FAQs

WHAT IF THERE ARE ITEMS MISSING OR INCORRECT PRODUCTS WHEN I RECEIVE MY ORDER?

If your order appears to be missing but is marked as delivered in the tracking information, , please take the following steps:

  • Check with neighbors or household members to see if the package was mistakenly delivered to them.
  • Confirm the shipping address provided in your order confirmation email for accuracy.
  • Contact the carrier directly to inquire about the delivery status and request documentation of the non-delivery.
  • Once you have proof of non-delivery, please send it to us so that we can promptly process a refund for your order.
HOW DO I KNOW THAT MY ORDER HAS BEEN SUCCESSFULLY SUBMITTED?

You will receive an email confirmation containing the Order Number and details of your purchase.

I WOULD LIKE TO CHANGE MY ITEMS ORDERED. WHAT SHOULD I DO?

Amending your order is allowed on or before 11:00pm (PDT, -7 GMT) on the same day from the order being placed. You may contact us via support@ouruv.com to request for change.

HOW DO I ADD ITEMS TO MY CART?

To add items to your cart:

  1. Navigate to the page of the item you are interested in and then choose your preferences of the item. When you click the “Add to Cart” button, you will be brought to your "Shopping cart" page.
  1. Enter the quantity of the item that you would like to order using the "Quantity:" field next to the image of the item. After you have entered a quantity, you can continue shopping or choose to complete your order.
HOW DO I VIEW WHAT’S IN MY SHOPPING CART?

To view the contents of your cart, click on the Cart icon located on the top of the website page. Once you click on this icon, you can easily change the number of quantity you want to purchase of any item in your cart by updating the quantity listed. You can also delete any item in your cart by clicking the “Remove” link to the bottom of the quantity listing.

HOW DO I REMOVE ITEMS FROM MY CART?

First, click on the “Cart” icon in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart. Once you have identified the item that you would like to delete, click on the “Remove” link to the bottom of the quantity list. This will automatically remove the item and have the page refresh to have your changes reflected.

HOW DO I CHANGE THE QUANTITY OF A PARTICULAR ITEM IN MY CART?

First, click on the “Cart” icon in the upper-right corner of your computer screen. This will allow you to view all items currently in your cart as well as the quantities that you have chosen for each item. To change the quantity of an item in your cart, move your cursor to the “Quantity” field for this item and type in the quantity desired. Once you do this, the quantity and associated dollar amount (if applicable) will be automatically updated and reflect the correct amount for both the quantity and the cost located on the right side of your screen.

WHAT ARE YOUR PAYMENT OPTIONS?

We accept four types of major credit cards (MasterCard, Visa, American Express, and Discover)

HOW DO I USE A DISCOUNT CODE?

To use a promotional code, please follow these steps:

  1. Choose the item you want to order and then click "Checkout"
  1. You will then be transferred to our Customer Information page on the next page, fill-in the corresponding information needed
  2. You will see a “Discount” field on the upper right most part of the page 
  1. You need to input the discount code and then click apply. You need to verify if the discount has been applied and is valid by seeing it applied on the breakdown listed below.
WHEN CAN I EXPECT TO RECEIVE MY SHIPMENT?

Processing Time: Orders are typically processed within 24-72 hours during our regular business hours, which are Monday to Friday, 9 am to 5 pm EST. Processing does not occur on weekends or holidays. In the event of high order volume, there may be delays. Customers will be notified promptly via email or telephone of significant delays.

Delivery Time: Estimated delivery time is 7-20 business days during our regular business hours, which are Monday to Friday, 9 am to 5 pm EST for orders within the US. We do not currently offer shipping outside the US. Enjoy FREE shipping on all orders!

HOW CAN I TRACK MY ORDER?

A tracking number will be provided to you in your Shipping Confirmation email. You may use the number and track your order at www.17track.net.

WHAT ARE YOUR SHIPPING RATES?

We offer FREE shipping on all orders!

WHICH COUNTRIES DO YOU SHIP TO?

Currently, we do not offer shipping outside the US

HOW CAN I CHANGE MY SHIPPING ADDRESS?

You may change your address within 24 hours of placement before it is shipped. You may contact us via support@ouruv.com to request for such changes.

CAN I DELIVER TO ANOTHER ADDRESS, OTHER THAN MY CARD BILLING ADDRESS?

Yes, it is possible.

HOW IS MY ORDER SHIPPED?

Orders are shipped during regular business days, excluding holidays. Any orders placed on Saturday or Sunday will be shipped the following Monday.

WHAT IS YOUR RETURN & EXCHANGE POLICY?

Please refer to our Return Policy relating to returns.
For any inquiries or assistance, please email us at support@ouruv.com. Our customer support team operates Monday to Friday, 9 am to 5 pm EST. You may also reach us by phone at +13155044651 during these hours. We are here to help!

HOW TO RETURN YOUR ITEM?

You may contact us at our support channel support@ouruv.com. for more information.

WHAT IS YOUR CANCELLATION POLICY?

You may cancel your order within 24 hours of placement before it is shipped for a full refund. To cancel, please email us at support@ouruv.com.

IS ORDERING ONLINE SECURE?

Yes. We take the utmost care with the information that you provide us when placing an order through our online store (or through any other means). The server that hosts our store encrypts the transmission of all credit card and personal customer information using the Internet-standard SSL (Secure Sockets Layer) protocol. 

IS IT SAFE TO USE MY CREDIT CARD ON YOUR WEBSITE?

To ensure a safe payment procedure, our website uses credit card processor for a reliable and secure internet payment gateway, keeping all data encrypted with AES-256.

IS MY PERSONAL INFORMATION KEPT PRIVATE?

Any information that you share with us is private and confidential. At no point will we share, rent or sell your personal information without your consent, except as required by law.