Q: What is your return policy?
A: We offer a 14-day return policy, which means you have 14 days from the date of receipt to request a return. All returned items must be in the same condition as received and in their original packaging.
Q: What does "not shipped" specifically mean?
A: "Not shipped" refers to the status before you receive any notification that your order has started processing. This means that once you receive a notification indicating that your order has begun processing (even if the logistics tracking information hasn't been updated), our team has already started working on your order. Therefore, please understand that in this case, we cannot provide a full refund for shipping costs because actual labor and other resource costs have been incurred. Thank you for understanding and respecting the hard work of our employees.
Q: Under what circumstances are shipping fees not refundable?
A: All shipping fees paid on the original order are non-refundable unless the return is due to an error on our part or the product is defective. (We respect the labor contributions of every staff member.)
Q: How do I initiate the return process?
A: To qualify for a return, please contact us at support@odm2oem.comm.
Once your return request is accepted, we will send you a return shipping label along with detailed instructions on how and where to send your package.
Q: Can I exchange items?
A: Yes, we have a 14-day return policy. We recommend placing a new order for the desired item and requesting a refund for the original order. This approach can save time for both parties, allowing you to receive your new item more quickly.
Q: Which items cannot be returned?
A: All items discounted by 50% or more are considered final sales and are not eligible for returns or exchanges.
Gift cards, gift boxes, and sets are also final sales and cannot be returned or exchanged. (Some of our products have customized attributes, making them unsuitable for resale.)
Do you offer free returns?
The costs associated with returns primarily depend on the value of the goods and shipping fees. Please refer to the following common scenarios for details:
Items damaged or missing parts due to our error.
Goods not matching the description.
Returns not delivered back to the sender.
Items not delivered within 30 days.
When do you cover the shipping costs?
We will cover the shipping costs under the following conditions:
If the return is due to an error on our part (e.g., wrong item sent, defective product).
For exchanges due to product defects or errors made by us.
In all other cases, the customer is responsible for the return shipping costs.
What are the exceptions or non-returnable items?
Products exceeding the 14-day return window.
Purchases over $1,000.
Customized products.
Items not inspected upon delivery.
How long does it take for refunds to be processed?
Once we receive and inspect your returned item, we will process your refund request within 5 to 10 business days. The exact timeline for the refund to appear in your account may vary depending on your bank or payment platform. For the most accurate information, please consult your card issuer or payment service provider directly.
Summary of the Return Process:
1.Determine if your order qualifies for a refund or return.
2.Submit an inquiry to support@odm2oem.com.
3.Confirm the refund amount.
4.Follow the provided return address and shipping label instructions.
5.Share responsibility for shipping costs based on the situation; we cover costs if the return is due to our error or product defect.
6.We will process your return within 5-10 business days after receiving the returned item.
Warehouse:
(US) Portland,OR
(CN) Shenzhen
Free shipping for Non-U.S. regions on orders > $69 USD.
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