Posted on By olovetime

FAQ

How do I make changes to an order that has been submitted?

Once an order has been sent to the warehouse, it is no longer possible to make changes. Please order carefully.

How do I cancel an order?

Once an order has been submitted to the warehouse, it is usually not possible to make changes or cancel.

If you need to cancel an order, please contact us immediately contact us with your order number. 

If it is not possible to cancel your order in time you/your dropship customer may Refuse the shipment. To refuse a shipment, simply inform the carrier when they attempt to deliver to you, or take the sealed/unopened shipping box back to the shipping carrier’s local office and ask them to Return to Sender. Once the items are back at the warehouse and received, we can issue a credit for the refused products. Please note that if the shipping box has opened, the carrier will not accept it and it is no longer possible to refuse the shipment.

Should you/your customer refuse a shipment, please contact us via email so that we can alert the warehouse.
Please note, the shipping fee and a restocking fee of 30% will be deducted from the total payment.

My order is taking longer than usual to arrive. What should I do?

Once a package has been shipped, it is in the hands of the carrier and out of our control. If your order has not arrived within your selected delivery time frame, please contact us and we can investigate further with the shipping carrier.

Please note that sometimes (especially during the busy holiday season or during severe weather events), the shipping carriers may take longer than usual to deliver, or skip scans along the way. Sometimes packages do not scan until they arrive in their destination city.
Please note: there is a delay due to the COVID-19 and variations.

What do I do if an order has been marked “delivered” but has not been received?

You can track your order using the carriers’ websites, linked below. Select the carrier and input or paste the tracking number. Through these websites, you can also access the carriers’ contact information so you or your customer can inquire directly with the carrier. Often, the carriers can provide more detailed information from their internal system.

USPS: https://tools.usps.com/go/TrackConfirmAction_input 

UPS, UPSMI, UPS SurePost:  https://www.ups.com/track?loc=en_US&requester=ST/

FedEx: Fedex.com: https://www.fedex.com/apps/fedextrack/?action=track

DHL eCommerce: https://www.dhl.com/us-en/home/tracking.html 

OnTrac (XR Only): https://www.ontrac.com/servicesTracking.asp

If you are unsure which carrier your package was shipped with, 17Track provides an all-in-one tracking page: https://www.17track.net/en 

In the event an order is marked delivered, but has not been received, you or your customer should check with neighbors and the apartment office (if applicable). If you or your customer cannot locate the package, your or your customer should contact the local office of the shipping carrier with your tracking number, and ask them to open an investigation.

Once packages are shipped, the items are out of our control. In the event a package is lost, as defined by the carrier, you will need to file a claim with the carrier, and time must be allowed for them to investigate.

What if I receive a defective/damaged item?

We’re happy to help! If you or your customers receive a defective/damaged item, please contact us within the first 30 days after the ship date, with the following information:

  • Order number
  • Item number
  • Detailed description of issue, including any troubleshooting that has been tried
  • Photos (If damaged)

We are happy to help troubleshoot the issue and if the item is defective, we can have a replacement sent or issue a credit to your account. Please note that all product issues must be reported within the first 30 days. If a product issue occurs outside of this period, we are happy to provide manufacturer warranty information (if available). 

What if an item is missing?

If you are missing an item from your shipment, please contact us with the following information:

  • Order Number
  • Missing Item Number

We will quickly investigate and help resolve the issue as soon as possible!

What if I received a wrong item?

If an item you receive is incorrect, please contact us via email with the following details:

  • Order Number
  • Item number you did not receive
  • Name/item number/UPC of the item you did receive
  • Photos of what you received (if possible)

We are happy to investigate and get the correct item sent to you!

My order was returned to sender. What should I do?

If your order is returned to sender as Undeliverable/Unclaimed/Refused, the warehouse will notify us once it has been returned to them and processed. At that time we can issue a credit for the returned product(s). We cannot refund any shipping costs in these cases.

Unfortunately we can not gurante the receipt of the returned package due to the COVID-19. So Please be sure when entering addresses that all information is correct. If the shipping carrier cannot locate the address, they will return the shipment to sender.