This policy explains how Ovio processes, dispatches, and tracks orders for customers worldwide.
Last updated: 27 July 2026
Order processing
We aim to process orders within two business days after receiving them. Busy sale periods, public holidays, supplier availability, address checks, or unusually high order volumes can add time. A confirmation is sent after checkout, and dispatch or tracking information is sent as each parcel becomes ready.
Worldwide delivery
Ovio offers worldwide delivery where our products, fulfilment providers, carriers, and local rules allow it. Enter the delivery address at checkout to see the methods and charges currently available for that order. Contact us before ordering for delivery timing to your destination. Any delivery estimates provided are not guaranteed arrival dates.
Separate parcels and tracking numbers
Items in one order may be supplied from different locations. This means an order can arrive in multiple parcels, on different days, with a separate tracking number for each parcel. A later parcel does not necessarily mean an item is missing.
Tracking an order
We add tracking to your WooCommerce order and send it by email when a carrier reference is available. A new tracking reference can take 24–48 hours to show its first carrier scan. If tracking has not moved for five days, use the customer-care form and include the order number and affected tracking reference. You can also review available updates on the order tracking page.
Address changes and cancellations
Ask for an address change or cancellation within 12 hours of purchase by using the customer-care form. We will try to help, but cannot guarantee a change once an item has entered processing or has been dispatched. The customer is responsible for providing a complete and accurate delivery address at checkout.
A parcel says delivered but is not there
Check the delivery address, safe places, household members, neighbours, and building reception or management first. Then contact the local carrier using the tracking reference. If the parcel still cannot be located, contact Ovio so we can review the shipment with the carrier or fulfilment provider. We will also investigate parcels confirmed lost in transit.
Customs, duties, and local taxes
International orders may attract customs duties, taxes, brokerage charges, or import fees under the destination’s rules. Unless checkout expressly says they are included, these charges are the customer’s responsibility. Customs processing can also affect delivery timing.
Questions about delivery
Use the customer-care form for help and include your order number. For a split order, identify the item or tracking number concerned so the correct fulfilment partner can be investigated without creating a duplicate shipment.