Return Policy and Order Cancellations
Items may be returned for a refund of the purchase price only; shipping charges will not be refunded. You will receive your refund in the same form of payment used to place your order. The cost of return shipping will be deducted from your refund.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted:
- Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
- Any item that is returned more than 14 days after delivery
Your replacement order will not be shipped until we receive your return. There are no additional shipping fees for replacement orders (except for orders shipped to Canada—see below). If your exchange costs more than the original order, you must pay the difference. If your exchange costs less than the original order, you will receive a store credit for the difference.
Items Damaged in Transit
If your package appears damaged, please call us at 1-781-817-0701 so we can arrange to have it picked up and inspected. Please retain all of the original packing materials.
Return Shipping Costs
The return charge is the actual cost of shipping the item(s). To find out how much your return will cost, please call us at 1-781-817-0701.
Your refund will be processed one business day after your return is received, though it may take 7–10 business days for your refund to appear in your payment account. Note that we cannot provide refunds for any items that have been damaged, altered, or used. You will receive your refund in the same form of payment used to place your order. You will be credited for the price of the item minus the cost of return shipping. Note that the original shipping charges will not be refunded. If you provided an email address or registered an account when you ordered, we will notify you of the status of your return via email and through your Okatel account.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you’ve done all of this and you still have not received your refund yet, please contact us at [email protected].
Only regular priced items may be refunded. Sale items cannot be refunded.
How to Return or Exchange an Item
- To get started, sign in to My Account to view your orders. You can return or exchange most items this way (there are exceptions for Canadian customers). If you are not able to sign in, get help here.
- Under “Orders”, click on the item you would like to return or exchange.
- Once you begin your return or exchange, you will be emailed a UPS return service label to print out and attach to your return (Don’t have access to a printer? You can go to any UPS store to have it printed. Just open the label on your smartphone and they will print it for you).
- Repack your order. Make sure the item(s) are securely packaged; use the original packaging if possible. You are responsible for any damage due to improper packaging.
- Send your return or exchange within 5 business days of receiving the return service label.
Any order can be canceled before it is shipped. To cancel an order, please email [email protected] or call 1-781-817-0701. You will receive your refund in the same form of payment used to place your order. Your refund will be processed the next business day, though it may take 7–10 business days for your refund to appear in your payment account.
We are unable to provide return shipping labels for Canadian customers. To make a return or exchange, please call 1-781-817-0701 or email [email protected] for return authorization and return address information. You will be responsible for creating and paying for the return shipping label for both returns and exchanges.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
Contact us anytime at [email protected] or please call 1-781-817-0701 for questions related to refunds and returns.