FAQs
Have a question about your order, shipping, or subscription? You’ll find quick answers below. If you can’t find what you’re looking for, our friendly Customer Care team is always happy to help.
Accounts & Login
Why does my account look different?
We’ve upgraded to a new, more secure account system powered by Shopify. It’s designed to better protect your information and make it easier to view your orders. You’ll still have access to all your order history and personal details; the layout just looks a little different.
How do I log in to my account?
Our new login process is password-free. When you sign in, you’ll receive a one-time access code by email. Enter that code to log in securely, no password needed
What can I do in my account?
You can view your personal details, and a history of your past orders. For security reasons, subscription management now happens separately through the Manage Subscriptions link on the login page.
How do I manage my subscription?
Click Manage Subscriptions on the login page before signing in. This will take you to your secure subscription portal, where you can update delivery dates, payment details, or cancel your subscription.
Why can’t I manage my subscription directly from my account?
To keep your payment and subscription information safe, those details are stored in a separate encrypted system. You can access it through the Manage Subscriptions button on the login page.
Need help logging in or managing your account?
No problem — our Customer Care team can help. Just contact us here or email customer.service@xtend-life.com
Orders & Shipping
What if my order goes missing?
There’s no risk to you. If tracking shows that your order hasn’t arrived within the expected timeframe, please contact our Customer Care team so we can investigate further. Once confirmed, we’ll replace your order free of charge.
Please note that we can’t take responsibility for packages stolen after delivery. Proof of delivery is based on tracking information from our shipping partners.
What if I’m not completely happy with my purchase?
We want you to love every Xtendlife product you try. If you’re not 100% happy, you can return it within 365 days of purchase for a full refund.
Just email us at refunds@xtend-life.com or call our customer care team to get started. We’ll guide you through the simple return process and issue a return authorization number.
A few quick notes:
- Return shipping costs are covered by you.
- We can only refund one opened bottle or tube per product. Please don’t open a second if you’re planning to return it.
- All returned items (opened or unopened) need to be sent back to us.
- When your refund is processed, the only deduction is for the original shipping cost (unless your remaining order value is over $150.00).
Our team will respond within two business days of receiving your email.
Can I change or cancel my order?
If your order hasn’t yet shipped, contact our Customer Care team, preferably by phone, as soon as possible. We’ll do our best to update or cancel it before dispatch.
How long will delivery take?
Delivery times vary by region. You can view estimated timeframes on our shipping page, during checkout, or in your order confirmation email.
US Tariff Updates: What You Need to Know*
Why am I seeing tariffs at checkout or on my invoice?
From 27 August 2025 (US time), all parcels shipped from New Zealand to the United States are subject to tariffs (duties and taxes) by US Customs. To make this simple, Xtendlife is temporarily covering these costs for you. You may still see tariffs displayed as a line item, but you will not be charged.
Will tariffs change my order total?
No. The price shown at checkout is the final amount you pay.
Will tariffs affect shipping times?
There may be minor delays as new Customs processes are introduced, but we’re working closely with our shipping partners to minimise any impact.
Do I need to do anything different when ordering from the US?
No. All duties and taxes are handled automatically by Xtendlife.
Subscribe & Save
How do I create a subscription?
You can start a subscription from any product page by selecting the Subscribe & Save option before adding to your cart. For a full walkthrough, watch our video or download the quick-start guide on this page.
How do I reschedule or skip my next order?
Click Manage Subscriptions on the login page to access your subscription portal. From there, you can reschedule or skip your next delivery, you can even gift it to someone else if you prefer.
Can I skip only some products in my upcoming order?
Yes. Use the Manage Subscription link on the login page to get to your subscription portal, select View Upcoming Orders, then choose the specific products you want to skip or reschedule.
How do I cancel my Subscription?
You can cancel anytime. Use the Manage Subscriptions link on the login page, then click Cancel under the product you wish to stop.
How do I change my payment method or credit card?
Go to the Manage Subscriptions link on the login page, then open your secure subscription portal to update your payment information.
How often can I schedule deliveries?
You can choose any frequency from one month up to six months between deliveries.
Can I set a specific date for my order to be shipped each month?
You can’t lock in a fixed date, but you can reschedule any upcoming order to ship on the day that suits you best. If it falls on a weekend or public holiday, it will ship the next business day.
I want to edit my upcoming order. What’s the latest time I can do this successfully before it ships?
Please make any updates by 10:00 pm Eastern Standard Time (EST) on the day before your scheduled order date.
When is my payment processed?
Payment processing starts at 12:00am Eastern Standard Time (EST) the day of the scheduled date of the order.
Can I manage multiple subscriptions with different payment methods and/or addresses?
Yes, you can. You can set up more than one subscription, each with its own payment method, shipping address, and delivery schedule.
Can I use a coupon code with my subscription?
Coupon codes can’t be applied to Subscribe & Save orders. If you’d like to use a discount code, place a one-time order instead.
What payment methods are available for subscriptions?
We accept Mastercard, VISA, AMEX, PayPal, Google Pay, Apple Pay, and Shop Pay.
Have prices changed for subscriptions?
Prices may change from time to time. If this happens, you’ll be notified before your next scheduled order.
How do I reactivate a cancelled subscription?
You can reactivate it anytime through the Manage Subscriptions link on the login page. Simply open your orders and select Reactivate, or contact our Customer Care team and we’ll help you.
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