FAQs

Frequently Asked Questions

How can I contact Optimix?

You can email us at info@shopoptimix.com where our customer service team will be happy to help you with whatever you need! We aim to respond to all inquiries within 24 hours on business days.

Do you ship worldwide?

Yes, we ship to most countries worldwide! Shipping availability may vary, so please check our shipping policy or contact us if you have specific questions about your location.

Where do you ship from?

We ship from our dedicated warehouses located in Hong Kong, ensuring that we have a wide selection of products ready to meet your needs quickly and efficiently.

Can I change or cancel my order?

As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of ordering. Any requests made after this period may not be fulfilled. However, once you receive your order, you can return it for a full refund if needed.

What payment methods do you accept?

We accept all major credit cards, including VISA, Mastercard, and AMEX, as well as PayPal payments. You can shop with confidence, knowing that your transactions are secure and straightforward.

When will my order be processed?

All orders are handled and shipped out from our warehouse. Please allow extra time for your order to be processed during holidays and sale seasons. We process orders between Monday and Friday, and all orders will be processed within 1-3 business days from the order date. Shipping typically occurs the next day after the processing day. Please note that we don't ship on weekends.

How long will it take to receive my order?

Due to high demand and varying shipping destinations, orders may take between 2-4 weeks to arrive. We appreciate your patience and are committed to delivering your items as swiftly as possible.

What if I don't receive my order?

If you do not receive your order within 30 days after it has been shipped, please contact us at info@shopoptimix.com to discuss options, including a potential full refund or replacement.

Will I be charged customs and taxes?

The prices displayed on our site are tax-free in US Dollars, which means you may be liable to pay for duties and taxes once you receive your order. Import taxes, duties, and related customs fees may be charged once your order arrives at its final destination, as determined by your local customs office. Payment of these charges and taxes are your responsibility and will not be covered by us. We are not responsible for delays caused by the customs department in your country. For further details, please contact your local customs office.

How do I return an item?

If you need to return an item, please contact us at info@shopoptimix.com. Our customer support team will provide you with a return authorization and detailed instructions to ensure a smooth process.

What if the item(s) I received are defective/incorrect/damaged?

Please contact us immediately if you have received merchandise that is incorrect, missing, or defective. Include your order number, photographs of the item(s), and all related references upon receiving your package. We will do our very best to resolve your issue as soon as possible and ensure that you are satisfied with your purchase.

When will I receive my refund?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 7-10 business days of receipt of the returned item or cancellation request. Please contact your card-issuing bank if you have questions about when the credit will be posted to your account. If you haven't received a credit for your return yet, here's what to do: Contact the bank/credit card company as it may take some time before the refund is posted to your account.