Frequently Asked Questions
Is your website secure?
Yes, our site is secure. On any page where we ask you to enter your address, phone number or credit card information, we use secure socket layer (SSL) to encrypt the communication. All payments are processed by Shopify/Stripe. Please note that we do NOT store credit/debit card numbers, nor do we share customer details with any 3rd parties.
What are the payment options available?
We accept Visa, MasterCard, American Express, JCB, Discover, and Diners Club. Please note that we do NOT store credit/debit card numbers, nor do we share customer details with any 3rd parties. All prices are in USD $ / US Dollar. All payments are processed by Shopify/Stripe.
How long does delivery take? Once I've placed my order, how long will it take to arrive?
We source and ship most of the products from China, please read delivery estimation time below. After an order has been placed, your items will be sent out within 2-5 business days. For most items, it would usually take 10-15 business days for shipping (US & Canada) and 30+ business days delivery to other countries (China Post).
Due to the popularity of certain items in our catalog, shipping times may take longer than the estimates and up to 35 business days. If your order hasn't arrived within 45 business days of the date of original purchase, contact our support team for a full refund of your purchase.
Delivery and mail theft is continually on the rise, especially during the holidays and with each shipment we provide a tracking number either through FedEx, UPS or USPS. If for some reason, your delivery is stolen and we can verify with the tracking number that the shipment was delivered, we do not take responsibility and ship another order for free nor do we provide a refund. We encourage all of our customers to utilize a secure post office box, drop box or have it held at a local FedEx or UPS station to avoid this concern. Additionally, if the products delivered are perishable and perish during this delay, Opovoo.com does not accept responsibility nor provide a refund.
(This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
What do you charge for shipping?
Shipping charge is calculated at the time of purchase.
Do you offer a guarantee? 60 Day Return Policy
Yes. We want you to feel comfortable and confident when shopping at Opovoo. That is why we offer an easy, hassle-free 60-day return policy. If you are not completely satisfied with your purchase you may return it for a full refund (minus any shipping and/or gift packaging charges, if any) within 60 days of the delivery date. The item must be returned in a new and unworn condition. You will be responsible for the return shipping cost.
Why do I not get FREE SHIPPING?
We offer Free Standard Shipping on orders $50 and up. International shipping is calculated based on a number of factors including the shipping method, the weight of the items purchased, the country of manufacture and the destination of the package.
Do you provide international shipping?
Yes, but certain items on our online site may be unavailable for international shipping. International shipping is calculated based on a number of factors including the shipping method, the weight of the items purchased, the country of manufacture and the destination of the package. All customs, taxes, import duties, brokerage fees, or any additional charges by your local government are the responsibility of the recipient.
Important: Customers are solely responsible for all duties, import taxes and brokerage fees. These are not included in the cost of shipping or handling of your order. Customs, duties, and taxes vary widely from country to country; please check with your local customs agency for details on estimated costs. Customs, duty, and taxes are non-refundable: so if you refuse a shipment because of unexpected import fees, the cost of the original shipping, any brokerage/customs/duty/taxes, and any return shipping charges will not be refunded.
How do I change my delivery address?
Please contact us as soon as you realize you need to change the delivery address as once it is shipped we cannot change the address.
Where can I look up my order status?
Simply go to this page http://www.opovoo.com/pages/order-lookup and enter your order number and email address.
Why didn't I set a Tracking Code?
Standard shipping offers great low rate shipping, however, orders under $100 using standard shipping may not have a tracking code.
Is shipping included in the prices?
If product name includes 'free shipping', then you will do not need to pay for shipping cost. Not every product has free shipping and varies from country to country.
Will my items be sent in one package?
For logistical reasons, items in the same purchase will sometimes be sent in separate packages, even if you've specified combined shipping. Please keep this in mind when receiving deliveries.
When will you ship my items? How long do we take to process orders?
All items are subject to a handling period before they are dispatched. - 99% of orders leave the warehouse within 2-5 days of payment. Some items are sent separately so you may receive your order in two or more packages.
What Is split shipped?
If an item is not in stock when the order is placed processing will not begin until it has arrived. If you order multiple items the order will be split shipped and items in stock will be sent first; then when the others are in stock they will be sent separately.
Do you ship to PO boxes?
We cannot ship to P.O. Boxes. Unfortunately, we cannot accept a post office box for shipping purposes because our shipper only delivers to street addresses.
Can you cancel my order?
We are unable to cancel orders once they have been sent to our warehouse for fulfillment. Please contact customer service by email at email@example.com to see if your order is eligible for cancellation.
How do I return/exchange an item?
So if for any reason you are not completely satisfied with your purchase, simply return the item or items to us in their original condition within 7 days of receipt. To arrange a return, please email us with your full name and order number letting us know whether you require an exchange or refund. Returns or exchanges sent to us without a note cannot be processed. The cost of returning the item to us is your responsibility and the item is your responsibility until it reaches us. We will not refund postage costs unless the item is faulty or is a mistake made through us.
Returns for refund
Any returned items will be refunded as soon as possible upon receipt. We will minus the cost of the initial postage fee. You will be notified by e-mail as soon as this has been done. If a discount was applied to your original order, the amount refunded will be adjusted accordingly.
Order Acceptance and Billing
By confirming your purchase at the end of the checkout process, you agree to accept and pay for the item or items ordered.
You must provide truthful and accurate billing information. Providing any untruthful or inaccurate information may result in order cancellation. Before we accept and process an order, we may also request that you provide additional information. We reserve the right to refuse or cancel an order for any reason, including limitations on quantities available for purchase, inaccuracies, or errors in product or pricing information, or problems identified through our efforts to avoid fraud and/or account abuse.
We reserve the right to limit availability of, and/or to discontinue, any content, product, service, or other feature described or available on our site to any person, entity, geographic area, or jurisdiction, at any time and in our sole discretion, and to limit the quantities and/or cancel orders of any content, product, service, or other feature that we provide.
If your order is canceled after your credit card (or other payment account) has been charged, we will issue a credit to your credit card (or other applicable payment account) in the amount of the charge. We will contact you if all or any portion of your order is canceled or if additional information is required to accept your order. We may request a pre-authorization for some orders placed online with a credit or debit card. This pre-authorization will not be billed to you; however, your card issuer may hold this amount for a short period. Your card issuer determines the length of time the pre-authorization is held. We do this to ensure that the card details are still valid and that you have sufficient funds to complete the transaction.
Title to Products and Risk of Loss
The risk of loss and title for all products ordered on Opovoo.com passes to the customer when the order has been delivered to the shipping carrier. We are not responsible for risk of loss and title for a product ordered from or to be delivered by one of our authorized partners or a third party distributor.
Customers are responsible for filing any claims with common carriers for damaged or lost shipments of products. We reserve the right to ship the ordered products in multiple boxes or shipments.
In the event you are unable to reach a satisfactory agreement with the common carrier for lost or damaged products, please notify us at firstname.lastname@example.org and we would be happy to discuss how we can help you resolve your issues with the common carrier.
How many free items/giveaways can I order?
We have a limit of 1 promotional free items/giveaways per order.
Where is my order confirmation?
Once you have placed an order, you should receive an email confirmation to the email address you provided. If for some reason, you did not receive this email, please check your spam folder before contacting our customer service team.
Do you offer Military discounts?
Yes, active, retired and reservist US Army, Navy, Air Force, Marines, and Coast Guard personnel are eligible to receive a 10% Opovoo military discount. To receive the military discount code, simply click here http://www.opovoo.com/pages/military-discount
December Shipping Due Dates
Please note: Any items ordered after December 3 will not arrive before Christmas as average shipping time is 10-15 business days for delivery for US & Canada and 30+ days delivery to other countries (China Post).
Please note that we source certain items from abroad (Asia). The expected processing times will be affected by the Chinese New Year holidays. Please allow up to 20 business days for delivery during that time. Pease also read the shipping & delivery info at http://www.opovoo.com/pages/shipping-information.