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FAQ

FAQ

How do I contact Customer Service?

email us at: customer@okawood.com.

 

What's your return policy?

1.Okawood will accept your return of unworn, unwashed, like new condition (per Okawood discretion) and defective merchandise by mail for a full refund of the purchase price (excluding shipping costs) if the merchandise is returned within 30 days of receipt.

2.Eligible refunds made within 30 days after receipt will be credited for the item's purchase price in the original form of payment.

3.Any other return/exchange will fall under the Okawood policy for merchandise credit or merchandise swap.

Okawood also offers a return guarantee, which is our completely simple return policy. For more information on the return guarantee,click here.

 

Question about Shipping and Handling?

CLICK HERE

 

My order says “pending.” What does that mean?

Your gear has been processed and we’re getting it out the door just as fast as we can (it’s going to be a shorter wait than the VA, so don’t complain).

 

Do you ship internationally?

Our international shipments are shipped to 57 countries around the world. We have chosen to block the areas where we cannot ship, so if your area can view our website, then luckily we can deliver your shipment to you.

 

Do I need to have an account to order?
No, you can also place an order as a guest. But, there are some perks if you have an account with us:

Quick checkout process
Easily view your order status and order history
Receive updates detailing our new releases and special promotions
 

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, Discover, AMEX) and PayPal payments.

 

How secure is my online order?
When purchasing online using your credit card, all of your information is entered into a SSL secure web page. Your information is then SSL-encrypted and sent directly to our credit card provider's network, where your card and transaction is authorized and approved. Your credit card information is not stored on our servers.

 

Are there any exchange rates?
All of our transactions are based in US Dollars. If your credit card is based in another currency, your order total will be calculated in accordance with the daily exchange rate of the date your card issuer processes the transaction.

 

How do I set my shipping address?
Since our website and service are based on English, all the information that you typed in is required to be English input method, including punctuations. If certain letters of your address contain Non-English letters, you are advised to use the similar English ones instead. For example, you may change letter "?" to "c".

 

Can I change my shipping address after placing an order?
Please be advised that your shipping address cannot be revised after the order has been processed or shipped. Kindly update your shipping address to your residential address instead of your vacational address as we do not know how long the destination's customs department will have the package on hold.

 

How long does shipping take & how can I track my package?
The delivery time is based on the shipping option that you have chosen. Once the order has shipped, we will email your tracking number and tracking website. We are not responsible for delays caused by the customs department in your country.

 

What Do I Do If I Have Missing Items In My Order?
If something is still missing, please contact us immediately at customer@okawood.com.

 

If you still have any question, please contact us directly at email customer@okawood.com.