Orders

Orders - FAQs

  1. Why can I not access my account even though my password is correct?

    Whenever a password is changed or updated the system should save the new password quickly so that you are able to access your account. If you are unable to access the account please click “Forgot Your Password” at the login. If this still does not work, please contact us.

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  2. I live in Canada, why won't my order go through?

    You will need to go to the Canadian website to make your purchase. Please use this link: Click here.

    Vous êtes Canadien français ? Nous avons tout prévu pour vous ! Magasinez sur notre site en français ici.

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  3. I just placed my order, can I add another item?

    No, unfortunately please place another order for the other item. 

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  4. Can I change the shipping address after placing the order?

    Unfortunately, we are not able to change an address after an order has been sent to our warehouse for processing or once it ships. 

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  5. Why is there a charge on my credit card for a pre-order item?

    Anytime an order is placed the funds are captured at checkout.

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  6. Do you sell reconditioned products?

    Yes, in the United States only. Please check back often as we replenish the inventory. Visit the OM SYSTEM Outlet.

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  7. How do I go about returning an item? When will I get refund for returned product? (expected turnaround time)

    Once something is received back into our warehouse for a credit, please allow up to an additional 35 business days (from the date it is received) before you will see the credit back to your card. We cannot offer exchanges due to changes in item availability. Please return your item and place a new order.

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  8. Who pays for the shipping back?

    It is the customer’s responsibility to pay for the shipping back to our warehouse. We do not offer free returns. If you feel your reason for return is outside of our normal policy, please contact us.

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  9. I received my order but no invoice was provided in the box?

    If you need an invoice for your order you can go to My Account -> Account Dashboard -> My Orders and find the order you require a copy of the invoice. Click on View Order -> Invoices -> Print Order. In some cases, if we made changes to your order after it was placed online, we need to generate an invoice for you as those changes are not updated to the website. In these cases, email us with your order number and let us know you would like an invoice.

     
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  10. If I Order for next day (or two day) when will it ship out or why was it not shipped out in time?

    All new items ship from our warehouse in Pennsylvania.  2 Day Air orders do require 1-2 additional business days to process.

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  11. Where is item shipping from? How long will it take for ground shipping to be delivered to ship to me?

    All new items ship from our warehouse in Pennsylvania.  Ground shipping normally takes 5-7 business days depending on your location.  Note, most orders do require 1-2 additional business days to process. 

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  12. When will I receive my order?

    Shipping time commences on the business day after your payment is approved and overall, it may take up to 7 to 14 days (for non-metro areas) for you to receive your order.

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  13. Do you deliver internationally?

    No, currently the OM System Store delivers to United States addresses.

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  14. Why am I being charged tax? (for tax exempt and non tax exempt customers)

    Prices quoted on the website do not include taxes. Tax will be determined at checkout based on the shipping address. For all orders placed in the United States, we must charge sales tax in all states where sales tax is applicable. If you are Tax Exempt, OM SYSTEM accepts tax exempt orders submitted from all organizations with a valid Tax Exempt certificate. Please request tax exemption BEFORE placing your order.  To place a tax-exempt order, please follow these steps:

    • Create an account on explore.omsystem.com
    • Once your account is set up, email our customer service team at [email protected] with your tax-exempt certificate.
    • Our tax department will review your certificate for validation.
    • Once approved, our customer service team will notify you, and your account will be updated to reflect tax-exempt status.
    • After approval, log in to your account and place your order—tax will be automatically removed at checkout.
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