You are free to initiate a return within 30 days of receipt whenever you are not satisfied with the product, but you must pay for the costs associated with returning or exchanging the item if no quality issues are involved.

1. Log into your OpenBox Retailer account.
2. Find ‘My Order’ and click the ‘Return’ button.
3. Check off the goods you want to return, choose the reason, and submit the request.
4. Package the Item(s). Please ensure that all parts are secured in the original packaging. Failure to return the item in the same condition as it was received may cause you to incur additional charges and fees.
5. Ship Out the Package(s) via trackable shipping methods. Provide us with the tracking number and carrier (a return that cannot be properly tracked will delay your refund).

You will receive a notification email within 3-5 working days after we received your item(s), and again when your refund is processed. The refund will be returned to the account from which the funds were originally drawn.

Please allow up to one billing cycle for a credit card refund to be credited to your account. Please do not request a chargeback from your credit card company during the return process due to the time it takes to resolve chargeback disputes. It is usually better to be patient and wait for the return process to be completed. If an unusual delay occurs, as may sometimes happen, feel free to contact our customer service department for assistance.

A few items that cannot be returned include:
Clearance items
Customized items
Off-line purchase (items or parts unlisted on our website)
Items marked “Non-Returnable” on the product page
Please note that any items returned without authorization will not qualify for a refund and will be rejected upon delivery to our Returns center.

General Return:

You can initiate a return within 30 days of receipt if you are not satisfied with any item(s). All returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing, and accompanied by original tags and packaging. You must pay for costs of the return or exchange if no quality issues are involved. We reserve the right to deduct the re-stocking fee from your refund when the returned item is not considered to be in its original packaging/condition or has already been damaged. You will be charged a minimum restocking fee of 15% of the invoice total on all furniture returns.

Defective Return:
To qualify for a defective return, one of the following must apply:

• Item has a defect, or is faulty or malfunctioning
• Incorrect item was received
• Missing part(s)
• Damaged

We recommend you check the item(s) within 48 hours of receipt and report any problems to our customer service as soon as possible. Please provide us with your original order confirmation number, and confirm the item number and quantity of the defective item(s). It is also helpful to provide photographs or video clearly showing the defect(s). Depending on the situation, we will be responsible for refunds, exchange or replacement according to your preference within 30 days of receipt. After 30 days, OpenBox Retailer will make every attempt to rectify the situation; however, manufacturer defects found after 30 days of receipt are directed to the manufacturer for warranty and refund, return or replacement if appropriate.

Supplement Terms:

1. “Damaged Items” implies that items were damaged during shipping.”

To be of assistance in the most efficient manner possible, please provide a report to our customer service department regarding the damaged product within 48 hours of receiving the item, and do not discard the damaged item or its packaging. See “I Received a Damaged Item” for further details.

2. “Undeliverable and Refused Package”

If a delivery is refused for any reason, or considered undeliverable due to an invalid shipping address, you will be charged a penalty that may include, but not be limited to, additional shipping charges and handling fees.

If you order multiple items, we will typically dispatch your order in separate parcels depending on the time that orders are received. Our goal is to ship your order as quickly as possible, and we therefore cannot place a hold on a shipment in the event that another item is ordered and shipped to the same address at a different time.

If you have placed an order, you will be sent a confirmation email to the email address provided. Included will be an order number – this is your reference number in case you have any questions about your order. Please review the order summary to confirm that your order information is correct, and save the email as a receipt of your purchase. If you have a OpenBox Retailer account, you can also check the status of your order under the My Orders section of your account profile. If you do not receive an email within 24 hours, first check whether your email address is correct; then check your spam folder or contact our customer service.
If you would like another copy of your receipt, you can always go to Account tab, click on My Orders, and then click on the “View Order” link to the right of the order number. At the top right of the order details page, you will see a Print Order icon that you can click on in order to print the order receipt.

Carefully review your shipping information for accuracy before submitting your order. Once an order is placed, the shipping address cannot be changed online. For changes in your shipping address, please contact us at our email address or call us within one hour of placing your order.

Pending: You can disregard this notification and place a new order.

Processing: Please contact Customer Service as quickly as possible to make changes to your order.

Completed: The ability to change a shipping address once the order has been completed depends on the carrier’s service. Some carriers offer address change service by charging additional fee. With all of this in mind, we still do understand that sometimes you want to ask us to try, so you may contact Customer Service to check on the possibility that we can assist you in this way. Note that the country to which the item is being delivered cannot be changed, and a successful outcome truly depends on carriers. Any additional address change fee will be at customer’s expense.

If in the unfortunate circumstance that the carrier that delivers your order does not offer address change service, please expect your order to be delivered to the original shipping address. Alternatively, you may directly contact the carrier to seek assistance. If the address is totally invalid, the package may be destroyed or returned to sender. In this situation, you will be charged a penalty that may include, but not be limited to, extra shipping charges and handling fees.

Changes to your order are not guaranteed until you receive a confirmation from our customer service.

Order Status Terms: 
The following terms indicate the status of an order: 

Order Details:
Payment Successful: Payment has been received. Order updates will be sent once available.

Order Processing: We have received payment for this order. We will complete quality inspection and packaging within 48 working hours.

Shipped: Order has been shipped or picked up for shipping.

Complete: Order has been sent to the shipping address provided by the customer, and the package is on the way or has been delivered.

Order Processing: 
Pending: Order is currently incomplete, and we are awaiting payment. Once we have received payment, we will confirm receipt within 24 hours and begin processing the order.

Inspection & Packing Completed: Item has been inspected and successfully packed. It will be shipped out from original warehouse.

Left for the Departure Port: Item has been shipped from the original warehouse to the departure port for sea transportation.

In Sea Transportation: Item is in sea transportation towards to your local warehouse.

Arrival at the Trans-shipment Port: Item has arrived at the trans-shipment port and will be transported to the destination port.

Shipped from the Trans-shipment Port: Item has left the trans-shipment port for the destination port.

Arrival at the Terminal Port: Item has arrived at the terminal port; customs clearance is about to occur.

Customs Clearance: Item has completed customs clearance and will be sent to your local warehouse.

In Transit to Local Warehouse: Item is in transit to your local warehouse. We will keep you updated once it arrives.

Arrival at Local Warehouse: Item has arrived at the local warehouse. We will schedule a pickup with the carrier at our earliest opportunity.

Waiting for a Pickup: Item has been scheduled for a pickup and will be shipped to you shortly.

Item Shipped: Item has been shipped (e.g., Carrier: UPS/Fedex, Tracking Number: UPS1234), please wait patiently.

Complete: Order has been sent to the shipping address provided by customer; the package is en route or has been delivered.

Canceled: Order has been canceled.

Closed: Order has been returned and refunded.

Carefully review your order information for accuracy before submitting your order. Should you need to cancel an order, please email us at support@openboxretailer.com. Please provide your name and order ID, which was sent to you via email upon purchase. It would be helpful as well to indicate in your email why you are choosing to cancel your order.

Pending: You can disregard this notification and proceed to place a new order. Please note that the pending order will display in your account for one month; after that time, the order will be canceled automatically and you will receive a cancellation email.
Order Processing: Please contact Customer Service at your earliest opportunity to cancel or change a product.
Completed: Your order can no longer be changed or canceled. You may return it by following our return and exchange policy guidelines if you believe that it meets our conditions for return.

Please note that customized items and furniture items can only be canceled within 24 hours after payment confirmation. In addition, we can only offer you the opportunity to change a product before your original order is shipped. Some products cannot be changed; please contact customer service for any further questions. If a delivery is refused for any reason without OpenBox Retailer’s consent, you will be charged a penalty that may include, but not be limited to, additional shipping charges and handling fees.

Changes or Cancellations are not guaranteed until you receive a confirmation from our customer service department.

First of all, please contact our customer service to check on the feasibility of doing so before placing the order. If it is feasible, our customer care specialist will guide you through the process of placing a special order.

If you have already placed the order but have special requirements, please also contact our customer service department to check on the feasibility of your request. If your request is feasible, we will make arrangements to see to it that your request is fulfilled. If not, you also have the right to modify or cancel your order for a full refund before the order is shipped.

Our website is secured with an SSL certificate. SSL (HTTPS) encryption provides protection in that no one can track or steal personal information. It also adds integrity to the equation, meaning that data cannot be corrupted during transfer. Finally, it adds authentification, which validates that the website is communicating correctly with other websites.

To check your order status, follow the detailed steps below:

1. Sign into your account by clicking on the “Log In” link in the top left corner of any page.
2. You will then be able to view all your orders and their current status on the Account – My Orders page.
3. By clicking on the “View Order” link to the right of the order number, you can check the order summary and detailed order status history.

If you do not have a OpenBox Retailer account, you will get an email when your order is shipped. If you need additional details pertaining to your order, feel free to contact our customer service department.

Openboxretailer.com is exclusively designed to assist you in your online shopping experience. We do not possess any physical stores or showrooms for customer visitation.

No. If you want an order to be associated with your account, you need to first create or log into your account, then place the order.

Creating an Openbox Retailer account makes shopping at our site much easier. Doing so allows you to:
Check the status of your current order and keep track of previous orders.
Store your shipping and billing information in order to streamline your checkout process.
Ask a question or write a review about a product.
Add an item to Wish List so that you can come back later should you wish to purchase it at that time.

To reset your password, click on the “forgotten password” link displayed under the login section on the login page. You will then need to input your registered username/email, after which you will receive a link to create a new password via email.

Visit Account to easily update your information:

Password
Email address
Shipping and billing Address
Subscribe or unsubscribe to newsletters

Once your changes have been completed, click the SAVE button before leaving the page.

If you want to add a review for a particular product, just view that particular product page; at the bottom of each product page is tab labeled “review.” Click on it and provide your review for that product.

Payments and Pricing:
Subscription:

If you subscribe to us by leaving a valid email address on our website, you will receive an email with updates as to your current offerings and special promotions.

Registration:

Register by going to OpenBoxRetailer.com and click on the registration link.

Sales:

We periodically sponsor promotions. Please keep an eye out for the rules pertaining to each promotion.

No. All prices shown on the website are not inclusive of Taxes and VAT.

We accept the following forms of payment:
PayPal
Credit Card
Affirm

Prices are subject to change, including temporary reductions as well as permanent increases. The price of the items in your cart represents the current price for which you will be charged.

UDAAP Disclosure for Affirm payments 

If one or more items in your order have an extended ship date, your loan payment(s), including interest, may be due before the merchant ships all of the items. Please note that you may not receive a rebate of any interest that may have already accrued on an amount that is later refunded to you.

Shipping & Delivery: 
About Warehouse Pickup:

In order to make it convenient for our customers, you can choose Warehouse Pick-up or Ship Out when you place an order. If you choose Warehouse Pick-up, we will contact you to confirm your selected warehouse and the pick-up time once the product arrives.

Should the situations described below occur, you would need to contact our customer service department for further assistance:

1. Alterations to your order, including a change of warehouse, consignee, scheduled time or delivery method (Pick-up or Ship Out)
2. Order cancellation

Please note that warehouse pickup will be affected by the following conditions:

1. Not all the products have a Pick-up service; kindly check the product page if needed.
2. Not all zip codes offer a Pickup service for the same product; kindly check the product page if needed.
3. Kindly note that, for the same item, different warehouses will have different inventories. Please contact us before attempting to determine whether warehouse alterations are available.

Please contact our customer service for more details.

Guaranteed Delivery: 

Late Delivery Guarantee is a fast delivery service for selected products. When guaranteed delivery is available on an item, “Late Delivery Compensation” will be clearly marked on the product page.

If you don’t receive your item(s) by the estimated delivery date, please contact our customer service department to request a Late Delivery Compensation. Be sure to provide your order information.

Please note that each order is eligible for compensation only once. For example, if an order is composed of multiple shipments and more than one shipment will be late, compensation will be offered only once.

OpenBox Retailer may not offer you compensation under the following circumstances: 
The ordered items are not eligible for a guaranteed delivery.
The delivery address has been changed after the order has been placed.
The address is wrong.
Unsuccessful credit or debit card charge.
Circumstances that OpenBox Retailer could not have foreseen, such as a natural disaster or severe weather conditions. 

OpenBox Retailer, ships to every region across the globe, covering North and South America, Europe, Asia, Africa, Oceania, and more. We use the services of major, trusted international carriers to ensure your package arrives at your destination safely and securely.

Please visit our international stores according to your country (product selection varies by country):

United States:
United Kingdom:
Canada:
Australia:
France:
Germany:
Spain:
Other countries:

Please contact both the carrier and our customer service department to investigate the matter. If it is confirmed that the item is truly damaged, we will take responsibility and provide you with an acceptable solution.

There are a few steps that you can take to remedy this situation, but it is better to pursue the matter after 36 hours have elapsed and your item shows as delivered:

1. Confirm your shipping address.
2. Check mailbox and other entrances to your home.
3. Check if someone else from your household or a neighbor accepted the package.
4. Check around your home for a delivery attempt notice.
5. Contact the carrier (FedEx, UPS, etc.) with your tracking number to start a claim.
6. Sometimes carriers communicate delivery prior to arrival, so we suggest waiting 36 hours.

If it has been 36 hours or more since the delivery notification, please contact our customer service department and provide the claim number for additional assistance. If the shipment is confirmed “missing,” we will take responsibility for re-shipment or refund according to your preference.

Please contact both the carrier and our customer service to investigate the matter. If it is confirmed that there is an exception (i.e., package lost) or delay that will still persist for a considerable amount of time, we will take responsibility for re-shipment or refund according to your preference.

*Note: The ongoing COVID-19 pandemic has placed a strain on supply chains around the world, decreasing the available capacity on shipping vessels, and prolonging processing time at receiver ports. As a result, our estimated delivery dates may be longer than usual.

Our team is doing our best to accurately project the timelines for all orders. We sincerely appreciate your patience and understanding during this time, and we will be happy to follow up with you regarding any questions or concerns you have related to existing or future orders.

Shipping FAQs: 
Free Shipping Service: 

Free shipping is available for most of the mainland. Shipping surcharges apply to remote areas of your country.

Visit our international stores (product selection varies by store):
United States:
Canada:
United Kingdom:
Australia:
France:
Germany:
Spain:
Other countries:

We usually ship all orders within 1-2 business days of confirmed payment. The actual order processing time is subject to the instructions on each product page.

We partner with major shipping companies such as UPS, FedEx, USPS and Freight shipping companies to offer the fastest, safest, and most reliable delivery service possible.

At this time, we are unable to ship to PO Boxes or APO/FPO military addresses, so customers need to provide a street address. If a PO Box or APO/FPO military address is provided, we will contact you for confirmation, but you can expect a delay of the shipment of your order.

Once an order has shipped out, we will send you a Shipping Confirmation email that includes the tracking number and the carrier. Proceed to the carrier’s website and use the tracking number to track your package.

If you have an account, the tracking number and website can also be found in the Order Status History in Account-My Orders.

If you are without an account, you can use the email address and order number via our website. Look under “Customer Service-Track Order” to check the tracking information.

You can only specify one address per order on OpenBoxRetailer.com
If you are buying several items and want to designate that they be sent to different addresses (for example, you want to buy an item for yourself as well as an item to be shipped to a friend as a gift), you will need to purchase the items separately.

Oversized items are large products including most furniture, bathtubs, multi-toilets, multi-bathroom sinks etc., that must ship by Freight Outside Home Delivery Service due to size or weight.

Freight Outside Home Delivery covers delivery to the first dry area outside the home only. Delivery lead time is about 3-7 working days from the time it leaves our warehouse.

Carrier will call you 24-48 hours prior to delivery to arrange a delivery time that will vary depending on the freight carrier’s schedule. Whatever helpful information you can provide during the phone call will be given to the driver to make the delivery easier for both the driver and you.

Inform the carrier if you have any circumstances that could affect the delivery (additional fees may apply). Examples include:

Very narrow driveway
Dead-end street
Ferry for island locations, etc. (fees may apply)
The driver will need to park in a particular place
Delivery to a side door or garage entrance

Storage Fees: Daily storage fees may also apply if you do not accept delivery within 5 business days of the freight carrier’s first attempt to schedule delivery. If you missed the phone call from the freight carrier, then contact the freight carrier as soon as possible. After 5 business days, the freight carrier may store your item and you may be charged storage fees. Please make sure not to miss your delivery appointment, as you may incur additional delivery fees such as re-delivery charges, storage charges and/or return shipping costs.

*Freight Outside Home Delivery for Oversized items is only available on orders shipped in the 48 continental United States and cannot be shipped to rural routes, Hawaii, Alaska, APO/FPO addresses, or P.O. boxes.

 

Pre-Order: You can find the Estimated Delivery Date instructions on each product page.

Post-Order: Visit Account – My Orders for up-to-date order status. We will send you a shipment notification email with tracking information once we have shipped your order.

Please note: Deliveries do not typically take place on weekends or holidays.

OpenBox Retailer Accessibility Policy: 

OpenBox Retailer strives to make our website accessible and user-friendly, including help for those with disabilities. We are working hard to make it easier for customers with disabilities to enjoy a better experience with OpenBox Retailer.

If you have any difficulty with our content, functionality or service that is not as fully accessible as you may prefer or require, please feel free to contact our Customer Service Team at support@openboxretailer.com, and we will be happy to assist you.

Solemn Statement on Infringement Caused by Third-Party Websites:

Unauthorized third-party websites have recently surfaced that use the name of “OpenBox Retailer.com” to set up e-shops, publish false information, carry out product sales, promotion and other business, confusing the vast number of OpenBox Retailer users. We ardently oppose such fraudulent activities and solemnly declare to our users as follows:

1. For those unauthorized companies and their websites that use the name of our company or “OpenBox Retailer” to set up e-shops, publish false information, sell and promote products, etc., we have taken legal measures to strictly investigate the legal liability of the infringers.
2. Our only official website is https://www.openboxretailer.com. We have not authorized any company, website or related partners to publish any information or carry out any merchandise sales activities in the name of “OpenBox Retailer.” For those company, website or individual that counterfeit us and our official website to publish false information, carry out product sales and other acts, we will take legal measures to safeguard our legitimate rights and interests. We will do our utmost to see to it that all infringers are severely punished.
3. Without our prior written authorization, no company, website or individual may publish any information in the name of our company or “OpenBox Retailer,” We call upon the vast number of users to be alert. We are not responsible for any potential disputes, controversy or claims arising from fraud on infringing websites, and we reserve the right to pursue the legal liability of infringers.

Please keep vigilant and guard against fraud to safeguard your legitimate rights and interests. If you have any questions, you can contact us as follows:

Our only official website and relevant domain names are:

https://www.openboxretailer.com

Our e-mail address: support@openboxretailer.com.

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