groovico is absolutely right, Ive seen it over an over on my sites (not Xcart related), and users just dont know.
Like for example in some Terms and Conditions I have a RMA (Return for Merchandise Authorization) and they call you back saying "HOW DO I RETURN OR CHANGE THE MERCHANDISE" ohh, just want to ignore him, but customers are customers.
What I do, if they ask by email for example, something that is already posted on the site is give him the link to the post, thats all.
Example:
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Re: What are your T&C's
http://yoursite.com/t&cs
Original Message
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bla, bla, bla
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Just bookmark your Terms and Conditions and send them the link without saying anything. Saying something over and over to customers is so annoyting, most of all when it has to do with the same G*d damn things, thats why we use FAQs, T&C's and all, but users always onderestimate them.