SUPPORT
Yes we ship via an International Carrier.
Please be aware that placing an international order online does incur customs and duties based on the country where you are located.
We are unable to estimate the amount that customs in any given country will charge upon receipt.
Due to our automated systems we cannot edit or cancel an order once it has been placed. Please contact our OVO support team if you wish to return your order for a refund.
Due to our automated systems we cannot edit a shipping address once the order has been placed & submitted.
Please be sure to thoroughly proof-read your information before submitting your order.
An OVO order is eligible for a refund so long as the item has never been used and is returned in its original, sealed packaging within 14 days of the original purchase date.
You must pay the cost of shipping to have the item returned to our warehouse.
If you are looking to return an order for a refund, please contact OVO Support for further assistance.
Orders take 2-4 business days to process prior to shipping, followed by and additional 3-5 business days for delivery.
There are no express or upgraded shipping options.
Once an order has been submitted, it cannot be cancelled or edited.
OVO does not ship on weekends.
If an order is placed on a Friday, it will be processed the following Monday.
Due to COVID-19, we regretfully cannot guarantee arrival times for shipments.
If you’ve received your tracking information, your order has been successfully processed from our facility.
If you do not see any updates within 5-7 business days of receiving the tracking information, please contact OVO Support.
If your tracking information shows as “delivered” but you have not received the item we always suggest seeing if the package was possibly left with a neighbor.
All orders need to be signed for by someone 18 or older in order to be marked as complete.
If you are not able to locate your shipment, please contact our support team right away so they can take the appropriate steps in finding your package.
Note that missing shipments must be reported to us within 24-48 hours of the tracking showing “delivered” for our team to help.
Please note our team is not authorized to refund/reship until we hear back with the results of the investigation.
OVO does not warranty glass, normal wear and tear, or damages caused by accident or abuse.
To obtain service, email support@ovoshisha.com or go to ovoshisha.com/warranty
You will be required to provide proof of purchase details and the Object itself when making a claim under this warranty.
Do not attempt to open the OVO DOPE 360 base.
This will immediately void the warranty for your product.
The Limited Warranty Period begins on the date the product was purchased by the purchaser and lasts for 14 days.
A claim under this warranty is only eligible if it is made within the Limited Warranty Period.
This Limited Warranty shall NOT apply:
• To any OVO-branded Products that are resold by the Purchaser or that are purchased from unauthorized resellers or unauthorized retailers.
OVO does not authorize resellers to sell on online marketplaces such as Amazon, eBay or Walmart ext..
• Where a Product’s lack of performance is due to the Purchaser’s failure to properly maintain the Product.
Please visit https://www.ovoshisha.com/support for support.
• If the Product has been used with aftermarket accessories such as mouthpieces that have not been approved or endorsed by OVO.
• If damage to the Product is cosmetic, including scratches and dents, or if lack of performance is caused by normal wear and tear or normal aging of the product.
• If OVO determines that the Product has been improperly used, altered, or tampered with in any way.
Purchaser assumes the risk or liability for loss arising from misuse, alteration of Product, or failure to follow instructions provided in user manual.
• If warranty claim is made fraudulently or by misrepresentation.
• If the serial number on the product has been deliberately altered, defaced, or removed.
If a valid warranty claim is made during the Limited Warranty Period, OVO will repair or replace at its sole discretion, any defective Product free of charge.
Replacement products may be a refurbished or a reconditioned Product of the same model.
All Products and parts that are replaced become the property of OVO.
OVO can only ship replacement or repaired products to the country where the original Product was purchased.
To request service under this warranty, contact OVO at support@ovoshisha.com or ovoshisha.com/warranty, and a OVO representative will provide instruction on how to proceed.
To make a claim under the Limited Warranty, you must provide the defective Product and a copy of the original receipt of purchase to OVO for inspection.
The receipt of purchase must indicate the pProduct purchased, price paid, date of purchase, and name of merchant.
To make a claim under the Limited Warranty, you must also obtain an Return Merchandise Authorization (RMA) number from OVO Support before returning a product.
Products returned without an RMA number are not processed and will be returned to you or destroyed.
OVO will provide a pre-paid shipping label for purchasers within France. International returns must be paid for by the customer.
Returns must go to the address included on the return label or provided by OVO Support.
If items are returned to any address other than the specific address provided by OVO Support, OVO cannot guarantee that the item will be located and processed for warranty support.
Please return only the part specifically requested by OVO Support, not the entire device. Postal service carriers require that all items be cleaned prior to mailing. If items are mailed to OVO uncleaned, OVO will, in its sole discretion, either dispose of the item or charge a 100€ cleaning fee before returning the item.
Once the item arrives at the address specified by OVO Support, it will be inspected for any possible defects.
The OVO Support Representative that coordinated the return will contact you once they receive the results of the investigation.
If the item is deemed defective, it will be replaced/repaired under this warranty.