Shipping policy
Opulo ("we" and "us") is the operator of (https://opulo.io) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
1. General Terms
1.1 Order Fulfillment and Lead times
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
2. Shipping Costs
2.1 Shipping Cost Calculation Factors
Shipping costs are calculated during checkout based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
3. Delivery Terms
3.1 Transit Time Domestically
In general, domestic shipments are in transit for 2 - 7 days.
3.2 Transit time Internationally
Generally, orders shipped internationally are in transit for 4 - 22 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
3.3 Dispatch Time
Orders are usually dispatched within 2 business days of payment of order
Our warehouse operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
3.4 Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
3.5 P.O. Box Shipping
Opulo will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
3.6 Items Out Of Stock
If an item is out of stock, we will wait for the item to be available before dispatching your order. Existing items in the order will be reserved while we await this item.
3.7 Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
3.8 Tracking Notifications
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
3.9 Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
3.9.1 Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
3.9.2 Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
3.10 Change of Carrier Service
We reserve the right to change the shipping company and service used to ship your order at any time. We will only ever change carriers if services are comparable or if the carrier originally chosen at checkout becomes unavailable. We will not use FedEx for domestic or international fulfillment of goods under any circumstances.
3.11 Customer Use of Freight-Forwarding Services
Freight-forwarding services are acceptable for use at checkout, however these types of orders are commonly flagged as fraudulent. Customers that choose to use a freight-forwarding service for the fulfillment of their order may experience delays in the event that our team feels the need to reach out for identity confirmation.
4. Duties & Taxes
4.1 Sales Tax
Sales tax is charged at the time of purchase of goods from the website. If sales tax calculations appear incorrect for your order, please contact us at support@opulo.io.
4.2 Import Duties & Taxes
Import duties and taxes for international shipments may be liable to be paid upon arrival in destination country. This varies by country, and Opulo encourage you to be aware of these potential costs before placing an order with us.
If you refuse to to pay duties and taxes upon arrival at your destination country, the goods will be returned to Opulo at the customers expense, and the customer will receive a refund for the value of goods paid, minus the cost of the return shipping including any fines or warehouse costs incurred. The cost of the initial shipping will not be refunded.
5. Cancellations
5.1 Customer Order Cancelations (Prior to Shipping)
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched.
5.2 Customer Order Cancellations (After Order Dispatch)
If an order has already been dispatched, please refer to our refund policy.
6. Insurance
Parcels are insured for loss and damage up to the value as stated by the courier.
7. Customer service
For all customer service enquiries, please email us at support@opulo.io or visit our Support page.