Faq's

0) I’m having login problems, how do I retrieve my account password?
If you've lost your password just click the "Forgot your password?" link on the "My Account" login page. Enter the e-mail address associated with your account and we will e-mail you a new password. If you don't receive that e-mail within a few minutes, please open a ticket and report the issue.
Always check the SPAM/Junk folders of your email, our messages can fall there.
1) Why do I need to create an account to place an order?
An account allows easy access to information regarding the orders you've placed. Log in with your e-mail address and password to view tracking information, order status, order history or edit and store shipping information.
2) Can I see my previous orders?
Log in to your account. Clicking on the "My Account" link will take you to a list of your past orders and their status.
3) How do I delete my account?
If you want to delete your account, please open a ticket for this issue. Our team will delete your account at your request.
4) Possible to change payment method for current order?
The payment method cannot be changed once the order has been submitted. You can place a new order and select your preferred payment method.
5) Any risk of payment to be seized
Never. Even if a transaction is suspicious, the funds will be returned to the sender.
6) What happens if the payment information is added to my account wrongly?
Submit the correct payment information once again. Make sure to add a comment with your new payment details to explain the reason.
7) What is the minimume amount for bank wire transactions?
Minimum payment requirement is $500 for bank wire transactions.
8) Do you accept Euro, Pound, or any other currencies?
You can select the prefered currency on your order from the "Currency" drop-down menu.
9) What happens if the transactions & payments canceled ?
You can either take your funds back or follow our Customer Service directions to fix your payment and submit it to your order again.
For bank wires, the funds will usually be sent back to your account if the transaction did not come through for whatever reason.
If you have questions about your payment please contact our Billing Department by opening a ticket.
10) How do I know if my money transfer has been received?
Your order status will be updated to "Money Collected". With Bank Wire we will update your Payment Order to Accepted.
11) My payment is cancelled. What do I need to do?
There can be many reasons why your payment did not come through. The Customer Service will make a comment to your cancelled payment so you can read it and fix the issue. This comment will be available in your order details from your account. It will be also sent to your email address.
If you have questions about your payment please contact our Billing Department by creating a ticket.
12) How long would it take to accept my WU &MG payments?
Please allow up to 3-4 business days to process your payment and additional 2-3 days for processing your shipment. If you have any questions or concerns, please create a ticket and contact our Billing Department.
13) How do I pay by Western Union, Money Gram, or Wire Transfer?
Please register on our website and place your order. Depending on the payment method you select at checkout, we will provide you the complete payment instructions for the payment method you chose. The payment directions will be shown on the screen, sent to your email address and saved in your order details of your account page.
Note: The Bank Wire payment instructions will show up after you start the process of adding funds to your Wallet in "My Wallet" menu of your account page. A new Payment Order will be created and saved in "My Wallet". It will contain all the necessary Bank Wire directions.
14) Which payment methods do you accept?
We accept payment by Western Union, MoneyGram, Bank Wire, Bitcoin, Ethereum, Litecoin and payment by credit card through PayBis. We DON'T accept payments by PayPal and direct credit/debit card payments on our website.
If you have any questions regarding the payment methods please don't hesitate to contact our Billing Department and we will gladly assist you.
15) I have not received order confirmation emails, is there a reason for this?
After you place your order online, you will receive a detailed order confirmation e-mail. If you don’t receive the e-mail within few minutes, please check your SPAM/Junk folders of your email. Some e-mail programs may misroute confirmation e-mail. We recommend that you add OSgear as a safe sender to ensure proper e-mail delivery.
Please contact our Customer Service in case you don't receive the order confirmation email.
16) What happens if the products are out of stock after I've placed an order?
Osgear inventory is updated in real-time. So any item you see on the site is in stock. In the rare instance when you order an item and we discover an inventory error, we will contact you immediately and review your options. You will not be charged for any item change.
17) Where is my order? I have not received it yet?
You will receive a confirmation email once your order has been shipped. The tracking information will be available in the order details of your account. If you have not received a shipping confirmation email, please check your SPAM/Junk folder as it may have been received there. For domestic orders, please allow 2-3 business days from the date of shipment for your parcel to arrive. For international orders, please allow 12-18 business days from the date of shipment for your parcel to arrive. Business days do not include weekends or national public holidays.
18) What about if I request a change on my order?
It is possible to make a change to your order within 1 hour of placing it. You must immediately contact our Customer Service (within the hour). All orders are processed and shipped extremely quickly so changes can only be made if the order payment has not been processed. We reserve the right to deny a change to your order, in the event that there is not sufficient stock to fulfill your request.
19) How can I cancel my order?
If the payment information has not been submitted to your order, you can open a ticket and ask for order deletion. If you paid the order and submitted the payment information, you must immediately contact our Customer Service. We reserve the right to deny a change in your order, in case of the payment has already been processed or it is too late to return the package from our shipping department.
20) How can I check my order status?
When you log in to your Osgear account you’ll be able to view any current and previous orders. Each order has its current status to be checked by the customer.
21) How long does it take to my order be processed?
We ship all orders within 2-3 days after the funds are picked up. We do not ship on weekends or holidays. Please allow 3-4 days to process your payment (excluding Sundays).
22) Will you confirm my purchase?
After you place your order online, you will receive a detailed order confirmation e-mail. If you don’t receive the e-mail within few minutes, please check your SPAM/Junk folders of your email. Some e-mail programs may misroute confirmation e-mail. We recommend that you add OSgear as a safe sender to ensure proper e-mail delivery.
Please contact our Customer Service in case you don't receive the order confirmation email.
23) How will I know that you have received my order?
After you place your order a confirmation email will be sent to your email address. The order will be also visible in your account page. If you do not receive a confirmation email or your order is not visible in your account, please open a ticket with our Customer Service.
24) Is there a minimum order?
There are no minimum or maximum order quantities for any product.
25) How long can I keep something in my shopping cart?
As long as you are logged into Osgear, your items will stay in your cart until you check out. Keeping items in your cart do not guarantee they will still be available at discounted prices.
26) Why isn’t my tracking number working?
It can take up to 5 business days until the tracking number will be available online. Always check the tracking number on www.17track.net or your national post tracking service.
27) My package is stucked and not moving any more, what should I do?
The packages are processed by third party sergices and we can't influence the shipping since the package has left our warehouse. Please allow us 4-6 weeks before asking us to reship.
28) I received a different product that I havent ordered
Please send us a picture of the received product via www.imgur.com and together will find the best solution for your problem.
29) I only received part of my order so far, why is that?
Depending on what you've ordered, your order may be shipped in more than one package and from different warehouses. Parts of your order may be shipped with a different package but always under the same Order ID. The packages may not arrive on the same day. You can always check if the order was shipped in multiple packages in your account.
30) Why I see multiple tracking numbers in my account?
We ship from many locations in different packages. Please allow us time to fully update your order.
31) My order has been shipped and not yet arrived, what should I do?
If you do not receive your order within the expected time frame, create a new ticket and contact our Customer Service. We will work hard to figure out what caused the delay and send the order to you quickly.
32) Why has my order not been shipped yet?
In rare circumstances, some items in our store may be temporarily out of stock. If you have ordered multiple items with availability issues, we will ship in-stock items immediately and hold the balance of your order. Backordered items will ship as soon as they are available. Splitting up your order will in no way increase the cost of shipping to you. You can help by giving instructions on dealing with back-orders by contacting Customer Service at any time.
33) How do I track my shipment?
Once an order has shipped out we will update your account with tracking number within 2-3 business days. Just login to your account using your email address and password, then click on your order number in your order history. The tracking number will appear under the tracking column. Visit your country Postal Service website to track your shipment.
34) My tracking number status is - Origin Post is Preparing Shipment
t almost always says that right up until the package gets delivered to your door or at least clear the customs. Allow your regular mail package up to 2-3 weeks and if the status does not change contact our Customer Service. If the package was shipped Express and you still did not receive it within 1 week from the shipping date please contact the Customer Service as well.
35) When will my order arrive?
Depending on the shipping options that you have chosen, your delivery day will fall into one of these categories:
• Regular/Registered Airmail - delivery time 21-31 days. Signature may be required. Tracking number available.
• EMS Shipping - delivery time 8-12 days. Signature may be required. Tracking number available.
36) What if I used the wrong shipping address and the order has already been shipped?
Unfortunately we are not able to change the shipping address on orders once they've been handed to the carrier. We strongly recommend you to double check your order information before submitting the order. Any mistake may cause the loss of the package, since it can't be returned to sender.
37) I put the wrong shipping address and already submitted payment details to my order. What should I do?
If you paid the order and submitted the payment information you must immediately contact our Customer Service. We reserve the right to deny a change to your order, in the event that the payment has already been processed or it is too late to return the package from our shipping department.
38) My shipping address has changed. How do I update shipping information to my current account?
You can add your new address on your account and you can choose it once you place new order.
39) How is multiple packages delivery managed?
Depending on what you order, your order may be shipped with more than one package and from different warehouses/countries. Parts of your order may be shipped with a different package number but always under the same Order ID. The different packages may not arrive at the same time. You can always check if your order is shipped in multiple packages on your account page.
40) Do I need to sign for my package?
We always ship without signature required. Anyway, in some cases the postal service/courier can ask for one for the packages sent from specific countries. Even if they do, is not a problem since the package passed the customs control and the signature is just a simple procedure... there is nothing to be worried about, nobody knows what's inside.
41) Do you ship to P.O. Box addresses?
Yes. We can ship to P.O. addresses.
42) If I place an order, how long does it take to receive?
We ship all orders within 2-3 days after the payment is picked up. We do not ship on weekends or holidays. Please allow us 1-2 days to proceed your payment (excluding Sundays).
Delivery times and shipping costs will vary based on the method of shipment you choose.
When you checkout, you will be prompted to choose a shipping method. Your shipping charges will be automatically calculated during checkout prior to the completion of your order.
43) How do you wrap your packages?
Shipping in plain envelopes just like simple correspondence should get the package directly to your door without any other questions asked. All shipments are carefully and discretely wrapped by default.
44) What are the shipping options?
Osgear offers several shipping options:

• Regular/Registered Airmail - $25
(Delivery time 21 days. Signature may be required. Delivery confirmation number available)
• EMS - $90
(with tracking number, signature required, delivery time 8-10 days)

All business days.
45) From where are the orders sent?
Depends on where you are located and which product you order. When you choose your products, you can easily check the warehouse where are available.
46) What if my order is confiscated/seized?
Please wait at least 4 weeks after the shipping date before contacting us about non-arrival of an order. If the order has been detained and confiscated by foreign customs please contact us by opening a ticket. Please send us a photo copy of the letter and its envelope. Please have your package ID printed legibly, on top of the text. Once provided a review for reshipment will be made.
47) Do I need to show you a seizure letter in case of my package is held by customs?
If you have received a customs letter, we will require proof. Please submit a ticket at osgear.is/ws and attach a clear, readable photo of the letter and its envelope, with your package ID printed legibly, on top of the text. A scanned copy is not sufficient.
48) What is your reship policy for high risk countries?
We have a strict no-reship policy with any high risk countries. This includes, but not limited to, Africa; APO/FPO; Australia; Brazil; Canada; New Zealand; Singapore; Spain; italy and more. If you are unclear of your country’s risk status, please contact our Customer Service.
Due to strict customs clearance regulations we DO NOT ship to Netherlands, Finland, Norway, Sweden, France, Germany, Hungary, Austria, Slovakia, Czech Republic, Switzerland, Russian Federation, Belarus and Ukraine.
Important Note:
If you live in European Union, we can give 100% delivery insurance for EU.
49) My order was returned to you by the shipping carrier. What happens next?
Please open a ticket and we will investigate the issue promptly.
50) I missed my package delivery (nobody was home to sign for the package).
The post office will usually keep your package for 2-3 business days before they return it to sender. Make sure to contact the post office with your tracking number to schedule redelivery or pick up the package in person.
51) Can I return package to sender?
No, you can't return any packages to the shipper.
52) What is your refund policy?
If you are not happy with our service, and if we couldnot handle your original order. We are happy to refund ur funds in 7 business days after investigation.
53) What if the expected delivery date has passed and I still haven't received my order?
If for some reason your order did not show up, we can send another package at your request.
We will ask you to first allow 4-6 weeks (and 1 week for Express package) from the day the order was shipped. If after those 4-6 weeks, you have not received the package, or if you received notification by customs that your package was on hold or returned to sender, please open a ticket and we will take care of your request promptly.
54) What happens if I receive an incomplete order?
If something goes wrong with the shipment we will resend another package at your request.
55) I received my order, but some of the products were damaged and unusable, what do I do?
We do our best to package products as securely and carefully as possible to prevent possible damage. However, in rare cases, unusually rough handling by postal services can cause problems. If you receive a product that is unusable due to damage, please take a clear picture of the damaged, send it to us and we will replace the damaged item.

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