Do you ship to other countries?

We ship throughout Europe, including the Canary and Balearic Islands. Recently, and in a progressive manner, we are reaching the whole world, increasing the number of countries. You can find shipments to all countries in Latin America, the United States, Canada, Nigeria, South Africa, Japan, Thailand, and, as a new addition, Australia and New Zealand. If your country is not on the list, you can send us an email at clients@xrshop.store and we will be happy to help you and manage the shipment to your country.

Can I buy from XRshop if I am from Latin America?

Yes, XRshop manages shipping to all Latin American countries. If your country does not appear at the time of shipping, contact us and we will manage it for you in the fastest and most efficient way so that you can obtain any of our products or services regardless of the country. We are finalizing the implementation of all Latin American countries in the shipping system.

What are the shipping costs to Latin America?

Shipping costs include transport and insurance for your order to the indicated delivery address. The amount is calculated based on the destination and the weight of the shipment, which is calculated automatically during the checkout of your order.

Please remember that customs duties and/or local taxes and fees are not included. In the event that it is necessary to pay taxes in advance, the transport agency itself will contact you to indicate all the steps.

In case you have any questions, need help or documentation, you can send us an email at clients@xrshop.store and we will be happy to help you.

Is shipping to the Canary and Balearic Islands free?

Shipping to the Canary and Balearic Islands is calculated based on the destination and weight of the shipment, which is calculated automatically during the checkout of your order.

During this final payment process, the total price to be paid will appear, including the sum of the product and transport, adjusting the latter to the lowest and most competitive price possible.

What is the purchasing process if I am from a country outside of Spain?

Select your preferred currency from the dropdown menu.

Search for and find the product that best fits your needs among the wide variety of products in the Extended Reality sector in our online store.

Add the desired product to the cart (you can repeat this step with the rest of the products you wish).

Once you have selected all the products, go to “Your Cart” to review all the selected items. In this section, you can modify quantities as well as remove items.

At the bottom of “Your Cart” you will find the shipping calculator. You only need to enter your country and postal code so that the application can automatically calculate the shipping price.

Once the previous steps are completed, the total price to be paid for the product with the sum of the shipping will appear. We will proceed to click on “Checkout”.

On the next screen, you will be asked to fill in all the fields in order to generate the invoice.

Once all the information fields are filled in, you must proceed to “Continue to shipping”.

In the shipping section, you can select the same billing address or add a new one for delivery. Select the shipping option that best suits you and continue to “Continue to payment”.

In this last section, you will see a summary of all the previous data and all that remains is to select the payment method that suits you best.

Once you have made the payment, you will receive a notification via email with the summary of your order.

Finally, the moment your order has been prepared and the shipping label has been generated, you will receive a new notification with the transport agency and shipping number so that you can know the status of the shipment at all times.

During the customs clearance process in your country, the taxes you must pay will be determined. DHL Express or UPS will contact you to indicate all the steps.

DHL Express and UPS offer you different delivery methods for the products, so you can select the one that best adapts to your needs.

In the event that it is necessary to pay taxes in advance, the transport agency itself will contact you to indicate all the steps.

In case you have any questions or need more information, do not hesitate to contact us via email at clients@xrshop.store

How long is the warranty on the headset?

For your information, products purchased on our website have a warranty period of three years from the delivery date for new headsets and one year if it is refurbished, for any user.

Products purchased by companies for commercial purposes will have a warranty period of six months.

For more information about the warranty period of the product, you can find it in the “Warranties” section that appears in the CONTACT section.

Is a purchase invoice generated or where can I request it?

Yes, a purchase invoice is generated. In the process of creating the account and managing the order, your tax details will be requested in order to issue the invoice. This is issued within 24/48 hours from the shipping date of your order.

In case you need your invoice, you can write us an email to the following address: clients@xrshop.store providing the order number.

How can I add or modify my account details?

For any issues with your email address, billing details, shipping details, or basic input errors, you can contact clients@xrshop.store for the pertinent modification before your order is shipped.

In case you detect that any tax information necessary to obtain the invoice for your company was missing, contact clients@xrshop.store in the same way for the modification.

How can I contact technical support?

In case you have any questions and/or incidents with a product, you can contact us via email at clients@xrshop.store. Remember to indicate your order or invoice number so that we can have all the information, and have the device's serial number on hand. Our specialist team will provide you with an answer within a maximum of 24/48 hours or will indicate the manufacturer's support contact for the pertinent management.

Will I have problems with customs in Latin America if I buy products from XRshop?

If you are from Latin America and you buy from XRshop, all products must go through customs.
We ensure that the customs process is fast and with the fewest problems for you; your only responsibility as a buyer will be to pay the local taxes, costs, and customs fees.

If I live in the Canary Islands, will the mainland VAT be charged to the final price?

Currently, in our online store, we are in the process of implementing the Canary Islands IGIC automatically, but it is not yet available; therefore, at the time of making your purchase, the 21% mainland VAT will be charged.

This does not pose any problem, as we will proceed to refund this amount (VAT) immediately after receiving your order so that you can proceed with the pertinent procedures at the customs in your location.

If you have any further questions, do not hesitate to contact us at clients@xrshop.store.

What does DNI or identity document mean when appearing in the account creation registration?

For residents of Spain, there is the national identity document (DNI), which is essential to complete the account registration.

If you do not possess this document, you can fill in the field with your country's identity document number or, failing that, omit the field with the text: “N/A”.

What does the message “Fulfillment not completed” mean when I finish my order process?

The message “Fulfillment” refers to the order issued to the warehouse to confirm the completion of the order and the pertinent management. Therefore, the “Not Completed” section will be updated in the following hours with a tracking number for tracing your product, which will already be on its way to your shipping address.

What is the delivery time for a product that is on backorder?

The moment the purchase of one of our backordered products is finalized, the internal management is carried out to have the exact date and inform the customer with total transparency. To do this, in the following days, our customer service colleagues will provide you, via the same email you registered with, the information regarding the final delivery time and the link with the tracking number.

What should I do if I receive a product damaged during shipping?

In case you receive a product damaged during transit from our warehouse to your address, we ask you to follow the following procedure so that we can manage your claim in an agile and effective manner:

1. Initial Package Review:

   • Upon receiving the package, inspect the condition of the external packaging before opening it.

   • If you observe visible damage to the packaging (tears, dents, punctures, etc.), document the condition before opening the package.

2. Required Photographs: To process your claim, we will need the following photos:

   • A clear photo of the external packaging showing the damage.

   • A photo of the damaged product where the damage is visible.

   • A photo of the inside of the package showing how the damaged product was packed.

   • In case there are transport labels visible on the packaging, please include a photo of them.

3. Contact Our Customer Service Team:

   • Send an email to [support email] with the subject: "Damaged Product Claim - [Order Number]".

   • Include in the email:

     • Your full name.

     • Order number.

     • The photos mentioned above.

     • A brief description of the observed damage.

4. Timeframe for Reporting:

   • It is important that you make the notification within the first 48 hours after receiving the package to ensure that we can manage the claim with the carrier and proceed with the most appropriate solution.

5. Claim Management Process:

• Once your notification is received, our team will review the provided information and respond within 2-3 business days.

• We will indicate the following steps, which may include:

• Product replacement.

• Refund.

• Other alternatives depending on the situation.