Frequently Asked Questions

Sorry, 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, it will delay shipment of the order.

Once an order has shipped out, we will send you a Shipping Confirmation email that includes the tracking number and the carrier. Just go 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 without an account, you can use the email address and order number via website "Customer Service-Track Order" to check the tracking information.

You can only specify one address per order on oppao.com.

If you're buying several items and want to designate that items be sent to different addresses (for example, you want to buy an item for yourself and 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 Delivery covers delivery to the first dry area outside the home only. Delivery lead time is about 7-15 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 information you can give during the phone call will be given to the driver to make the delivery easier for them and for you.

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

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 back 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; you may incur additional delivery fees such as re-delivery, 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.

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

Please note that for credit card payment refund, please allow up to one billing cycle for your account to be credited. Please do not request a charge back from your credit card company during the return process due to the time it takes to resolve charge back disputes. It is usually better to be patient and wait for the return process to run its course. Or if an unusual delay occurs, feel free to contact us for assistance.

A few items can’t be returned, including:

Clearance items

Customized items

Offline purchase (items or parts unlisted on our website)

Items marked “Non-Returnable” on the product page

Please note, any items returned without authorization will not qualify for a refund and be rejected on delivery to our returns center.

General Return

You can initiate a return within 30 days of receipt if you are not satisfied with the items. All returned items must be in brand-new condition, uninstalled and/or non-assembled, unused, no pieces missing and with original tags and packaging. You have to pay for the return or exchange cost 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 already been damaged. You will be charged a minimum restocking fee of 15% of 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 malfunction

-Incorrect item was received

-Missing part(s)

-Damaged

 We recommend you to check the items within 48 hours of receipt and report to out customer service as soon as possible. Please offer the copy of your original order confirmation, confirm the item number & QTY of the defective item(s), photographs or video clearly showing the defect(s). Depending on the situation, we will be responsible for refunds, exchange or replacements according to your preference within 30 days of receipt. After 30 days, oppao will make every attempt to rectify, But manufacturer defects found after 30 days of receipt are directed to the manufacturer’s warranty.

 Supplement Terms

 1. Damaged items means items that have been damaged in shipping.

To help you efficiently, please report to customer service about the damaged product within 48 hours after you received the item and do not discard the damaged item&its packaging. See I Receive 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 limited to extra shipping charges and handling fees.