FAQ
ACCOUNT INFORMATION
How do I log in to my OsageRiverGear.com account?
You can log in to your account by clicking on the "Account" icon in the top right hand corner of our website. Once on the login screen, enter the email address and password associated with your account.
How can I retrieve my password?
Click on the Forgot Password? link. From this screen, enter the email address associated with your account and we will send you recovery details.
Do I have to create an account to order from OsageRiverGear.com?
You may checkout as a guest. When checking out as a guest, we will collect your name, email address, billing and shipping address, telephone number, and product information. We need this information to process your order and to communicate with you regarding your order.
What types of security features are utilized to safeguard my information?
Security is our top priority and as such, credit card transactions are handled by established third party banking and payment processors. We do not store credit card information - we send the information needed to verify and authorize your payment 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?
An account allows you to checkout faster, store multiple shipping addresses, print order confirmations, track shipments, change your email and password, update billing and shipping addresses, and view your order history.
CONTACT
What is the best way to contact OsageRiverGear.com?
The best way to contact a us is to email support@osagerivergear.com or to call our U.S. based customer service representatives at 855.335.7939 M - F, 9am - 5pm EST.
What information should I provide when 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.
ORDERING
Does OsageRiverGear.com accept phone, fax, email or mail orders?
Osage River accepts orders via the website, email, or by telephone. All phone orders are processed as online orders.
I may have accidentally placed a duplicate order. What should I do now?
Call a customer service representative at 855.335.7939. We will void the order as long as it has not yet been shipped. If duplicate orders have been shipped, we will advise accordingly.
How can I check my order status online?
Go to your account at OsageRiverGear.com using the email address and password associated with your order. Please check your 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, please contact us.
Can I track an order after it has shipped?
When package tracking information is available, you can find it in your shipping confirmation email or your account order history.
Can I add, change, or remove items from my order after it has been submitted?
Once an order is submitted, it can only be amended or edited by contacting our customer support. Click here to contact us. Once our warehouses have shipped an order, products cannot be added, removed, or cancelled.
How long does it generally take to process an order?
It typically takes us between 1-2 business days to process and ship an order. Once the order has shipped, 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 and carrier delivery schedules.
How do I request a refund or cancel an order?
If you need to cancel an order or request a refund, please contact us directly at 855.335.7939 M - F, 9am - 5pm EST.
What happens if an item is backordered?
We try to accurately estimate ship dates on a product-by-product basis, however, products may be occasionally backordered by the manufacturer. If this is the case, we will 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. One of our representatives will be able to help estimate the delivery time of a product based on warehouse and manufacturer information.
Does OsageRiverGear.com charge sales tax?
We only charge sales tax on orders being shipped to or billed to a Missouri or Michigan address.
PAYMENT
What payment methods does OsageRiverGear.com accept?
Visa, Mastercard, Discover, American Express, JCB, ShopifyPay, ApplePay, GooglePay, and DinersClub.
What credit or debit cards can I use at OsageRiverGear.com?
We accept Visa, MasterCard, American Express, and Discover.
Do you accept cash, checks, or money orders?
At this time, we do not accept any of the above.
My order was cancelled. Can it be reinstated?
Unfortunately, if we cancel your order, it can't be reinstated. You can always place a re-order and we will be happy to assist you. If you have specific questions about your cancelled order, you can contact us.
Can I change the shipping address for an order I've already placed?
If you need to change the shipping address after you place an order, you'll need to contact us directly at 855.339.7939 M - F, 9am - 5pm EST.
How long does it take for a payment to post to my credit card?
Charges generally post to your credit card within a few business days.
Does OsageRiverGear.com accept payment methods based outside of the United States?
We do not currently accept orders or payments outside of the United States.
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 to 14 business days, depending on your provider. 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 or CVC?
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 their possession. The CVC on American Express cards are four digits and is located on the front right of the card. Discover, MasterCard, and Visa use three digit CVCs which are listed on the back of the card in the 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 their user-friendly Help Center. Simply type a question into the search box to receive a complete answer.
If you still need help, PayPal Customer Service representatives are available to assist you. Send an email or call them directly.
PayPal Customer Service: 1.402.935.2050
4AM - 10PM PDT, Monday - Friday
6AM - 8PM PDT, Saturday & Sunday
RETURNS
How do I return a product?
Before returning a product, please make sure that your return adheres to our Return Policy. You must request a Return Merchandise Authorization or RMA by contacting us at 855.335.7939 or support@osagerivergear.com. Once you have filled out our RMA request form, you will be provided with our return address.
What is the return policy for OsageRiverGear.com products?
You have 30 days to return an item that is unused and in re-sellable 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?
You must obtain an RMA (Return Merchandise Authorization) number by contacting us at 855-335-7939 or support@osagerivergear.com. We will not accept returns without prior authorization and an RMA number.
Can I exchange my product for a different product?
No, we 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.
How long will it be before a refund/credit 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, 2-3 business days to appear on your statement.
How long does it take to process a return?
Please allow 3-5 business days to process your return after it has arrived at our warehouse.
What should I include with my return?
Ship the product in a sealed package with plenty of padding. Place a printout of your order confirmation on the inside of the package and write the approved RMA number on the outside of the package with a permanent marker.
Does OsageRiverGear.com pay the return shipping cost for defective merchandise?
We will pay the shipping costs to have defective items shipped back to us.
Does OsageRiverGear.com cross-ship replacement merchandise?
Cross-shipping is not available. If you are in need of a new item, please place a new order at your convenience and we 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 our Returns Department receives, inspects, and approves the return, a refund will be issued to your credit/debit card via your original payment method within 2-3 business days. REFUNDS CAN ONLY BE APPLIED TO THE ORIGINAL PAYMENT METHOD.
SHIPPING
What are OsageRiverGear.com's shipping rates and policies?
Please reference our shipping rates and policies here.
Does OsageRiverGear.com offer free shipping?
We offer free shipping via Standard Ground to the contiguous 48 states.
Does OsageRiverGear.com ship to P.O. Boxes?
We do ship to P.O. Boxes, however, only orders less than 2 pounds and under $100 can be delivered to a P.O. Box.
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.
How do I get my tracking number?
When package tracking information is available, you will find it in three places:
- 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.
You can also track your order online via the shipping carrier associated with your order.
Does OsageRiverGear.com ship internationally?
Shipping charges for international orders are calculated at checkout.
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.
Does OsageRiver.com ship to APO or FPO addresses?
We do ship to APO and/or FPO addresses.
Why was my order sent in multiple packages?
Our distribution specialists 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 we have multiple warehouse locations. Items stocked in different warehouses cannot be boxed together.
What do I do if my products arrive damaged?
Contact us to request a RMA (Return Merchandise Authorization). Please specify how the products are damaged so that a representative can start a damage claim with the shipping company and send a replacement product to you. 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.
