FAQ

Frequently Asked Questions

When will I receive the items I purchased?

• Items will ship from Orange Mountain Designs within 3 business days (excluding pre-sell items) after your purchase has been made online. However, we get most orders processed and shipped within 24 hours.  Please refer to the Shipping page found here for more details as different shipping methods allow for different ship times. 

What's the status of my order?

• Once your order is received, the item(s) is pulled and the fulfillment process begins. You will receive a tracking number when your order has been completely processed. If you have not received a tracking number, your order is still being processed. If you have created a customer account with Orange Mountain Designs, you can also log in here to find out the status of your order. 

May I buy online and pick up in-store?

• Yes.  We offer Buy Online / Pick Up In-Store (BOPIS)   However, we may need to adjust that availability from time to time.  You can select Pick Up In-Store while shopping online if you want to use this option.

• If you'd like to allow someone other than the person placing the order to be allowed to pick up your BOPIS order, please insert the name of the person authorized to pick up your order in the order comments box at checkout.

What is Drop Ship?

• Drop ship is a program where you make a purchase from Orange Mountain Designs and the manufacturer ships the item(s) you ordered directly to you.  This allows us to offer you more selection than just what we may have available in our store.  It helps us meet your needs while helping our vendors grow their businesses.  Drop ship items do typically have longer lead times for delivery and may have exceptions to our exchange and return policy.  You can always refer to our exchanges and returns policies here.  Additionally, some larger or heavier drop ship items may have additional shipping charges associated with them.  These additional charges are listed on the product pages of our website.

• Some drop ship items are manufactured when ordered, these items may not be able to be cancelled once the order has been placed with the vendor.

• Since drop ship items ship directly from the vendor, your order will not arrive with one of our pick tickets. If you need to make an exchange or return (for a drop ship item that is eligible) please email us at [email protected] in order to get your UPS return code which is needed to create a shipping label.

Why is my discount code not working?

From time to time we offer discount codes for specific reasons, marketing events or merchandise sales events. Our discount codes may be set up with specific parameters that qualify a purchase to receive the stated discount. If your discount code is showing that it is not eligible, it may be because of one of the following reasons…

• The time window for the discount code is no longer open

• The code has a limit to the number of times it may be used per person

• The item(s) purchased may be excluded (i.e. Yeti products, gift cards)

• There is a minimum order subtotal threshold that has not been met

How do I exchange or return an item purchased online?

• See our Exchanges or Returns page here.

Why isn't my refund showing up yet?

• We process refunds immediately after receiving the products back on our end. However, most banks usually take up to 1-7 business days to post a refund to your account. It can take up to 10 business days for a refund to post to your account in some cases. 

If I don't see an item in stock online, can you check the store? 

• If an item is listed online but a specific size isn't showing up as available, we do not have it in stock in our store either. We fulfill all online orders out of our stores. We do not have a separate warehouse with back stock available unfortunately.

Can I have my order shipped to a PO Box?

• We use UPS as our main courier and, unfortunately, they are unable to deliver to PO Boxes at this time with UPS Ground. We do apologize for the inconvenience! However, we do offer Surepost which is a UPS service that delivers your package to you local post office and your package is delivered to you by your postal carrier.

Have another question? Email us at [email protected] or give us a call at 865-671-1117. We're happy to help.