Customer Service

How can we help?

Start with the support assistant for quick answers on policies and where to find things. For anything tied to a specific order, email our team directly. We are a small operation, and we answer every message.

Quick Links

Policies & Help
Portal ↗
Order Tracking
Sign in to view your orders, or use the tracking link in your shipping confirmation email.
 Policy ↗
Shipping Policy
Timeframes, carriers, regions, and shipping costs, in full.
 Policy ↗
Returns & Refunds
Our Refund & Replacement Policy: eligibility, windows, and how it works.
Privacy Policy
How we collect, use, and protect your information.
Terms of Service
The terms governing use of the store and the XS//SASS experience.
FAQ
Answers to the questions we get most often. Jump to the section below.

Support Assistant

Instant · Policy-based

The assistant answers from our published policies and helps you find the right page. It can't see your account or order details, so anything specific to an order goes straight to our human team by email.

XS//SASS Assistant
Automated · Available 24/7

This is an automated assistant. It shares published policy information only and cannot access orders, issue refunds, guarantee delivery dates, or make policy exceptions. For those, we'll point you to email support, answered within three business days.

Send Us a Message

Routed to support@xssass.com

Prefer a form? Fill this out and it reaches the same support inbox. We reply within three business days.

Privacy: we use what you send only to answer your inquiry. See our Privacy Policy. By submitting, you agree to our Terms of Service.

Message received.

Thanks, we've got it. Our team replies to email inquiries within three business days. Check the inbox for the address you provided.

Business Information

Business identity

Frequently Asked Questions

The greatest hits
How do I track my order?
When your order ships, we send a confirmation email with a tracking link. You can also sign in to the order portal to view your orders. Can't find either? Email support and we'll locate it for you.
How long does shipping take, and what does it cost?
Shipping timeframes, carriers, and costs are set out in our Shipping Policy. Once an order ships you'll get a confirmation email with tracking. We don't quote delivery dates outside the published policy, so please review it for current details.
What is your return and refund policy?
Returns, exchanges, and refunds follow our Refund & Replacement Policy. To start a return or report a problem with a specific order, email support with your order number so a person can review it. Email inquiries are answered within three business days.
How do I reach a person on the support team?
Email support@xssass.com or use the contact form above. Email inquiries are answered within three business days. For anything involving a specific order, payment, or return, include your order number.
What is the QR code on my XS//SASS product?
Selected pieces carry a scannable QR code built into the artwork. Point any phone camera at it to open a generated Subject Profile, bound to the scanning device. No app or account needed. It's part of the XS//SASS experience, explained on the How It Works page.
How do I use the Fragment credential from my order?
Every order includes a Fragment credential issued with your order confirmation. It grants access to the Bureau experience. Activation details come with the credential and are covered on the How It Works page. Trouble activating? Email support.