FAQ
How Quickly Can You Answer My Question?
We answer messages and emails in the order they are received and respond promptly. We mostly reply within 24 hours of receiving a message or email.
Can I Change My Shipping Address After My Order Has Been Placed?
Once an order is placed, our warehouse staff can pack and ship your order within 1-3 Days, so it's only sometimes possible to process address change requests. If you notice an error, Please email us ASAP with your name and order # so we can correct (s) to your package before it departs.
There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
How Long Is The Processing Period?
Order processing times are one to 3 business days after the day you placed your order.
Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up, processing times may go up to 3 business days after placing your order.
Will My Order Come In One Package?
Depending on the size of your order, you may receive separate packages that may arrive 1 - 2 business days apart.
Out Of Stock/Backordered Items?
If any of your items are out of stock, we will email you to let you know when we expect to have the items shipped out. If the things are not likely to be restocked within two weeks, we will automatically refund you for those items.
I Received A Damaged Item, What Do I Do?
We apologise that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
How Can I Track My Order?
We will send you tracking information within 24 hours of your order leaving the warehouse to the e-mail address you provided when checking out. If you do not receive tracking information from us within 4 business days of your order, feel free to follow up with us at orders@overlandmonk.com.
Why Isn't My Tracking Number Working?
Often, tracking numbers will only function on domestic orders. If your tracking number doesn't work, please let us know so we can ensure your items were shipped correctly.
Do I need to pay VAT?
Our customers from Wyoming need to pay for importing fees, duties, or VAT(Valued Additional Tax).
We recommend contacting your local customs office for more information regarding your country's customs policies.
How long will it take to get my order?
It depends on where your order is delivered and its proximity to our warehouse. Our Order cutoff time is 8 PM GMT -7. Orders will be processed within 1-3 business days. Order transit time is 3 - 10 Business Days (Monday to Friday). Delivery details will be provided in your confirmation email.
Can I return my product?
We always aim to ensure our customers love our products, but if you need to return an order, we’re happy to help. Email us directly, and we’ll work through this process with you.
How long is the return window for products?
We accept returns within 30 days.
How will customers get the return label?
For returns (including customer remorse): Please contact us so we can send the label via email. You just need to Download and Print the label. Please note the shipping cost will be the responsibility of the customer.
For defective products: Please contact us so we can send the label via email. You just need to Download and Print the label.
What is the restocking fee?
If your order has shipped, a restocking fee of 15% will be applied to returned items that meet our return eligibility criteria. This fee is charged to cover the costs associated with processing, inspecting, and restocking the returned product. The restocking fee will be deducted from the refund amount and you (the buyer) will also be responsible for actual return shipping charges.
Who bears the shipping cost?
For defective products, we will cover that for you. However, you must pay the actual return delivery cost for any other returns (including customer remorse).
For more information, please contact
- Overland Monk
- Address - 30 North Gould Street, STE 7001, Sheridan, Wyoming, 82801, United States
- Email - sales@overlandmonk.com
- Phone - +1 888-997- 4362