Frequently Asked Questions
Check out our most frequently asked questions below. If you need further assistance, our live‑chat support is available on the site.
Ordering
I have an issue with my order
If something is missing, damaged, or incorrect, please reach out through live chat and include your order number so we can assist promptly.
How do I apply a promo code?
Enter your promo code in the “Discount Code” field at checkout under your cart contents. Common issues include case sensitivity, codes that have expired, ineligible orders, or conflicts with other promotions. If everything looks right but the code still isn’t working, feel free to get help via live chat.
What payment methods are accepted?
We accept American Express, Diner’s Club, Google Pay, PayPal, Apple Pay, Discover, Mastercard, Shop Pay, Union Pay, and Visa.
Can billing and shipping addresses be different?
Yes—as long as both are located within the United States. Please make sure your shipping address is accurate.
Why was my order cancelled?
If a payment was declined, the bank won’t share details. Try placing the order again with another card or ensure all information is correct. Note: Orders must deliver to a U.S. residential address. If problems persist, use live chat for assistance.
Can I cancel or change my order?
If the order hasn’t been processed yet, we may be able to help. Once it has been confirmed and processed, only returns or exchanges are possible.
Shipping & Delivery
When will my order ship?
Orders are typically processed within 1–2 business days by our dispatch center. Delivery is handled via our courier partner.
Estimated delivery times:
- Standard Ground: 3–5 business days (flat fee applies; free over $99)
- Express (2‑Day Air): Up to 2 business days (free over $150)
Transit times may vary depending on couriers, especially during high‑volume periods. Please allow extra time during major promotions. If your package hasn’t arrived after 10 business days, use live chat to inquire.
Returns & Refunds
Need to return or exchange an item?
You may return or exchange items within 30 days of delivery via our online returns portal. To qualify, items must be unused, in their original condition, with packaging and tags attached.
What if my product is faulty?
If you suspect a fault, initiate a return via the portal and include your order number along with details of the issue. A returns specialist will walk you through the next steps.
International Orders & Shipping
Orders through the U.S. website can only be shipped within the United States. Customers outside the U.S. should shop via their local 2XU regional site (look for your region on the homepage).
Thank you for reviewing our FAQs. If you have a question that isn’t covered here, please use the live chat feature at 2xuus.com and our team will be glad to help.