Xterra Wetsuits Tracking Order Status

No returns. Deceptive marketing. Sh** wetsuits.

2nd wetsuit purchase. Coming apart at the seams after 2 wears. Completely ignoring all emails and contact to customer service channels. Avoid.

The only reason I'm giving 2 stars instead of 1 is because the first time I ordered a wetsuit from Xterra two years ago, everything was fine. My second experience could not have been more different. Xterra needs to use a different shipping company, and also add a field to the checkout process for special delivery instructions. I had never heard of OnTrac before, but that's who they're using. I often have purchases shipped to my workplace so they are not sitting on my doorstep unattended for hours. This order happened to arrive on the weekend. Normally not a problem as any other shipping company usually leaves a note saying they will try again the next day. That does not seem to be OnTrac's policy. They left my order outside the building door, which of course is locked on the weekend. Our office is downtown, so leaving it outside the building door means leaving it directly on the sidewalk with dozens and dozens of people walking by every hour. Even without the local knowledge that our office is just two blocks from where many people experiencing homelessness gather, common sense would tell you to not leave a delivery outside a closed business like that. Surprise, surprise, my package was long gone before I even realized it had arrived. Attempts to contact both Xterra's and OnTrac's customer service went nowhere. You cannot reach Xterra any way except email (even the phone number only gives you recordings telling you to email), and you don't even receive an automatic reply telling you when you can expect a real response. When both those approaches went nowhere, I attempted to recover my money by launching a dispute with the credit card company. Even that went nowhere in the end. If you're going to order from Xterra, you better be confident that you will be present when your package is delivered or that there is a very low chance that it will be stolen if left unattended. If that is the case, you'll probably be safe. But if something goes wrong...good luck, don't expect any sort of help from this company.

Be careful when you order at xterraeurope.com It's not European at all, just a landing page for European customers. While they show product prices in Euro, there's no mentioning that this are the net prices. They advertise free shipping to Europe, but don't mention that they send it with a import code where you do not only pay VAT but also 12% import tax. And they let you pay as customer the FedEx import fee. So I ended paying 179€ for the wetsuit and 75€ to FedEx. In essence, it's still a US only business, nothing European beyond their URL. Don't Liz yourself get tricked by their European domain. You will pay way more than you think.

Loved it! amazing experience. Sara from Xterra was a total star, thanks! She helped me with all my inquiries, plus, gave me a prompt response to my emails, and even guided me on how to ship my wetsuit from USA to Spain (Barcelona). I received my brand new wetsuit today and it looks AMAZING! Can't wait to jump in the sea this weekend :) Now, I'm following the 1st time use instructions, and then lets see how long it last, and so on, but by now it looks and feels like it's gonna last forever! Not giving 5 stars, as 2 weeks ago when buying it, I was not given the option to ship directly to the EU and last week I received an email "Now we ship to EU", lol. Thanks again