Shipping Policy

Tracking Your Order

You can track your OX Promo order in Your Orders.

Estimated Delivery Windows

Delivery of your products will always be within 7 – 14 business days.

Delivery Information

If no one is at the location when delivery is attempted, the precious goods will be left in a secure and safe location. If delivery needs someone to be present or there is no safe location, OX Promo will send an email to the e-mail address on file. OX Promo will make 3 delivery attempts on consecutive days. If the third delivery which is the last is unsuccessful, your package will be returned to OX Promo for a refund.

You will sometimes find that tracking will show that the delivery of goods has been delivered, but you did not receive it. In these occasions, verify and make sure that the goods were left with a neighbor, friend or close acquaintance. Deliveries may happen between 06:00 a.m. and 10:00 p.m. local time. All deliveries require your signature upon collections. If you are not able to locate and collect your order, however you have confirmation of the goods being delivered then please contact us and we will be happy to look into the matter for you.

Access Codes and Delivery Instructions

If the delivery address needs an access code, please provide this code to the OX Promo email or phone. If you have already executed your order, you can update your access code, add delivery instructions or request cancellation for that individual order through Your Orders.

Delivery Instructions that have been made on your OX Promo account are only accessible and visible to the specific transport delivery company that has been assigned with the handling and transporting of your goods. OX Promo will always notify you via email or cellphone/WhatsApp as to which company is delivering your product, and you are therefore required to keep those details with you in any instance of you not collecting the goods that you have purchased. If in the case where your package is being delivered in a different carrier, please contact them for assistance.

Use UPS MyChoice to communicate delivery preferences to UPS drivers
Use FedEx Delivery Manager to disclose delivery preferences to FedEx drivers.
Contact your local Post Office to liase delivery preferences to USPS.

Weekend Delivery Preference

When adding a new address, you can select whether or not you would like to receive deliveries on weekends.

Notifications

If you sign up for Shipment Updates via Text, you will also receive updates on your phone.

Customer Service

OX Promo Customer Service handles all inquiries for deliveries shipped with OX Promo.

You may contact us if you require a change or reschedule of the date of delivery or if you have any additional questions.

About Shipping Restrictions

There are specific restrictions that hinder us from shipping our products to all geographical locations. Restrictions for certain items will probably require the buyer to provide additional information in order to ship the product.

If in the instance we are not able to ship certain items to the address you have selected, you will see a notification via email.

These restrictions can be related to local province/state statutes and laws, hazmat materials or OX Promo policy.

It is not possible to ship to an address for the following reasons:

The product(s) are restricted in your country, province/state. The goods sold by OX Promo should always comply with all regulations and laws, and with OX Promo policies.
Certain carriers are not able to deliver to specific address types.
OX Promo is prohibited from shipping to your location due to government import/export rules and regulations, requirements or manufacturer restrictions.
OX Promo cannot ship its goods to locations where there is war or extreme instability.

Shipping Globally and to the USA, UK, European, Asian, Africa, Australian Territories and Protectorates

There are some considerations when shipping to certain territories and protectorates.

1. Standard shipping and international priority shipping are available for orders that are sent to these areas.

The following restrictions apply:

For Standard Shipping, the package is required to have a width or length of 108 inches or less and weigh 70 lbs. or less.
Oddly shaped or large shaped products may not be permitted for shipping.

Once you have selected your order, you will be notified via email if the product(s) you have purchased is able to be shipped to your address. Before making payment, you should always check for confirmation via email to make sure that the goods are able to be shipped to your location.

International Shipping Terms & Conditions

These International Shipping Terms & Conditions apply if you purchase goods from OX Promo for shipment to delivery addresses outside of the Republic of South Africa. Each product is sold and shipped by OX Promo which is a subsidiary of OX Promotions (Pty) Ltd. These terms and conditions apply in addition to OX Promotions’ Conditions of Use and any other relevant terms and policies which govern the sale of the goods. In any instance of conflict between these International Shipping Terms & Conditions and OX Promotions’ Conditions of Use, these terms will persist.

1. Compliance with Applicable Laws

When ordering from OX Promo, you must agree with all relevant regulations and laws of the destination to which your products are being delivered. You are also solely responsible for ensuring that your products are lawfully imported into the country of importation.

2. Transfer of Title and Risk of Loss

Title and risk of loss for the goods transfer to you as the buyer as soon as the goods are delivered to the first carrier outside of the country of importation.

3. Import Fees

Products/goods shipped outside of the United Arab Emirates and the Republic of South Africa may be subject to custom duties, taxes and fees charged by authorities of the country of importation (“Import Fees”). For products sold by OX Promo or sold by third party sellers and executed by OX Promo, you are responsible for paying all Import Fees. For specific destinations OX Promo will estimate the Import Fees and require a deposit from you at checkout (“Import Fees Deposit”). For other destinations, OX Promo will charge you a fixed amount at checkout (“Import Charges”). By placing your order, you consent to OX Promo collecting the Import Charges or Import Fees Deposit.

You are the individual responsible for the import clearance of products shipped outside of the United Arab Emirates and the Republic of South Africa (“importer of record”), unless in the instance where the laws of the country of importation require that someone else serves as the importer of record. In that specific case, you consent to OX Promo or the third- party seller to appoint an importer of record. You also consent to OX Promo to appoint a carrier (“Designated Carrier”) to act as your direct or indirect agent/representative with the applicable postal, customs, and tax authorities, to clear your goods, to process and pay on your behalf any Import Fees charged for your products, and to process any invalidations, amendments, or remissions or duty refunds related to the importation of your products. Any Import Charges or Import Fees Deposit will be utilized to reimburse the Designated Carrier for Import Fees. You consent that the Designated Carrier may disclose to OX Promo the amount of Import Fees for the products purchased from OX Promo or executed by OX Promo.

Following shipment of your order, you may contact the Designated Carrier specified in your shipment confirmation to acquire details relating to Import Fees, or to acquire receipts or documentation in connection with customs clearance.

4. Gifts

In the instance of gifts or other purchases that have been made on behalf of another recipient, you also consent to grant and secure the applicable authorizations, including payment of Import Fees, on behalf of the recipient appointed in your order. Products shipped as gifts will be marked as such, but the cost of the products may be stated on the customs forms.

5. Value-Added and Sales and Use Taxes

OX Promo or the third-party seller may collect taxes on orders shipped internationally, as well as goods and services, value added goods, and sales and use taxes.

6. Limitations

For products shipped internationally, please note that:

Manufacturer service options are possibly not available in the destination;
The goods and accompanying materials may not be designed in accordance with specifications, standards, and labeling requirements in the destination;
Manufacturer warranties may not be valid;
Product manuals, instructions and safety warnings might not be provided in the destination language;
The goods might not comply to the voltage and other electrical standards of the destination and may need the use of a converter or adapter.

7. Privacy

OX Promo may provide specific shipment, product, and order information to the Designated Carrier, which may share this information with customs, tax authorities and postal. International shipments are subject to opening and inspection by customs and/or postal authorities. Please also review our Privacy Notice to understand how OX Promo will collect and process your personal information.

About Customs, Duties & Taxes

When ordering from OX Promo, you are responsible for ensuring the product can be legally imported to the destination.

Recipients of international shipments may be subject to Import Tax and Fees, levied by the customs office of your shipping destination. Import Taxes and Fees differ according to the customs regulations of the destination country. Constituents that play a role in Import Tax and Fees calculations are:

Shipping costs and package weight.
Customs clearance channel.
Product category and price.
Import taxes based on custom duty amounts.

Customs policies differ widely, and some countries do not charge Import Tax and Fees for shipments that fall below a minimum value. Contact the customs office of the destination country for more information.

To simplify the customs clearance process on goods shipped by OX Promo, you consent to Designated Carriers to pay Import Tax and fees on your behalf to the relevant Customs authorities.

Import Regulations

The recipient is the importer of record and must adhere with all relevant laws and regulations of the destination country. Customs delays can affect original delivery estimates.

Customs Regulations

Customs offices in certain regions or countries require the importer of record to produce some form of identification before releasing a shipment, such as a Tax ID, Passport, etc.

International Returns

You may return goods sold by OX Promo within 30 days of receipt of delivery, upon which you will receive a 90% refund guarantee.

International Return Methods

Step 1: Notify OX Promo via email about the specific product (s) you would like to return, e.g. “10 g Gold Krugerrand Coin or Portable Vacuum cleaner etc.” In your email send your proof of purchase such as invoice which you can find under My Orders and let us know your location so we may contact the Designated Carrier.

Step 2: Wait for a confirmation email from OX Promo that will approve the return of the goods that you initially ordered or collected.

Step 3: Notify the Designated Carrier that OX Promo works with delivery companies such as DHL Express, UPS Express etc. of the goods you would like to return.

About DHL Express Pickup

When you choose this pickup option in Your Orders, wait first to receive a confirmation email with return instructions. 30 minutes after creating your return as specified according to the international returns procedure mentioned above, visit My DHL to schedule your preferred date, place and time.

To schedule your collection over the phone, go to DHL for a list of country-specific phone numbers.

About return Labels Provided at Your Own Expense

If your return postage surpasses the value of the automatic refund issued by OX Promo, contact Customer Service to request a refund of the outstanding postage cost. In the instance of you returning a damaged, incorrect or defective item, OX Promo will refund the full postage cost and the Import Fees Deposit when the returned item is processed.

Returns to Third-Party Sellers

When you order from a third-party seller that sells and ships their own inventory, your return is sent back to the seller instead of OX Promo.

Get return instructions

The seller will provide one of these return methods:

A return address in the United Arab Emirates or in the Republic of South Africa.
A full refund without returning the item.
A prepaid return label.

Package your return

To pack your item for safe return to the seller:

Use the original packaging or a similar sized box.
Remove all personal information, passcodes and passwords from electronic devices. For information on how to go about this, read the manufacturer’s website or contact the manufacturer for support.

Ship your return

To return the product to the seller:

Make use of the shipping label provided by the seller.
Use a signature service and insure the shipment.

We are not able to cover you if:

The package does not arrive with the seller, and you did not utilize a trackable method to return it, or
You declined to have the shipment delivered to you with the aim of returning it to the sender.

Track your refund

The seller will process your refund after receiving the return, this usually occurs within 3 – 5 business days. You will then receive a notification of your return and refund details. Take note that Outbound shipping charges are not always refunded upon return.

Understanding refund delays

Refunds can be delayed if:

You use an untraceable shipping method.
The seller receives a different item than ordered.
Your return is in transit longer than the estimated period of delivery.
A product that was sold as new, is returned with signs of use or damage.

Extra-large or heavy items

A package is regarded as extra-large or heavy if it:

Weighs more than 150 pounds.
It is over 108 inches long.
If it surpasses a total of 165 inches in length and girth [(2 x width) + (2 x height)].

For extra-large products, you will receive either:

A prepaid label from the seller.
A postage-due label (you pay for shipping).

What to do next

If you require assistance after returning a product to a third-party seller:

1. You can contact the seller.

2. If the third-party seller does not respond within 48 hours, you may request a Guaranteed refund if:

You returned a product of OX Promo and it is in line with the Return Policy, however you have not received the expected refund.
The seller does not offer you an approved return method within 2 - 5 days working days of you asking to return a defective, damaged or not as described item.

Global Shipping Rates

The cost to ship products from each product category differs by product, shipment, and shipping options.

OX Promo works closely with its carriers to provide a competitive shipping experience for our customers. Precise shipping charges are calculated at the time of checkout based on the exact number of products, product types, weight, and volume of all the products in the cart.

The total shipping cost is calculated by adding a base “Per Shipment” cost and multiple “Per Product” costs. The “Per Product” cost depends on the product, and is based on the quantity of products, the volume, or weight (dimensional weight) of each package.

The following table below illustrates the base “Per Shipment” rate used as a minimum for shipping. Rates increase, or vary, from the base rate depending on the products in the cart.

Region Standard Shipping Expedited Shipping Priority Courier

Per shipment Per shipment Shipping Per shipment

Asia Starting from $5.99 Starting from $10.99 Starting from $13.99

Australia Starting from $4.99 n/a Starting from $14.99

Canada Starting from $6.99 n/a Starting from $13.99

Carribean Starting from $6.99 Starting from $13.99 Starting from $39.99

Central Starting from $9.99 Starting from $10.99 Starting from $18.99 America

Chile Starting from $12.99 n/a Starting from $22.99

China Starting from $8.99 n/a Starting from $12.99

Colombia Starting from $8.99 n/a Starting from $13.99

Europe Starting from $9.99 n/a Starting from $11.99

Hong Kong Starting from $4.99 n/a Starting from $24.99

Israel Starting from $10.99 n/a Starting from $17.99

Japan Starting from $2.99 Starting from $8.99 Starting from $18.99

Mexico Starting from $6.99 n/a Starting from $16.99

New Zealand Starting from $6.99 n/a Starting from $14.99

Northern Africa Starting from $4.99 Starting from $18.99 Starting from $39.99

and the Middle

East

Oceania Starting from $9.99 n/a Starting from $20.99

Republic of n/a Starting from $6.99 Starting from $10.99

Korea

South America Starting from $10.99 Starting from $12.99 Starting from $15.99

Russia Starting from $9.99 Starting from $14.99 Starting from $22.99

United Starting from $5.99 n/a Starting from $9.99

Kingdom

Determine Shipping Rates & Times

Shipping rates and times depend on the shipping speed and the size or weight of the products.

To determine the precise shipping time and rate for the products in your cart:

1. Select Proceed to checkout.

2. Select a shipping speed and select Continue.

3. Select or add your shipping address.

4. Select a payment method and select Continue.

The total shipping and handling cost, including the estimated date of delivery, is listed under Order Summary.

Global Shipping Times

The time to ship products from each product category depends on the shipping option and the product availability.

When shipping internationally, there are different delivery speed options available during checkout, mainly Standard, Expedited, and Priority. The table below displays the different speeds when selecting between Priority or Standard Shipping at checkout. Expedited (if available) ships faster than Standard, but slower than Priority.

Region Standard Shipping Priority Shipping

(business days) (business days)

Asia As fast as 10 days As fast as 7 days

Australia As fast as 25 days As fast as 14 days

Canada As fast as 22 days As fast as 12 days

Carribean As fast as 20 days As fast as 10 days

Central America As fast as 21 days As fast as 11 days

Chile As fast as 24 days As fast as 13 days

China As fast as 19 days As fast as 9 days

Colombia As fast as 18 days As fast as 8 days

Europe As fast as 9 days As fast as 4 days

Hong Kong As fast as 19 days As fast as 9 days

Israel As fast as 8 days As fast as 5 days

Japan As fast as 28 days As fast as 19 days

Mexico As fast as 22 days As fast as 13 days

New Zealand As fast as 31 days As fast as 20 days

Northern Africa and As fast as 5 days As fast as 3 days

the Middle East

Oceania As fast as 29 days As fast as 18 days

Republic of Korea As fast as 27 days As fast as 17 days

Russia As fast as 14 days As fast as 9 days

South America As fast as 19 days As fast as 11 days

United Kingdom As fast as 10 days As fast as 6 days

Note: Not all orders qualify for Priority Shipping.