Frequently Asked Questions

Frequently Asked Questions

How do I choose the correct Xhorse product?

Check the product page for supported vehicles, region, frequency, connector, blade profile, clamp, software, and included accessories. Send us your vehicle make, model, year, VIN region, and required task if you need help.

Are tokens, subscriptions, or activation required?

Requirements vary by device and function. Some operations may require points, tokens, an active database, an account, or a separately purchased adapter. The product description identifies known requirements; contact us before ordering if a specific function is essential.

How quickly will my order be dispatched?

Most in-stock orders are prepared within 1-3 business days. Special-order items, verification, holidays, or temporary stock shortages may take longer.

Which carriers are available?

Depending on destination and package value, delivery may use DHL, UPS, FedEx, EMS, TNT, China Post, Singapore Post, Hong Kong Post, or a dedicated line.

How do I track my order?

Open the Track Order page and enter the requested order details. Tracking can take 24-72 hours to update after dispatch.

Will I pay customs duties?

International orders may be charged import tax, VAT, brokerage, or customs fees by the destination country. Unless checkout states otherwise, these charges are paid by the recipient.

What should I do if an item arrives damaged or does not work?

Contact us promptly with your order number, a clear description, photos, and a short video showing the issue. Keep all packaging and accessories while we review the case.

Can I return an item?

Eligible unused products may be returned under our Returns & Refunds Policy. Contact us before shipping anything back so we can provide authorization and the correct address.

Contact Our Team

Email: info@xhorsetool.us
Business hours: Monday-Friday, 8:30 AM-6:00 PM (UTC+8).