This Online Purchase Information governs purchases made through the website. Please read these terms and conditions before placing your order. By placing your order online, you have agreed to the following terms and conditions.
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.
- Processing time is separate from shipping time.
- Orders are processed Monday-Friday (excluding holidays).
- Please allow 3-5 business days for your order to process.
- Shipping time is based off the method selected by the customer at checkout.
- Shipping timelines do not apply to orders shipped to APO/FPO addresses.
Shipping fees are non-refundable. For items returned to Opovoo due to an undeliverable addresses or issues with Customs, refunds will be issued for the net price of your item(s) minus the shipping charge.
Opovoo does not hold or accept any responsibility for packages that have been stated as items lost, stolen, stuck in transit, or delivered. We do not issue refunds or store credit for packages that the courier confirms as lost in transit or delivered. Concerns or questions about your order after it has shipped should be made to the carrier directly. The Customer Support Team can only see the same tracking information given to the customer through the tracking number.
International Shipping: Opovoo is not responsible for the payment of Customs or VAT Fees. The fee varies and is determined by each country and cannot be calculated in advance. By processing an order, you agree and acknowledge you will pay any Customs and VAT fees that may occur.
Free Shipping Information
- We offer FREE Ground Shipping on all US 48 states merchandise orders of $99 or more. Free Shipping offer is only available for orders shipped in the continental United States and excludes Alaska, Hawaii, U.S. Territories, PO Boxes, APO/FPO addresses, international destinations and oversized packages.
- All orders leave our warehouse within the same week (Mo-Fr).
- Product total must be over $99.00 after all other discounts have been applied and before taxes.
- Offer applies to Standard shipping only.
- Once the order has been generated tracking information, you will be notified via email (Preferred Shipping & Handling only).
- Free shipping may not apply to certain heavy or oversize orders. This option appears as "Standard Shipping $0.00 " during checkout. Most Economy packages are shipped through UPS and then the final delivery is made by the U.S. Postal Service.
- Not valid on prior purchases.
- Not valid in conjunction with any other special offers or promotions.
- Offer does not apply to Institutional orders.
- Limited time offer.
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. For free promotional items, we always charge shipping and handling. For free items, there is a limit of one (1) item per customer. Free Shipping or other coupons can not be used for free promotional items.
We source and ship most of the products from Asia and USA. After an order has been placed, your items will be sent out within 3-5 business days. For most of the items, it would usually take 10-15 business days for shipping (U.S.) and 15+ 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. If your order hasn't arrived within 30 business days of the date of original purchase, contact our support team for a full refund of your purchase. (This policy excludes errors made by customers when providing shipping details on their order(s) or missed parcel deliveries).
Your multiple-item order will generally be shipped separately, due to different warehouse locations for various items. This means you may receive part of your order before the rest of it, and this is completely normal. Unfortunately tracking information is not always available. Thank you for your patience and understanding!
Where is my order? Delayed shipping.
If in the event your delivery is delayed by the courier company or USPS, the steps are as follows:
- our team will request an urgent update with the delivery company
- in the event the delivery company advises they can not find your delivery, we will send a replacement of your purchase or offer a refund.
Please contact us at firstname.lastname@example.org with your order number.
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.
Why didn't I get a Tracking Code?
You will receive an automated tracking number via email from USPS, UPS or FedEx after the order has been fulfilled and ready for shipment; there is no need to request a tracking number. Unfortunately tracking information is not always available.
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. For free promotional items, we charge shipping and handling. For free items, there is a limit of one (1) item per customer. Free Shipping or other coupons can not be used for free promotional items.
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.
What is Priority Processing / Fast Expedited Handling / Rush Processing?
By adding Priority Processing / Fast Expedited Handling / Rush Processing to your order, we will process your order the same business day if placed before noon PST. Orders received after noon PST or on Saturdays/Sundays/Holidays will be processed the next business day. Priority Processing / Fast Expedited Handling / Rush Processing is not rush shipping. Priority Processing / Fast Expedited Handling / Rush Processing does not affect actual transit time.
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 by 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.
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 email@example.com and we would be happy to discuss how we can help you resolve your issues with the common carrier.
General Shipping Policies
Delivery and mail theft are 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.
Sadly we are not responsible for any lost or unclaimed packages. Please contact your local post office to inquire where your package may be - sometimes it's held at your local main post office branch for you to pick up.
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.
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.
We cannot guarantee the delivery timeframe if the post office has any unexpected delays due to holidays, weather, customs, or other conditions. Delivery times may vary, especially during peak periods.
We are not responsible for import duties taxes and customs fees. Please choose some local sellers, if you cannot wait patiently in the shipping time we declared.
Please double check to make sure your shipping address is correct. If an item is returned because of wrong address, you will be required to pay additional shipping charges.
We appreciate your patience if you haven't received items in 30 days. If you are concerned in any way, please feel free to contact us via the contact form instead of leaving negative/neutral feedback or opening a dispute. We will make every effort to fix any problem (resend or refund any missing item).
December Shipping Due Dates
Please note: Due to the enormous volume of orders & packages sent during the holiday season, any items ordered after December 1 will not arrive before Christmas as average shipping time is 10-15 business days for delivery (US) & 15+ business days to other countries.
During the Chinese Holidays (28th Jan to 19th Feb 2019), we might expect shipping times of 20+ business days.
Due to the small nature of our company, we cannot be lenient about our refunds and exchange policies.
Sadly we can't afford the costs of services that large companies like Amazon or Target could provide. Thank you for understanding.
Updated: June 20, 2019