Shipping policy
By placing an order through our store, you agree to the terms below. These are provided to ensure that both parties are aware of and agree to this arrangement in order to protect one another and set expectations regarding our service.
1. General Information
Subject to stock availability, we make every effort to maintain accurate inventory levels. However, from time to time, there may be a stock discrepancy and we may not be able to fulfill all items at the time of your purchase. In this case, we will contact you to ask whether you would prefer to wait for the item to be restocked or receive a store credit.
2. Shipping Costs
Shipping costs are calculated based on the weight, dimensions, and, above all, the destination of the items in your order. These charges are applied at checkout and constitute the final shipping cost to the customer.
3. Returns
Return conditions are available in our Refund Policy.
4. Delivery Terms
In general, international orders are in transit for 7 to 10 days. However, this timeframe may sometimes be longer depending on the shipping method selected and the supplier of the items in your order.
Processing Time
Orders are generally processed within 1 to 2 business days after payment is received. We allow a 24-hour period so that the delivery address may be changed if necessary.
Our teams contact warehouses located in Europe and Asia from Monday to Friday during normal business hours, excluding national holidays, during which no shipments are processed from these locations.
It is important to distinguish between shipping and delivery. Shipping refers to the dispatch of items from our site or warehouse, while delivery refers to the transport of the items to the destination address and their final handover.
If you do not receive your order within the timeframes mentioned above, please email us at: contact@opaldwell.com
To ensure your email is handled as quickly as possible, we recommend including the following information in your message:
- Your order number
- The email address used when placing your order
- First name
- Last name
- Contents of your order (even approximate)
- Date of your order
If you send us an email, we also recommend using the following subject line: “Delivery Time – Your Order Number”
Example: “Delivery Time – 125698”
Our customer service team will respond by email within 48 business hours to handle your request.
4.4 Change of Delivery Address
For requests to change the delivery address, we are able to update the address at any time before the order has been dispatched.
4.5 P.O. Box Shipping
Our website ships parcels using postal services only and does not currently offer alternative delivery options.
4.6 Shipping to Military Addresses
We are able to ship to military addresses using USPS. However, we are not able to offer this service through courier services.
4.7 Out-of-Stock Items
If an item is out of stock, we will contact you to ask whether you would prefer to wait for it to be restocked or receive a store credit. The value of this credit will be equal to or greater than the amount of your original order, depending on the inconvenience caused.
4.8 Exceeding Delivery Time
If delivery time exceeds the expected period, please contact us by email at contact@opaldwell.com so that we can review your request. In general, international orders are in transit for approximately 7 to 10 days. However, this delay may exceptionally be longer depending on the shipping method selected and the supplier of the items in your order.
5. Tracking Notifications
Once your order has been shipped, you will receive a tracking link allowing you to follow the progress of your shipment based on the latest updates made available by the shipping provider.
6. Damaged Parcels in Transit
If you notice that a parcel is damaged during transit, please, if possible, refuse delivery and contact our customer service team. If the parcel has been delivered in your absence, please contact our team by email.
7. Duties and Taxes
7.1 Sales Tax
Sales tax has already been applied to the price of the goods as displayed on our website at the time you placed your order.
7.2 Import Duties and Taxes
Import duties and taxes may be payable for international shipments upon arrival in the destination country. This varies by country, and we encourage you to be aware of these potential costs before placing an order with us.
If you refuse to pay the duties and taxes upon arrival in your destination country, the goods will be returned at the customer’s expense, and the customer will receive a refund for the value of the goods paid, minus the return shipping costs. The original shipping cost will not be refunded.
8. Cancellations
If you change your mind before receiving your order, we may accept cancellations at any time before the order has been shipped. If an order has already been shipped, please refer to our Refund Policy.
9. Insurance
Parcels are insured against damage and loss up to the value declared by the carrier. A parcel is considered lost when the postal service confirms the loss. A delivery confirmed by the postal service will be considered valid.
We have unfortunately experienced too many cases of dishonest claims stating that orders were not delivered to rely solely on the customer’s statement. However, we will do our best to satisfy you by reshipping the items in your order at our expense or offering you a gift voucher with a value greater than your original order amount.
9.1 Process for Parcels Damaged in Transit
We will issue a refund or replacement in accordance with our Return and Refund Policy, the link to which can be found at the bottom of the page.
9.2 Process for Parcels Lost in Transit
If the postal service confirms a loss in transit, we will do our best to satisfy you by reshipping the items in your order or offering you a gift voucher with a value greater than your original order amount.
10. Customer Service
Operating Manager: OpalDwell
Postal Address: 4765B Rue Dubois, Drummondville, Quebec, J2E 1B8, Canada
Phone: +15142986709
Email: contact@opaldwell.com
Response Time: We will respond within 2 business days (24–48 hours), Monday to Friday, 9:00 AM to 5:00 PM
Business Hours: Monday to Friday, 9:00 AM to 5:00 PM