Where do you ship?
We ship worldwide. Free US shipping is available on orders $150+. Rates and delivery information are in our shipping policy.
How do I choose my size?
Open “size guide” on the product page and compare the measurements with a piece you already own. Need a second opinion? Email shop@byxtra.com before ordering.
When will my order ship?
Check our shipping policy for processing and delivery information. If a product is a pre-order, its estimated shipping window is listed in the product description.
Where do you ship from?
We ship from our fullfilment center in Brooklyn, New York!
What is byXTRA?
A little world of good clothes and big personalities, designed in Tokyo. Welcome to your local byXTRA superstore.
How do I care for my pieces?
Wash clothing cold on a delicate cycle and hang dry. Hand wash washable accessories gently. Always follow the item’s care label and product-specific instructions. Avoid bleach and high heat.
Will I pay customs fees on delivery?
Shipping, duties, and import taxes are calculated and paid at checkout. No additional customs payment is required on delivery.
How do I track my order?
Use the tracking link in your shipping confirmation email. A tracking number can appear before the carrier has scanned the package, so the first update may take a little time.
Can I return or exchange an item?
Please check our refund policy before ordering. Check your size guide carefully, and email shop@byxtra.com if you need help choosing a size.
My item arrived damaged, incorrect, or incomplete. What now?
Email shop@byxtra.com with your order number, a description of the issue, and clear photos of the item and packaging. We’ll help you with the next steps under our refund policy.
What is Route package protection?
Optional package protection is offered through Route at checkout. Read the Route information in your cart for pricing and coverage. If you chose protection and need help with a lost, stolen, or damaged package, follow the claim instructions in your Route email or visit Route’s claims portal.
Does every order plant a tree?
Yes! For every order, we plant one tree through GoodAPI. Open “plant a tree” on a product page or the tree note in your cart to see the GoodAPI badge and planting information.
Is an item reserved when I add it to my cart?
Adding an item to your cart does not reserve it. Availability can change before checkout is completed, especially during a new drop.
I haven’t received my order confirmation.
Check your spam folder and the email address used at checkout. If it’s still missing, contact shop@byxtra.com with the name and email used for your order. Please check before placing the same order again.
Can I change an order or my shipping address?
Email shop@byxtra.com as soon as possible with your order number and requested change. Changes may not be possible once fulfillment begins; please double-check your details before paying.
How do I hear about new drops and restocks?
Join our email list using “join us” in the menu. Follow us on Instagram for collection updates, behind-the-scenes moments, and restock news.
let’s talk.
For order questions, include your name and order number.
