Frequently Asked Questions
Shipping and Handling
- Returns and Exchanges
- Freshness Guarantee
- Store Pickup
Shipping and Handling
- Orders are not shipped until we complete a credit verification. If you haven't received your Shipping Confirmation within 48 hours of placing your order, please contact our Customer Care as soon as possible. There's a chance we'll need more information from you before processing the order.
- All domestic orders are usually shipped via UPS, or USPS within 24 business hours of the time you place your order. Please allow 2-7 business days for shipments to arrive. Shipping charges and time will vary depending on the weight and distance of your package from New York.
- Orders placed Monday to Friday (excluding holidays) before 12:00pm EST will begin processing that day. Orders placed after 12:00pm EST will not begin processing until the following business day.
oo35mm appreciates our customers all over the world! At this time we are proud to shop with and ship to the following:
Australia, Brazil, Canada, India, Ireland, Israel, New Zealand
We ship all international orders via Fedex International, DHL Worldwide, UPS International, USPS Priority or Priority Express Mail. Your estimated international shipping cost will be shown in your cart.
Please note that international orders are subject to customs and duties fees upon arrival. oo35mm can not predict what this cost might be and is not responsible for any import fees. Product price does not include customs fees.
If an international order is refused, the customer is responsible for the original shipping fee as well as the return shipping and any customs and duties costs involved in returning the order to oo35mm.
Please Note: Depending on the country, customs clearance can take up to 30 days, even if there isn't an issue.
- Returns and Exchanges
Please note the following before placing your order: all sales final.
However, if your merchandise has a defect, we'll be happy to exchange it for a non-damaged item. Defect can be a bad pump or damaged.
If you have a allergy towards a product, please also let us know, we will see if we can repurpose the product and make a exception.
If you believe you have received defective or incorrect merchandise, please contact us within 7 days of receipt and provide a photo of the defect. Returns that is believed to be defective or incorrect must be received by oo35mm within 14 days of your order’s original shipment date. We regret that we are unable to refund your original shipping charges unless the return was a result of our error.
oo35mm will only accept defective returns for items that are received in their original condition. Accessories, box packaging, and anything else that came with the item must be included as well. If your return does not meet these conditions, you'll be charged a up to 20% re-stocking fee, or have your defective merchandise returned to you. Items damaged due to customer abuse or negligence will not be accepted.
We are unable to honor sale and/or promotional pricing or promo codes once an order has been completed. In addition, we cannot honor sale / promotional pricing once a sale or promotion has ended. We do not allow stacked discounts. Promo / coupon codes exclude non-USA orders.
To return or exchange an item purchased at a oo35mm retail store, please visit the store where the purchase was made.
We are proud to offer this 100% Fresh Quality Guarantee. Stock is received in small batches every month to ensure product freshness. All our products are manufactured within a year (depending on the brand). If you received a product 6 months from expiry, you qualify for up to 50% off!*
If you found we missed a product:
1. Exchange and receive 30% off a new replacement.
2. Get 50% off the product and keep the item without going through exchanges.
Please contact us for instructions to ship, return, or exchange product. When you return the product to us, please include all the original packaging and any accessories.
Receiving your refund
If you're returning the item through shipping, we'll arrange for a refund. If you return it to our store, you can choose either a refund, credit statement or an exchange. We'll refund your money in the same way you paid for your product. Your money will go back onto the same card. Allow 3-7 working days for the refund to show in your account.
We'll give you the equivalent value to your credit statement. If your item was purchased at an offer price, your refund will be based on that promotional price. Any member points earned on a returned item will be deducted from your account.
*Subject to certain brands
- 1. Once you’ve found an item you like, simply click the “Add to Cart” button on right side of the product page.
- 2. A confirmation box will appear to let you know that the item has been added to your cart. Follow this process for each item you want to add to your Shopping Cart. You can keep track of the running total of everything in your Shopping Cart—just look for the cart link in the upper right corner.
- 1. If you are ready to checkout, click "Cart" button on the upper right corner.
- 2. On the “My Cart” page, double check your order to ensure the correct items, quantity, and color are listed. Click "Continue"
- 3. Input and choose your Billing and Shipping Information. Complete all required fields marked with an asterisk(*).
- 4. On the “Shipping Method” page, choose your shipping option. Click "Continue" and select your payment method.
- 5. On the “Order Review” page, double check your shipping and billing information, as well as the order summary. Click the “Place Order” button to complete the order. To find out how long it will take to receive your order, please refer to our Shipping & Handling section.
- Store Pickup
- Enjoy the experience of shopping online without paying shipping charges. Pick it up and pay in store. Usually within 48 hours after we process your order, you will receive a ready to pick up notification. Bring your government-issued photo ID and the credit/debit card used for the purchase. We'll hold your items at the store for 7 days. If you don't make it in by then, we'll cancel the order. Can't make it within 7 days? Contact us to let us know.
- Select "Store Pickup" option.
- We currently process and accept PayPal and all major debit/credit card payments through our secure payment gateway.
- We are required by law to charge sales tax on all orders delivered to NY. Order totals listed on your screen reflect estimated sales tax. The actual charge to your credit card will reflect the applicable state and local sales taxes and will be calculated at the time you checkout. Your actual tax total will include the correct local sales tax (if applicable). If you have any questions about the tax rate, please contact customer service.
- We currently do offer wholesale for certain brand lines and products. Our wholesale page will be up very soon exclusively for our approved wholesalers. Please contact customer service for more information.