FAQ

HOW DO I TRACK MY ORDER?

You'll receive an email once your order has shipped titled "Your Order is on the way", containing your tracking link. Alternatively, you can log into your Account at our site and track your order!

ALREADY HAVE A ACCOUNT?

1. Log into your account.
2. Check the fulfilment status for your order.
3. If the order has been fulfilled, select the order
4. Click on the tracking link to be directed to your tracking

Alternatively, you can use the link provided in your shipping confirmation email.

WHAT IF MY TRACKING HASN'T UPDATED?

No stress! Tracking numbers typically update with couriers every 24-48 hours, however, additional delays may occur while your order is in transit.

In the first instance, check your tracking to understand if your order has been held up by the courier due to issues such as an incorrect address or custom fee. 

If you've realised that you've entered an incorrect or incomplete address, please contact the customer service. 

If your tracking hasn't updated in a few days, don't panic, your order should still be on the way to you. However, if your tracking hasn't updated in 6+ working days please get in touch with our Customer Support team who will be able to assist you.

 

DO I NEED TO PAY CUSTOMS FEES?

You don't need to pay customs fees if you are in US and choose to ship from US Warehouse.

If you are in Canada or choose ship from China warehouse, you may face customs charges issued by your local customs authority. Please see below for further information.

WHAT IS CUSTOMS DUTY? 

Goods - such as the ONAMOR products you buy – It’s not freely ship from one country to another. When goods are imported into a different country or customs territory, there is a charge called 'Customs Duty' that is charged by the local customs authority where the goods are being imported into.

If Customs Duty is required by your territory, you'll be responsible for paying it to the authorities. Whether Customs Duty is payable, and by how much, depends on on your country’s specific regulations.

If you do have to pay Customs Duty though, the amount payable is usually calculated based on the value of the goods and the type of goods being imported.

AND IF I DON'T PAY THE CUSTOMS DUTY? 

If you decide to refuse the customs fee, we must confirm with the courier that your parcel will be returned before processing a refund for your order and in some instances a shipping and handling fee may be deducted from your refund.

If you're still unsure on whether you'll be subject to customs fees, we recommend contacting your local customs office for more information before placing your order.

WHAT IS SALES TAX? 

Sales Tax, also known as VAT or GST, is a tax charged on the supply of goods or services. It is not included in the unite price.