Before hitting the panic button let’s cover the most common places your package could be. The first step is to check with the members of your household and close neighbors. Occasionally the packages will be dropped off at the wrong house. If you don’t find it the next step is to contact the local courier who dropped off the package. They will have the most up to date information. If none of that turns up your package, give us a call and we will open a case for you, and work directly with you to resolve the issue.
Most items ship within 2 business days of the receipt of your order. Depending on your order, items may ship from multiple warehouses and boxes may arrive over a period of days to complete your order.
At this time we are not accepting back orders for out of stock items, but you can request to be emailed when the item comes back in stock by entering your email on the out-of-stock product’s page.
You can check the status of your shipment by first logging into your account. Once you’re logged in, click on “My Account” and then “Order History”. Select the order number you wish to track.
If your order has shipped, it will have show the date shipped and the tracking number.
If you have a recent order and there is no tracking information, the order is still being processed.
After you complete your purchase, a confirmation page will be displayed with your web order number and order information. We’ll also email a confirmation to you, so be sure to enter your correct email address when placing an order.
Place your order anytime 24 hours per day, 7 days a week on our website; www.OukitelMobile.com.
Orders are sent immediately to the warehouse for fulfillment, and shipping of your order, therefore we are not able to cancel or add items to your order once you have placed it.
hat could be happening for multiple different reasons, but they all have an easy solution. The most common reason for an error is due to an incorrect billing address. Please verify the billing address you have entered matches the address on file with your bank. If the address is correct, just give us a call and we will make sure to get your order placed.
The first step in a warranty claim is to send an email to firstname.lastname@example.org from the email your OukitelMobile.com account is set up under. We will need pictures of the damage with a short description of how it happened. If you really want to make it an easy process please include: the order number, first and last name of the purchaser, color and size of your item, and a ballpark of when the item was purchased. That will make it easy for us to find the original order.
Typically yes, we will send a prepaid label to receive the damaged product back. We always like to see product failures in person. This is at the discretion of the warranty manager, and they will let you know either way
If your item is sold out there are two options, we can send you a replacement when we receive the next shipment, or we can issue a gift certificate for the purchase price of the item. If your item has been discontinued without a replacement we will issue you a gift certificate for the purchase price of the original.
This is a difficult question as the response times will vary depending on the seasonal volume. If all the information is provided and you are the original purchaser, we typically have a 48hours response time on the email. Once you have the email and label, shipping may take a few days to be received by us. Once we receive the warranted item the order will be placed and a confirmation will be sent to you.
If you are in a time crunch and need your replacement quicker, we can accommodate that. Once you put the item in the mail, email email@example.com the tracking information. Once the tracking is active and the package is on its way back we will place your replacement order.
We only cover the original purchaser. Any item bought second hand or from a 3rd party is not covered under our warranty policy. If proof of purchase cannot be provided or found, the warranty is void.
Yes, but when you email in please include the full name of the person who purchased it and your shipping address
While OukitelMobile.com products do excel in all of these aspects, it is not indestructible. Sharp rocks, stiff limbs, and unexpected falls can push any fabric or clothing type beyond its limit.
Any problem that is caused by abuse, misuse, or an act of nature (fire, flood, moths, etc.) is not covered. Snags, stains, pilling, discoloration, deterioration, burns, or damage from normal wear and tear are not covered by this warranty.
Yes. We are able to accept returns within 30 days of your original purchase date for an exchange or refund if the item(s) are unworn with original tags. All outlet sales are final and not eligible for return or exchange.
You may ship your items back using the carrier of your choice. We recommend using a service with tracking capabilities. Please obtain the tracking # for your records and make sure that your return is shipped to our address,pls contact us with shipping address before shipped.
Once we receive your return, we will process and issue a refund for the full purchase price (less the cost of shipping) to your original form of payment. Refunds are generally processed within 5 to 7 business days from the day we receive your package.
Yes. If you need a new model, please email our customer service team at firstname.lastname@example.org. With our Quick Exchange process, we will place a new order for your exchange item(s) and waive the shipping fee on that order. You will be charged at the time your new order is placed and we will process your refund once we receive your return
If you do not have your Return Form, please include a printed copy of your email order confirmation. If not available, please include a note with your name and order number.
You do not need a return authorization number (RA#).
Refunds are generally processed within 5 to 7 business days from the day we receive your package.
Refunds are issued to the original form of payment used. If you paid for your purchase with a gift certificate, you will be refunded in the form of a gift certificate. If you paid for your purchase with a credit card and gift certificate, your refund will go back to the credit card first and the remaining amount will be issued in the form of a gift certificate.
Yes. If you received a gift that you would like to return or exchange, please contact customer service at email@example.com. We will need the original order # or the name of the person who gifted it to you, so we can find the order. We can issue you a gift certificate for the item or we can refund the original purchaser.
Yes. You will receive an email once your return is complete.