Issues & Reship / Refund Policy

What if my order is confiscated/seized?   
[expand=”Trigger Text”]Please wait at least 4 weeks after the shipping date before contacting us about non-arrival of an order. If the order has been detained and confiscated by foreign customs please contact us by opening a ticket. Please send us a photo copy of the letter and its envelope. Please have your package ID printed legibly, on top of the text. Once provided a review for reshipment will be made.[/expand]

Do I need to show you a seizure letter in case of my package is held by customs?
  [expand=”Trigger Text”]If you have received a customs letter, we will require proof. Please submit a ticket at osgear.ws and attach a clear, readable photo of the letter and its envelope, with your package ID printed legibly, on top of the text. A scanned copy is not sufficient.[/expand]

What is your reship policy?
  [expand=”Trigger Text”]We have a strict NO RESHIP policy to all high risk countries. This includes, but not limited to: Africa, APO/AE/FPO, Japan, Australia, Brazil, Canada, New Zealand, Mexico, China, Taiwan, South Korea, Singapore, Spain, Germany, Italy, Israel, Sweden, Norway, Denmark, Finland, Switzerland and more. Also, we DON’T HAVE free reship policy guarantee for international packages shipped from our international warehouses to EU countries (we strongly recommend ordering from our EU warehouses)! If you are unclear of your country‚Äôs risk status, please contact our Customer Service. Due to strict customs clearance regulations we DO NOT ship to Russian Federation, Belarus and Ukraine. Important Note: If you live in European Union, we can give 100% delivery insurance for EU if you order from our EU warehouses![/expand]

My order was returned to you by the shipping carrier. What happens next?
  [expand=”Trigger Text”]Please open a ticket and we will investigate the issue promptly.[/expand]

I missed my package delivery (nobody was home to sign for the package).
  [expand=”Trigger Text”]The post office will usually keep your package for 2-3 business days before they return it to sender. Make sure to contact the post office with your tracking number to schedule redelivery or pick up the package in person [/expand]

Can I return package to sender?
  [expand=”Trigger Text”]No, you can’t return any packages to the shipper.[/expand]

What is your refund policy?
  [expand=”Trigger Text”]We don’t do refund for shipped orders. If you decide to cancel the order for personal reasons, you can apply for cancellation and refund within 1 hour after payment acceptance. Please be informed that we do not make cash refunds, we only offer refund in store credit. If we could not handle your original order and ship it because of stock issues, we are happy to refund your funds, in USDT (TRC-20) only, within 7 business days.[/expand]

What if the expected delivery date has passed and I still haven’t received my order?
  [expand=”Trigger Text”]If for some reason your order did not show up, we can send another package at your request. We will ask you to first allow 4-6 weeks (and 1 week for Express package) from the day the order was shipped. If after those 4-6 weeks, you have not received the package, or if you received notification by customs that your package was on hold or returned to sender, please open a ticket and we will take care of your request promptly.[/expand]

What happens if I receive an incomplete order?
  [expand=”Trigger Text”]If something goes wrong with the shipment we will resend another package at your request.[/expand]

I received my order, but some of the products were damaged and unusable, what do I do?
  [expand=”Trigger Text”]We do our best to package products as securely and carefully as possible to prevent possible damage. However, in rare cases, unusually rough handling by postal services can cause problems. If you receive a product that is unusable due to damage, please take a clear picture of the damaged, send it to us and we will replace the damaged item in your next order.[/expand]

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