Shipping policy

Last updated: November 29, 2025

This policy describes the shipping terms applied by Xnovate to all orders placed on the online store.

Xnovate
77 Rue de Berne, bât B1
13300 Salon-de-Provence, FR
contact.xnovate@gmail.com

1. Shipping Zones

1.1. Metropolitan France

Xnovate ships all orders to metropolitan France.
This is the zone with the shortest delivery times and optimized tracking.

1.2. European Union

Shipping to European Union countries is available.
Delivery times and additional fees vary depending on the country and local constraints.

Xnovate may exclude certain destinations or temporarily limit shipping if logistical difficulties arise.

2. Delivery Methods

The delivery methods offered at checkout depend on:

– the customer's address,
– the weight and dimensions of the product,
– the solutions available at the time of the order,
– logistical or operational constraints.

The options displayed at checkout are the only ones applicable to the current order.

Xnovate may add, modify, or remove delivery methods at any time, without notice.

By default, most deliveries require a signature, unless the carrier applies a different procedure independent of Xnovate.

3. Processing Times

Orders are processed within an average of 1 to 2 business days after payment is validated.
This period may vary depending on:

– order volume,
– exceptional circumstances (periods of high activity, unforeseen events),
– the product's logistical availability (e.g., made-to-order supply).

This period may be adjusted without notice depending on circumstances.

4. Shipping Times

4.1. Metropolitan France

Estimated delivery time: 5 to 7 business days (processing + transport).

These times are indicative and not guaranteed. They may be extended in cases of:

– high activity,
– unforeseen logistical events,
– carrier delays,
– necessary restocking when the product is not yet in stock.

Delivery times may be adjusted if circumstances require it.

4.2. European Union

Estimated delivery time: 7 to 10 business days, depending on destination.

Additional delays may apply depending on the carrier, local regulations, or temporary restrictions.

These times are indicative and not guaranteed.

5. Shipping Costs

Shipping costs:

– are automatically calculated at checkout,
– depend on the carrier and delivery method selected,
– vary according to weight, size, and destination.

Free shipping may be offered for certain products or destinations.
This offer is not guaranteed, varies depending on the period, and may be adjusted at any time.

Xnovate may modify its shipping fees according to logistics costs or the chosen carrier.

6. Tracking, Proof of Delivery, and Disputes

6.1. Tracking Information

Depending on the carrier and delivery method, a shipment may include:

– a tracking number,
– proof of drop-off,
– proof of delivery,
– a mandatory signature.

Where these elements exist, they constitute official proof of delivery.

6.2. Delivery Deemed Compliant

Delivery is considered compliant as soon as one of the following elements is confirmed:

a) Recipient's signature
A signature recorded by the carrier constitutes valid delivery.
No claim for a "parcel not received" is admissible, except in cases of demonstrable fraud.

b) Tracking showing "delivered"
If tracking indicates that the parcel was delivered to the intended address, delivery is presumed correct.
Any dispute requires substantial evidence.

c) Proof of carrier drop-off
Proof of deposit or handover constitutes official confirmation.

6.3. Delivery Without Signature

If the carrier does not require a signature:

– Xnovate is not responsible for parcels left in a mailbox, pickup point, or with a neighbor when tracking indicates that delivery has taken place.
– Any dispute requires solid evidence of an obvious error.

6.4. Burden of Proof in the Event of a Dispute

The customer must provide concrete evidence, such as:
– photos of the mailbox or presumed drop-off location,
– a handwritten statement,
– a neighbor's/caretaker's testimony,
– a screenshot of tracking showing an inconsistency,
– any element confirming an anomaly.

Without sufficient evidence, Xnovate cannot process the claim.

For high-value parcels or doubtful situations, Xnovate may require:

– a police report,
– a sworn statement.

6.5. Reporting Deadlines

Any delivery incident must be reported within a reasonable time.
It is recommended to contact Xnovate within 48 hours of the date indicated on the tracking information.

A late report may prevent any effective investigation.

6.6. Carrier Investigations

When sufficient evidence is provided, Xnovate opens an investigation with the carrier.

Duration: generally 5 to 10 business days.
No refund or reshipment can be granted until the investigation is complete.

6.7. Fraud or Abuse

Any attempted fraud or inconsistent claim may result in:
– a definitive refusal to process the claim,
– a future restriction on orders,
– or other appropriate measures.

6.8. Investigation Outcome

Depending on the findings:

– Delivery confirmed → no further action taken.
– Carrier error confirmed → reshipment or refund.
– Uncertain situation → a goodwill gesture may be offered at Xnovate's discretion, without obligation.

7. Parcels Not Received, Lost, or Stolen

Xnovate applies a strict policy:

– Recorded signature → delivery confirmed.
– No signature → investigation required.
– During the investigation period → no advance refund.

The final decision depends on the carrier's official findings.

8. Damaged or Refused Parcels

The customer must inspect the parcel before signing.

In the event of a damaged parcel:
– The customer must refuse delivery.
– The parcel is automatically returned to Xnovate.

If the customer accepts a damaged parcel:
Xnovate may refuse to process the return or refund.

Evidence may be requested:
– photos of the closed/open parcel,
– unboxing video,
– precise description of the damage,
– or any evidence useful to the investigation.

9. Return Address

For security reasons, the address is not public.
It is only provided after validation by support.

Official address (do not use without agreement):
77 Rue de Berne, bât B1, 13300 Salon-de-Provence, FR

10. Changes to the Shipping Policy

Xnovate may update this policy at any time in order to:
– adapt its logistics methods,
– integrate new carriers,
– adjust delivery times,
– comply with legal obligations.

The update date appears at the top of this document.

11. Contact

For any question regarding shipping:
📧 contact.xnovate@gmail.com
Xnovate strives to respond within 48 business hours.