How do I log in to my OsageRiverGear.com account?
You can log in to your account by clicking on the "Account" iconin the top right hand corner of the Osage River website. Once on the login screen, simply enter the email address and password associated with your account.
How can I retrieve my password?
If you have forgotten your password, click on the Forgot Password? link. From this screen, enter the email address you used to sign up at OsageRiverGear.com and we will email you with recovery details within seconds.
Do I have to create an account to order from OsageRiverGear.com?
No. You may checkout as a guest. When checking out as a guest, we will collect your name, e-mail address, billing address, shipping address, telephone number, and product information. We need this information to process your order and to communicate with you regarding your order. Creating an account is free, quick, and simple - plus an account enables extra options such as wishlists, and order history.
Is the OsageRiverGear.com website secure? What types of security features are utilized to safeguard my information?
Yes. Security is the top priority at OsageRiverGear.com and as such, credit card transactions are handled by established third party banking and payment processors. We do not store credit card information - we simply send the information needed to verify and authorize your payment information to third parties using industry-standard SSL encryption methods. Likewise, when you access your account, the information is kept on a secure server. All of the customer data we collect is protected against unauthorized access by physical security means.
What can I use my OsageRiverGear.com account for?
A OsageRiverGear.com account allows you to checkout faster, store multiple shipping addresses, print order confirmations, track shipments, change your email and password, update your billing and shipping address, view your order history, and create wishlists.
What is the best way to contact OsageRiverGear.com?
The best way to contact a OsageRiverGear.com representative is through email or telephone. We also offer live chat during business hours (M-F 9 AM - 5 PM EST).
What information should I provide when I call or email OsageRiverGear.com?
When contacting Osage River for information regarding an order, please have your order number readily available. If this information is not readily available to you, please provide your email address or full name used when placing the order. If you are looking for information regarding a product, please provide the manufacturer name, model number, and any other identifying information.
I may have accidentally placed a duplicate order. What should I do now?
Call OsageRiverGear.com customer service at 855.335.7939. We will void the order as long as it has not yet been shipped. If duplicate orders have been shipped, please contact customer service and we will advise accordingly.
How can I check my OsageRiverGear.com order status online?
Go to your account at OsageRiverGear.com using the email address and password associated with your OsageRiverGear.com order. Please check your OsageRiverGear.com order confirmation email to confirm the email address associated with your account.
- Was your credit card declined? If there was a problem with your payment, you should have received an email from customer service.
- Was your order cancelled? Periodically, we cancel orders for various reasons. If your order has been cancelled, you will receive email notification.
- Did you select the correct shipping address for this order? You can see which shipping address you selected for your order by visiting the Order History page in your account, and clicking "Details" next to the order containing the missing item. The address to which your item was shipped is listed.
- Have you tracked the shipping status of your order? Not all shipments are applicable for package tracking, but if the status of your order is listed as Shipped, check the delivery status. If you've considered all of the above and you still can't find a reason your order is missing, contact us.
- Your shipping confirmation email.
- Your order history (if you have an account).
Can I add, change, or remove items from my order after it has been submitted?
No. Once an order is submitted, it can only be amended or edited by contacting OsageRiverGear.com customer support. Click here to contact us. Once our warehouses have shipped an order, products cannot be added or cancelled.
How long does it generally take to process an order?
It typically takes us between 1-2 business days to process an order. That is, orders generally ship within 1-2 business days. Once the order has shipped, your estimated time of arrival will be determined by your selected shipping method. You will receive a shipping confirmation email along with a tracking number (if applicable). Estimated shipping dates are based on several factors, including how quickly we can obtain and assemble items for shipment.
How do I request a refund or cancel an order?
If you need to cancel an order or request a refund, you should contact OsageRiverGear.com directly.
What happens if an item is backordered?
OsageRiverGear.com tries to accurately estimate ship dates on a product-by-product basis, however, products will be occasionally backordered by the manufacturer. If this is the case we will have to cancel the order and issue a full refund.
What happens when an item is out-of-stock?
While we do our best to accurately maintain real-time inventory, not all products listed on our site are immediately available for shipping. In such cases, we estimate when items will ship from our facilities. These estimates are based on several factors, including how quickly we can obtain and assemble items for shipment, supplier availability, and carrier delivery schedules. If a product is out of stock, lead times may vary. A OsageRiverGear.com representative should be able to help best estimate the delivery time of a product based on warehouse and manufacturer information.
What credit or debit cards can I use at OsageRiverGear.com?
You can use any of the following credit or debit cards to make purchases at OsageRiverGear.com: Visa, MasterCard, American Express, and Discover.
My order was cancelled. Can it be reinstated?
Unfortunately, if we cancel your order, it can't be reinstated. You can always simply re-order the items - we will be happy to assist you. If you have specific questions about your cancelled order, you can contact us.
Why was my credit card charged twice?
While it may appear that you've been charged twice for an order, the pending item you noticed on your bank statement is actually an authorization. Authorizations are the initial communication between our billing system and the bank's billing system. While you may see multiple pending listings in your account, only one charge will be deducted after the authorization is completed. When this final deduction occurs, the charge will be posted to your account as successful. We will not bill an account until we receive an approved authorization from the bank. Authorizations are processed each time you update your credit card, and each time you make a purchase. When you check your bank account, payment authorizations will often be listed as pending. These authorizations can remain in your account anywhere from 24 hours up to 14 business days, depending on the bank. You may contact your bank to confirm the charge for your purchase or to check on the authorization status.
How will purchases appear on my credit card statement?
If you pay via Paypal the charge will appear as OsageRiverGear. The standard format for charges on your statement is: OsageRiverGear.com, but please check your receipt for exact details.
What is a Card Verification Code?
A Card Verification Code, or CVC, is a number that provides extra security to credit and debit card holders, in case an unauthorized person gets a hold of your account number. CVCs are one way to make sure someone has the actual card in his or her possession. The CVC on American Express cards is four digits, and is located on the front of the card, on the right side. Discover, MasterCard, and Visa use three-digit CVCs, which are listed on the back of the card. The CVC is the last three digits of the number that appears on your signature bar.
Why would my credit/debit card be declined when I know for certain that I have the funds available?
A credit card can decline due to an incorrectly entered credit card number, address mismatch, incorrect expiration date, a daily limit, or insufficient credit, among a number of other reasons. Please contact your credit card company for more information. Please note that authorizations may take 24-48 hours to drop off of your pending transactions.
How does PayPal work?
PayPal is used to securely send payments over the internet. You can choose to pay from your PayPal account balance, a credit card, debit card, or bank account. To make a PayPal purchase, select PayPal during checkout on the www.OsageRiverGear.com website and choose your method of payment. Your funds are transferred immediately and securely.
How secure is PayPal?
PayPal is highly secure and committed to protecting the privacy of its users. Its industry-leading fraud prevention team is constantly developing state-of-the-art technology to keep your money and information safe. When you use PayPal to send money, recipients never see your bank account or credit card numbers.
How do I contact PayPal customer service?
For the fastest response, you may access the user-friendly Help Center. Developed by the PayPal Customer Service team, this Help Center contains a comprehensive information database. Simply type a question into the search box to receive a complete answer.
If you do not find the information you need in the Help Center, PayPal Customer Service representatives are available to assist you. Send an email for a prompt response or contact PayPal directly by phone:
Customer Service: 1-402-935-2050 (a U.S. telephone number)
4:00 AM PDT to 10:00 PM PDT Monday through Friday
6:00 AM PDT to 8:00 PM PDT on Saturday and Sunday
How do I return a product?
Before returning a product, please make sure that your return adheres to our Return Policy. To return a product you must request an RMA (Return Merchandise Authorization) by calling us at 855.335.7939 or by emailing us at email@example.com.
Of course, you can take an easier route and call customer service at 855.335.7939 or email them at support@OsageRiverGear.com.
What is the return policy for OsageRiverGear.com products?
You have 30 days to return an item that is unused and in resellable condition. Please see the OsageRiverGear.com Return Policy for more details.
Is it mandatory to have an RMA number in order to return a product to OsageRiverGear.com?
Yes. You must obtain an RMA (Return Merchandise Authorization) number by calling us at 855-335-7939 or by emailing us at firstname.lastname@example.org. OsageRiverGear.com will not accept returns without prior authorization and an RMA number.
Can I exchange my product for a different product?
No. OsageRiverGear.com will only replace an item or part if necessary. If you would like to receive a different item, a new order would need to be placed.
Approximately how long will it be before a refund/credit actually appears on my credit/debit card?
Once the returned items have been received, inspected, and approved it takes us approximately 2 business days to credit your account, and depending on your bank, between 2-3 business days to appear on your statement.
What should I include with my return?
When preparing your return, be sure your return satisfies the requirements of the Return Policy. Ship the product in a sealed package with plenty of padding. Place a printout of your order confirmation on the inside of the package. Finally, write the approved RMA number on the outside of the package using an indelible marker.
When and why are restocking fees applied?
OsageRiverGear.com charges a 10% restocking fee on all returned items, unless they are defective. This fee covers any necessary re-boxing and/or re-packaging of the product that will need to be done, and all fees associated with returning the item to stock in one of our warehouses.
Does OsageRiverGear.com pay the return shipping cost for defective merchandise?
Yes. OsageRiverGear.com will pay the shipping costs to have defective items shipped back to us, if the items are determined to be defective according to the manufacturer's specifications.
Does OsageRiverGear.com cross-ship replacement merchandise?
No. Cross-shipping is not available. If you are in need of a new item, please place a new order at your convenience. OsageRiverGear.com will refund your original order when the items are returned to us.
My return package has been received by OsageRiverGear.com, what happens next?
Once a representative in our returns department receives, inspects, and approves the return, a refund will be issued to your credit/debit card via your original payment method.
What are OsageRiverGear.com's shipping rates and policies?
Please reference our shipping rates and policies here.
Are all items shipped via the same method?
In most cases, you will be able to select Free Shipping. Freight items are shipped through various freight companies depending on where the order is being shipped.
- Your shipping confirmation email.
- Your order history (if you have an account).
- If you checked out as a guest, you can check your order status.
Does OsageRiverGear.com ship internationally?
Shipping charges for international orders are calculated at checkout.
These charges are for shipping only.
In addition to shipping charges, you may incur other import duties or taxes. These duties and/or taxes vary from country to country and are the sole responsibility of the customer.
Why was my order sent in multiple packages?
OsageRiverGear.com may decide to package your items separately due to weight or size concerns. The most common reason why multiple boxes are used for a single order is that OsageRiverGear.com has multiple warehouse locations. If items are stocked in different warehouses they cannot be boxed together.
What do I do if my products arrive damaged?
Please contact us to request a RMA (Return Merchandise Authorization). Please specify how the products are damaged so that a OsageRiverGear.com representative can start a damage claim with the shipping company and ship a new product to you. You can also contact customer service at 855-335-7939.
Still Need Help?
If you have any questions that we have not answered in this FAQ, please do not hesitate to contact us and we would be happy to assist you.