How can I track my shipment?
From your back office, once logged in at the top right corner of your screen your ID number is posted and there is a drop-down arrow kindly select “Order History” or contact us at 1-877- Organo1 (1-877-674-2661), email or via Live chat. Tracking Numbers are updated upon the order being shipped out.
How long is the shipment of my product?
For regular orders, it is shipped out within the day if within cut off time or next business day and shipping time is 1-3 business days.
Autoship orders are shipped out within 2-3 business days and the shipping time is 1-3 business days.
*Please be advised that delivering the package to our distributors, whether a signature will be required or will be left at the door, will solely be on the UPS driver’s discretion
Mainland: 3 to 7 business days (includes orders with PO boxes and rural areas) Territories: Puerto Rico: 7 to 12 business days Virgin Island: 10 to 12 business days Alaska: 10 to 13 business days Hawaii: 9 to 12 business days Military addresses: Organo cannot determine transit shipping time due to location complexity
Can I make any changes to my order (while in transit)/ Order Intercept?
USA (Change of address)
If an order is already in an “Assemble” we can no longer change it in the system, the options are below:
- We can put your order on hold in the nearest UPS facility, so you can go and pick it up there (No cost, however we cannot also guarantee due to shorter shipping time).
- Put this order on hold in UPS at no cost. If the package is not picked up in UPS after 5 business days, they will send the package back to our warehouse. Once back, you will have to pay for the re-shipment fee. (We cannot also guarantee due to shorter shipping time).
USA Intercept (Order Cancellation)
If an order is already in an “status 2” please note that the shipping fee is non-refundable and 10% restocking fee also applies. Please review your options below:
- We can intercept the order back to our warehouse and a $17.60 fee will apply to your refund. However, we need your response as soon as possible as we need to arrange this request with our warehouse department. If not,
- or You may return your order at your cost.
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 typically 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 advise that re-shipping/processing fees are applicable. Please call our Customer Service Line or send us an email 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 usually look at the reason as to why a package is returned, the reason will determine whether or not 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, we also advise double-checking 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:
Organo USA
Lawrence 467
2400 KRESGE RD
LAWRENCE KS 66049-9071