FAQ

ORDERS

My order was billed on my bank statement under BL GROUP Inc., is it ok?

Absolutely. BL GROUP Inc. (Brand Logistics Group Inc. - 9499202 Canada Inc.) is the business managing the XPN online store.

Several pre-authorizations have been carried out on my credit card, should I contact my banking institution?

If you try to complete an order more than once, you may see multiple pre-authorizations on your credit card statement. Don't worry, these will erase themselves within a short period of 48-72 hours. We approve each order according to a precise verification, only one payment will be made.

Can I pay my order by Interac E-Transfer?

If you wish to pay via Interac e-Transfer, you will need to email us at info@xpnworld.com. The platform does not allow this in terms of regular transaction, we will process the order manually together and send you the precise instructions.

How do I know if you have received my order?

You will receive a confirmation email when you have completed your order. An order number will confirm everything. If this is not the case, please contact us via info@xpnworld.com

I ordered an item before a sale or promotion, can I get the reduced pricing?

Promotions do not apply to previous purchases. No price adjustment will be made.

SHIPPING

Is it possible to cancel an order?

If your order is still "in process", it is possible to send us an email at info@xpnworld.com to cancel it. If, however, it is shipped, you must wait for receipt of the order to return it to us (at your expense).

How to track my order?

When your order is processed / shipped, you will receive a tracking number to track it via the shipping company used (Purolator, Canada Post or UPS).

My tracking number says my order has been “delivered”, yet I can't see it. Should I be worried?

We advise you to wait 3 to 4 working days before opening an investigation with the carrier. The package may arrive a few days later (for unknown reasons!). If, however, the package is not there 1 week later, you can contact the carrier mentioned on your tracking number.

Where is in-store pickup offered?

For the moment, the "In-store Pickup" option is available at one location, at the XPN Store in Quebec.

XPN Store

1041 Blvd. Pierre-Bertrand

Quebec, Qc

G1M 2E8

Is in-store pickup free?

Yes. In-store pickup is free, regardless of the amount of your order.

What is the delay before I can pickup my order?

If you have selected the "Store Pickup" option when ordering, you will receive an email when it is ready to be picked up.

The regular timeframe is 24 business hours (weekdays). If you ordered on Friday evening or during the weekend, your order may not be ready to be picked up until the following Monday morning.

RETURNS

I received my order but I no longer want the products, what should I do?

If the products are not opened, you can return them, at your expense, to the following address:

XPN World

Att: Online Returns

1041 Blvd Pierre-Bertrand

Quebec, Qc

G1M 2E8

Once the products have been received and inspected, we will issue a refund for the order, less the initial freight charges incurred by XPN World (between $ 10-20, depending on the volume of the order).


ABOUT XPN

Where are you based?

We have been based in the great city of Quebec since the very beginning in 2003. All operations (manufacturing, warehousing, shipping, marketing) take place here.

I consume an XPN product and side effects occur, what should I do?

You can get in touch with one of our agents via info@xpnworld.com making sure to give full details of the situation (product consumed, flavor, production lot number (which is listed on the side of the label), expiration date), a follow-up will then be carried out as soon as possible.

My order was billed on my bank statement under BL GROUP Inc., is it ok?

Absolutely. BL GROUP Inc. (Brand Logistics Group Inc. - 9499202 Canada Inc.) is the business managing the XPN online store.

Several pre-authorizations have been carried out on my credit card, should I contact my banking institution?

If you try to complete an order more than once, you may see multiple pre-authorizations on your credit card statement. Don't worry, these will erase themselves within a short period of 48-72 hours. We approve each order according to a precise verification, only one payment will be made.

Can I pay my order by Interac E-Transfer?

If you wish to pay via Interac e-Transfer, you will need to email us at info@xpnworld.com. The platform does not allow this in terms of regular transaction, we will process the order manually together and send you the precise instructions.

How do I know if you have received my order?

You will receive a confirmation email when you have completed your order. An order number will confirm everything. If this is not the case, please contact us via info@xpnworld.com

I ordered an item before a sale or promotion, can I get the reduced pricing?

Promotions do not apply to previous purchases. No price adjustment will be made.

Is it possible to cancel an order?

If your order is still "in process", it is possible to send us an email at info@xpnworld.com to cancel it. If, however, it is shipped, you must wait for receipt of the order to return it to us (at your expense).

How to track my order?

When your order is processed / shipped, you will receive a tracking number to track it via the shipping company used (Purolator, Canada Post or UPS).

My tracking number says my order has been “delivered”, yet I can't see it. Should I be worried?

We advise you to wait 3 to 4 working days before opening an investigation with the carrier. The package may arrive a few days later (for unknown reasons!). If, however, the package is not there 1 week later, you can contact the carrier mentioned on your tracking number.

I received my order but I no longer want the products, what should I do?

If the products are not opened, you can return them, at your expense, to the following address:

XPN World

Att: Online Returns

1041 Blvd Pierre-Bertrand

Quebec, Qc

G1M 2E8

Once the products have been received and inspected, we will issue a refund for the order, less the initial freight charges incurred by XPN World (between $ 10-20, depending on the volume of the order).


Where are you based?

We have been based in the great city of Quebec since the very beginning in 2003. All operations (manufacturing, warehousing, shipping, marketing) take place here.

I consume an XPN product and side effects occur, what should I do?

You can get in touch with one of our agents via info@xpnworld.com making sure to give full details of the situation (product consumed, flavor, production lot number (which is listed on the side of the label), expiration date), a follow-up will then be carried out as soon as possible.

Where is in-store pickup offered?

For the moment, the "In-store Pickup" option is available at one location, at the XPN Store in Quebec.

XPN Store

1041 Blvd. Pierre-Bertrand

Quebec, Qc

G1M 2E8

Is in-store pickup free?

Yes. In-store pickup is free, regardless of the amount of your order.

What is the delay before I can pickup my order?

If you have selected the "Store Pickup" option when ordering, you will receive an email when it is ready to be picked up.

The regular timeframe is 24 business hours (weekdays). If you ordered on Friday evening or during the weekend, your order may not be ready to be picked up until the following Monday morning.

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