1) 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 mail you a new password. If you don't receive that e-mail within a few minutes,...
2) 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.
3) Can I see my previous orders?
Log into your account page. Clicking on the "My Account" link will take you to a list of your past orders and their status.
4) How do I delete my account?
If you want to delete your account, please leave a ticket for this issue. Our team will delete your account as your request.
5) 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 aga
6) Any risk of payment to be seized
Never. Even if a transaction is suspicious, the funds will be returned to the sender.
7) What does it mean 'Payment in Progress'?
It means our payment teams are working on your payments to receive
8) 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.
9) What is the minimume amount for bank wire transactions?
Minimum payment requirement is $500 for bank wire transactions.
10) Do you accept Euro, Pound, or any other currencies?
You can select which payment method you want to use on your order at "Currency" drop-down menu.
11) What happens if the transactions & payments canceled ?
You can either take your funds back, or follow the manager 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 creating a ticket.
12) How do I know if my money transfer has been received?
Your order status will be updated to paid/processing. With Bank Wire we will update your Payment Order to Accepted.
13) My payment is cancelled. What do I need to do?
There can be many reasons why your payment did not come through. The manager 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 in your account page. 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.
14) How long would it take to accept my WU &MG payments?
Please allow up to 3-4 business days to proceed your payment and an additional 2-3 days for processing of shipment. If you have any questions or concerns, please create a ticket and contact our Billing Department.
15) How do I pay by Western Union, Money Gram, or Wire Transfer?
Please register at our website. Start placing your order. Depending on the payment method you select during checkout, the website will provide you with 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 in 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 in your account page. A new Payment Order will be created and saved in My Wallet. It will contain all the necessary Bank Wire directions.
16) Which payment methods do you accept?
Osgear accept, Western Union, Money Gram, Bank Wire , BTC, Etheruem, And we do not accept credit card as payment method at Osgear.
If there is anything you have questions about concerning this, please don't hesitate to contact our billing department and we will gladly assist you.
17) 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 junk mail folder or spam folder. Some e-mail programs may mistakenly misroute confirmation e-mail. We recommend that you add OSgear as a safe sender to ensure proper e-mail delivery. Please contact our customer care department in case you of not receiving order confirmation email.
18) What about if products are out of stock after placed an order?
Osgear inventory is real-time. So any item you see on the site is in stock. In the rare instance that 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 until it ships from our warehouse.
19) 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 in your account page. If you have not received a shipping confirmation email, please check your Junk Mail, 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.
20) What about if I request a change on my order?
It is only possible to make a change to your order within 1 hour of placing it. You must immediately contact our customer care department (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.
21) How can I cancel my order?
If the payment information has not been submitted to your order, you can delete the order in your account page. If you paid the order and submitted the payment information, you must immediately contact our customer care department. 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 agency.
22) How can I check my order status?
When you log into 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
23) How long does it take to my order be processed?
We ship all orders within 2-3 days if the funds are picked up. We do not ship on weekends or holidays. Please allow 3-4 days to process your payment (excluding Sundays).
24) Will you confirm my purchase?
After you place your order online, you should receive a detailed order confirmation e-mail. If you don’t receive that e-mail within a few minutes, please check your junk mail folder or spam folder. Some e-mail programs may mistakenly misroute your confirmation e-mail. We recommend that you add osgear.is/ws as a safe sender to ensure proper e-mail delivery. Please contact our customer care department in case you still do not receive order confirmation emails.
25) 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 page, please write to our customer care department.
26) Is there a minimum order?
There are no minimum or maximum order quantities for any product. You may wish to place a small order first, to check our products and service.
27) 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 discount prices.
28) Why isn’t my tracking number working?
Depending on where you live, the shipping company may be slow at updating or it won't update until it clears the customs in your country.
29) My package is stucked and not moving any more, what should I do?
Allow us 4-6 weeks before asking us to reship.
30) I received a different product that I havent ordered
On occasion items that you order may be out of stock. When it happens, we may substitute a product that is the same and ship it to you. We will contact you immediately and review your options. You can help by giving instructions on dealing with back-orders by contacting Customer Service Center at any time.
You will not be charged for any item until it ships from our warehouse.
31) I only received part of my order so far, why is that?
Depending on what you ordered, your order may be shipped in more than one package and from different locations/countries. Parts of your order may be shipped with a different package number 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 page.
32) Why does my order show Semi-shipped?
We ship from many locations in different packages. Please allow us time to fully update your order status.
33) 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 Center. We will work hard to figure out what caused the delay and send your order to you quickly
34) Why has my order not been shipped yet?
On occasion, some items in our store may be temporarily out of stock. If you have ordered multiple items with different availability, 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 Center at any time.
35) 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 log into 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.
36) My tracking number status is - Origin Post is Preparing Shipment
It almost always says that right up until the package gets delivered to your door or at least clears the customs. Allow your regular mail package up to 2-3 weeks and if the status does not change contact our Customer Support. If the package was shipped Express and you still did not receive it within 1 week from the shipping date please contact the Customer Support as well.
37) 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 - $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)
38) 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 transmitted to the fulfillment center. We strongly recommend you double check your order information before submitting the order. Any mistake may cause the non-delivery of the product (since the package can't be returned to sender)
39) 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 care department. 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 agent.
40) 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.
41) How is multiple packages delivery managed?
Depending on what you order, your order may be shipped with more than one package and from different locations/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.
42) Do I need to sign for my package?
Yes. Most of our shipments contain valuable items and require a signature upon delivery. If you will not be home to accept delivery of your product, consider shipping your product where someone you trust will be able to sign for your package. For your convenience, you may prefer to have your order delivered to your office address. If you choose this option, please include the name of your business in the address. Please note, if you choose this option, goods may be left with reception or the Mail Room.
43) Do you ship to P.O. Box addresses?
We can ship to all P.O. Boxes with no problem
44) If I place an order, how long does it take to receive?
We ship all orders within 2-3 days if 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 check out, 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.
45) How do you wrap your packages?
All our packages are carefully and discretely wrapped in order not to give any indication about the content
46) 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.
47) From where are the orders sent?
Depends on where you are located, and which product you order. We will ship your orders from one of our worldwide facilities. We ship most of the products from India and Europe.
48) 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, using Osgear.WS/IS, and submit a ticket. Please attach 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.
49) 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.
50) 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 us and submit a ticket at osgear.is/ws. These terms must be agreed upon, in checkout, to place your order.

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 europe , Only we can give 100% delivery insurance for Europe sections.
51) My order was returned to you by the shipping carrier. What happens next?
Please send us a ticket and we will investigate the issue promptly.
52) I missed my package delivery (nobody was home to sign for the package).
The post office will usually keep your package for 2-3 weeks 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.
53) Can I return package to sender?
No you can not return any packages to our shippers, for more questions do not hesitate to create at ticket
54) 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.
55) What will tracking number status say if a package has been seized?
Tracking number status will not tell you if it has been seized. Allow your package 2-3 weeks (about one week for Express package) from the shipping date and if the tracking number status does not change contact our Customer Support.
56) 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 send us a ticket and we will take care of your request promptly.
57) What happens if I receive an incomplete order?
If something goes wrong with the shipment we will resend another package at your request. Please submit a ticket if you wish to request one.
58) 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 occurrences, 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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