- Shipment states ‘delivered’ but you have not received it. We ask that you allow up to 5 working days for your parcel to be delivered. Sometimes the courier prematurely marks it as delivered and tries a redelivery, it turns up in a secure location at your property or it may be at your neighbors.
- We reserve the right to class this as a ‘delay’ if there is a high volume of parcels in the network and we are aware of delays, otherwise we will offer a refund or replacement.
- Items arrive damaged in transit - product is damaged, open, etc
- Some of your order is missing due to the box/packet opening in transit
Please contact us immediately if your items have arrived damaged or something is missing. Submit photographic evidence of tampered items.
- Missing parcels or redelivery fees due to incorrect address information provided by you
- Delays in transit
- Order marked as unfulfilled or unshipped. This may be due to inventory issues or dispatch delays
- Orders stuck in customs - we cannot be held responsible for customs delays. Please get in touch with your chosen courier and pay required customs fees. If you refuse customs payments, we are not liable for any return to sender fees, and these will be deducted from your refund
- If you requested items to be left outside your property and they go missing - this waives the right to any claim as per carrier terms and conditions
Please email us at sales@o4gt.com with the details of your order and issue encountered. A member of our customer service team will assist you within 24-48 hours.
We will continue to track your parcel, and should it appear, we request it be sent back to us at our expense.