Terms of service
General Policies
(Failure to read our TOS and notes does not warrant a refund or special exceptions. We aim to provide as much information as possible before-during- and after a sale. Please don’t hesitate to ask us questions if you need anything!)
Please make sure to double check your order before and after purchase (Within 2 hours of purchase/ See Refund Policy)
If there is an error with your order upon receiving it such as a defect or error with the item, it needs to be reported to us through Shopify within one month from when the package shows it was received. (See Refund Policy)
We do not take reservations or hold items before a drop. Due to increased demand, our store is first come first serve. Sorry folks!
Cart sniping or purchasing with the intent to hold items for later refund could result in a ban or full order cancellation/refund. This interferes with the livelihoods of our staff and crew, and with how our bank system manages deposits and creates an unnecessary amount of work and opportunities for error with order fulfillment as a seller.
Customer Safety
Xenocat LLC cannot be held responsible for any injuries due to misuse of the toy. Any smaller items, such as collectibles or squishies are strictly for external entertainment only. Do not attempt to force use of any item or use it in the incorrect manner, whereas injury may occur. Thank you!
Minor Policy/ Underage Users
By purchasing our adult toys, your are willfully acknowledging that you are of legal age. This includes ANY item from our store, whether they are mature items or miscellaneous items.
If a customer is under (18) years of age, all transactions, refunds or future sales from that account (Regardless of becoming legal age at a future date) will be suspended in violation of our TOS. In order to buy our products, you MUST be a legal adult. Purchasing any product from our store is considered active consent to our store policies.
If a sale had been made, we will NOT make special exceptions for refunds. The sale is considered final. If an account is discovered breaking our TOS, this will result in a ban from any future participation in sales, giveaways or engagement. Please wait until you are of legal age for the safety and security of our artists. We promise there is plenty of time to enjoy our adult goods once we can share them with you in a safe - and legal- manner!
Intellectual Property and Redistribution
Purchasing with the intent of replicating models designed, created, or distributed by XenoCat Artifacts, or attempts to buy products in bulk to be redistributed or sold without our consent or knowledge may result in:
-Order cancellations
-Shipment Delays
-Potential Customer/Store Bans
In extreme circumstances of intellectual property theft or infringement, we may seek legal protections.
If there is reason to believe you are purchasing with intent of purposeful resale or replication we reserve the right to ask before the shipment date for your order so we can clarify if we have made a mistake.
We hope that you continue to support us as independent artists and that you enjoy our custom work, and apologize for any inconvenience this may cause!
Fair Treatment of Staff Members:
We strive to go above and beyond to make our customers happy ( within reason and in compliance with our TOS)
If we missed something or your order didn't arrive as expected, please contact us first so we can give you the best customer service we can provide! Our team really does care will often go above and beyond to make things right!
The threatening staff members, slandering, cursing, derogatory language, targeted harassment or similar will not be tolerated. This applies to targeted harassment on social media platforms, private messages, convention spaces and any further breaches of privacy not made public. In extreme cases, we reserve the right to pursue legal actions at the discretion of affected parties.
Our Right to Refuse Service/Sale
We reserve the right to refuse service to any customer for any reason within our legal rights.
Official bans from our store include blocks on social media platforms alongside a formally issued letter. This is issued in cases of extreme abuse of multiple systems and a history of such behavior direct or indirect.
These reasons may include but are not limited to:
-Abusive behavior towards our staff members or cruel language
-Harassment (Direct or Indirect)
-Taking advantage of store conditions and policies, and etc.
-Inflammatory Behavior/ Cyber Bullying
-Doxing / Hate Speech / Libel / Slander
-Racism / Ableism / Anti LGBTQIA+ Hate Speech / Zoo-Ped Aligned content.
-Reselling wholesale or issues with IP Theft
Any Bans/Blocks from our business are made privately and not influenced by external factors. We will not share customer details outside of our personal blacklist that we keep in shop for our records. This may include public usernames or past purchase information that was originally supplied by the buyer to better protect our store and employees for future interactions.
We reserve the right to reinforce a ban/block under a seller's "Rights to Refuse Service" and will never discriminate against a purchaser for their protected rights such as sex, gender, race, abilities and their extensions.
We will not announce or share a ban list to protect the privacy of those affected. Reasons for a ban will not be discussed in any public setting or server, as it is between the seller and other party. We will only discuss this private information with the affected party through official methods of contact. Continuing to try to purchase products from XCA while blocked or banned is considered ban evasion and in violation of our TOS.
This store is run by people with very real feelings and very real boundaries. While ultimately we enjoy making sales, we want all of our staff to be protected and to enjoy a safe and comfortable workplace.
(Sorry! This section is a little long but we wanted to make sure to be clear on our stances and policies regarding some important, not so fun topics.)
Thank You.