We understand you're eager to receive your order. To track the status and location of your order, please follow these steps:

Log in to your account: If you created an account during checkout, log in to your account on our website.

Check your email: Look for an email confirmation from us with a tracking number. Click on the tracking link provided in the email.

Reach out to the carrier: Before reaching out, consider contacting the carrier using the tracking number. It provides real-time information on your shipment's location and estimated delivery date.

Visit the order tracking page: If you don't have an account or can't find the email, visit our order tracking page on our website. You'll need to enter your order number and email address.

Contact our customer support: If you're still unable to locate your order or have questions, don't hesitate to reach out to our customer support team. They will be happy to assist you and provide you with the latest information on your order's whereabouts.

While we understand that changes to orders may be necessary from time to time, our policy is to process orders promptly to ensure timely delivery. Unfortunately, once an order is placed, we cannot make modifications or cancellations. However, you have the option to initiate a return for items you no longer want once they arrive at your destination. Additionally, you can place a new order to get the items you intended to include in your original purchase.

We appreciate your understanding and encourage you to review your order carefully before finalising it to ensure it meets your needs.

Initiating a Return:

If you find yourself no longer in need of the items you've ordered, you can easily initiate a return through the customer portal. Follow these simple steps:

1. Log in to your customer portal on our website.
2. Locate the specific order containing the items you'd like to return.
3. Click on the order to access its details.
4. Select the items you wish to return.

Return Process:

Once you've completed the selection of items for return, our system will initiate the return process. Within 24-48 hours, you will receive an email containing a return shipping label along with the tracking number for the returning parcel.

To ensure a smooth return process, please adhere to the following guidelines:

• Carefully package the items you're returning, ideally in their original packaging.
• Securely attach the provided return shipping label to the package.
• Drop off the package at the nearest carrier location or arrange for a pickup, following the carrier's instructions.

The processing time for refunds may vary depending on your chosen payment method and the time required for inspection upon receiving the returned items. Rest assured, we are committed to processing refunds as swiftly as possible.

If you have any questions or require further assistance, please don't hesitate to reach out to our customer support team.

While we understand the desire to take advantage of discounts and promotions, we kindly ask that you enter your discount codes during the checkout process to ensure they are applied correctly.

Unfortunately, we cannot add discount codes to orders after they've been successfully placed. Our system is designed to process orders efficiently, and discount codes must be entered during the checkout process.

At X-BIONIC, we believe in transparency and want to provide you with insights into why orders may occasionally be canceled. In this article, we'll explain the three most common reasons for order cancellations:

1. Fraudulent Orders:

We take security seriously to protect both our customers and our business. Sometimes, orders are flagged as potentially fraudulent during our security checks. In such cases, we must cancel the order to prevent unauthorized transactions and safeguard your financial information. If you believe your order was canceled in error, please contact our customer support team for further assistance.

2.  Consignee absence and/or returned to sender:

If the delivery attempt is unsuccessful, and the consignee (recipient) is absent or unable to receive the parcel, it may be returned to the sender. To prevent any inconvenience, we recommend tracking your order and reaching out to the carrier in charge of delivering your order. We also recommend ensuring someone is available to receive it during the scheduled delivery window.

3. Item Unavailability and Partial Delivery Constraints

Occasionally, items may become unavailable after you place your order due to high demand or unexpected stock issues. In such cases, we may need to cancel the order entirely because partial delivery is not feasible at the moment. We understand this can be disappointing and apologize for any inconvenience caused. Our customer support team can assist you in exploring alternative products or arranging a refund for the unavailable items.

If you haven't received your order, but the carrier claims it's been delivered, here are the steps to follow:

1. Contact the carrier: Reach out directly to the carrier responsible for delivering your parcel. Use the provided tracking information to get in touch with them. Ask for proof of delivery to confirm the status of your shipment.
2. Check the delivery method: Keep in mind that all our orders are delivered against a signature, ensuring insurance coverage in case of damage or loss during transit. If you opted for delivery without a signature, please be aware that this choice waives the insurance. As a result, we may be unable to replace or refund your order if it's lost or damaged during delivery.
3. Review the proof of delivery: Once you receive the proof of delivery, carefully examine the details to ensure it matches your address and confirms that you or an authorized recipient signed for the package. If there are discrepancies or concerns, relay this information to the carrier.
4. Contact us if needed: If you've followed these steps and continue to face issues, please get in touch with our customer support team. We will assist you in resolving the situation and exploring any available options.

At X-BIONIC®, we strive to ensure that your orders are delivered accurately and complete. However, we understand that occasional discrepancies can occur, resulting in missing products in your parcel. In this article, we will guide you through the steps to take if you encounter this issues.

1. Checking for Missing Products:

How can I determine if there are missing products in my parcel?

Upon receiving your parcel, we recommend following these steps to check for missing products:

• Carefully inspect the contents of the package and compare them to the packing slip or invoice enclosed.
• Check inside packaging materials, such as bubble wrap or boxes, to ensure no items were overlooked.
• Verify that any items listed as included in your order are indeed present.

2. Contacting Customer Support:

What should I do if I discover missing products in my parcel?

If you identify missing products in your parcel, please reach out to our customer support team immediately. You can contact us through our website's contact form. 

We are committed to resolving the issue promptly and ensuring you receive the missing items or a suitable solution.

What information should I provide when contacting customer support about missing products?

To assist us in resolving the issue efficiently, please have the following information ready:

• Your order number.
• A description of the missing items, including item names, quantities, and any specific details that may be relevant.
• Clear photographs of the parcel and its contents, including any packaging materials and labels.

We understand that discovering missing products in your parcel can be frustrating, and we apologize for any inconvenience it may cause. Our commitment is to address the issue swiftly and provide you with the missing items or a suitable resolution. If you encounter this issue or have any concerns about your order, please don't hesitate to contact our customer support team.

Once your order has been confirmed, we strive to prepare it for dispatch promptly. Typically, your order will be prepared for shipment within the next business day. However, if you place an order between Friday and Sunday, please be aware that dispatching the parcel may take up to 48 hours.

Once the carrier picks up your parcel, you should receive a confirmation email containing the tracking information. We recommend referring to this tracking link to keep an eye on your parcel's progress and contacting the carrier directly if you encounter any delays or unforeseen circumstances.

Please note: Our warehouse operations are not active on national holidays, and this may result in unexpected delays in the shipping process.

We appreciate your understanding and patience in such cases. If you have any further questions or concerns about your order's shipping status, feel free to reach out to our customer support team for assistance.

We believe in keeping you informed throughout your order's journey. Here's what you need to know about our order notification emails and tracking:

Order Confirmation Email:

• After placing your order, you will receive an email confirming your purchase. This email serves as your order receipt.

Parcel Pickup Notification:

• Once your parcel is picked up by the carrier, we will send you a notification to let you know that your order is on its way.

Parcel Delivery Notification:

• When your parcel is about to be delivered, the carrier will send you another email to help you prepare for its arrival.

Important Tips:

• To ensure a smooth delivery experience, please provide a valid phone number and verify your email address during checkout.
• If any issues with the delivery arise, refer to the carrier directly with your tracking number for status updates, arranging a new delivery, authorising delivery without signature, etc.

We're committed to making your shopping experience hassle-free. If you have any questions or encounter unexpected circumstances, please reach out to our customer support team.

You can choose Express Shipping at checkout for priority handling and faster delivery. The flat fee is 20 USD / 20 EUR / 20 CHF / 20 GBP (or the equivalent in your local currency).

Express must be selected during checkout. It cannot be added afterwards or once your parcel is already in transit.

Initiating a Return:
You can easily initiate a return through our returns portal. Follow these steps:

• Log in to the returns portal.

• Use your order ID and the email address you used to place the order.

• Once logged in, select the items you'd like to return and provide the reason for return.

• Choose your preferred return shipping method.

• If a return shipping fee applies, it will be communicated during the return process.

• Download the return shipping label from the portal and follow the instructions provided to return the parcel. The return shipping label will also be sent to you via email.

Return Process:
To ensure a smooth return process, please adhere to the following requirements:

• Carefully package the items you're returning in their original packaging.

• Securely attach the provided return shipping label to the package.

• Drop off the package at the nearest carrier location or arrange for a pickup, following the carrier's instructions.

The processing time for refunds can take up to 14 working days but may vary depending on your payment method and the time required for inspection upon receiving the returned items. Rest assured, we are committed to processing refunds as swiftly as possible.

If you have any questions or need further assistance, please don't hesitate to contact our customer support team.

We offer free returns worldwide within 30 days from the date of delivery.

If you’d like a faster option, you can choose Express Returns for a flat fee of 10 EUR / 10 USD / 10 GBP / 10 CHF.
For all other countries where these currencies do not apply, the fee will be charged as the equivalent of 10 EUR in your local currency at checkout.

Return Conditions

• Items must be unworn, unwashed, and undamaged

• All original tags and packaging must be included

• Returns must be registered and shipped within 30 calendar days of delivery

• If items show signs of use, wear, washing, or damage, we may deduct up to 20% from your refund depending on the condition

Refunds

• Refunds are processed within up to 14 business days after inspection

• Refunds are always sent back to your original payment method

• You’ll receive an email confirmation once your refund is complete

Canadian Duties & Taxes Refund

• For orders delivered to Canada, customers are entitled to a full refund of Duties & Taxes on eligible returned items, subject to and in accordance with the applicable return conditions set out in this policy.

Can I exchange an item?

At the moment, exchanges are not possible. If you ordered the wrong size, color, or product, simply return it and place a new order. You will receive a full refund for the returned item.

How to start a return

You can easily initiate your return through our Return Portal:

1. Go to the Return Portal.

2. Enter your order number and the email address you used at checkout.

3. Select the items you want to return and choose a return reason.

4. Select your preferred return method.

   • If return costs apply (e.g., for Express), they will be shown before you confirm.

5. Download the return label directly from the portal and follow the instructions. You’ll also receive the label by email.

How to return your items

• Pack the items securely, ideally in the original packaging.

• Make sure all product tags are still attached.

• Place the return label clearly on the outside of the package.

• Drop the package off with the carrier or schedule a pickup.

When will I receive my refund?

• Returns usually reach us within 4–5 business days.

• We then need up to 14 business days to check the items and process your refund.

• Refunds are always made to the original payment method.

• You’ll receive an email confirmation once the refund is complete.

Free Returns Worldwide
We offer free returns worldwide within 30 days from the date of delivery.

If you’d like a faster option, you can choose Express Returns for a flat fee of 10 EUR / 10 USD / 10 GBP / 10 CHF.
For all other countries where these currencies do not apply, the fee will be charged as the equivalent of 10 EUR in your local currency at checkout.

Return Conditions

• Items must be unworn, unwashed, and undamaged

• All original tags and packaging must be included

• Returns must be registered and shipped within 30 calendar days of delivery

• If items show signs of use, wear, washing, or damage, we may deduct up to 20% from your refund depending on the condition

Refund Timeline

• Refunds are processed within up to 14 business days after inspection

• Refunds are always sent back to your original payment method

• You’ll receive an email confirmation once your refund is complete

Your refund will be processed with care and efficiency, typically within 14 working days from the moment your returned items arrive at our warehouse. To get a more accurate estimate of when you can expect your refund, we recommend referring to the tracking information from your return. Please keep in mind that refund processing times may vary depending on the delivery times of the carrier used for the return shipment.

We understand the importance of a prompt resolution, and we're committed to ensuring you receive your refund as quickly as possible. If you have any further questions or concerns regarding your refund, please don't hesitate to reach out to our customer support team. We're here to assist you throughout the refund process and ensure your satisfaction.

Refunds are typically issued through the same payment method used for the original purchase. For example, if you paid via credit card, the refunded amount will be credited back to your credit card.

X-BIONIC apparel and X-SOCKS products are made with technical yarns and performance-driven constructions designed to support comfort, temperature regulation and freedom of movement in demanding conditions. Proper care helps preserve these features over time.

How to wash X-BIONIC apparel and X-SOCKS

Wash your garments at 30°C or 40°C using the lowest spin cycle and sports detergent only.

This helps protect the technical structure of the yarns and reduces unnecessary wear.

Which detergent should I use?

For regular X-BIONIC apparel and X-SOCKS products, use a sports detergent.

For products containing wool, use a special wool detergent.

What should I avoid?

To protect the performance of your garments, please avoid:

• Bleach
• Fabric conditioner
• Softener
• Tumble drying

These can damage the fibres and affect the technical performance of the product.

Can I wash X-BIONIC garments by hand?

We do not recommend hand washing.

Even though it may seem gentler, rubbing, wringing or twisting by hand can place too much mechanical stress on the yarns. For delicate items, use your washing machine’s wool or hand wash program with the lowest spin cycle instead.

Best care routine at a glance

To care for your X-BIONIC apparel and X-SOCKS correctly:

• Wash at 30°C or 40°C
• Use sports detergent
• Use wool detergent for wool-containing products
• Select the lowest spin cycle
• Use the wool or hand wash machine program for delicate items
• Air dry only

Why proper care matters

Technical sportswear is different from everyday clothing. Its yarns, structures and compression zones are designed to perform under load. Washing it correctly helps maintain fit, comfort and function for longer.

TerraSkin shoes are built for control, grip and confidence on uneven terrain. Proper care helps keep your shoes performing as intended and can extend their lifespan.

How should I clean my TerraSkin shoes?

Clean your TerraSkin shoes by hand only.

After use, remove loose dirt, mud and debris with a soft brush or cloth. If needed, use lukewarm water and a small amount of mild detergent to clean the upper and outsole.

Avoid aggressive scrubbing, as this may damage the materials.

Can I wash TerraSkin shoes in the washing machine?

We do not recommend machine washing TerraSkin shoes.

Machine washing can damage the upper, affect the shape of the shoe and put unnecessary stress on bonded or technical components.

How should I dry my trail running shoes?

Let your shoes air dry naturally at room temperature.

If the inside is wet, remove the insoles and loosely fill the shoes with paper to help absorb moisture. Replace the paper if needed.

Do not dry your shoes on a heater, radiator, in direct sunlight or in a tumble dryer, as excessive heat can damage materials and affect fit and performance.

What should I avoid?

To protect your TerraSkin shoes, please avoid:

• Machine washing
• Tumble drying
• Direct heat sources
• Bleach or harsh cleaning products
• Long soaking

These can damage the materials and shorten the lifespan of the shoe.

How often should I clean trail running shoes?

Clean your TerraSkin shoes after muddy or especially dirty runs, and remove dirt regularly before it dries deep into the material. Basic care after each use helps keep the shoes in better condition over time.

Best care routine at a glance

To care for your TerraSkin shoes correctly:

• Clean by hand only
• Use a soft brush or cloth
• Use lukewarm water and mild detergent if needed
• Remove the insoles before drying
• Let them air dry naturally
• Avoid machine washing, tumble drying and direct heat

Why proper shoe care matters

Trail running shoes are exposed to mud, moisture, rocks and repeated impact. Regular cleaning helps preserve materials, maintain comfort and keep your shoes ready for the next run.

We take pride in delivering high-quality products. As part of our commitment to providing exceptional service, we offer a warranty to protect your purchase.

Two-Year Warranty

We provide a two-year warranty on all X-BIONIC products from the date of purchase. This warranty covers manufacturing defects and faults in materials, ensuring that our products perform as intended.

Warranty Claims for Items Purchased Elsewhere 

Please note that our warranty policy only applies to products purchased directly from www.x-bionic.com or authorized X-BIONIC retailers. Warranty claims for items purchased from unauthorized sellers or third-party platforms are not covered under our warranty.

Proof of Purchase 

To process a warranty claim, a valid proof of purchase is required. This could be the order confirmation or receipt from www.x-bionic.com or an authorized X-BIONIC retailer. Without this documentation, we will be unable to proceed with the claim.

Submitting a Warranty Claim

If you believe that your X-BIONIC product is eligible for a warranty claim, please reach out to us and provide the following details:

• Detailed explanation of the issue
• Attach a clear photo of the defect (if applicable)
• Proof of purchase if purchased through an external retailer (order confirmation or receipt)

Evaluation Process 

Once we receive your claim, our team will carefully evaluate the information provided. We may ask for additional details or photos to assess the situation thoroughly.

Resolution

 If your warranty claim is approved, we will proceed with one of the following solutions:

• Replacement: If the product cannot be repaired, we will offer a replacement with an equivalent or similar item.
• Refund: In certain cases, a refund may be provided based on our evaluation.
• Repair: Momentarily, we do not offer a service to repair damaged items.

Please note that the final decision on warranty claims lies with X-BIONIC. Our warranty does not cover damages resulting from misuse, accidents, unauthorised alterations, or normal wear and tear.

We hope this policy provides clarity and assurance regarding your X-BIONIC purchase. Should you have any questions or concerns, please do not hesitate to contact our customer support team.

You can pay for your order using a credit card, PayPal, Meta Pay, Amazon Pay, Google Pay, Shop Pay, and Apple Pay, and Klarna. Additional payment methods will be added in the future.

We take the security of your personal information seriously, and for your protection, we do not store credit card information on our site. However, we offer a secure and convenient feature called "Shop Pay" or "Shopify Pay" that allows you to securely save your payment information for faster checkout on our store.

Your payment details are encrypted and stored by Shopify's trusted payment gateway, ensuring a safe and seamless shopping experience.

No, we do not charge any additional fees for using a credit card as a payment method. The total amount you see during the checkout process is the final amount you will be charged.

If your credit card payment is declined, please double-check the card details you entered for accuracy. Ensure that the card has not expired and that the billing address matches the information on file with your card issuer. If the issue persists, please contact your card issuer for further assistance or our customer service team.

Accessing your customer portal is a simple and secure process designed to provide you with easy access to all your order-related information. Here's a step-by-step guide:

1. Visit Our Website: Go to www.x-bionic.com
2. Locate Customer Portal: Click on the head icon on the top right corner of the page and you will be directed to the login page. Here, you will need to enter the email address that you used to place your order. Please make sure it's the same email associated with your account.
3. Check Your Email: After entering your email, you will receive a 6-digit verification code sent to your email inbox. This code is used to confirm your identity and ensure the security of your account.
4. Enter the Verification Code: Retrieve the 6-digit code from your email and enter it in the designated field on the login page.
5. Access Your Customer Portal: Once you've entered the correct verification code, you'll be granted access to your customer portal, where you can find all your order-related information, including order history, tracking details, and more.

Note: No password is required to access your customer portal, enhancing the ease and security of the process. By using the verification code sent to your email, we ensure that only you have access to your account and order details.

If you encounter any difficulties accessing your customer portal or have any questions about your orders, please feel free to contact our customer support team.

If your order is not listed on your customer portal, This quick guide should help you find your missing order details in no time. 

Follow these simple steps:

1. Use the Same Email: Ensure you're using the same email address you used to place your order.
2. Check Spam/Junk: Sometimes, order emails may end up in spam or junk folders. Check there.
3. Contact Customer Service: If the issue persists, reach out to our customer service team with your order ID and order placement date for assistance.

When purchasing from a retailer, the likelihood of receiving a faulty or counterfeit product is almost zero, especially if it's from an authorized retailer. However, to ensure the authenticity of the garments, here are a few tips:

Inspect the Garments: Look for the sewn-in information tag, usually located on the inside of the lower belly area. This tag will provide details about the manufacturing country and technical composition of the fabric.

Check the Unique SKUs: Each of our garments has a unique SKU (Stock Keeping Unit) that helps identify the product. You can cross-reference this SKU with the products listed on our official website to confirm authenticity.

Compare Visuals: Our website provides a reliable point of reference for product visuals. You can compare the design, materials, and features with the product you intend to purchase. Since there are very few manufacturers capable of reproducing our technology, any irregularities should be noticeable.

By following these steps, you can be confident in the authenticity of your purchase. If you are still having doubts about the authenticity of your product, feel free to reach out to us through the contact form.

Test a pair of TerraSkin shoes for up to 30 days, risk-free. Unleash them on the trail or out in the wild. Push them to the limit.

The 30-day trial period starts on the day your shoes are delivered. If after 30 days you are not satisfied, you can return the shoes for a full refund.

Conditions

• Applies to one pair of TerraSkin shoes per customer.
• Only one worn pair is eligible for a full refund.
• If multiple pairs are ordered:
  • Only one worn pair can be refunded in full.
  • Unworn pairs are refunded under the standard return policy.
  • Any additional worn pairs may not be eligible for a full refund.
• Standard return and warranty policies also apply.

How to return

1. Complete the TerraSkin Grip Guarantee Survey.
2. Register your return through the Return Portal.
3. Send back the shoes following the regular process.

Refunds are issued to the original payment method within 14 business days after the return is received, in line with our standard Terms & Conditions