FAQs

As soon as your order has been shipped, you will receive an email including the tracking information. And the estimated delivery date depends on the country and shipping method you choose. Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date.

If there is no tracking info few days after your order is shipped out, the reason is that it may takes 1-3 days for the tracking info to be updated while the shipping company is arranging the shipping space. If there is no updated tracking info during transportation for less than 5 days but still within estimated delivery date, please don't worry, tracking info has only been updated when it arrives at some important ports or destinations. If there is no updated tracking info for more than 5 days, please feel free to contact us support@orcajump.com

Normally, an email with tracking number will be sent to your account email address once the order is shipped out. If you did not receive the email, you can check the following situations: 1. Please check whether the email address you used to placed the order is different. 2. Please check your junk emails to see whether the mail is shielded. 3. Please check your order status in your account to see whether it is shipped.

If your tracking information shows that your package was delivered, but you can't find it:
- First, verify your shipping address, to do this, locate your tracking number in your shipping confirmation email or log into your account and check your order history.
- If your order was marked as “delivered” please wait 48 hours - sometimes delivered packages may say delivered up to 48 hours before arrival.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- Check to see if someone else accepted the delivery like a neighbor or another household member unless you have health or safety concerns.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive packages.
- If you still can not locate your package please reach out to the carrier.

If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes. Please note that any orders that have already been packed or shipped cannot be cancelled.

Some products are in intimate contact with the body such as clothes or earring. Based on the principle of being responsible to all customers, we do not provide exchange services. If you wish to cancel your order, please do it through your account. Once your order has left the warehouse, we are unable to make any changes. Please check more details of the return policy via here.

Please inspect your order upon reception and contact us immediately, email us with your order number, information regarding the problem and provide pictures.

There might be two situations for missing items, please contact us according to the following description：
（1）Your order is overweight due to too many items or contains pre-order products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are instock. Therefore, the missing items may be in the coming packages. If you have any questions about your package tracking information, please feel free to contact us.
（2）Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and the outer package you received.

1. Card info are incorrect. Please kindly check expiration date, billing address, and security code (Security code on the back of your Visa/Master card). 2. Card issuer bank declined your payment and No enough balance on the card. 3. Shipping address and Billing address are inconsistent. If possible, we advise you to try paying with PayPal or other supported payment methods.

Unfortunately, The Price does not include customs and duties fees. All Customs and Duties Fees are the responsibility of the customer to be paid upon receipt of package. The amount varies from country to country and depending on item(s) ordered.

If the order was refused to get accept ed due to custom fees, the package might be destoryed and can not be delivered again. In this case, the refund will not be refunded. So we suggest that customer could check the local custom policy first before placing the order.

If your tracking information shows that your package was delivered, but you can't find it:
- First, verify your shipping address, to do this, locate your tracking number in your shipping confirmation email or log into your account and check your order history.
- If your order was marked as “delivered” please wait 48 hours - sometimes delivered packages may say delivered up to 48 hours before arrival.
- Look for a notice of attempted delivery.
- Look around the delivery location for your package.
- Check to see if someone else accepted the delivery like a neighbor or another household member unless you have health or safety concerns.
- Some packages travel through multiple carriers; check your mailbox or wherever else you receive packages.
- If you still can not locate your package please reach out to the carrier.

Please send us an email at support@oliviamark.com to share your interest! We’d love to hear from you!

To start a return, just send us an email at support@oliviamark.com and explain the situation. If your return is accepted, we’ll send you a return shipping address and instructions. We apologize that we do not offer free return shipping label because the price we are selling simply cannot cover the cost. Unless it's a quality issue or problem with the order, we will not be responsible for the return shipping fare. Please kindly note, items sent back to us without first requesting a return will not be accepted.

U.S. Domestic: We cover return shipping fee for the 1st return request of each order if there is quality issue with the items(such as damaged during shipping, or simply unusable). You may have to cover the shipping fee for your return otherwise.

International: Unfortunately, we currently do not cover shipping costs to return (we are working on offering more friendly return policies to international customers!).