FAQ ANSWERS
Order Information
1. How can I check on my order status?
You can check the status of your order by logging into www.ups.com and inputing your order tracking number to see your delivery status for the order placed.
You can also call 866.696.6252 from 9:00 a.m. to 7:00 p.m. Eastern Time, Monday - Friday to check on your order.
You may also e-mail us at customercare@omalausa.com
2. How do I order by phone and mail?
To place a phone or mail order, please call 866.696.6252 9:00 a.m. to 7:00 p.m. Eastern Time, Monday - Friday or print and complete our
MAIL ORDER FORM.
Please mail or fax the completed form to:
Omala
105 Baltic Street
#C402
Brooklyn, New York 11201
Attn: Order Processing
Fax: 646.224.8286
3. How do I place an order?
When you see an item you like, click on "add to bag" and continue shopping until you're ready to make your purchase. We'll tell you what item(s) you've added.
Click on "view shopping bag" to confirm your choices. If you make any changes to the sizes, colors or quantities, click update to save your changes. Then click on "checkout" to finish your order or "continue shopping" to browse through more items.
4. If I order something and it doesn't fit, am I able to return it?
We want you to be happy with the products you purchase from Omala. If an item you purchase doesn't fit, simply send it back to us and we'll exchange it for free.
5. How will I know that my order was accepted?
You will receive e-mail confirmation of your order, including order number and an approximate of the total amount to be charged.
6. What methods of payment do you accept?
We accept the following methods of payment:
Visa, MasterCard, American Express, Discover and payments through PayPal.
7. When will my credit card be charged?
Items are charged to you when they ship. If an item is on back order, you will not be charged until it ships.
8. Will I be charged Sales Tax?
The Federal Government requires that we collect tax for items shipped to a state where Omala maintains a physical presence. A physical presence can be a store, warehouse, contact center, etc. Please visit Store Locations for a complete list of applicable states. For 2012, OMALA charges Sales Tax on orders that ship within New York State.
Technical Issues
1. Is my credit card information secure?
Omala makes every effort to protect your online order by using Secure Sockets Layer (SSL) Technology. For more information see our Privacy & Security Policy.
2. Why doesn't my browser work with your site?
You must use a Secure Socket Layer (SSL)-compliant browser to order from Omalausa.com. We recommend using Netscape Navigator version 7.0 or later or Microsoft Internet Explorer version 6.0 or later. For AOL users, AOL version 7.0 and later is recommended. Your Cookies and Javascript must be enabled in your browser preferences.
Product Information
1. How do I know what size to order?
On each product description page, you can click on the tab button named "sizing info" to see sizing charts and details about the fit of a garment. Or call 866.696.6252 to speak with a customer care representative.
2. What if I have question about my order?
Please contact us with any questions you have by emailing customercare@omalausa.com, or call us at 866.696.6252 9 a.m. - 7 p.m. Eastern Time.
Contacting Customer Service
1. How do I contact Customer Service?
If you have a question that we did not address, email us at customercare@omalausa.com and we will respond to you personally. You can also call us at 866.696.6252 Monday through Friday from 9:00 a.m. to 7:00 p.m. Eastern Time to speak with someone in our Customer Care Department.
2. How do I report something wrong on your site?
Email us at customercare@omalausa.com or link to customer care at "contact us" on the homepage.
Shipping Information
1. How do I calculate shipping?
Please use this chart:
| Shipping Method |
Order Subtotal* |
Cost |
standard delivery1
7-10 business days |
up to $24.99
$25-49.99
$50-74.99
$75-99.99
$100-124.99
$125-$199.99
$200-299.99
$300 or more |
$5.95
$7.95
$8.95
$10.95
$13.95
$15.95
$18.95
$21.95 |
express delivery
2-3 business days (UPS) |
All orders |
$30.00 or more, calculated in real-time
not available for PO Boxes |
overnight delivery
1-2 business days (UPS) |
All orders |
$50.00 or more, calculated in real-time
not available for PO Boxes |
*per total price of items shipped to each address
1subject to change. standard ups ground. |
2. Do you ship outside the U.S.?
Yes, we do ship outside of the United States, however, you will need to contact our Customer Care department via email and/or by Phone to get a quote on the cost of shipping to a location outside of the United States.
3. What are my shipping options?
Please use the below chart to understand your shipping options. We offer shipping via UPS Ground, UPS 2-day air, and UPS Next Day Air (Overnight). We also can ship packages via US Mail with Delivery Confirmation, where a package needs to be sent to a P.O. Box.
| Shipping Method |
Order Subtotal* |
Cost |
standard delivery1
7-10 business days |
up to $24.99
$25-49.99
$50-74.99
$75-99.99
$100-124.99
$125-$199.99
$200-299.99
$300 or more |
$5.95
$7.95
$8.95
$10.95
$13.95
$15.95
$18.95
$21.95 |
express delivery
2-3 business days (UPS) |
All orders |
$30.00 or more, calculated in real-time
not available for PO Boxes |
overnight delivery
1-2 business days (UPS) |
All orders |
$50.00 or more, calculated in real-time
not available for PO Boxes |
*per total price of items shipped to each address
1subject to change. standard ups ground. |
Gifts & Gift Cards
1. Do you offer gift wrap?
Upon request, orders will be packaged in a gift box, gift wrap and tied with ribbon. There is an additional $4.00 charge per item for gift packaging.
Returns & Exchanges
1. What is your return policy
If you are not satisfied with your purchase for any reason, let us know and we will take care of you. All returns made within 10 days of receiving product, will be fully refunded at the original purchase price minus shipping costs.
If your merchandise is damaged or defective, we will gladly reimburse your shipping costs.
*Please allow 10-14 business days for returns processing.
2. How do I return an item?
We want you to be happy with your purchase. We gladly accept returns of unworn, unwashed merchandise for full refund or exchange. We fully guarantee our merchandise to be free of manufacturing defects, and will accept any defective items for full refund or exchange. If items are returned within 10 days of product delivery, the refund will be made in the form of the original payment. If merchandise is returned after the 10 days from product delivery, OMALA will offer a store credit for the returned item, that can be used when purchasing at a future date on omala.com.
Proof of purchase, such as a copy of the original sales receipt or packing slip invoice, is required for reimbursement of the full purchase price. When no proof of purchase is available, we refund the current selling price for items returned to us. A merchandise gift card is offered for items returned without proof of purchase.
We will send you an email to notify that your return and/or exchange has been processed and the proper account has been credited. On returns, you should expect the credit in your account 10-14 business days after we receive your return.
How to complete a return
Call 866.696.6252 as ask for a Return and Exchange Label to be sent to you. Once received,
Send return to:
Omala
c/o Fusion Fulfillment
1121 Industrial Parkway
Suite A
Brick, NJ 08724
Attn: Return/Exchange
For a Phone Exchange Call us at 866.696.6252 Monday through Friday from 9:00 a.m. to 7:00 p.m. Eastern Time and order your exchange items. We will process your new order, ship in-stock items, and charge your credit card for the item(s). Free shipping is applied to all exchange orders. Upon receipt of your return we will refund your original payment method, excluding shipping charges.
3. When should I expect credit for an item I returned?
On returns, you should expect the credit in your account 10-14 business days after we receive your return.
