FAQ

1. How Do I Shop?

A. How do I view what’s in my shopping cart?

To view the contents of your cart, click on the “View Cart” icon in the upper-left corner of your computer screen or bottom right of your mobile screen.

Once you click on this icon, you can easily change the quantity you want to purchase of a particular item in your cart by updating the quantity listed and then clicking the “Update cart” link.

You can also delete any item in your cart by clicking the “Remove” checkbox to the left of that item and then updating your cart with the “Update cart” link.

B. How do I add items to my cart?

Choose the product from the category page and you will be taken to the product page, choose the color, size and quantity and then click on “Add to Cart” and the product will be added in the cart.

If you wish to checkout, click on the cart button and proceed to checkout or you can continue shopping.

C. How do I remove items from my cart?

You can delete any item in your cart by clicking the remove icon to the left of that item and the item will be automatically removed.

D. How do I change the quantity of a particular item in my cart?

First, click on the “View Cart” link in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart, as well as the quantities that you have chosen for each item.

To change the quantity of an item in your cart, move your cursor to the box that appears under the “Qty” header for this item and types in the quantity desired, then click the “Update cart” link.

Once you do this, the quantity and associated amount will automatically change and reflect the correct amounts for both the quantity and the cost.

E. What if I order something and it is out of stock?

Unfortunately, due to popular demand, some items do sell out quickly online – if you see something online that you want to have, be sure to snap it up quickly! Some items will open for backorder for upcoming restock. Be sure to add the item to your Alert list.

Once we get a shipment of new stock and it becomes available for purchase, you will be sent an email informing you of the available new stock.

F. Where can I find sizing information?

Please go through our size chart which can be found right above size at each product page.

2. Delivery Info

A. What are the shipping times and charges?

Please check all the up to date shipping and delivery information on our SHIPPING PAGE.

B. What time can I expect my order delivery?

Delivery times are usually between 7 am to 9 pm, local time. However, it can vary according to the country and the courier service.

Once you have received the tracking number and shipping information. You can call the respective courier company to schedule delivery at your preferred time during the business hours on the weekdays. 

C. What if no one is home during delivery? Do I need to sign for receiving?

We understand that you may not be available to receive your package. A signature is not always required for the parcel. If you have paid online, our delivery team can deliver your parcel to anyone available at the address.

You can always track your package with the tracking code from the courier company. If you cannot track your parcel then email us at xtreme-active@cl-healthtrade.com, and we will track down your parcel.

D. Do you ship in my country?

We deliver orders worldwide in over 200 countries.

E. Will I be charged customs and import duties?

Unfortunately, Xtreme Active cannot control any customs charges or import duties which are applied on your package by your local customs.

Here’s the good news, custom duties are not applicable on all orders. Please read more about it on our CUSTOMS PAGE.

F. Do you order to PO Box, BFPO and APO Addresses?

Unfortunately, we don’t deliver on PO Box, BFPO and APO addresses. You will need to provide us with full residential or commercial addresses.

G. What shipping provider do you use?

Our shipping partner is QXpress & DHL.

3. My Order Info

A. Where is my order?

Once your order is placed and processed, you would receive an email confirmation which includes all the relevant details regarding your order. Please know the shipping times for your order.

If your order did not arrive within the shipping time, then email us at support@squatwolf.com, or go to squatwolf.com and message chat support.

B. Can I track my order?

Yes, you can track your order once the order has been dispatched from Xtreme Active facility. As soon as the order is dispatched from our warehouse, you will receive a tracking number and the courier website address to track your order in real time.

If you didn’t not receive the tracking number after 2 days of placing the order, get the tracking number by either emailing us at xtreme-active@cl-healthtrade.com.

C. I entered wrong item/shipping address, what should I do?

If you have entered the wrong item/size, or even a wrong shipping address in your checkout, and the order is already placed, contact our staff within 12 hours at xtreme-active@cl-healthtrade.com, with all your relevant details, so that our team can promptly resolve the issue.

If, for whatever reason, you have failed to notify our team within 12 hours of placing your order:

Incorrect address: Still notify us, we will do our best to change the delivery address if the order hasn’t been delivered already. Or contact the address where you have sent the address. Only they will be able to return the package to you.

Incorrect item: You will have to wait till you receive your items and then return it to us.

In both cases, we are not responsible for the delivery charges if you incurred any.

D. Why was my order cancelled?

Our items sell out extremely fast due to such high demand and on occasion, an item you have ordered can suddenly become unavailable. These cases are extremely rare but can happen from time to time.

If the item you order does sell out, we will contact you as soon as possible to confirm the cancellation of your order. If your order contains multiple items, we will dispatch the rest of your order and refund the out of stock item.

E. How can I pay for my order?

We accept payment for your order from the following credit and debit cards: Visa, Visa Debit, MasterCard, American Express and Diners Card. Paypal is also accepted.

F. I received the wrong/faulty item or an incomplete order. What can I do?

In a rare case that you have received a wrong/faulty item or an incomplete order, please contact our friendly staff at xtreme-active@cl-healthtrade.com and outline that you’re reporting a FAULTY item in the subject of your email. We will arrange a free collection from you with Aramex or any other courier service, depending on the location. We will need the following details from you in order to proceed with replacing your faulty item:

• Your Order ID number
• Pictures evidence of the faulty item
• Description of the issues you have with the faulty item
• Any relevant contact information

G. I think my order is misplaced. What can I do?

If you believe your order is misplaced during delivery. Email us immediately at xtreme-active@cl-healthtrade.com

H. I just placed my order. How can I cancel it?

Email us at xtreme-active@cl-healthtrade.com within 12 hours of order placed. If you fail to email us, wait for the order to arrive. Once delivered, send it back to us within 7 days. As our facility receives your returned package, we will refund your order. Please note that customer maybe the bearer of delivery charges, depending on the location. Also note, the package is unopened as you planned to cancel the order.

I. I would like to change my order. What should I do?

Email us at xtreme-active@cl-healthtrade.com within 12 hours of order placed. If you fail to email us, wait for the order to arrive. Once delivered, send it back to us within 7 days. As our facility receives your returned package, we will change your order. Please note that customer maybe the bearer of delivery charges, depending on the location. Also note, the package is unopened as you planned to cancel the order.

4. Returns & Exchanges

A. How do I return the product if I don’t like it?

Xtreme Active offers hassle-free Exchanges & Returns. Please read more about it on our RETURNS AND EXCHANGE PAGE.

B. How can I exchange the order for incorrect size, colour or item itself?

If for any reason you are not satisfied with the product color or size and want to exchange, please make sure you email us at xtreme-active@cl-healthtrade.com. Items must be sent back to us in the original condition with all tags within 7 days of receiving your order.

Xtreme Active wants its customer to have a smooth shopping experience. We offer free exchanges for our customers for wrong sizes or faulty product.

C. Can I get a refund for my shipping costs when exchanging an item?

The customer has to pay for the returns and once the returns are received we will send you the exchanges.

Cash-on-delivery orders are not eligible for refunds, a store credit of equal value will be reserved instead.

5. Payments

A. How do I pay for the order if I don’t have a credit card?

There are various payment options at checkout. Apart from major credit cards (Mastercard, Visa, American Express, PayPal), as well as Alipay. Additional payment options are available on mobile devices (Google Pay on Chrome browser and Apple Pay on Safari browser. ). We are adding PayNow to our website as well. Details can be found upon checkout.

B. How do I know if the order is successfully placed?

Once you have placed an order, you will receive an email confirmation listing all the relevant details of the transaction. Please make sure to check your spam folder as well.

C. When do you charge the credit card?

Your card will be charged immediately when you place an order. Please make sure you have enough limit on your credit card, else the transaction would decline.

D. Is ordering online safe?

We accept online payments through most secured and military-grade encrypted payment platforms like 2Checkout, BlueSnap and PayTabs. Plus, the entire Xtreme Active website is SSL Encrypted, so all your information, including the credit card details are absolutely safe.

E. What currency exchange rates you offer?

International standard exchange rates apply at the time of the payment.

F. How secure are my credit card details?

All credit card transactions on the website are processed using a secure online payment gateway that encrypts your card details in a secure host environment. These details will be fully encrypted and only used to process card transactions which you have initiated.

G. What are your payment options?

We accept four types of major credit cards (Mastercard, Visa, American Express, PayPal), as well as Alipay. Additional payment options are available on mobile devices (Google Pay on Chrome browser and Apple Pay on Safari browser. ). Details can be found upon checkout.

6. Promotions

A. Can I get a different colour from the bundle offer?

Yes, email us at xtreme-active@cl-healthtrade.com.
Let us know with the details regarding the product and colour, and we would do our best to fulfil your request.

B. How do I use promotion code?

On the checkout page on the top below the header click on “HAVE A COUPON?” and enter the coupon number to avail the discount.

7. Account Info

A. I have forgotten my password. What can I do?

If you have forgotten your password, then click on the ‘forgot password’ button on the login screen. You will be asked to enter your email address on the next page.

Once you enter it and hit send, you will receive an email to change your password. Open the email, and click on the link to change password. Another page will open where you can type in your new password.

B. I cannot login to my account. What can I do?

Email us at xtreme-active@cl-healthtrade.com if the login page gives you an error other than ‘incorrect password’ or ‘incorrect email’.

8. Other Info

A. Do you have any retailers where I can walk in and buy your clothes?

Currently, there are no physical retailers that stocks our products. However, if you’re interested in being an exclusive Xtreme Active retailer, feel free to message our friendly staff at xtreme-active@cl-healthtrade.com. 

B. Can you inform me if a specific size or colour is available?

Yes, please go to the product page and add the specific size/colour to the alert list. You will be notified once the items become available.

C. Where are your products manufactured?

Designed in Singapore and most of them are made in China. But we do have suppliers in other countries as well.

D. I sent you an email an hour ago and I have not heard back yet!!

We can’t wait to get in touch with you and will be more than happy to assist you, please bear with us as we receive a high volume of emails and orders. We will get back to your query as soon as possible.