Shipping Information

Shipping Information

Shipping Information

WHAT IS THE SHIPPING COST

The price depends on the weight of product, the origin, the destination, the shipping method and warehouses, and other considerations. Detailed pricing information is visible when placing an order.
Choose the correct destination and warehouse, then select the shipping method, to obtain an accurate shipping cost.

INTERNATIONAL CUSTOMS AND DUTY CHARGES

International orders MAY be subject to local charges.

Customs policies vary widely, with customs or import duties being charged once the order reaches its destination country.

Because of this, OPENMR unfortunately cannot be held responsible for any additional charges. Please be aware of any additional fees your local customs office may charge before placing your order, as we cannot mark your International Orders as a gift to bypass customs.

If you are looking to minimize import costs we suggest choosing the slower standard shipping method. DHL fees may also be applicable for express shipments.

RETURNS

If your package is being returned to us because you gave us an incorrect address, we will issue you a refund minus the shipping and any other related costs incurred in the process of the package being returned to us.

Please note, if your package is returned to us because the customs bill was not paid or your package was not collected, we will not be able to issue a refund.

INTERNATIONAL SHIPPING

We offer two shipping methods are offered, Standard and Express.

Standard Shipping:

Estimated delivery times*:

*Delivery times are currently longer – orders shipped by standard service will encounter an additional 14 – 28 business days or more in transit. While tracking is available, real-time updates are not provided.

United States: 7 – 14 days

Europe: 14 – 21 days

Australia: 10 – 14 days

Asia: 7 – 10 days

Canada: 14 – 21 days

Rest of the world: 14 – 31 days

Express Shipping:

Estimated delivery times*:

Australia and New Zealand: 10 – 14 days

Rest of the world: 4 – 6 days

*The actual delivery time is subject to change without notice.

TRACKING

Once your order has been processed & sent, you will receive an automated email with a link to a tracking page. It is not necessary to create an account to view tracking information, this will always be sent by email.

If the tracking page is not loading, please allow 24 hours for the information to update before contacting out customer service team. For standard mail shipments further tracking information may be available on the destination countries local postal service website.

For example, if ordering to Australia, once the package has passed through customs you will find more detailed tracking updates on the Australia Post website.

WHAT IS THE SHIPPING COST

The price depends on the weight of product, the origin, the destination, the shipping method and warehouses, and other considerations. Detailed pricing information is visible when placing an order.
Choose the correct destination and warehouse, then select the shipping method, to obtain an accurate shipping cost.

INTERNATIONAL CUSTOMS AND DUTY CHARGES

International orders MAY be subject to local charges.

Customs policies vary widely, with customs or import duties being charged once the order reaches its destination country.

Because of this, OPENMR unfortunately cannot be held responsible for any additional charges. Please be aware of any additional fees your local customs office may charge before placing your order, as we cannot mark your International Orders as a gift to bypass customs.

If you are looking to minimize import costs we suggest choosing the slower standard shipping method. DHL fees may also be applicable for express shipments.

RETURNS

If your package is being returned to us because you gave us an incorrect address, we will issue you a refund minus the shipping and any other related costs incurred in the process of the package being returned to us.

Please note, if your package is returned to us because the customs bill was not paid or your package was not collected, we will not be able to issue a refund.

INTERNATIONAL SHIPPING

We offer two shipping methods are offered, Standard and Express.

Standard Shipping:

Estimated delivery times*:

*Delivery times are currently longer – orders shipped by standard service will encounter an additional 14 – 28 business days or more in transit. While tracking is available, real-time updates are not provided.

United States: 7 – 14 days

Europe: 14 – 21 days

Australia: 10 – 14 days

Asia: 7 – 10 days

Canada: 14 – 21 days

Rest of the world: 14 – 31 days

Express Shipping:

Estimated delivery times*:

Australia and New Zealand: 10 – 14 days

Rest of the world: 4 – 6 days

*The actual delivery time is subject to change without notice.

TRACKING

Once your order has been processed & sent, you will receive an automated email with a link to a tracking page. It is not necessary to create an account to view tracking information, this will always be sent by email.


If the tracking page is not loading, please allow 24 hours for the information to update before contacting out customer service team. For standard mail shipments further tracking information may be available on the destination countries local postal service website.


For example, if ordering to Australia, once the package has passed through customs you will find more detailed tracking updates on the Australia Post website.

WHAT IS THE SHIPPING COST

The price depends on the weight of product, the origin, the destination, the shipping method and warehouses, and other considerations. Detailed pricing information is visible when placing an order.
Choose the correct destination and warehouse, then select the shipping method, to obtain an accurate shipping cost.

INTERNATIONAL CUSTOMS AND DUTY CHARGES

International orders MAY be subject to local charges.

Customs policies vary widely, with customs or import duties being charged once the order reaches its destination country.

Because of this, OPENMR unfortunately cannot be held responsible for any additional charges. Please be aware of any additional fees your local customs office may charge before placing your order, as we cannot mark your International Orders as a gift to bypass customs.

If you are looking to minimize import costs we suggest choosing the slower standard shipping method. DHL fees may also be applicable for express shipments.

RETURNS

If your package is being returned to us because you gave us an incorrect address, we will issue you a refund minus the shipping and any other related costs incurred in the process of the package being returned to us.

Please note, if your package is returned to us because the customs bill was not paid or your package was not collected, we will not be able to issue a refund.

INTERNATIONAL SHIPPING

We offer two shipping methods are offered, Standard and Express.

Standard Shipping:

Estimated delivery times*:

*Delivery times are currently longer – orders shipped by standard service will encounter an additional 14 – 28 business days or more in transit. While tracking is available, real-time updates are not provided.

United States: 7 – 14 days

Europe: 14 – 21 days

Australia: 10 – 14 days

Asia: 7 – 10 days

Canada: 14 – 21 days

Rest of the world: 14 – 31 days

Express Shipping:

Estimated delivery times*:

Australia and New Zealand: 10 – 14 days

Rest of the world: 4 – 6 days

*The actual delivery time is subject to change without notice.

TRACKING

Once your order has been processed & sent, you will receive an automated email with a link to a tracking page. It is not necessary to create an account to view tracking information, this will always be sent by email.

If the tracking page is not loading, please allow 24 hours for the information to update before contacting out customer service team. For standard mail shipments further tracking information may be available on the destination countries local postal service website.

For example, if ordering to Australia, once the package has passed through customs you will find more detailed tracking updates on the Australia Post website.

WHAT IS THE SHIPPING COST

The price depends on the weight of product, the origin, the destination, the shipping method and warehouses, and other considerations. Detailed pricing information is visible when placing an order.
Choose the correct destination and warehouse, then select the shipping method, to obtain an accurate shipping cost.

INTERNATIONAL CUSTOMS AND DUTY CHARGES

International orders MAY be subject to local charges.

Customs policies vary widely, with customs or import duties being charged once the order reaches its destination country.

Because of this, OPENMR unfortunately cannot be held responsible for any additional charges. Please be aware of any additional fees your local customs office may charge before placing your order, as we cannot mark your International Orders as a gift to bypass customs.

If you are looking to minimize import costs we suggest choosing the slower standard shipping method. DHL fees may also be applicable for express shipments.

RETURNS

If your package is being returned to us because you gave us an incorrect address, we will issue you a refund minus the shipping and any other related costs incurred in the process of the package being returned to us.

Please note, if your package is returned to us because the customs bill was not paid or your package was not collected, we will not be able to issue a refund.

INTERNATIONAL SHIPPING

We offer two shipping methods are offered, Standard and Express.

Standard Shipping:

Estimated delivery times*:

*Delivery times are currently longer – orders shipped by standard service will encounter an additional 14 – 28 business days or more in transit. While tracking is available, real-time updates are not provided.

United States: 7 – 14 days

Europe: 14 – 21 days

Australia: 10 – 14 days

Asia: 7 – 10 days

Canada: 14 – 21 days

Rest of the world: 14 – 31 days

Express Shipping:

Estimated delivery times*:

Australia and New Zealand: 10 – 14 days

Rest of the world: 4 – 6 days

*The actual delivery time is subject to change without notice.

TRACKING

Once your order has been processed & sent, you will receive an automated email with a link to a tracking page. It is not necessary to create an account to view tracking information, this will always be sent by email.

If the tracking page is not loading, please allow 24 hours for the information to update before contacting out customer service team. For standard mail shipments further tracking information may be available on the destination countries local postal service website.

For example, if ordering to Australia, once the package has passed through customs you will find more detailed tracking updates on the Australia Post website.

Returns & Warranty

7 Day Dead on Arrival (DOA) Guarantee

If your item arrives damaged or is not working, please follow the warranty process and contact us through email: support@openmr.com within 7 days of the order being received. After returning the product to the address provided by our support team, we can send you a new item free of charge (we will reimburse you the return shipping cost), or you can choose to receive a full refund. Enjoy total peace of mind: every single purchase is 100% risk-free each time you shop at OpenMR.

45 Day Money Back Guarantee

For most items, in the unlikely situation that your product is faulty, you can send it back for a refund or item exchange within 45 days of receiving it. Return shipping reimbursement is not available in this situation.

One Year Repair Warranty

Unless otherwise noted on the product page, the default product warranty period is one year starting from the date you receive the goods, during which you are eligible for free repair. Any free repair needs to be confirmed with the manufacturer via Customer Service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer. If the buyer has damaged/misused the item(s), it will not be eligible for free repair, however customers can return it at their own cost and pay a fee for the repair. Return shipping fees will be the customers responsibility in such cases.

Warranty Exemptions 

1. Natural product degradation through wear and tear, along with breakage/damage during use, is solely the customer's responsibility and is not covered by our warranties. 

2. If the customer has damaged/misused the item(s), the product's warranty is immediately rendered void. No compensation is available in such cases. However, customers are welcome to contact us to purchase a replacement or spare parts (if applicable). We will charge the original value of the components and a shipping fee to dispatch them.

The customer voids the warranty if they:

- Disassemble the product in an attempt to fix the device

- Modify, remove, customize, or swap parts of the product

- Use the device in a way that it is not originally intended for

- Continue to use the item once a fault occurs and causes more damage

3. All returns must first be authorized by OpenMR's Support Team prior to return. Please kindly refer to the following steps in " How to a request warranty" below. For incomplete warranty requests, OpenMR reserves the right to refuse any compensation. If the customer has returned the package without prior authorization, sends to the wrong address, returns an incorrect item, or submits an empty package, then again OpenMR reserves the right to refuse any compensation.

4. All returns will be inspected by our technical team upon arrival. If the returned item cannot be repaired, OpenMR will offer an alternative solution.

Special Notes:

1. The shipping fee for returning the product back will be paid by the customer and is non-refundable except for in 7 day DOA situations.

2. During the return shipping, the customer is responsible for any and all customs charges, duties or tariffs during the items return to our warehouse. In these cases we will deduct the customs fees from your authorized refund amount.

3. OpenMR will by default resend the item to the customer via Flat Rate Shipping. If the customer wants to utilize a faster shipping method, the relevant shipping fee is applicable.

4. In case of any misuse, any and all repairs, accessories and shipping fees, both ways, are fully the customer’s responsibility and are at their own expense.

How to request warranty (return, repair and refund)

If your item has an issue, please send an email to support@openmr.comPlease carefully follow our warranty process to minimize any delays: 

1. Describe the problem with your item in detail: What happened? When? How? Please also state your full order number and product code (SKU number).

2. Tell us what steps you have already taken to resolve the issue.

3. Provide the item code indicated on the outer packaging.

4. Send a clear photo or video showing the defect(s); these should be taken under good lighting.

NOTE: Photos/videos should ideally be clear and focused, taken under good lighting conditions, and from a close to medium distance. This allows us to identify and verify the issue(s). We will always do our very best to help you. Thank you in advance for providing all the information stated above.

Missing item(s), wrong item(s) or incorrect package(s)

Please be sure to open the parcel and carefully check the items before signing for the package. 

For any issues, please carefully follow our warranty process to minimize any delays:

1. Email to us support@openmr.com with your order number and the product code (SKU number).

2. Please send us a clear picture of the outer packaging, all shipping labels visible, and (if applicable) the item received.

Possible Solutions:

- If there is an item missing, we will resend the missing item for free within the warranty period.

- If we have shipped the wrong item: we will either refund you in full or dispatch an alternative item (if applicable and available). OpenMR will decide whether you need to return the wrong product or not and compensate the return shipping fee when we receive it.

Returns and Compensation Process

If you have any after sales issues, please send email to support@openmr.com directly and they will offer you a solution according to your case. They will confirm whether you need to return the item and to which address you may return it to.

This following section describes the processing time required upon receiving your returned item.

For exchanges, the processing time for the exchanged item will be between 3-6 business days, upon receiving your returned package, and depending on stock availability.

For refunds, the processing time for us to proceed with the refund will be between 3-6 business days upon receiving your returned package. After this, the refund will depend on the payment method. Please see below for details:

- PayPal refunds may take up to 48 hours to process and appear in your account.

- Credit card refunds will take between 7-14 business days to appear in your account. This delay depends entirely on your credit card company and any intermediaries.

For repairs, it will take between 7-14 business days depending on the item and the manufacturers stock of spare parts.

OpenMR's dedicated Customer Service agents will keep you updated on the repairs process via email.deserve.

Lifetime Technical Support

Reliable, helpful and flexible, OpenMR offers fundamental technical support over the lifetime of your products. Buy with confidence and enjoy the support you deserve.