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Last Update: 8/25/2022 8:29:53 AM

What Countries does The Only Official XPLR Shop by Sam and Colby Deliver to?

We can deliver orders to most countries in the world. Goods are sent from our warehouse by courier, and delivered direct to your door (home or company address). Please check Shipping Policy to get more details.

If an Item is Missing a Manual

Some of The Only Official XPLR Shop by Sam and Colby products are supposed to ship with a manual but…

Sometimes the manual just isn’t very good, and you need more help with the product.

Sometimes we made a mistake and the manual was not put in the box.

Sometimes the product is new, and the manufacturer manual was so dire, we took it out!

Sometimes the manufacturer thought they were only selling this product B2B, so there is no manual.

Here’s how we’ll help:

Contact us with your order number and the product code. Explain whether there was a missing manual, or what aspect of the product’s function you need help with.

If a manual was omitted accidentally, we’ll give you a link where you can download it.

If the product has no manual, chances are we are already working on making one ourselves, and we’ll send that to you when it’s done.

Currently we only offer English manuals for all our products.

If an Item is Missing Accessories such as Earphones or a Cable

First, check the details in the product description again on The Only Official XPLR Shop by Sam and Colby to make sure it is supposed to have what you think it should.

If you’re really missing something, please contact us, and here’s how we’ll handle it:

Give us your order number and the product code.

If the missing part is hard to describe, please provide a photo and reference a similar product photo on The Only Official XPLR Shop by Sam and Colby

If we confirm something is missing, we’ll send it out to you free of charge.

If your Item is Delivered Missing Some of Its Parts

If a key part of your product is missing on delivery, here is how we can solve the problem for you:

Contact us first, with your order number and product code; we will help to clarify what part is missing.

For major, expensive and integral product parts we may need to follow it up as a “lost/stolen in delivery”

If the part is small or an accessory, we will most likely be able to help you by simply re-sending it.

If you Receive a Multi-item Delivery with Some Items Missing

Is something missing from your order? Then simply follow these steps:

Unpack all the products because sometimes our packing staff save space by placing smaller items inside the boxes of bigger items.

Check the status and comments of your order on The Only Official XPLR Shop by Sam and Colby, and see if you received any emails from The Only Official XPLR Shop by Sam and Colby about the order. It’s possible we split your order into more than one delivery to speed things up.

Next, you should contact us to explain the problem. Provide your order number and clearly describe which item(s) is missing. We can cross-check our warehouse records to show that the correct products were indeed packed and dispatched… meaning that the item(s) went missing during shipping and has been lost/stolen. (This is very rare, but it can happen.)

If it is definitely a lost/stolen item issue, you need to contact the courier company that delivered your item and register a formal complaint. You must do this as soon as possible following delivery. The tracking number is available from the packaging and from your The Only Official XPLR Shop by Sam and Colby order history. It’s imperative that you, or the recipient of the delivery, contact the courier company directly and follows the steps in their incident reporting system. They will provide you with confirmation of your complaint, and we can then confirm the incident on our side when we speak to the courier.

In order to combat fraud, we cannot independently verify lost/stolen item complaints. This means that we have to wait for the decision of the courier company about whether they accept the claim to provide compensation. If they accept the claim, depending on the case they will either offer you compensation or, more commonly, compensate The Only Official XPLR Shop by Sam and Colby. In that case we will inform you and either pass on the refund directly or make a new delivery to you – it will be your choice to make.

Sometimes the confirmation process from the courier can take a while, and you could consider making a new order on The Only Official XPLR Shop by Sam and Colby in the meantime if you need the products urgently.

If there is Some Problem Receiving the Delivery due to Customs

Usually, when you import goods from The Only Official XPLR Shop by Sam and Colby , the packet will be inspected by your local Customs office.

There’s usually no reason to worry because:

The Only Official XPLR Shop by Sam and Colby provides all the necessary paperwork for your shipment;

In most countries it’s pretty easy to import most kinds of consumer electronics;

The actual process of customs clearance is usually handled completely by the delivery company ;

If there is any duty (import tax) or other charges to pay, the courier will usually pay it first and deliver the products to you, and you pay the costs later.

We keep track of all our deliveries. In the event that an order is delayed in customs or experiencing other issues, please feel free to contact us and we will contact the shipping agent on your behalf.

Customs Liability

If, for any reason, the products cannot be delivered to you due to a Customs problem, we will discuss with you case by case about how best to handle the issue(s).

If goods cannot be delivered due to restrictions in your own country, this is solely your responsibility. For example, if you decided to try to import an Android phone, but this technology is illegal or restricted due to local laws in the delivery destination country, that is your responsibility to know about before you order from The Only Official XPLR Shop by Sam and Colby. If the delivery failed for that reason, we cannot offer any compensation, because as the importer it’s your job to know about the local regulations. Another situation in which you must accept liability is where your country requires you to have a licence to import commercial goods: in this case, it is your responsibility to know about this before you place an order on The Only Official XPLR Shop by Sam and Colby, and in the case of a failed delivery, we cannot offer any compensation.

As the importer you hold sole legal responsibility for responding to questions about imported goods delivered to yourself. Import duties, sales tax, and any other customs charges and fees, are your sole responsibility, as described in our terms and conditions. If a delivery fails because you do not respond in time to Customs communications, or you refuse to pay the applicable charges, we cannot offer any compensation.

Can I Pay COD – Cash on Delivery?

No. Sorry. We can only accept payment in advance. You can use one of our secure payment methods to pay for your order. For detailed explanation about our payment options, please see:

Payment Methods Accepted

The Only Official XPLR Shop by Sam and Colby primarily uses Stripe, Paypal to process secure online payments. Through Stripe, Paypal, we accept MasterCard, VISA, American Express, Discover.

My Product Has A Problem! What Can I Do?

What to do in 3 steps:

Step 1

Try to troubleshoot the item by checking the manual we provide in the package .Often we can solve the problem for you without you needing to send anything back. In many cases the product seems to have a problem, but it can be solved by restarting, installing properly, or fixing an accessory.

Step 2

If you still have difficulties with your item especially for complicated products such as Car DVD Players, GPS or TV Boxes, we will recommend that you get the product installed or inspected by a qualified technician to confirm that it is faulty rather than incorrectly installed.

Step 3

Once you have confirmed the product is faulty after steps 1 and 2, you should contact us. Provide your order number and the product code and all the steps you have tried to remedy this issue. We will review your case to allow a return under warranty.

So if the product doesn’t work, we’ll help you send it back to our returns address.

What If the Product is Broken?

If any product is faulty, you are protected under the The Only Official XPLR Shop by Sam and Colby Warranty.

Assuming the product is still in warranty and was not physically damaged, you can return it to The Only Official XPLR Shop by Sam and Colby and we will repair it.

All return cases are handled under our RMA policy: please consult customer support and do not send back any products without obtaining an assigned RMA case number from us.

Under the wholesale terms and conditions, customers must pay the cost of shipping to return authorized RMA products back to The Only Official XPLR Shop by Sam and Colby. In the case of sending back repaired or replacement items, The Only Official XPLR Shop by Sam and Colby pays the return shipping cost back to you.

Why Should I Buy the Delivery Shipping Guarantee and Tracking Number in the Check out?

The Only Official XPLR Shop by Sam and Colby Shipping Guarantee Benefits

Your parcel will be guaranteed in the event of any loss or damage during the international delivery.

The Only Official XPLR Shop by Sam and Colby will offer 2 options

– Resend the parcel for free ( if applicable)

– Refund the product

Compensation Process

For lost parcels compensation will be completed after confirming

The order was shipped at the right address

Local post office in the destination’s country does not hold the parcel

The delivery deadline has been reached

If you receive an item physically broken, please contact us immediately here with clear pictures of the item its SKU number and its package. We will open a claim with the shipper and offer a compensation accordingly. Please note: Once your package has been shipped out, any Shipping guarantee cannot be refunded to the customer, under any circumstances.

Our Mission

At The Only Official XPLR Shop by Sam and Colby, our company vision is simple: to become the premier online electronics seller by providing an unparalleled selection of the very best gadgets, an unbeatable shopping experience, prompt shipping and exceptional customer service that exceeds expectations.

For us, the customer is always king. Our total commitment to customers empowers us to work closely together with every customer. When you buy from us, the sale is not complete when we ship your order, it is complete when you are totally satisfied.

Can you Trust The Only Official XPLR Shop by Sam and Colby?

The Only Official XPLR Shop by Sam and Colby holds its own inventory in secure state of the art warehouse facilities, we adhere to exceptional quality control processes and operate an extensive Customer Support Center offering multiple service channels.

Our professional servers and website are security scanned, authenticated and fully verified by Norton Secure from Norton on a daily basis to protect you online. Click on the official Norton trustmark to learn more. You can learn more on our Secure Shopping page. Shop with confidence at The Only Official XPLR Shop by Sam and Colby.

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Returns and Aftersales F.A.Q

1.How to apply for a return (RMA) or aftersales services ?

You can request a return by applying for an RMA (Return Merchandize Authorization) once the order is delivered. Please refer to the specific warranty time-frame for your product.

2.What if I have not applied for an RMA but a Customer Service agent offered me an after-sale solution, where can I check my RMA status?

You can check R.M.A status in your account in the RMA list page.

3.I have selected my preferred RMA solution in “RMA Type”, will you follow my recommendation or offer alternatives?

Our Customer Service will follow your recommendation as long as it is applicable to your case according to our warranty policy.

4.What if after an RMA has been been issued, the product finally works and I do not need to return the item anymore. What do to then?

Please kindly inform our Customer Service via our Support Center. Our Customer Service will close the RMA application for you.

5.What if after an RMA has been been issued and I find out that there are more problems for other items in the same order?

You can apply for several types of RMA within one order. However, we will resolve all after-sales issues one by one. In other words, we will resolve the previous problem first then the second one, next. If you need after sales service for different orders at the same time, please submit a separate RMA request for each order.

Warranty and RMA Applications Process

Log in your The Only Official XPLR Shop by Sam and Colby account.

The order for which you need after-service in “ Order”.

Click “My Tickets”, and enter the After-Sales Application Page.

Click “Submit Tickets” and submit an After-Sales Application.

In “Question type” the “ Returns & Exchange”, then choose the secondary reason based on the product issue.

Please the corresponding “RMA Type” according to the solution you prefer.

Fill in the order number and click ”search”. The ordered item(s ) will appear. Then the item for which you need a RMA.

Fill in the “Subject” and explain the item’s problem in details in “Message”.

Upload pictures and/or a video displaying the item’s issue. This will allow our Customer Service team to confirm the problem resolve it to your satisfaction for you faster.

Please input your contact information along with the verification code, then click “submit”.

After Sales and RMA Time Limit

How long will it take to get a response once I apply for an RMA ?

Customer Service will contact with you via Ticket system within 24 hours after the application. Please check the tickets in your The Only Official XPLR Shop by Sam and Colby account. If the application does not need to be approved, the RMA status will be updated as “Processing” within 24 hours.

When do I need to return the item ?

Customers should return the parcel within 7 days once the RMA status has been updated to “Waiting For A Return”. Otherwise the RMA application will be closed automatically.

When will the returned package be received?

The exact length time depends both on the shipping methods that customers choose and the return address. The RMA status will become “RMA Processing” when The Only Official XPLR Shop by Sam and Colby has received your package.

How long will it take for the status to change from “RMA process” to “Completed”? Please consider the following timeframes:

Please consider the following timeframes:


For Credit card Account: 10-14 business days.

The exact length of time is dependent on your card issuing bank.


In stock items :1-3 business days.

Out of stock items: 5-7 business days.

Compensation ( Points or Coupon): 1-2 business days.

Repair: 7-14 business days.

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