Frequently Asked Questions
HOW SOON WILL I GET MY PACKAGE?
Shipping times vary by country, but it normally takes about 6 to 12 business days for your item to arrive.
HOW CAN I TRACK MY ORDER?
A shipping confirmation is emailed to you as soon as your order has been shipped, which will allow you to track the status of your shipment.
HOW DO I KNOW IF MY PACKAGE HAS SHIPPED AND IS ON ITS WAY?
Once you place an order, you will receive an automatic confirmation email. Once your order has been processed and is ready to leave our distribution center, you will receive another email with shipping information. Please note that the shipping confirmation email does not necessarily mean that the carrier has picked up your package from our distribution center. Please use the appropriate carriers tracking features to determine when your package has been picked up and is in transit. Please allow 24-48 hours from the time you place your order for its status to update.
WHY DIDN'T I RECEIVE AN ORDER CONFIRMATION/SHIPPING CONFIRMATION EMAIL?
After you place your order, we always send an order confirmation email to the email you provided us. After we ship your order, we also send a shipping confirmation email to the email you provided us. Please be sure to check your spam/junk folder for the emails.
MY TRACKING INFO SHOWS MY PACKAGE WAS DELIVERED, BUT I NEVER RECEIVED IT!
We know how important your order is! Orexgold provides our customers with the option to track your package. If the tracking information states that your items have been delivered but you have not received it, please check around your neighborhood in case another home received it by mistake. Speak with family, roommates, etc. in the event they received it on your behalf.
The package may also have been left with property managers or an apartment office. We will always do our best to assist you, but If you are unable to locate your package, you must contact the shipping carrier to discuss the issue and file a claim with them, As well as don't forget to contact us so that we can do our best to help you find your package.
WHY ISN'T MY TRACKING INFO UPDATING, IS THERE SOMETHING WRONG?
This is normal. The tracking information normally lags behind the true status of your package. If it hasn't updated in over 2 weeks, please contact support.
TAXES & DUTIES :
Import taxes, duties and related customs fees may be charged once the parcel arrives at the destination country. These charges are determined by the customs office of the specific destination.
Payment of these charges and taxes is the responsibility of the recipient and will not be covered by us here at Orexgold. For further details of charges, please contact your local customs office.
HOW SECURE IS MY PERSONAL INFORMATION?
Orexgold adheres to the highest industry standards to protect your personal information. Your credit card information and personal details are encrypted during transmission using the 128-bit SSL (Secure Sockets Layer technology), the same level of encryption used by large banks around the world.
Your credit card information is only used to complete the requested transaction and is NOT subsequently stored.
HOW CAN I CHANGE MY SHIPPING ADDRESS?
By default, the last used shipping address will be saved into to your Sample Store account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.
HOW DO I ACTIVATE MY ACCOUNT?
The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us.
HOW CAN I TRACK MY ORDERS?
After logging into your account, the status of your checkout history can be found under Order History. For orders via registered postage, a tracking number (article tracking number) will be given to you after the receipt given from www.dhl.com and www.ups.com and www.aftership.com.
HOW DO I CANCEL MY ORDERS BEFORE I MAKE A PAYMENT?
After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE AFTER I MAKE PAYMENT?
Members who ship their orders within Singapore should expect to receive their orders within five (6) to ten (12) working days upon payment verification depending on the volume of orders received.
If you experience delays in receiving your order, contact us immediately and we will help to confirm the status of your order.
HOW DO I MAKE PAYMENTS USING PAYPAL? HOW DOES IT WORK?
Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to Orexgold system for your order. It's fast, easy & secure.
WHAT ARE THE PAYMENT METHODS AVAILABLE?
At the moment, we only accept Credit/Debit cards and Paypal payments.
CAN I PAY USING PAYPAL WITHOUT A PAYPAL ACCOUNT?
Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.
Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal.
By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed. For more details, click here to see how Paypal works for you.
HOW CAN I USE MY REMAINING ACCOUNT CREDITS?
We are in the process of removing the option to pay for your orders by ‘Account Credits’. If you have remaining credits in your account, it will be used to pay for your next checkout. If there are insufficient credits, the system will direct you automatically to pay the balance via Paypal.
WHY MUST I MAKE PAYMENT IMMEDIATELY AT CHECKOUT?
Sample ordering is on ‘first-come-first-served’ basis. To ensure that you get your desired samples, it is recommended that you make your payment within 30 minutes of checking out.
WHAT HAPPENS IF THERE'S BEEN A DELIVERY MISHAP TO MY ORDER? (DAMAGED OR LOST DELIVERY)
We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your Delivery Order to us at firstname.lastname@example.org.
- In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at email@example.com.
- In the event of lost mail, we will try to locate the delivery team in epacket or UPS or DHL and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.
WHAT HAPPENS IN THE EVENT OF UNSATISFACTORY/EXPIRED/WRONG SAMPLE/MISSING SAMPLES?
We regret to inform you that no refunds will be given for orders that fall under the below categories.
1. In the event that the sample you've received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.
2. In the event that you receive an expired product, we will require clear photo proof of the sample and its expiry date for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability.
3. In the event that you've received the wrong sample, we will require photo proof of the wrongly sent sample and D.O (Delivery Order) and after reviewing, we'll re-send the correct sample to you at no cost, subject to availability.
If you have any further questions, please don't hesitate to contact us.
Where does orexgold ship?
orexgold ships to worldwide. At the moment, we’re not able to make our way to PO Boxes, APO addresses, or Puerto Rico (but we’re working on it!).
What are your hours of operation?
The orexgold website is available 24 hours a day, 7 days per week.
orexgold also employs a customer support team whose sole mission is to do whatever it takes to help our customers love their every interaction with orexgold. If you have a question, please email us firstname.lastname@example.org and we will get back to you.
How can I find more information about a product?
If something catches your eye, click on it to go to the product details page. Here you can find pictures in the “More Details” section. Not seeing the information you’re looking for? Get in touch our customer support team, and we’ll find the answer for you!
How do I remove something from my cart?
On the site: click the shopping cart icon in the upper right corner of the page. Click the grey “x” to the right of the item name and voila! It’s gone.
How can I check on the status of my order?
To view the status of your order, log into your orexgold account and visit your My orders page to see exactly what stage your order is in on its journey to you. We’ll also send you an email with tracking info when your order ships.
How can I edit my shipping address?
Shipping addresses can always be added, removed, and edited on your Account Information page. You can also edit your shipping information at checkout. Just click the pencil icon next to your shipping address before you place your order.
If you need to change the shipping address on an order that’s in progress, please contact our customer support team as soon as possible and we'll do what we can to help you out.
Please note that a delivery address cannot be changed after an order has shipped. Please carefully review the shipping address before completing your order.
How do I return an item?
We want you to absolutely love your orexgold purchase, but we understand that sometimes things just aren’t right. If you’d like to return any item not marked ‘Final Sale’ for a refund, simply contact our customer support team.
If you need to see about getting an item replaced or exchanged, please contact our customer support team.
Why isn’t my tracking number working?
We send you a shipping notification email right when your order is shipped, but it can take up to 24 hours for your tracking number to start showing the progress of your order. Please check back later to see your order moving, or get in touch with us if you need anything else.