FAQ
Below you'll find the most asked questions we get, but if you don't find what you're looking for there's plenty of additional information below to help you.
Do you ship internationally?
Yes, we ship all over the world. Shipping costs will apply, and will be added at checkout. We primarily use FedEx International for all shipments outside the US.
How long will it take to get my order?
It depends on where you are. Our fulfillment time is 1 to 3 business days and orders will take 5-7 business days to arrive. Overseas deliveries can take anywhere from 7-16 days. Delivery details will be provided in your confirmation email.
What is the warranty policy?
OlenVR products are backed by a 1-year warranty from the delivery date. We’ll work with you to resolve any product issues within this timeframe. We understand that accidents happen.
Can I change my order?
Absolutely! Orders that have not yet been fulfilled or shipped may be eligible for changes or cancellation, subject to the following:
- Requests are handled case by case and at our discretion.
- Modifications may extend fulfillment time.
Once an order has been shipped, we cannot modify or cancel it.
Returns & Restocking
We offer a 14-day return policy. This means you have 14 days from the date your order is delivered to request a return. After 14 days, returns are not accepted.
To qualify for a return:
- The item must be unused, undamaged, and in its original packaging.
- You must include proof of purchase. Your order number and the name or email used at checkout are usually enough.
Additional return information:
- A 15% restocking fee applies to all returns. This helps cover wear and damage that often occur on returned 3D printed items.
- Customers are responsible for all return shipping costs, including any customs, VAT, or import fees.
To start a return:
Email us at help@olenvr.com with your order number and the reason for your return.
Please wait for return instructions before sending anything back. Unauthorized returns will not be accepted.
Once your return is received and inspected, we’ll notify you of your refund status. If approved, a refund (minus the restocking fee) will be issued to your original payment method within 10 business days.
If you don’t see your refund after 14 business days, please contact us.
Important: Refunds will not be issued for missing or significantly damaged items. Shipping costs are non-refundable.
Damaged or Incorrect Items
Please inspect your order when it arrives. Contact us at help@olenvr.com right away if:
- Your item is damaged or defective
- You received the wrong item
We’ll make it right as quickly as possible.
Non-Returnable Items
We do not accept returns on:
- Sale items
- Gift cards
If you're unsure whether your item qualifies, contact us before purchasing.
Orders from the European Union
If your order is shipped to a country in the European Union, you may cancel or return your order within 14 days without needing to provide a reason.
To qualify:
- The item must be unused and in original condition and packaging.
- Proof of purchase is required.
- Our restocking fee and return shipping policy still apply.
Order Changes & Cancellations
If your order has not been fulfilled or shipped yet, you may request a change or cancellation.
Keep in mind:
- Requests are handled on a case-by-case basis.
- Any changes may delay processing.
- Once your order ships, we cannot make changes or cancel it.
- We do not accept custom modification requests.
To request a change, contact us as soon as possible with your order number and what you’d like to change.
Domestic Shipping (U.S.)
We ship across the U.S. using USPS or UPS, depending on your location and order size.
Rates:
- $8 flat rate for orders under $100
- Free shipping for orders $100 and up
- Expedited options available at checkout
International Shipping
We ship worldwide using reliable carriers.
Details:
- Shipping starts at $35 USD
- FedEx International Connect is our preferred service
- USPS First Class International is available but may not include tracking
- Customers are responsible for customs duties, VAT, taxes, and import fees
- If shipping charges are significantly off, we will contact you before sending your order
Be sure to check your country’s import rules before placing your order.
Fulfillment & Shipping Timeline
Most orders are processed and packed within 1 to 3 business days.
Estimated shipping times begin after your order is fulfilled.
- Expedited shipping only applies after fulfillment is complete
- Changes to your order may delay fulfillment
- For time-sensitive orders, contact us before purchasing
Warranty Information
All OlenVR products include a 1-year warranty from the date of delivery.
To file a warranty claim:
- Send proof of damage (photos or video)
- Include your original order number
- Customers pay shipping for replacement parts
- International customers are responsible for any customs fees
Contact us with your information to begin the process. Once approved, replacements are shipped within 1 to 3 business days via your chosen shipping method.
Customer Support & Contact Info
We’re available Monday through Friday during normal business hours.
Support Hours:
8:00 AM – 4:00 PM CST (U.S. Central Time)
Messages outside of these hours will be answered the next business day.
Contact Us:
- Email: help@olenvr.com
- Discord: Join our community (link on website)
- Live Chat: Available on our website
Contact Us