FAQ
1-CUSTOMER SUPPORT
2-ODEUS AND YOUR ORDER
3-INTERNATIONAL ORDERS
4-RETURNS & REFUNDS
5-WARRANTIES
1-ODEUS CUSTOMER SUPPORT
How Can I reach someone at Odeus?
ODEUS SKATE PO BOX 55066 Portland, OR 97238-5066Phone: 503-915-3729
Email: email us
Odeus is only staffed by two employees. Due to skate tours, business meetings, school, atheist outreach meetings and sales trips we may not be in the office when you call, fax, write, or email. Leave a message, send an email, or write us. We promise to respond in a timely manner.
Returns & Refunds
See Returns & Refunds Policy of FAQ
Change Your Order
See Returns & Refunds Policy of FAQ.
Shipping
Please contact us with any inquiries regarding your shipment, shipping cost, estimated delivery times, etc. We have tried to offer as many shipping options as possible to you. Keep in mind that if you have been issued a tracking number via email you can track it at www.fedex.com or www.usps.com or www.ups.com
2-ODEUS AND YOUR ORDER
A-Payment
What forms of payment are accepted?
Credit Cards: Master Card, Visa, Discover Card, American Express, JCB International
Other: PayPal
How do I make an order using a credit card?
Select the item you wish to purchase. Select the color and size you want, and click “Add To Cart.”
The shopping cart on the top left side of your screen will be updated with the contents of your cart. Every item that you add to your cart will be reflected in your shopping cart. If you wish to change what’s in your shopping cart, you can click the “view cart” button. In this area you can remove any unwanted items.
When you are ready to make a purchase, please click the “Checkout” button.
There are 3 Steps to Checking out:
Step #1:
Log in with your username and password. If you do not have a username and password, you can create one. If you do not wish to create an account, then you can choose an express option.
Step #2:
Enter your name and shipping address, pick the shipping method, and enter any promo codes or gift certificates.
Step #3:
Review your order, total due, provide your payment information and provide your billing address. Make sure your billing address matches your credit card billing address. Click ORDER NOW and you are done. You will receive a confirmation email in a few moments with all the information on the confirmation page.
I think I was charged twice, what should I do?
When an order is placed, our system will automatically authorize your card credit or paypal account for the amount of your purchase. Sometimes, if there are any technical hiccups in the ordering process (perhaps you entered your billing address wrong and had to re-submit it), our system will authorize your card more than once. These authorizations are only “Pending” charges and will not be debited by from your account. Expect these “Pending” charges to drop off your bill within 2-3 business days.
If you still see charges un-accounted charges on your credit card statement after 2-3 business days, please contact your bank, and let us know if you need our help to release those funds.
Question on a charge?
If you see a charge from www.odeus.com or Odeus Skate® LLC on your bank statement and do not remember placing an order online for clothing, accessories or any of the products that we offer, please contact us and we will gladly assist you.
B-Order Questions
Can I pre-order a product before it arrives into stock?
No, unfortunately Odeus does not have a pre-ordering system in place. Please contact email us for release dates of products or check our news section.
How long will it take for my order to be shipped?
Your order should be shipped from our warehouse by the second business day after you placed your order. You should receive your package about 7 to 10 business days after that (unless it is an international shipment). You can check on your order status at any time by signing into your Odeus account. Please contact customer service if you are unable to see your order status.
How can I check on the status of my order?
To review your order status, click on the “My Account” button located on the side navigation. Enter your username and password (if you don’t have one, please contact customer service with your Invoice ID#).
Will I receive order confirmation?
After you place your order, you will receive an email “receipt” confirming your order with Odeus. If you don’t receive confirmation of your order within 48 hours of placing your order, please contact customer service.
Why was my order canceled?
You may have made a duplicate order. When this happens we cancel one of the orders to make sure that you were not charged twice. You may have failed to respond, in a timely fashion, to an important email. Often these emails relate to verifying your information, or completing payment. There may have also been a problem with your method of payment. If you have any questions about your canceled order, please contact us with your Name & Transaction ID#.
I need to make a change to my order before it ships!
If you find that a mistake was made at any point during the order process and that a change must be made, please contact customer service immediately after placing the order. However, changes to an order are not guaranteed due to our auto-approval process, and an order cannot be changed once it is processed at our warehouse, so please be mindful of the color, size and other specifications of the item while placing the order. Please feel free to get in touch with our customer service team if you have questions or concerns at any time during the ordering process and one of our representatives would be happy to assist you. For the best possible service please contact us. Please give us the following information: 1. Your Invoice ID 2. The exact details of how you would like to change your order should be emailed. Once your order has been processed by our warehouse we can no longer cancel or make any changes to your order.
3-INTERNATIONAL ODEUS
Does Odeus ship internationally?
-Yes—but it does not qualify for free shipping!
-All our international orders are shipped via UPS, FEDEX or USPS.
-Your shipping charge will vary based on weight and country of destination.
-For a price estimate or tracking, please visit: www.fedex.com or www.usps.com or www.ups.com
-Please allow 2-3 weeks for delivery.
Your package will be subject to customs/duties charges. UPS, USPS, and Odeus are not responsible for customs/duties charges. These costs are determined by your local customs office. Odeus cannot determine the cost of these charges in advance. Odeus tries to minimize these charges by listing the ‘wholesale’ cost of your package on the commercial invoice rather than the retail value. This provides the customs agents with a true, legal value, while minimizing your costs. We cannot mark International orders as a “gift” in order to bypass or reduce any customs fees – this is an illegal practice and as an established business we will not do this. For more information on customs and duties charges, please contact your local customs office.
How much will my shipping costs be?
-Your shipping charge will vary depending on the weight and destination of your package.
-APO and FPO addresses will be charged an additional $12 shipping fee. This is to assist the customer in tracking their package and to avoid a lost package. Those addresses can only receive USPS packages. It will take approximately 4 weeks.
-If you wish to check your shipping charges before you make a purchase; add items to your cart and click the “check out” button. Your total merchandise & shipping charges will be calculated before you charge your credit card.
-Your package will be shipped by FEDEX or UPS or USPS. For a price estimate and tracking information please visit their website: www.fedex.com or www.usps.com or www.ups.com
Orders to Canada
-All Canadian orders are considered international orders are shipped via FEDEX, UPS or USPS.
-Please allow 5-14 days for delivery depending on shipping option.
-Your package will be subject to customs/duties charges. FEDEX, UPS, USPS and Odeus are not responsible for customs/duties charges. These costs are determined by your local customs office. Odeus cannot determine the cost of these charges in advance.
-Customs, Duties, and additional Taxes: Canadian customs sets taxes, duties and brokerage fees on commercial goods shipped to The Great White North. These fees will be determined at the border. GST (Goods & Services Tax) and PST (Provincial Sales Tax) vary based on the province to which your package is being shipped and on its value. The duty is determined by the value of the merchandise and its place of origin (think NAFTA). Goods that are totally made in the USA will be duty free! But, still subject to GST/PST.
-Odeus tries to minimize these charges by listing the ‘wholesale’ cost of your package on the commercial invoice rather than the retail value. This provides the customs agents with a true, legal value, while minimizing your costs.
We cannot mark International orders as a “gift” in order to bypass or reduce any customs fees – this is an illegal practice and as an established business we will not do this.
You can get additional info by visiting www.ccra-adrc.gc.ca (Canada Customs and Revenue Agency) or www.cbsa-asfc.gc.ca (your friendly Border Services Agency), or by calling Toll Free (from within Canada) 1-800-461-9999, or, if outside of Canada, 1-204-983-3500 or 1-506-636-5064 (long distance charges apply).
Does Odeus drop ship?
At this time, Odeus can only drop ship to retail store owners.
Can I rush my order?
Yes, but Expedited Shipping will cost you. Expedited Shipping is NOT available to: PO Boxes and APO Boxes.
What countries does Odeus ship to?
AMERICAN SAMOA
ANDORRA
ANGUILLA
ANTIGUA & BARBUDA
ARGENTINA
ARUBA
AUSTRALIA
AUSTRIA
BAHAMAS
BAHRAIN
BARBADOS
BELGIUM
BERMUDA
BONAIRE
BRAZIL
BRITISH VIRGIN ISLES
BRUNEI
CANADA
CANARY ISLANDS
CAYMAN ISLANDS
CHANNEL ISLANDS
CHILE
CURACAO
DENMARK
ENGLAND
FIJI
FINLAND
FRANCE
GERMANY
GIBRALTAR
GREECE
GREENLAND
GRENADA
HOLLAND
HONG KONG
ICELAND
ITALY
JAPAN
KUWAIT
LIECHTENSTEIN
LUXEMBOURG
MALTA
MARSHALL ISLANDS
MARTINIQUE
MEXICO
MONACO
MONTSERRAT
NETHERLANDS
NETHERLANDS ANTILLES
NEW ZEALAND
NORTHERN IRELAND
NORWAY
PORTUGAL
QATAR
REPUBLIC OF IRELAND
SAN MARINO
SAUDI ARABIA
SCOTLAND
SINGAPORE
SPAIN
ST.VINCENT/GRENADINE
ST. BARTHELEMY
ST. CHRISTOPHER
ST. CROIX
ST. EUSTATIUS
ST. JOHN
ST. KITTS & NEVIS
ST. LUCIA
ST. MAARTEN
ST. MARTIN
ST. THOMAS
SWEDEN
SWITZERLAND
TAIWAN
TORTOLA
TRINIDAD & TOBAGO
TURKS & CAICOS ISLANDS
UNITED ARAB EMIRATES
UNITED KINGDOM
UNITED STATES
US VIRGIN ISLANDS
VATICAN CITY STATE
VIRGIN GORDA
WALES
4-ODEUS RETURNS & REFUNDS
How do I make a Return or Exchange?
To make a return or an exchange with Odeus, you must create a Return Authorization Form. You can do that by clicking on the link below and printing out the appropriate boxes. This must be returned within 20 days of receipt. Packages received without a Return Authorization Form will NOT be accepted. If you have any trouble creating your Return Authorization Number, please contact customer service.
return-authorization-form
I received a damaged item or the wrong item, what should I do?
We apologize if you have received any damaged items with your order. We understand this is a huge disappointment. Your order leaves our hands in the best condition possible but once the shipper takes it we are not responsible for its care. But we can exchange any items that were mistakenly sent to you. Please create a Return Authorization Form and send those items back to us. You can fax it, scan it and email it, or send it by snail mail. Make sure to request an exchange so that we can get you the items you wanted in the first place. Please contact Odeus Customer Service if you have any other questions about this.
General Return Info
Absolutely No Returns or Exchanges on the Following:
-Any broken, scratched, used, torn, ripped item.
-Close Out Items (this is clearly indicated on the product page).
-Any item missing original packaging.
-Any item that has been used in such a manner as to prevent us from reselling it as a new item. For example: scuffs on skate decks or apparel that has been stained or washed.
-Odeus reserves the right to charge a 25% or higher restocking fee on any item in violation of these policies.
-Returns must be shipped back to us within 20 days from the day you physically receive the order in the mail.
No refunds are available for sale items – only exchange or store credit.
-Return shipping charges are the responsibility of the customer unless a mistake was made by Odeus. Shipping & handling is not refundable for Returns.
-We are not responsible for items we do not receive. Therefore, we suggest that you use a traceable and/or insured shipping method.
-Gift Certificates are not refundable.
When I request an exchange, will the item be held for me?
No, unfortunately our system does not recognize the exchange requests as real orders until they are processed and completed by a customer service representative.
If you are concerned that the item requested will be out of stock before your exchange can be processed, then please contact customer service to have a representative hold the item for you.
How can I check my return status?
You will be emailed when your returned item arrives to our warehouse. We will notify you again (within 5 business days) when your return or exchange has been completed. Please contact Customer Service for further information about your return.
5-WARRANTIES
General
All products sold by Odeus are warranted against defects in material or workmanship for sixty days from the purchase date.
Proof of purchase or shipment date is required to validate the warranty period. The warranty becomes void if the product is modified, improperly used, damaged by accident or neglect, or if any parts are improperly installed or replaced by the user
We test and inspect all items before we send them to you. They are in the best condition possible when we box them for you. That said, we make mistakes and want to make sure you are satisfied with your product. Read the following sections to know when your product is covered and when it is not.
Decks
We Got It
Upon opening the product, report the following: structural cracks on deck top sheet, base, core, edge, or sidewall; lamination failure; core expansion; and improperly aligned truck mounting pattern.
No Way in Hell
Once a skateboard is used, the deck is no longer covered by our warranty. This means any kind of use once you remove it from the cellophane plastic seal to include wall hanging.
Apparel
We Got It
Upon opening the product, report the following: defective sewing, zippers, attachment hardware, broken drawstrings or cords.
No Way in Hell
Rips, tears, burns, stains, smells, fuzz, color bleeding, shrinking, improper washing technique, wrong detergent use, and fading.
Disclaimer of Warranties
The warranties provided above are the only warranties applicable. Odeus makes no other warranties, express or implied, in connection with any product purchased from us including warranties of merchantability or fitness for a particular purpose. In addition, Odeus shall not be responsible for any consequential or indirect loss or damages incurred in connection with the use of any product purchased from us.
ODEUS SKATE PO BOX 55066 Portland, OR 97238-5066If you have any questions or suggestions regarding our FAQ, please contact us.
Phone: 503-915-3729
Email: email us