FAQ


FAQs

ORDERS & PAYMENT

How can I update my order or change my shipping address?

If you want to edit your order or change your shipping address, please contact us at hello@oplie.com. We’ll be able to edit that for you as long as the order isn't already in process.

 

How can I pay for my order?

We offer safe shopping and accept payment via Paypal, Credit card, Debit card or VISA - choose what most suits you! All products are listed in US Dollar, and our system will automatically convert your currency to make it easy for you when placing an order.

Which currency are you using?

Our products are all listed in USD. But our system will automatically convert any price in your local currency - no worries, just browse and have fun!

Cancellations

If you want to edit or cancel your order, please contact us at hello@oplie.com. We’ll be able to edit that for you as long as the order isn't already in process.



After Purchasing on Oplie.com



WHY DON'T I SEE THE SAME DEAL ON YOUR WEBSITE THAT I SEE ADVERTISED ON FACEBOOK?

After we stop our Facebook advertisements, some posts are still shared and liked by our customers. We can't stop this since it's the way Facebook works.



When will I receive my order confirmation or tracking email?

 

You will receive a confirmation of your order once the order has been placed successfully. You will also get notified about the shipping information once the order has been shipped. The notifications are sent to the registered email address. If you do not receive an order confirmation or tracking about your order, it's likely they were marked as spam or you have mistyped your email address. Some email providers may mark our emails as spam or completely block them. Check your spam folder for emails about your order and make sure to add our emails to your safe list. You can also send us an email at hello@oplie.com with your order number/ details and we will check for you.



How do I change or cancel my order?

Please send us an email at hello@oplie.com  if you need to change your order. Please be advised that some orders are shipped very soon after placement, it will not always be possible to make changes.

Orders may be canceled if they have not been processed and shipped. After they have been processed they may not be canceled.

The item took more than 50 days to arrive.

We hate making you wait.   If an item takes more than 50 days to arrive, we will refund you.

You may be asked to provide proof that the item arrived after 50 days, after which our team will review the refund request. If we approve it, the refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

The item arrived broken/damaged/defective.

We want to see you happy.  If the item arrives broken, defective or damaged, we will refund you. You may be asked to provide proof that the item is either broken or damaged, after what our team will review the refund request. If we approve it, then the refund will be processed and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Note: We reserve the right, at our discretion, to reject any refund request we believe is not legitimate.

SHIPPING

WHEN WILL YOU SHIP MY ITEMS?

All orders are subject to a handling period before shipment, usually 2 - 5 business days. Most orders leave the warehouse within 3- 5 business days after receipt of payment.

You will then receive notification of both processing and shipment. In many instances,we ship from our warehouses in either the US or Asia depending on the item purchased and the availability of the product at the time

Orders may be canceled if they have not been processed and shipped. After they have been processed they may not be canceled.

Please make sure to provide the correct shipping address. Oplie can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.

In some cases, international shipments will require import/customs taxes be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES. Oplie will not be held responsible for customs taxes.

When Will My Items Arrive?

Once your transaction is complete, Oplie will ship your item from one of our fulfillment hub located in the United States, Asia or United Kingdom.

We process and ship most of our orders within 24 hours. Delivery time will be different depending on where you are, more than 85% of the orders arrive within 10 -15 days. Due to high demand, our carrier may take longer than the estimated delivery time to deliver our items to you. Additional delays may occur due to weather conditions, holidays etc.

 

U.S. Shipping Timeline

Most in-stock items generally arrive within 10 - 15 business days after payment of  your order received.



International Shipping Timeline

We ship to over 100 countries worldwide! Most in-stock items generally arrive within 15-30  after payment of  your order received.

Please note: although we try our best to deliver your items during the estimated time frame, delivery dates are not guaranteed.

International shipping restriction

  • Delivery is available for Post Office boxes.
  • Gift Card delivery is not available.

International Taxes, Duties and Customs Fees

  • Oplie ships your package DDU, duties and taxes unpaid, and does not collect VAT, duties and/or taxes and cannot predict what your particular charges may be. For more information regarding your country's custom policies please contact your local customs office.
  • Please note: International shipments may be subject to import taxes, duties and customs fees, which are levied once your package reaches the country of destination, and are the responsibility of the recipient.

Please note that shipping windows are estimates and delivery dates cannot be guaranteed.




WILL MY ITEMS BE SENT IN ONE PACKAGE?

For logistical reasons, items will sometimes be sent in separate packages. Please keep this in mind when receiving deliveries. If you have any other questions, please contact us.






Shipping Issue

What is the status of my order?

You can use the tracking number provided to you via E-mail. If you are having trouble locating your parcel, please don't hesitate to contact us via hello@oplie.com or visit our contact page.

For courier phone number and shipment tracking, please visit: https://oplie.aftership.com/

Please note, it takes 3 - 5 days for processing and handling, once your order has actually shipped, tracking information will usually become available within 48 - 72hrs to show.

 

There is a possibility when there is no update about your package for long time and this raises question in your mind. There are a few possible reasons as mentioned below.

  1. Delivery time varies a lot from country to country and is dependent on type of service chosen by your courier.
  2. On top of this there are additional checks e.g. custom checks done by various countries. This all may add to show your package in transit for a long time.

What should you do?

  1. For international packages, it is safe to assume that delivery may take longer than usual in few cases.
  2. Reach out to your courier/shipping company along with your shipment tracking number and additional details e.g. name, address etc.
  3. Request your courier/shipping company to check status of your package.
  4. In case you do not have tracking number with you or you are not sure about which courier/shipping company is handling your package, please reach out to our Customer Loyalty Team at hello@oplie.com to obtain this information.
  5. You may consider using premium delivery methods in future. This will bring faster delivery and peace of mind to you.














What can cause my order to be delayed?

There are many reasons that a package can be delayed. If you suspect your order cannot be delivered as addressed, please contact us within 48hrs of your order date.

Incorrect Address. If the address is incomplete, illegible, incorrect, outdated or cannot be located.  

Address Format. If an address was entered in a format our system does not recognize, the package may be shipped through a carrier that cannot deliver.  

Failed Delivery Attempts. Delivery is impossible because of the unavailability or refusal of an appropriate person to accept delivery or sign for delivery of the Shipment on the initial delivery attempt or re-attempts. After a few failed attempts, the package will be disposed at the postal office or returned to us.  

Damaged During Transit. In this process, you may contact us via hello@oplie.com and we can process a replacement immediately for you.

Other Transportation Problems. Packages can be sorted to the wrong carrier or labels can be damaged such that the carrier is unable to determine the correct delivery address.

Customs Clearance. Shipment is unable to clear Customs.

Please note: If a package is undeliverable for any reason, we will attempt to notify you. The charges associated with the original shipment remain due and payable within. Our Guarantee Policy does not apply to "undeliverable" or returned packages.

If a package cannot be delivered or returned, the package may be transferred or disposed of by carrier in its sole discretion - with or without notice - and the recipient (if known) agrees to pay any costs incurred in the disposal and or return.

It is the Recipient's responsibility to ensure that all necessary documentation has been provided to us or directly to the carrier to ensure a successful delivery. If Carrier requires the correct information or documentation to be submitted by the Recipient and the Recipient fails to supply the required information or documentation within a reasonable time as Oplie may determine, the Shipment may be considered undeliverable. We assume no responsibility for our inability to complete delivery under such circumstances. Use of P.O. Box numbers, P.O. Box ZIP codes or incorrect ZIP codes, omission of suite numbers, apartment numbers or the use of old street addresses for recipients who have relocated, are examples of addresses requiring corrections. We will not be liable for failing to meet our delivery commitment for any shipment with an incomplete or incorrect address. An additional fee will be assessed for shipments that are re-delivered.









How To Collect Package From Courier Office?

Please contact the shipping courier to help you schedule parcel collection from courier office.

What should you do?

  1. Call your courier company local office to confirm pick up location.
  2. In case your courier company does not have office in your city, please go and visit their tie up companies office. e.g. China EMS (ePacket) delivery is taken care by USPS once package reaches USA. If you wish to pick up your packet in USA, please reach out to USPS nearest location in above example.
  3. In case you do not have tracking number with you or you are not sure about which courier/shipping company is handling your package, please reach out to our Customer Loyalty team at hello@oplie.com to obtain this information.

For courier phone number and shipment tracking, please visit:  https://oplie.aftership.com/




What Is My Package Expected Delivery Date?

Oplie’s tracking fetches data from the courier and displays the same information. Please note only few courier companies and services provide expected delivery date.

Delivery time varies a lot from country to country and is dependent on type of service chosen.

What should you do?

  1. For international shipments, it is safe to assume that delivery may take longer than usual in few cases.
  2. Reach out to your courier/shipping company along with your shipment tracking number and additional details e.g. name, address etc.
  3. Request your courier/shipping company to check status of your package.
  4. In case you do not have tracking number with you or you are not sure about which courier/shipping company is handling your package, please reach out to our Customer Loyalty Team at hello@oplie.com
  5. You may consider using our Express delivery methods in future. This will bring faster delivery and peace of mind to you.

Please contact courier directly for further enquiries.

For courier phone number and shipment tracking, please visit: https://oplie.aftership.com/





My Package Is Stuck In Transit For A Very Long Time

Delivery time varies a lot from country to country and is dependent on type of service chosen by your courier.

Some trackers take longer to update. Sometimes your parcel has already moved but the tracker was not updated.

On top of this there are additional checks e.g. custom checks done by various countries. This all may add to show your package in transit for a long time.

What should you do?

  1. For international packages, it is safe to assume that delivery may take longer than usual in few cases.
  2. Reach out to your courier/shipping company along with shipment tracking number and additional details e.g. name, address etc.
  3. Request your courier/shipping company to check status of your package.
  4. In case you do not have tracking number with you or you are not sure about which courier/shipping company is handling your package, please reach out to our Customer Loyalty Team at hello@oplie.com to obtain this information.
  5. You may consider using our express delivery methods in future. This will bring faster delivery and peace of mind to you.

For courier phone number and shipment tracking, please visit:  https://oplie.aftership.com/





How to change delivery schedule/date for my package?

Once your order has shipped, your delivery schedule/date is maintained by your courier/shipping company and they are solely responsible to take care of your delivery.

What should you do?

  1. Reach out to your courier/shipping company along with your shipment tracking number and additional details e.g. name, address etc.
  2. Request your courier/shipping company to change your delivery schedule/date.
  3. In case you do not have tracking number with you or you are not sure about which courier/shipping company is handling your package, please reach out to our friendly Customer Loyalty Team at hello@oplie.com

For courier phone number and shipment tracking, please visit:  https://oplie.aftership.com/





How to change mobile/contact number given as part of address?

Once your order has shipped, your address and mobile number is maintained by your courier/shipping company and they are solely responsible to take care of your delivery.

What should you do?

  1. Reach out to your courier/shipping company along with your shipment tracking number and additional details e.g. name, address etc.
  2. Request your courier/shipping company to change your contact number.
  3. In case you do not have tracking number with you or you are not sure about which courier/shipping company is handling your package, please reach out to our Customer Loyalty Team at hello@oplie.com to obtain this information.

For courier phone number and shipment tracking, please visit: https://oplie.aftership.com/





My package did not arrive by the estimated delivery

If your tracking information shows that your package was delivered, but you can't find it:

Within 36 hours of expected delivery

  • Verify the shipping address
  • Look for a notice of attempted delivery
  • Look around the delivery location for your package
  • See if someone else accepted the delivery
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive mail. Wait 36 hours - in rare cases packages may say delivered up to 36 hours prior to arrival
  • If your order is 36 hours past the expected delivery date, please hello@oplie.com

    Why there isn't any further update after shipment leaves the origin country?

    Oplie automatically gets tracking info for both origin and destination country for international shipments of postal service (e.g. Swiss Post, USPS). However, not all destination postal service provides tracking info and Oplie tracking may not support tracking of the destination carrier.

    For courier phone number and shipment tracking, please visit: https://oplie.aftership.com/



    Why “Pending” status does not get any updates?

    Oplie will automatically get the latest tracking information from couriers every few hours. So please be patient.

    If "Pending" status is showing for awhile, it generally means that the courier does not have any delivery information for the tracking number.  Oplie will continue tracking until the courier updates the information.

    Please note that the “Pending” status will change to “Expired” if the courier does not provide any delivery information updates for over 30 days. Oplie will stop tracking the shipment.

    For courier phone number and shipment tracking, please visit: https://oplie.aftership.com/

    Return and REFUND POLICY

    Returns

    We accept returned exchanges, if you notify us at hello@oplie.com within 10 days after your package has been delivered (according to the tracking information provided). If 10 days have gone by after your package has been delivered, unfortunately we will not be able to offer you a refund or exchange.

    To be eligible for a return, your item must be in the same condition that you received it. It must also be in the original packaging.

    Several types of goods are exempt from being returned:

    • Seasonal goods cannot be returned.
    • Intimate or sanitary goods.
    • Health and personal care items.

    In the events where the product received comes with manufacturing defects, buyers are entitled to request for a product replacement within 10 days of receiving the item. To request for a replacement, buyers are required to provide photographic evidence of the product's manufacturing defects to hello@oplie.com. If the case is deemed valid, we will cover related cost to deliver a replacement!

    **Please also include your invoice number/order number for us to match up your order in the system

    *** Please enclose in the return package, your order info and state clearly if you would like a replacement or refund.

    The following information is needed as evidence for us to process your request quicker:

    1) Order number

    2) Your email address you used to order

    3) Return shipment tracking number

    4) Reasons for return

    Please send the information to us via email at hello@oplie.com. You should also enclose it in your returned package for us to match your order. Without the evidence, your package may be recognized as unidentified mail.

    Refunds (if applicable)

    Once your return is received and inspected. We will notify you of the approval or rejection of your refund.

    If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Alternatively, the credit can be applied via form of an electronic gift card of equivalent value.

    Late or missing refunds (if applicable)

    When refunded, a notification will be sent to your email. Please refer to the official time of refund.

    • Please check your bank balance again, transactions may have been delayed.
    • Contact your credit card company, it may take some time before your refund is officially posted, as it may take up to 3-5 business days for them to process the credit.
    • Next contact your bank. There is often some processing time before a refund is posted.

    Please contact us at hello@oplie.com should you have further questions.

    Exchanges (if applicable)

    We only replace items if they are defective or damaged.  If you need to exchange it for the same item, send us an email at hello@oplie.com.

    Shipping Return Product

    To return your product, please send us an email at hello@oplie.com, and we are more than happy to guide you the return process!

    Please be reminded that you will be responsible for return shipping label

    Please note that unless the items are defective:

    - Shipping cost is not refundable.

    - All returns are subject to a 30% restocking fee

    Depending on where you live, the time it may take for your exchanged product to reach you may vary.

    Please take note that items returned without a trackable shipping method will not be processed, since we cannot guarantee that we will receive your returned items.

     

    WHERE ARE YOU BASED?

    We're happily based in Bradenton, Florida - the beach capital of the US of A.

     

    HOW DOES SHIPPING WORK?

    Oplie partners with global merchants and artisans in order to provide you the best prices and the most interesting products. This means that your order is shipped from global areas such as Thailand, Tibet, China, India, etc. via our partnership with USPS.

    Because we ship directly from our partners in these countries, your item may take 3-5 weeks to arrive. Please do not panic if it does not show up immediately, it's on its way (please email us for tracking code)  :)

    We offer international shipping options too - no matter where you are, you can buy from us!

     

    THE TRACKING NUMBER FOR MY ORDER STOPPED UPDATING, WHAT HAPPENED?

    If you're buying from outside of the U.S. (particularly in Canada), your country's customs department may decide to hold your items at the border temporarily, often without explanation! Note: Canada's customs department takes a particularly long time to resolve these holds. This is relatively rare, but if your order is held up in customs, we suggest calling your country's customs department directly and ask that they release your items immediately.

    Note: if for some reason your order is never released by customs, we'll send you a replacement!

     

    WHAT IF I NEED TO RETURN SOMETHING?

    No worries! Contact us right away and we'll help guide you through the process - we'll send you a prepaid mailer to send the item back.

    HOW DO WE CONTACT YOU WITH PRESS INQUIRIES?

    Send us an email via this form and we'll get back to you as soon as we can.