Thank you for your interest in XENOLINE products. XENOLINE is committed to seeking out and developing, High-Tech Glow In The Dark Products and Merchandise. We are also committed to excellent customer service and offering the most unique quality products available on the Internet. We are always expanding our inventory, so check back for new and exciting products and specials. ADDRESS Xenoline PO Box 689 Sharpes FL 32959 U.S.A PHONE 321-747-0210 FAX 321-747-0220 Office Hours: M-F 9:30 am - 4:30 pm (EST) Info@Xenoline.com COMPANY INFORMATION SECURE ORDERING : Our store is hosted by Yahoo! Shopping, which features a safe, secure online ordering system. PAYMENT : Accepted Forms of Payment For Online Orders, Phone Orders and Fax Orders. We accept the following credit cards and payment types... MasterCard. Visa. American Express. Money Orders. Bank Wire Transfers. SHIPPING : SPECIAL NOTE: Shipping may be extended due to the situations beyond our control concerning the U.S.Postal Service, security delays, or customs. Please allow up to 24-48 hours to process your order. We process all orders Monday - Friday 10 AM-4 PM EST Your order will ship within 2-4 business days or sooner. All orders will be shipped via USPS First Class Mail, Priority Mail, or Express Mail, US Global - International Air Mail. Any order that has incorrect shipping option will be adjusted to correct shipping rate and shipped. Any back orders will be filled and shipped ASAP after receipt of back order shipment to us has been received. We will E-mail back order status to confirm options or changes. SSR:(Special Shipping Required) Most of the large orders or High-End Laser Systems will require SSR shipping option. The shipping charges will be calculated and added to order after order is placed and processed. If the SSR option in not chosen when the order is placed the correct amount for the shipping cost will be adjusted and added to the final cost of the order. SPECIAL NOTE: Some International Orders My Have Restrictions And May Not Allow Lasers To Be Shipped In This Case The Customer Will Receive A E-Mail To Forward A Solution. INTERNATIONAL ORDERS : From time to time the issuing credit card companies for international orders will refuse to verify crucial authorizing requests from PAYMENTECH. In these cases PAYMENTECH can not process the international order. At this point the only way to proceed is for the customer to send a secure Money Order or Bank Wire Transfer. After secure payment is received the order will be processed ASAP and shipped to customer. ORDERING BY MAIL : To do this, use the online ordering process to generate a quote, which will verify your order, the pricing and the shipping costs. This quote, when printed, will then become your order form. DIRECTIONS: 1. Click on the "order button" next to the product that you wish to purchase. An order chart will appear, verifying your request. Then, click on "keep shopping" to return to the Xenoline online store. 2. When you have completed your shopping, click on "check out" button on the order chart to generate a quote for your order. 3. In the order/quote form, verify your order, complete the shipping information, and choose a method of shipping. Then click "continue". 4. A final quote for your order will appear. DO NOT COMPLETE THE REQUEST FOR CREDIT CARD INFORMATION THAT APPEARS UNDER THIS QUOTE. Instead, print this page. Or, if a printer is unavailable, hand write a copy of the complete order, including tax, shipping, and final total - please print. 5. Cancel the online credit card process by clicking on "Cancel", and then, on the next screen, click on "Keep shopping", and this will bring you back to the Xenoline store. 6. THE PRINTED DOCUMENT NOW BECOMES YOUR MAIL-IN ORDER FORM. 7. Before mailing your order form, please make sure that the following information is included: Ship To Address, Phone Number (in case we must contact you about your order), and E-mail Address (so that we can email you a confirmation notice and tracking number for your shipped order). 8. To mail an order, send the printed quote and a money order, made out to Xenoline/Otherland Group, Inc., to the following address: Xenoline PO Box 689 Sharpes FL 32959 We will process your order as soon as we receive it, and email you with a confirmation notice and the package tracking information. If you need any further instructions for this process, or have additional questions, please contact me at info@xenoline.com or you may call our direct line at (321) 747-0210 (EST) INTERNATIONAL SHIPPING: Orders will be sent US Global, US EXPRESS or International Air Mail Please allow extra time for foreign delivery due to customs or other factors. NOTE: All Special Orders, Rush or Large Bulk Orders may have additional shipping charges applied to order depending on shipping conditions. INSURED ORDERS can be requested and charges will be added after order has been processed. RETURN POLICY : We will be happy to refund your full merchandise purchase price, less shipping cost, if items are returned in UNUSED condition and in original packaging within 60 days of receipt. Products returned damaged by the user WILL NOT be accepted. This includes stickers for UPC labels, pricing, price stickers, and anything else that affects the re-sellable condition of the product. A 20% restocking fee will be assessed on all returned non-defective products. All returned orders need an RA# number to be processed and completed.(please contact us for an RA#) All custom XENOLINE Projects or Special orders are final and can not be returned. All wholesale orders are final and returns will not be accepted. All High-end Laser Systems are final and returns will not be accepted. Xenoline reserves the right to inspect all returned merchandise to determine if returned merchandise was mishandled or damaged by incorrect use or improper handling or use and can refuse any return deemed fraudulent, suspicious or destroyed by improper use. Xenoline also reserves the right to determine if goods have been returned in a re-sellable condition. DO NOT RETURN un-sellable goods as defined above; any goods returned for credit that are determined to be unsellable will be scrapped without credit. DEFECTIVE MERCHANDISE: Customers are encouraged to inspect their products to be sure they are in good working order. However, we will gladly replace any defective mechandise. Defective merchandise will be exchanged free of charge within 5 days after customer receives merchandise. Customer must return defective item(s) to Xenoline for exchange. For your protection, it is recommended that items be returned via insured mail. Xenoline will examine any and all claims on a case by case basis and has the final decision on defective claims and exchanges. Xenoline reserves the right to inspect all returned merchandise to determine if returned merchandise was mishandled or damaged by incorrect use or improper handling or use and can refuse any return deemed fraudulent, suspicious or destroyed by improper use. Once defective merchandise has been received and inspected, Xenoline will replace it and ship to customer at no additional cost. All returned merchandise needs an RA# number to be processed and completed.(please contact us for an RA#) TAXING INFORMATION : Florida residents please note: state sales tax of 6.0% will be added to your order. FRAUDULENT AND SUSPICIOUS ORDERS : All Fraudulent and Suspicious Orders will be reported to the Internet Fraud Complaint Center (IFCC) and proper government agencies. The Internet Fraud Complaint Center (IFCC) is a partnership between the Federal Bureau of Investigation (FBI) and the National White Collar Crime Center (NW3C). XENOLINE reserves the right to refuse service to ORDERS of any questionable nature. PRIVACY POLICY : XENOLINE collects customer information through its website for the purpose of processing orders. We do not share any information you provide us online with any third party. We maintain a record of your purchases for reference only, and we collect your e-mail address so we may communicate with you about your order. When you place an order with us, we process your order through paymentech. Also, all customer data is protected against unauthorized access. Wholesale and reseller pricing available please contact us. Custom EL logo's for your company is also available.