Accidentally typed your address wrong at checkout? Need to cancel your order? Want to check on the status of your shipment or track your package? You can do it all by simply creating and logging in to your oVertone account! Here’s how to start:
If you didn’t create an account at the time you placed an order, you’ll need to set one up using the same email address you entered during the checkout process. It’s easy, we promise.
Once you’ve set-up your account, log-in by entering your email and password. That’s it! Once you’re logged-in, you’ll be able to check on the status of your order, update your shipping address, or cancel your order.
Need to cancel your order? No problem. You have 2 hours from the time your order is placed to cancel it. Select the order number you’d like to cancel, click “Cancel Order,” then confirm. Once your order has been successfully canceled, your purchase will be automatically refunded.
There are a few caveats about canceling an order.
If your order status is marked “Processing”…
…you won’t be able to cancel it. This is because the order has already been dispatched to our warehouse, and is being prepared for shipment. At this point, you have a few options:
1. Contact our Client Services team at help.overtone.co to start the return process. This is the fastest way to get refunded for returning your unopened, unused product.
2. Wait for your package to arrive, write return to sender on the box, and drop it at the same carrier used for shipment (FedEx, USPS, DHL, etc.). Once our warehouse receives and processes the return, your account will be credited for the purchase amount, less original shipping costs.
Just placed an order, then realized you entered the wrong address? As long as you update it in your account within 2 hours of placing the order, your package won’t miss a beat. Just select the order number you’d like to update, then click “Edit” under the address section. Once your address is re-entered and correct, click “Update Address.” All set!
Want to follow your order on its journey to you? You can! Under “Order Status,” you will see one of five statuses, depending on where your order is in our system:
RECEIVED: We’ve received your order. You can still modify your address or cancel your order at this stage.
PROCESSING: Your order is being prepared at our warehouse. You can no longer modify or cancel your order.
FULFILLED: Your order has been shipped and it’s on it’s way to you! Tracking information will be visible on the page at this stage.
ISSUE: Our system flagged your address for some reason. If it looks correct as-is, click “Edit” and resubmit by clicking the “Update Address” button.
GET STATUS: This applies to older orders. Clicking the “Get Status” button will fetch information for the order.
Still have questions? Contact our client services team at firstname.lastname@example.org for assistance!
Ready to modify your address, cancel your order, or check the status of your package? Log-in or create your account now!