Do I pay taxes and duties?

Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.

Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at OOHPANE. For further details of charges, please contact your local office.

I just placed an order, when will it be shipped? 

Please allow 2 - 5 business days of processing for your order to ship out. 

How long is the shipping times? 

Average transit times is 5 - 15 business days after the parcel is shipped depending on destination countries.

Because of international shipping method ability limits, some of the shipping countries is pretty hard to be delivered, we currently don't ship to the following countries: Haiti, Kyrgyzstan, Madagascar, Mauritius, Bangladesh, Nepal, Nicaragua, Swaziland, Jamaica, Zambia, Ecuador, Bolivia, Argentina, Uruguay, Egypt, Sudan, Libya, Algeria, Angola, Bahamas, Benin, Belize City, Burundi, Dominican Republic, Gambia, Grenada, Cuba, Palestine.

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

Will I receive a tracking number? 

We provide tracking for every order. Tracking will be available once your product is shipped. After you place your order, you will get confirmation either by email or text message depending on the info you filled in when checking out.  

Can I cancel my order?

You are able to cancel your order with no penalty! You must cancel your order within 24 hours after purchase. If the item has already been shipped, unfortunately we can't cancel the order. 

Can I exchange my items?

At this time we are not able to offer exchanges. We recommend requesting a return for the item you'd like to return at hello@oohpane.com and placing a new order for the new item on our website. Once your return is received at our warehouse and processed, you will receive a refund back to your original payment method if your return is accepted.

What if I entered an incorrect address?

If you have misspelled or auto-filled your address incorrectly, notify us immediately via email at hello@oohpane.com. If your order has already been shipped out, unfortunately we can't correct it. So please make sure you go through all the information carefully before placing an order. 

My package is missing, can you please help?

Please contact us at hello@oohpane.com if you have not received your "Delivered" order or it has been lost in transit by the carrier and we would be happy to assist.

What if my item arrived damaged?

We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please email us at hello@oohpane.com with: 

    - Your order number.

    - A picture of the damaged product.

Once received, we'll be happy to send out the replacement free of charge.

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