Customer Service

ShopOky Delivery and Returns

We hope you love shopping with ShopOky. Here are our delivery and returns policies to help make sure we meet your expectations. Contact Us.

Shipping and Delivery

Your pack shipment

Packages are generally dispatched within 2 days after receipt of payment. Whichever shipment choice you make, we will provide you with a link to track your package online. Tracking may not available on free and flat rate shipment.

Shipping fees include handling and packing fees as well as postage costs. Handling fees are fixed, whereas transport fees vary according to total weight of the shipment. Your package will be dispatched at your own risk, but special care is taken to protect fragile objects.

Boxes are amply sized and your items are well-protected.

You will receive a confirmation email after placing an order and another email after your order has been shipped. The total time it takes to receive your order is described below.

The total time is the sum of the processing time and the shipping time.

Processing time = the time between when you place an order and when we ship it.

Shipping time = the time between when your order has been shipped and delivered to you.

The total delivery time is calculated from the time your order is placed until the time it is delivered to you. Total delivery time is broken down into processing time and shipping time.

Processing time:

The time it takes to prepare your item(s) to ship from our warehouse. This includes preparing your items, performing quality checks, and packing for shipment.

Shipping time:

The time for your item(s) to travel from our warehouse to your destination.

Shipping Insurance:

Shipping insurance offers premium protection and safety for your valuable items during shipping. We'll reship your package or fully refund you if it's reported lost or damaged. All paid shipment including flat rate are insured orders.

Full refunds are not available under the following circumstances:

  • Delays caused by the buyer providing incorrect or incomplete delivery information.
  • Delays in delivery caused by any force majeure incidents, such as natural disasters, bad weather, and war.
  • Any un-insured order that is lost or stolen.
  • Delays in delivery caused by any other beyond ShopOky’s control, such as public holidays and Customs issues.

Returns and Replacements

If your product arrives damaged or is not working, you can return it to us within 3 days after delivery or 25 days after shipment in case the delivery date is not traceable. If your order has been shipped to Brazil or Russia, you can send it back to us within 35 days after shipment. You will receive a notification containing the shipment date and other details of your order after it has been shipped.

If the item is still within the validity period of this warranty:

We will reimburse you for the return shipping fees after the defective item has arrived in our warehouse. Any further costs incurred during the return process will be at the customer’s expense.

If the item is outside the validity period of this warranty:

The customer shall be held responsible for all the shipping fees and charges when returning the defective product.

Return a DOA (dead on arrival) item

If the item arrived broken, please contact us within 3 days from the delivery date and follow the procedure for the 3 Days Product Guarantee.

If the item has a high value, we may ask you to return it. Please include all of its accessories, like cables, chargers, batteries, in the returned parcel. If an accessory or component is missing, we will ask you to pay for it. All the return shipping fees will be covered by us.

Return a defective item

We will do our best to ensure that the products shipped to our customers are in their best conditions. If your product turns out to be defective, please provide us with the following proofs:

  • Photos of the front and the back of the package or box.
  • Partial shipment slips (if applicable).
  • Photo or video of the defective item.
  • Photo or video and a detailed description of the problem.

Return incorrect item received

If the item you have received differs completely from the one you ordered, please do not hesitate to contact to provide us with the following proofs:

  • Photos or a video of the incorrect item.
  • Photos or a video showing the problem occurred with this product.

Because different batches of the products are supplied, the item logo or packaging you received may vary from the one displayed on pictures. If all the functions and appearance of the product prove to be correct, please understand that this case will not be included in this policy. If a return is necessary, replacement plus shipping cost reimbursement will be issued to you once you send us a return shipping receipt showing how much you paid to return it. Please be sure that the incorrect item you return is in the original package and the merchandise is in the same condition you received it in. For the incorrect item, if you are able to find a use of it and prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.

Return unsatisfactory products

If you are not satisfied with your purchase, you can return a product within 3 days after delivery to receive a replacement or a refund of its price minus the shipping fees. If the return is not a result of our error, customers will be required to cover shipping cost both ways.

Please ensure to return the item with its original packaging and accessories in the same condition as when you received it.

How can I return the defective item to ShopOky?

Please contact us before returning a defective item in order to receive the return shipping address and other instructions.

Important Notes

All customers should contact us for approval before sending anything to us before returning any item(s). ShopOky will not be responsible for returned item(s) without notifying us in advance.

Below are some further suggestions and important reminders:

  • Keep all the packaging materials and shipping notes, which may be necessary for processing your return request.
  • After mailing back the product, please send us the tracking number and a copy of the shipping receipt. if we can not receive this information, we will have to wait until when the product arrives in our warehouse.
  • All the intermediary handling fees and transaction processing fees will be at the customer’s expense.
  • You can refuse to sign for a package if you notice it is broken or open. Accepting a broken or damaged package can affect your return request.
  • If you want to avoid paying high import duties on the return package, please avoid selecting an express mail service like DHL, UPS, TNT, FedEx, and similar ones.
  • We can arrange a refund or a replacement of the product after receiving the defective item.

*ShopOky reserves the right to make changes and/or improvements to this policy.

 

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