FAQs

Frequently Asked Questions

HASSLE-FREE RETURNS

If you are not completely satisfied with your purchase, you may return the order for a full refund within 30 days from receipt. We accept returns in new condition with original manufacturer tags. Returned items that have been worn or used cannot be accepted. 

Let our customer service team know if you need to return or exchange a purchase and they will be happy to facilitate. 

WHAT IF RETURN IS BEYOND THE 30-DAY WINDOW? WHAT ABOUT DURING THE HOLIDAYS?

The holidays can be a hectic time — we get it! We have an extended return policy for purchases made in October, November and December.

Please contact our customer service team if you wish to return a purchase past the standard 30-day return window. We accept most returns in new condition with original manufacturer tags attached.

HOW LONG DOES FREE SHIPPING TAKE?

Orders greater than $99 will automatically qualify for Free Shipping at check-out.

Transit times depend on your location. Delivery will typically take 2-7 business days from the day you submit your order. We do offer an expedited shipping option at check-out for a fixed rate.

Orders submitted before 2 PM CST Monday-Friday will be shipped and in transit that day. You will receive an automated shipping notification email with pertinent tracking information as soon as your order is shipped.

DO YOU SHIP INTERNATIONALLY?

Yes. We ship standard orders all over the world.

WILL YOU SHIP TO APO/FPO ADDRESSES?

Yes, we are proud to ship to APO and FPO addresses, to the military and civilian forces serving our country at home and abroad. Your shipment will be sent via USPS Priority Mail and pick-up may be required. For further questions or concerns, contact our customer service team.

HOW DO I VIEW MY TRACKING INFORMATION?

You will receive an automated tracking notification email as soon as your shipment tracking number is generated.

Often our automated email notifications are not recognized and may be sorted into Spam. If you do not see your shipping notification email in your Inbox, please check your Spam or Junk folder.

Let our customer service team know if you would like any automated email re-sent to you.

WHAT IF MY PACKAGE IS MISSING OR DELAYED IN TRANSIT?

Please contact our customer service team as soon as you notice an issue with your shipment. Our customer service team is happy to contact the shipping carrier and confirm the location of a delayed shipment. However, once a package is in transit, the recipient will need to contact the shipping service directly for issues with delivery.

If you notice your shipment is marked Delivered, but you have not received it, please be patient. Preemptive delivery scans are very common and often are no cause for concern. Feel free to send us an email if you believe your package was mishandled or stolen.

HOW CAN I INITIATE A RETURN FOR A REFUND?

When you ship a return, we highly recommend that you utilize and note the provided tracking number and insure the shipment. Returns should be shipped to:

ovpen
Returns Department
10014  New York  

416  Fieldcrest Road

WHEN WILL I RECEIVE A REFUND FOR MY RETURN?

You can expect your return for a full refund to be processed and issued within five business days from the day we receive the return shipment.

You will receive an automated email notification as soon as your refund has been issued. Expedited shipping charges are not refunded.

With further questions or concerns, please contact our customer service team.

WHAT IF I’M EXPERIENCING TECHNICAL ISSUES?

Our customer service team can walk you through the check-out process or troubleshoot any issues you are experiencing while visiting our website.

Please reach out to our customer service team at your earliest convenience for technical support.

Still Need Help?

Feel free to use the Chat at the bottom right, or reach out to our customer service team via email at: services@ovpen.com.

We will be happy to assist you.