FAQ & Information

Find out more about us and get any assistance you need

Shopping Terms

How do I get a refund?

Please make sure you read through our returns policy, prior to requesting a return or refund. Returns policy can be found here. 

Opened packages and used products cannot be returned and we cannot offer any refunds if you have removed your products from their original packaging.

To start your return process, you must send us an email with your order number, confirmation that the product has not been removed from its original packaging and reason for return.

Please email us at info@xpoleus.com. Refunds and returns can take up to 10 business days.

What if I get a double charge on my bank statement?

This is most likely a bank issue and not something we can resolve. This happens when your bank declines a charge but is holding the money temporarily. Please contact your bank, we cannot sort this issue.

What is Klarna?

Klarna is our merchant partner who offers finance plans to spread the cost of your pole.

You can find more details about the offerings from Klarna here: https://xpoleus.com/shopping-terms/klarna/

Do you ship to Hawaii, Alaska or Puerto Rico?

** HAWAII, ALASKA & PUERTO RICO – Will require additional shipping charges. Customer service representative will contact you via email or phone for additional payment. Tambien hablamos español.

Do you ship to PO Boxes or APO/Military addresses?

Fedex does not ship to P.O. Boxes. Please use your home or office address or call to place your order via US Mail.
APO/MILITARY ADDRESSES – Will require additional shipping charges. Customer service representative will contact you via email or phone for additional payment. Tambien hablamos español.

Do you accept Canadian Dollars?

No we do not. All of our transactions are in USD$

How long until my product is delivered?

In the US, pending stock availability, you can expect your item to be processed within 2-4 business days & delivery within 3-5 business days. In Canada & Mexico, pending stock availability, you can expect your item to be processed within 2-4 business days & delivered within 2-5 business days. In certain circumstances, where there is customs clearance required, delivery can take up to 10 business days, pending stock availability and local customs clearance rules. If items are out-of-stock, delivery will be arranged when we receive shipment.

Do you offer finance?

Yes we do. We offer installment plans through Klarna. Just choose the option when you check out.

You can find more information here: https://xpoleus.com/shopping-terms/klarna/

Do you offer an upgrade service?

Yes we do – please contact our sales team at info@xpoleus.com or call us on +1-818-924-3576

How much does an X-FLY weigh?

The X-POLE X-FLY flying pole weighs approximately 40lbs

How much does a LyraPole weigh?

The X-POLE LyraPole weighs approximately 33lbs

How much does a hoop weigh?

X-POLE hoops weigh approximately 33lbs

How much does an A-FRAME weigh?

The X-POLE A-FRAME weighs approximately 77lbs

How much does an X-STAGE/X-STAGE Lite weigh?

The X-POLE X-STAGE weighs 100kg. The X-STAGE Lite weighs 165lbs

How much does an XPERT Pro weigh?

The X-POLE XPERT Pro weighs 46lbs

How much does an XPERT weigh?

The X-POLE XPERT weighs 41lbs

How much does a SPORT weigh?

The X-POLE SPORT weighs 41lbs

What are the shipping dimensions of my product?

Our boxing differs depending on the product, here is a list of the different box sizes:

A-FRAME: 64 x 11 x 11

SPORTS: 46 x 10 x3

XPERT/XPERT PRO: 46 x 17 x 5

X-STAGE: 37 x 11 x 16

X-STAGE LITE: 40 x 9 x 12

X-STAGE PLATES: 33 x 30 x 5

X-STAGE POLES: 61 x 7 x 4

What is the size of the box my product will come in?

Our boxing differs depending on the product, here is a list of the different box sizes:

A-FRAME: 64 x 11 x 11

SPORTS: 46 x 10 x3

XPERT/XPERT PRO: 46 x 17 x 5

X-STAGE: 37 x 11 x 16

X-STAGE LITE: 40 x 9 x 12

X-STAGE PLATES: 33 x 30 x 5

X-STAGE POLES: 61 x 7 x 4

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