How can I track my shipment?
From your back office, under your Id number or “Welcome” on the drop-down menu select ORDER HISTORY for tracking numbers or call our Shipping line at 1-877- Organo1 (1-877-674-2661). Tracking Numbers are updated upon the order being shipped out.
How long is the shipment of my product?
For regular order, it is shipped out within the next business day and shipping time is 3-10 business days.
Autoship orders are shipped out within 2-3 business days and the shipping time is 3-10 business days.
*Please be advised that, for the delivery of the package to our distributors, whether a signature will be required or will be left at the door, will solely be on UPS driver’s discretion
Can I make any changes to my order (while in transit)/ Order Intercept?
After the 1st delivery attempt, the distributor can contact the shipping carrier directly for intercepting the package providing the new address is in the same city.
My shipment was damaged, I want a replacement, what do I do?
Damaged shipments must be reported immediately upon receipt of the product. For damaged products, we will usually file a Damage Claim if it’s via UPS. We will also request pictures to be sent to shipping@organogold.com. The decision to send a Replacement will be based on the number of damaged boxes as well as on UPS’ decision (once UPS has inspected the damaged merchandise).
A return label may be sent to the distributor’s email to retrieve the damaged products, once we have verified the damaged products, a replacement will be sent free of charge immediately.
My order was returned to your warehouse, what can I do to ship it back?
This usually happens when there is an Incomplete or Invalid Address. Should you wish to have the products re-shipped back to you, we would gladly send them to your current/correct address. Please, be advised that re-shipping/processing fees are applicable. Please call our Customer Service Line or email us together with your ID and Order Number, so we can provide additional procedures.
With the different countries and carriers, we encounter with different scenarios. Logistics will typically look at the reason as to why a package is returned, the reason will determine whether the distributor needs to pay for re-shipping fees.
My package is lost, what can I do?
Please report this to us immediately, so we can file a CLAIM with our carriers. Please, be also advised to double-check your surrounding or check with your neighbours if they have kept your package for you.
A Reshipment (Replacement) is not guaranteed until an investigation has been completed, and this may take up to 10 business days.
Order Discrepancy
Must be reported to the Shipping Department immediately upon receipt of the product for adjustments to be made.
Wrong Items Received
We will investigate this matter and if found that there is a discrepancy, a distributor may keep the wrong items at 30% discount, otherwise, we will arrange to have the products returned to us. Once we have received the products, we will then send the correct products free of charge.
Product Shortage
The weight will be investigated by our Logistics Department. We will be shipping the product shortage based on the result of the investigation. For follow-up regarding this matter, please e-mail shipping@organogold.com
I would like to exchange the items I received, what is the procedure?
Any OG Promotional Sales packs are not customizable. We don’t exchange individual items from any of the packs, including OG Promotional Sales packs. Exchanges accepted within 45 days from the shipped date.
Items exchanged must be the same CV amount or higher. Request an EMA number from one of our Customer Service Representative. The merchandise must be returned unused, unopened and in resalable condition.
- Write down the EMA number visibly on the outside of the box.
- Pack and seal your return merchandise with the original invoice in the original package. Please note that you will be responsible for the shipping cost to return the products and re-shipment.
- Shipment of replacement products will only be made once we have received the original products
- Mail the package to the original warehouse where the order is shipped from: Unit 150, 6311 Westminster Hwy, Richmond B.C. V7C4V4