Welcome to the OVO Canada Help Center. We’ve answered some of the most common questions to make your shopping experience as smooth and enjoyable as possible. If you can’t find the answer you’re looking for, please visit our Contact Us page, and our customer support team will be happy to assist you.
Orders
1. How do I place an order?
Shopping at OVO Canada is simple. Browse our collections, select your preferred size and color, add the item to your cart, and proceed to checkout. Enter your shipping and payment details, then confirm your order. You’ll receive an order confirmation email shortly after your purchase.
2. Can I modify my order after placing it?
If your order has not yet entered processing, we may be able to update your shipping address, size, or color. Please contact our support team as soon as possible. Once an order has been processed or shipped, changes cannot be guaranteed.
3. Can I cancel my order?
Yes. Orders may be canceled only before they have been shipped. If your order has already been dispatched, you’ll need to follow our Return & Refund Policy after receiving your package.
4. Why was my order canceled?
Orders may be canceled due to payment authorization issues, unavailable inventory, incorrect billing information, or suspected fraudulent activity. If your order is canceled, any authorized payment will be handled according to your payment provider’s policies.
5. Will I receive an order confirmation email?
Yes. Once your order is successfully placed, you’ll receive a confirmation email containing your order number and purchase details.
6. What should I do if I entered the wrong shipping address?
Please contact us immediately through our Contact Us page. If your order has not yet shipped, we’ll do our best to update your address. Once shipped, changes are no longer possible.
Shipping
7. How long does shipping take?
Estimated delivery times are:
- Canada: 3–5 Business Days
- Europe: 5–7 Business Days
- Australia: 7–10 Business Days
Please note that these are estimated delivery times and may vary during holidays or peak shopping periods.
8. Do you ship across Canada?
Yes. OVO Canada proudly ships to customers throughout Canada using trusted shipping partners to ensure safe and reliable delivery.
9. Do you offer international shipping?
Yes. We offer international shipping to many countries worldwide. Shipping availability depends on your location and local delivery services.
10. How do I track my order?
Once your order has been shipped, you’ll receive a shipping confirmation email with a tracking number. You can use this tracking number to monitor your package until it arrives.
11. Why is my order delayed?
Delivery delays can happen due to weather conditions, customs inspections, public holidays, or shipping carrier delays. We appreciate your patience and recommend checking your tracking information for the latest updates.
12. What happens if my package is lost?
If you believe your package has been lost, please contact our support team. We will work with the shipping carrier to investigate the issue and assist you in finding the best possible solution.
13. My tracking information hasn’t updated. What should I do?
Tracking information may take 24–48 hours to update after your package has been shipped. If there has been no update after that time, please contact our customer support team for assistance.
Returns & Refunds
14. What is your return policy?
We offer a 30-Day Return Policy for eligible items. Products must be unused, unworn, have their original tags attached, and be returned in their original packaging.
15. How many days do I have to exchange an item?
Customers may request an exchange within 14 days of receiving their order, subject to product availability.
16. Who pays for return shipping?
Customers are generally responsible for return shipping costs unless they received an incorrect, damaged, or defective item.
17. How long do refunds take?
Once your return has been inspected and approved, refunds are typically processed within 5–10 business days, depending on your bank or payment provider.
18. Can I exchange for another size?
Yes. If your preferred size is available, we’ll be happy to process an exchange within our 14-day exchange period.