Peak Hours & Shipping Information

Trading Hours

Our trading hours are Monday to Friday, 09:00–17:00.
We are offline on Saturdays, Sundays, and Public Holidays.
Messages sent after hours will be answered on the next business day.

Order Processing

Orders placed after 17:00 are processed on the next business day.
Orders placed on Fridays will be processed and sent out on Monday or Tuesday (next business days).
Processing includes packing, quality checks, and booking the parcel with the courier.

Shipping Timeframes

Standard delivery takes 3–7 business days.
This timeframe includes packing, processing, booking, and courier transit time.
Delivery time may vary depending on:
- High order volumes
- Courier workload
- Your delivery area
- Public holidays or weekends

Please note: weekends and public holidays are not business days.

Tracking Information

Tracking details are sent only once your parcel has been booked with the courier.
After receiving your tracking number, please allow 24–36 hours for it to update in the courier's system.
Tracking will show movement only after the courier scans your parcel.

Peak Season Notice (Festive Period, Black Friday, Month-End)

During peak online retail seasons, the following applies:

Delays

Updates and tracking may take longer than usual due to extremely high volumes.
Courier companies may experience delayed scans and slower deliveries nationwide.
Processing times may extend by 1–3 additional business days.

Communication

We respond as quickly as possible, but reply times may be slower during peak season.
Repeated messages may delay response time, as we answer queries in order received.
All communication is handled strictly during business hours only.

Customer Expectations

Please do not expect overnight delivery after placing your order.
Orders must be placed early if you need them by a specific date.
If an order is not marked “fulfilled,” it means:
- We are still packing it
- It has not been booked with the courier yet
- Tracking will not be available until booking is complete

Courier Communication

Once your parcel is out for delivery, The Courier Guy (or relevant courier) will contact you directly.
If they cannot reach you, they may:
- Delay delivery
- Reschedule
- Hold your parcel at their depot
Missed deliveries are not the responsibility of XD21.

Customer Responsibility

Ensure your address and phone number are correct when placing your order.
Be available for courier calls or delivery attempts.
Monitor your tracking after receiving your tracking number.

How Tracking Numbers Work

1. When You Receive Your Tracking Number

You will receive your tracking number once your order has been packed and booked with the courier.
Receiving a tracking number means:

Your parcel is ready for pickup, or
The courier has already collected it but has not yet scanned it into their system.

This is completely normal and part of the courier process.

2. When You Can Track Your Parcel

After you receive your tracking number, please allow 24–36 hours for the courier system to update.
You may not see any movement at first — this is because the parcel must be scanned by The Courier Guy before tracking becomes active.

Once scanned, you will be able to see: