Cart is empty Offixture Owned By Great Wall Wellness LLC reserves the right to update and amend their policies at any time, and such changes will be posted on our website.
Please note that orders are processed upon receipt of payment, and not at the time of order placement. All orders take a minimum of 1-2 business days to process. Please be aware that our dispatch team is unavailable on weekends.
Delivery times may vary and are not always exact due to factors such as weather conditions, high shipment volume, lost packages, and other unforeseeable circumstances. To track your package’s progress, you may contact the courier or use the provided tracking number. If you require additional assistance, please don’t hesitate to email us at contact@offixture.com.
Once your order is shipped out, we will provide you with a tracking number AFTER 3 BUSINESS DAYS. If you do not receive the tracking information, you can request it to be e-mailed to you, but kindly check your junk/spam email folder first.
It is the responsibility of the buyer to track their shipments and contact their local post office directly if needed.
Offixture will not be liable for any loss or damage during delivery or arising from late delivery due to the courier company’s fault, as this is the delivery company’s responsibility. We will always strive to follow up on any missing or lost parcels with the courier on your behalf and do everything in our power to rectify the situation.
As the receiver, you can also assist in lodging a ‘missing item/s’ investigation with the courier. This will shorten the investigation’s turnaround time if a request was also made by the receiver.
INTERNATIONAL SHIPPING
Some products may have restrictions on shipping, which may prevent them from being shipped to certain destinations. For products shipped within the USA, we provide details about shipping restrictions on our product listings. However, if you are located outside the USA, there may be additional restrictions, procedures, and fees that you need to consider for the importation of these products. It is your responsibility to research and comply with any applicable regulations to avoid any legal issues. Please note that we have already excluded countries with significant importation restrictions from our list of available shipping destinations.
For seized parcel, we do not process a refund or reshipment, only a 30% discount will be provided to compensate you for what happened.
This is why we advised our customers to know your importation rules before placing an order and you should be aware of the possibility because 100% delivery is not guaranteed for these types of products.
Customs Fees & Duties
It is important to note that various countries have unique customs procedures, import fees, and regulations in place. Any applicable fees or taxes imposed by your customs or postal carrier are your responsibility to fulfill.
Customs Delays
If your package is held by customs for inspection, there is a chance that its delivery could be delayed for several weeks. In such a situation, you should get in touch with the courier and inquire if there is any way to expedite the process. Often, you will be asked to provide more details about the package, such as what it contains, its intended use, the cost, and related documents. It is crucial that your responses are consistent with the information in the customs declaration.
Depending on which courier was used to send your package, you may need to contact them for updates. DHL, UPS, and FedEx each have their own customer support numbers. However, if your package was sent via USPS, the custody of the package will be transferred to the national postal service of the destination country upon arrival, and you will need to get in touch with your local postal service for further information.
Here are some national postal services and their respective customer support numbers:
- USPS Customer Support: 1 (800) 275-8777
- FedEx Customer Support: 1 (800) 463-3339
- UPS Customer Support: 1 (800) 742-5877
- DHL Customer Support: 1 (800) 225-5345
If your international order is seized, we will offer you a 30% discount on your next purchase. For more information, please contact us.
RESHIPMENT
To ensure timely delivery, we recommend using a different courier, such as FedEx Express or UPS, if you are ordering from hotspot countries like Australia, Germany, and New Zealand. Unfortunately, we do not offer reshipment for orders from these countries as delivery success rates are very low.
Our Customer Support team will discuss a disclaimer with you if you are interested in placing an order. Once you agree, your order will be placed manually. However, if your order is seized, held, or confiscated, we can only offer a 30% discount to your next order.
Reshipment and store credit are possible for orders that are lost or damaged in transit or those tagged as delivered but not received. Despite investigating and coordinating with your local courier, if the postmaster claims that the package was delivered correctly, please wait at least one week for the package to turn up. If it does not turn up, please contact us.
For lost packages during transit, we do not offer refund or reshipments but instead we’ll provide a 30% discount in your next order
DELIVERY SCHEDULE
We can arrange for a more suitable delivery or pickup time by providing you with the courier’s contact details and a note once the package is shipped. In the event that you miss the initial delivery, the courier will make subsequent attempts and leave a delivery slip for you to retrieve the package from the local post office.
CANCELLATION
We provide a one-hour window for you to modify or cancel your order. After that, we cannot guarantee that we will be able to intercept it for cancellation. To cancel your order, please contact us at contact@offixture.com as soon as possible.
Once your order is approved for shipping, we are unable to cancel it.
Please note that there is a $25 processing fee for paid requested cancellations.
Please keep in mind that we send packages to USPS every two days, so it becomes less likely to halt the shipment once it is endorsed for shipping. If you need to cancel an order that has already been endorsed, please contact us immediately, and we will do our best to help you.
WRONG ADDRESS
To ensure that we can make any necessary changes or stop a shipment, please contact us immediately by emailing contact@offixture.com. Once an order is endorsed for shipping, we are unable to modify or cancel it.
It’s important to double-check the details you provide on the order form, as we can only follow what is indicated. If an error is made, we can offer a one-time 30% discount that can be applied to a future transaction.