comments?post=7392"}],"version-history":[{"count":42,"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/pages\/7392\/revisions"}],"predecessor-version":[{"id":40958,"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/pages\/7392\/revisions\/40958"}],"wp:attachment":[{"href":"https:\/\/xemodex.com\/us\/wp-json\/wp\/v2\/media?parent=7392"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}