FAQ
Ordering
What payment methods do you accept?
We accept Visa, Mastercard, American Express, Discover, PayPal, Apple Pay, and Google Pay. All available payment options are shown at checkout.
Can I change or cancel my order?
Orders can be canceled before they ship for a full refund. Once an order has shipped, our standard return process applies instead. Contact support@open.shop as soon as possible if you need to make a change.
Shipping
Do you offer free shipping?
Yes. Shipping is free on all orders shipped within the United States (all 50 states), regardless of order value.
Where do you ship from?
All orders ship from our U.S. warehouse in North Las Vegas, Nevada.
How long will my order take to arrive?
Orders placed before 5:00 PM (EST) on a business day begin processing that day. Processing takes 1–3 business days (excluding weekends and U.S. public holidays), then delivery takes 7–9 business days via USPS, UPS, or FedEx — about 8–12 business days total from your order date. See our Shipping Policy for details.
Do you ship internationally or to P.O. boxes?
Not currently. We ship within the United States only and are unable to deliver to P.O. boxes or APO/FPO addresses at this time.
How do I track my order?
You'll receive a confirmation email with your tracking number once your order ships. You can also look it up anytime on our tracking page.
What if my order is delayed?
Delays can occasionally happen due to weather, high demand, or carrier issues. If your order hasn't arrived within 12 business days, reach out to us and we'll look into it right away.
Returns & Refunds
What is your return policy?
Returns are accepted within 30 days of delivery, provided the item is new, unused, and in its original packaging. No restocking fees apply. See our full Refund Policy for details.
Do you accept exchanges?
Yes. Exchanges are accepted within 30 days of delivery. Email us your order number and the item you'd like instead, and once your return is approved and received, we'll ship the replacement.
Who pays for return shipping?
If your item arrives defective, damaged, or incorrect, we cover return shipping with a prepaid label and offer a replacement or full refund. If you've simply changed your mind, return shipping is the customer's responsibility, and the return must be trackable.
How long do refunds take?
Once your returned item is received and inspected, your refund is processed to your original payment method within 7 days.
My item arrived damaged or defective — what do I do?
Contact us within 30 days of delivery at support@open.shop with photos of the issue, and we'll arrange a replacement or full refund.
Do I need approval before returning an item?
Yes — email us your order number and reason for return first. Once approved, you'll receive a Return Authorization and instructions; items must ship back within 7 days of approval. Returns sent without authorization may not be accepted.
Contact
How can I reach customer support?
Email support@open.shop. Our team is available Monday–Friday, 9:00 AM–5:00 PM (EST), and we aim to respond to all email enquiries within 24 hours on business days.
Contact Information
Company Name: Open
Company Registration Number: 61419382745
Registered Address:
28 Broughton Rd
Thornton Heath
CR7 6AL
United Kingdom
Warehouse Address:
3278 N Grand Canyon Dr
Las Vegas, NV 89129
United States
Frederik van Eedenstraat 10-B
3061 SL Rotterdam
Netherlands
Email: support@open.shop
Customer Service Hours:
Monday–Friday: 9:00 AM–5:00 PM (EST).
Saturday–Sunday: Closed.
We aim to respond to all email enquiries within 24 hours on business days.