You may return most new, UNOPENED items within 5 days of delivery for a full refund. We'll also pay the return shipping costs IF the return is a result of our error (you received an incorrect or defective item, etc.) AND you used an account on Oyivo Exchange (not a guest checkout) at the time of purchase. This policy excludes all food and digital products (including those sold on physical disks from this site), NONE of which are returnable once shipped.
Some of our products are frozen or refrigerated products and are shipped with ice packs. We ship products with sufficient ice packs to enable delivery within the time frame indicated by the shipping service. We CANNOT provide enough ice packs to preserve a product indefinitely. Customers are responsible for receiving the product in a timely manner (first delivery attempt) and to refrigerate or freeze the product thereafter. We are not responsible for food spoilage due to delayed acceptance by customers.
To return products, you need to contact Oyivo Exchange by logging into your account and sending us an message indicating the reason and basis for the return. A Return Merchandise Authorizaton (RMA) shall be issued if we find the request falls within our return policy. The RMA is what shall enable you to effect the return. Returning a product without a valid RMA shall engender no action from our order fulfillment staff.
You should expect to receive your refund within four weeks of giving your package to the return shipper, however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 to 10 business days), the time it takes us to process your return once we receive it (3 to 5 business days), and the time it takes your bank to process our refund request (5 to 10 business days).
If you need to return an item, simply login to your account, view the order using the "Complete Orders" link under the My Account menu and click the Return Item(s) button. We'll notify you via e-mail of your refund once we've received and processed the returned item.
We can ship to virtually any address in the world. Note that there are restrictions on some products, and some products cannot be shipped to international destinations.
Most frozen foods HAVE to be shipped by expedited service to ensure they are still fresh on delivery. Customers are advised to follow the shipping advisory for each product when ordering. Oyivo Exchange is NOT liable for product spoilage or defects arising from the selection of inappropriate shipping options. We shall endeavor to advise customers of the best options for shipping but the customer is responsible for shipping costs and receiving and storing the products in a timely manner.
When you place an order, we will estimate shipping and delivery dates for you based on the availability of your items and the shipping options you choose. Depending on the shipping provider you choose, shipping date estimates may appear on the shipping quotes page.
Please also note that the shipping rates for many items we sell are weight-based. The weight of any such item can be found on its detail page. To reflect the policies of the shipping companies we use, all weights will be rounded up to the next full pound.