The honest truth is, we don’t know. Part of encouraging maximum safety for everyone means things slow down—including our ability to obtain everything we need to make oVertone products. We’re working hard to prevent products from going out of stock in a few different ways:
We believe self-expression is important, especially now! Please trust that we are committed to getting every shade back in stock—it will just take time.
All orders placed after 4/9 come with free Route visual tracking, so you can keep track of its progress through email or the Route App. You can also purchase premium shipping insurance at checkout through Route+ if you’re concerned about your package being stolen.
How fast your package will get to you depends on where you are, shipping method chosen, and product availability.
Some clients have changed locations with the precautions taken around COVID-19. If you need to make any adjustments to your order, such as your address or cancel your order, you can make these changes yourself within 12 hours of placing your order by creating or logging into your account. After those 12 hours, there is no ability to change your order, even from our end.
If you have an order on hold because it includes a backordered item, you will be receiving an email from us.
Our Client Services Team wants to answer every question from every client, and is working diligently to prioritize and answer questions based on urgency across all platforms. Our Arizona-based team, who answer questions Monday through Friday from 9am-5pm AZ time, is working hard to prioritize the most urgent requests so they can be answered as quickly as possible.
Our Client Services team is trained on both social media and email responses, and are working as quickly to deliver quality and complete answers to everyone who has one.
We are beyond grateful for your patience as we seek new solutions in an ever-changing situation to get everyone the answers they need.
Thank you for helping us and our in-person workforces—from our production teams and suppliers to our local postal workers—by being patient and being accepting of these new timelines. All of our actions during this crisis, especially with your support, are geared toward providing safe conditions for our community members who are unable to stay at home.