Frequently Asked Questions (FAQ)

HOW QUICKLY CAN YOU ANSWER MY QUESTION?

We answer messages and emails in the order received and aim to respond promptly. Our typical response time is within 24 hours of receiving your message or email.

CAN I CHANGE MY DELIVERY ADDRESS AFTER I HAVE PLACED MY ORDER?

Since our warehouse staff processes orders within 24 hours, address changes are not always possible after order placement. If you notice an error, please email us immediately with your order number and name. While we cannot guarantee changes once the package leaves our warehouse, we will do our best to help!

HOW LONG IS THE PROCESSING TIME?

Our standard processing time is 5-8 business days, depending on order volume.

GENERAL SHIPPING INFORMATION:

Our warehouse operates Monday through Friday (excluding holidays). Orders typically take 5-8 days for processing, and transit time is 7-14 days.

WILL MY ORDER BE DELIVERED IN A PARCEL?

Larger orders may be split into multiple packages, which could arrive 1-2 business days apart.

OUT OF STOCK/BACKORDER ITEMS:

We will notify you by email about any out-of-stock items and their expected availability. If items won't be back in stock within two weeks, we'll automatically process a refund.

ADDRESS CHANGES:

Please email us immediately with your name and order number if you need to change your address. While we'll try our best, changes cannot be guaranteed once the package leaves our warehouse.

I HAVE RECEIVED A DAMAGED ITEM, WHAT SHOULD I DO?

We're sorry to hear about any damage! Please contact us with your order number and name for immediate assistance.

HOW CAN I TRACK MY ORDER?

Visit the Track Your Order link on our homepage or main menu and enter your tracking number. We're always here to help if you need additional assistance.

WHY IS MY TRACKING NUMBER NOT WORKING?

Tracking numbers typically work best for domestic orders. Contact us if you're having trouble, and we'll verify your shipment status.

WHAT CAN I DO IF SOMETHING IS MISSING OR DAMAGED FROM MY ORDER?

Please contact us immediately about any missing or damaged items.

RETURNS & REFUNDS:

We offer a 14-day money-back guarantee from delivery date. All products must be returned in their original condition and packaging (unused). For all returns (including complaints), return shipping costs are the customer's responsibility.

To reach us, please use our 'Contact' page or email us at info@johnolivia.com.