Frequently Asked Questions



    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.

    Same Day Local Delivery
     
    We hand deliver to Brooklyn, New York (except zip codes 11224, 11235) and Manhattan, New York. Same day local orders will be delivered by ShopIN.nyc

    What days do you deliver on?

    7 days a week.

    When can you expect your order to arrive?

    Orders prior to 11:00am qualify for same day delivery. Deliveries arrive between 4:00-9:00pm. Orders placed after 11:00am will be delivered following day.

    Will I be notified ahead of time when the delivery will be made?

    Once the order is placed, all you need to do is relax. We’ll notify you via text message to track the status and delivery of the order. You’ll be notified when:

    - the package is ready for delivery
    - our delivery associate is on their way to deliver for you
    - delivery has been made
    - an item is not in the store's inventory (we will offer you an alternate item, or refund the item)

    Do I have to be home to accept the package or can it be left at my front door?

    You don’t have to be home! In an effort to promote safe distancing, for the time being, all deliveries will be left at your door.

    Don't worry, if for some reason we cannot find a safe place to leave your package, we will take it with us and bring it over the next day.

    If you have any specific instructions for delivery (lobby access, door codes, etc) just let us know by leaving a little note during the checkout process. We will send you a text message when we drop off the package, to make sure you know it’s there.
    Help! My delivery address is incorrect or incomplete?

    Please contact us immediately through here.
    What happens if I miss the delivery?

    We will attempt to make two deliveries, if you're unable to receive the package safely it will return back to our New York store. You can pickup at the store for free or you can schedule a redelivery (additional fee of up to $9.99 will apply).

    International Shipping

    oo35mm appreciates our customers all over the world! Unfortunately due to current logistic delays, at this time we ship to Canada only. 

    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. 

     Freshness Guarantee

    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.
    OR
    2. Get 50% off the product and keep the item without going through exchanges.

    Return
    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. 

    Credit Statement
    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

      Ordering

    SHOPPING
    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.
    CHECKOUT
    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.

    Payment
    We currently process and accept Afterpay and all major debit/credit card payments through our secure payment gateway.

    What is AVS Failure?

    When you try to order from our website and receive this message, there is a simple fix.

    A notification of "AVS Failure" when you are trying to purchase means the billing address does not match the address on file with the credit card.

    This can be easily fixed by double-checking the address to make sure it is correct. Make sure to use the same exact address you use thats shown in your bank statement or bank profile. 

    Make sure the zip code is only 5 digits long and does not have the additional 4 digits at the end of it. This can also cause this issue.

    You may see a pending transaction listed on your credit card company's website, and they may place a temporary hold on the transaction amount, which should drop off within 1-3 days.

    IMPORTANT: Every time you re-attempt the charge, your card issuer will place another temporary hold on the card. It is best to check the things below and call your card issuer before trying the transaction again.

    Things to check:

    1. Verify the address is setup correctly with your credit card company
    Sometimes the bank or credit card issuer may have an old or incorrect address entered in their system.

    If you moved recently, updating a mailing address will ensure credit card statements reach the new address, but that’s it; the billing information for the card isn’t automatically changed.

    The cardholder will need to contact the card issuer to make sure the billing address used for verification is up-to-date.

    2. If the billing address is a P.O. BOX, contact the card issuer

    P.O. Boxes can often cause issues if they are set up incorrectly in the bank's Address Verification system.

    It’s considered a best practice for the bank to truncate the “P.O. Box” and simply verify the numbers provided. But not all issuers do that, which results in mismatches of “123” and “POB,” for instance.

    To fix these errors, the cardholder will need to contact the bank or credit card company and inform them that the billing address is entered incorrectly for verification purposes.

    Taxes

    We are required by law to charge sales tax on all orders delivered to NY and NJ. 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.

    Wholesale

    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.