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Shipping & FAQ


Here are a few of the Frequently Asked Questions.

To provide you with the best customer experience, your feedback is greatly encouraged.

If you have any questions, click here to contact us!



We truly believe we have some of the best products in the world. If you don't have a positive experience for ANY reason, we will do WHATEVER it takes to make sure you are 100% satisfied with your purchase.

Buying items online can be a daunting task, so we want you to realize that there is absolutely ZERO risk in buying something and trying it out.  If you don't like it, no hard feelings we'll make it right. 

We have 24/7/365 Ticket and Email Support. Please contact us if you need assistance. 



Is shipping really free?
Yes. Shipping is free regardless of local or international shipping. We ship worldwide. 

When will I receive my order?
Your order is very important to us. Please note that due to high demands, shipping may take 2 - 4 weeks. Most orders arrive in 2 weeks.

Rest assured, all shipping comes with a tracking number unless stated otherwise.

Track your order here!

What is my Tracking Number?
Your Tracking Number will be emailed to you within 2 - 5 days after your order.

Why is my order being shipped in different packages?
If you purchased different products/items, they may be shipped in different packages.

We do this because, instead of spending precious processing time to place them in one package, we try to ensure that your items are shipped to you as soon as possible. So, don't be alarmed if you have not received all your items.

Where do you ship from?
We ship from our partnered warehouses & factories located in US & China. 

Items arrived damaged/defective?
We ship every item with extra care, however we do understand that an item may still arrive damaged.

Rest assured, contact us at with:

  • Your order number
  • A picture of the damaged product

Once confirmed, we're more than happy to send out another item free of charge.



How can I pay?
We accept all major credit cards and payment methods: Visa, Mastercard, Discover, Amex and Paypal.



Will I receive an order confirmation after I place my order?
An order confirmation with order summary will be sent to you through your email after you have successfully placed your order.

Can I change my order?
Once you have placed your order, you need to contact us within 24 hours, however we are not able to cancel/change your order once it's been shipped.

You can view our refund policy here:



Is checkout on this site safe and secure?
Our store is certified level 1 PCI DSS compliant and meets all 6 categories of PCI standards. Rest assured our customers’ information and business data are safe, secure and protected.

If I enter my email address will you sell my information?
We do not sell our customers information. Emails are strictly for follow-up and to send newsletters of our promotions and coupons for discounts.

Will i be charged for customs and taxes?
The prices displayed on our site are tax-free in USD, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties and related customs fees may be charged once your order arrives to its final destination, which are determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country.

For further details of charges, please contact your local customs office.


Any other questions?
Simply fill in the Contact Form by clicking here.


Send us an email: support@offthevalley.com