FAQ - OHAANSZ

FAQ - OHAANSZ

 1.    What is OHAANSZ?

OHAANSZ is an online Multivendor market platform service that brings you the best of online retail from around the world. We provide you the ability to purchase products from stores anywhere in the world and have it delivered directly to your doorsteps. We the OHAANSZ Life Trading LLC registered in UAE and India is proud to be the partner for reliable Organic, Herbal, Ayurveda, Aloevera & more, Natural Sustainable, Zero Chemical (OHAANSZ) certified Products around the Globe. We are dedicated to bring quality, Health and safe products for people’s everyday needs. Through a unique partnership between companies and consumers, OHAANSZ brings together Suppliers, Manufactures, Sellers to promote and advance the health and wellbeing of people, animal, plants and planet. We want to provide a hassle-free and give you the best experience possible at an affordable price.

2.    Why can't I register for a ohaansz.com account?

You must use an available email address that is not associated with another account

Please clear the cookies of your browser or use another browser to register; 

Please check whether the registration email is in your spam folder.

3.    Why can't I login to ohaansz.com?

Your account may have been closed due to a violation of the terms and conditions of the platform;

Clear your browser's cache or use another browser;

Please check whether CAPS LOCK is on and make sure that there are no spaces in the password. If you forgot your password, please click forgot your password to change your password.

4.    How do I remove items from my cart?

You can view your shopping cart by clicking on the ‘CART ICON’ on the top right corner of your web page

On each item in the cart, you will see the ‘Remove’ label in the bottom right corner of the item. Click to remove it from your cart.

5. What should I do if I accidentally created a seller account?

If you attempt to shop using a seller account, the system will display an error message. Please use another email to register for a buyer account.

7. How do I register for another account using the same email

Unfortunately, you can only register for one account using the same email.

8.  How do I change my user name?

In the upper right corner of the homepage, click on My Account - Account Settings; Enter a new user name and click Save Changes;

9. How do I change my password?

In the upper right corner of the homepage, click on My Account - Account Settings;

10. How do I unsubscribe from emails?

Enter your email address and follow the link sent to your email to unsubscribe. Please note that you will still receive subscription emails you have explicitly opted receive. You will also still be sent messages about your orders, and other related information.

11. How long will it take for an order to be delivered?

The products listed on the website are sourced from international merchants and are usually not stored in any of our distribution centers. Delivery times can vary based on the seller and various other reasons (public holidays, country of origin, etc.). They are calculated based on how fast the merchant usually delivers the item to our hub, and transit times from our international hubs to your country. We try to provide our best estimate of an item's estimated delivery date when you add an item to your cart. You can also filter our products by delivery estimate depending on how quickly you need it. Some of our items have an "Expedited Delivery" option, which means that they will usually be delivered faster than regular items for an additional fee. You can see the delivery estimates and fees by adding an item to your cart.

12. How are orders placed on OHAANSZ delivered to me?

All orders placed on OHAANSZ are dispatched through our own courier service - OHAANSZ Logistics or through other logistic partners such as FedEx, DHL, Aramex Etc.

13. Can I self-collect the items?

To keep our operation running as efficiently as possible, we send all your items directly to the courier. You will get an SMS as well as an email with the courier's name, phone number, and tracking number. Here in UAE, packages are usually delivered within 24 hours after they are dispatched to the courier and 3-4 days to other countries. Most couriers have an option for you to collect your package from their offices or arrange for self-collection if you are in an area where the courier does not have a service.

14. Can I track my order?

You can see the exact location of each item in your order from your order details page. Click the "Order Details" button on your orders page for more information.

15. Are the prices final?

Our goal is to provide the most affordable way to shop online, and we try to give you the lowest price that we can provide. The prices listed on our site are final; however, they are subject to change based on the sellers' pricing. Sellers may lower or raise their prices at any time. Also, if your item exceeds a courier’s standard dimension or weight, they may charge an additional fee. We will communicate this with you before we charge your order.

16. What products can I purchase?

You can purchase almost all of the items that are listed on our website. Just search for something you are looking for! While we try our best to filter items that are prohibited in your country, it may not always work due to the millions of items that are shown from various merchants. Please check your country's customs and import regulations before placing an order. If we are unable to ship an item listed on OHAANSZ due to international shipping regulations, customs regulations, or other reasons, we will cancel your order. Our trained staff reviews each order and will let you know if there are any issues before/after you are charged.

17. How do I see product reviews?

Search for the product of your interest and click on it to view the product page. Scroll down the page to find the ‘Reviews’ tab or click on the floating “Reviews” button to view all buyer reviews for the related product.

18. Where do the products come from?

Most products listed on our website are sold by other online retail stores. Some from the UAE, others are from international merchants from the US, UK, Japan, Swedan, Africa, Spain, Newsealand, Belgium, Hungary, Thailand, Indonasia, Srilenka,  and India. We currently focus on showing the items from other online retailers as well.

19. How much does delivery cost?

We have a flat AED 21 delivery charge for all orders below AED 300. If your order is AED 300 or above, your order is delivered for free within the limit of UAE! You can see the final cost of your order after adding an item to your cart. If the item you have ordered is oversized, an extra shipping charge may apply. If your item exceeds a courier’s standard dimension or weight, they may charge an additional fee. We will communicate this with you before we charge your order.

Please see below for other countries' flat rate delivery charges:

• KSA - SAR 25
• India - ₹99
• Jordan - JD 5.00
• Bahrain - BD 2.500
• Kuwait - KD 2.500
• Qatar - QAR 25
• Lebanon - $7.00
• Oman - 2.500 OMR
• UK - £5.00
• Singapore - 10 SGD
• Egypt - E£ 100

20. What if there is a problem with my order?

21. Can I cancel orders that have already shipped?

You can cancel your order until we have prepared the items and charged your card (usually within 24 hours from placing the order). Orders cannot be canceled after they are prepared for shipment. In the case of returning an order; the shipping fees (if any) cannot be refunded.

22. When will I receive my refund?

The amount will be debited into the original account you used to purchase the order.

For card transactions - the refunded amount will be debited to the same card used to purchase the order. For bank transfer and cash deposit - refunds will be processed in the form of store credit. Be advised that refunds may take 5-10 business days to show up on your statement depending on your issuing bank. Bear in mind that we cannot issue a refund to a different card. If your card is already expired, please contact your bank institution for further information.

23. If I cancel the order, does the refund include the coupon's discounted amount? 

If you cancel an order, the refund amount will be based on the amount you paid. 

24. Why do I see a $1 charge when I entered my card details?

When someone attempts a payment, we send over a request to your issuing bank for either a $0 or a $1 authorization (different banks permit different amounts) to verify that the card is issued and the bank will allow it to be authorized. Regardless of whether or not the authorization is declined, we reverse our authorization request immediately. If the bank declined the authorization, some people may still see an authorization for $1 on their credit card statement. The important thing to remember is that this is not a charge, and it will disappear from your statement. Depending on the bank, it will be removed from your statement in anywhere from a few minutes to a few weeks.

Tags: charge, multiple charge, 1$ charge, 3.7 AED charge

25. Why does my payment need to be verified after I have successfully paid?

International credit card fraud happens frequently, and additional verification can help to protect both customers and merchants. All payments on OHAANSZ go through a verification process: our system will automatically detect any unusual behavior. We just want to try our best to provide a safe paying environment; we thank you for your understanding. 

26. Why was the wrong amount deducted from my account?

Please contact your card issuer to double-check. In many cases, the money is refused or held by the bank. If your payment was transferred incorrectly or twice, please contact our Customer Service Team and provide an official bank statement. 

27. Why was my credit card payment declined?

All payment processing is handled by an independent secure payment processor.

Payment may be declined for various reasons; please check the following points and contact your credit card issuer for further help:

·         insufficient funds

·         card has been reported as lost or stolen

·         card has expired

·         card has not been activated

·         card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet)

·         3-D Secure (MasterCard SecureCode or Verified by Visa) has not been activated

·         credit limit reached

28. Can I pay with cash on delivery?

We do support cash on delivery on certain products (only for UAE) and below are some of the terms:

Verification will be required for first time COD requests by phone calls or emails.

Please double check your phone number listed as you may receive a verification call. Your order may be canceled if we are unable to reach you.

You can place a maximum of AED 1,000 unfulfilled COD orders at any given time.

Not accepting delivery may result in loss of COD privileges on your account.

Coupon code for discounts is not valid for COD orders.

You can also pay through cash on checkout, as we support payments through any of our partner banks.

Customers can pay with cash either by (a) depositing cash in a bank's cash deposit machine or (b) doing a bank transfer to any of our UAE bank accounts.

These options are available on the payment section of the checkout page:

Once the deposit or transfer is made, just add the reference number and the transaction amount for faster verification.

You can optionally upload a screenshot, or picture of your deposit slip.

We will process the order once your transaction has been verified which may take up to 24 working hours.

Please note that COD, cash deposits & bank transfers can only be refunded as store credit when refunding.

Currently, bank transfers and cash deposit options are only available in the UAE.

The availability of COD is subject to OHAANSZ's discretion.

29. I have a quotation request or inquiry for a business purchase

To request a quotation for wholesale purchase, you can reach out to us at contact@Ohaansz.Com with your inquiry. Please send an email along with the quantities and product Ids for your requested items.

30. Are all items in stock?

We try to show you the most up-to-date information on availability that we have obtained. However, as all items are sourced from third-parties, items may become unavailable in a short span. We will definitely inform you if one of your items is out of stock.

31. How are prices calculated?

The prices shown to you include the total price of your purchase including the item cost, any customs charges as well as shipping and handling charges. We show you the total cost that will be charged to you. But if there may be changes, we will communicate this with you before we charge your order.

32. How long will take for an order to be delivered?

The products listed on the website are sourced from international merchants and are usually not stored in any of our distribution centers.

Delivery times can vary based on the seller and various other reasons (public holidays, country of origin, etc.). They are calculated based on how fast the merchant usually delivers the item to our hub, and transit times from our international hubs to your country. We try to provide our best estimate of an item's estimated delivery date when you add an item to your cart. You can also filter our products by delivery estimate depending on how quickly you need it. Some of our items have an "Expedited Delivery" option, which means that they will usually be delivered faster than regular items for an additional fee. You can see the delivery estimates and fees by adding an item to your cart

33. Can I cancel an order at any time?

You may cancel an order any time before the item is delivered to the international shipping carrier. Due to unpredictable nature of international shipping, once an item is handed over to a shipping carrier, it's difficult for us to intercept it. Moreover, international shipping is expensive and involves many customs fees. Therefore, we recommend you not to cancel the order after we deliver an item to the carrier. Otherwise, you'll need to pay round-trip shipping fees on the item and possibly customs duties and fees.

34. How Can I Change My Shipping Address?

By default, the last used shipping address will be saved into to your Sample Store account. When you are checking out your order, the default shipping address will be displayed and you have the option to amend it if you need to.

35.  How Do I Activate My Account?

The instructions to activate your account will be sent to your email once you have submitted the registration form. If you did not receive this email, your email service provider’s mailing software may be blocking it. You can try checking your junk / spam folder or contact us at contact@Ohaansz.Com

Steps to Activate your account

• Click on Login/Register Button
• Click New Account
• Provide all mandatory details
• Register your Account
• 36. How Do I Cancel My Orders Before I Make A Payment?
  
  

After logging into your account, go to your Shopping Cart. Here, you will be able to make payment or cancel your order. Note: We cannot give refunds once payment is verified.

37. How Do I Make Payments Using Paypal? How Does It Work?

Paypal is the easiest way to make payments online. While checking out your order, you will be redirected to the Paypal website. Be sure to fill in correct details for fast & hassle-free payment processing. After a successful Paypal payment, a payment advice will be automatically generated to OHAANSZ.com system for your order. It's fast, easy & secure.

38. What Are The Payment Methods Available?

At the moment, we only accept Credit/Debit cards and Paypal payments.

39. Can I Pay Using Paypal Without A Paypal Account?

Yes! It is commonly misunderstood that a Paypal account is needed in order to make payments through Paypal. The truth is you DO NOT need one, although we strongly recommend you sign up to enjoy the added ease of use.

Without a Paypal account, all you need is any Debit/Credit card stated below that is supported by Paypal. By using Paypal, we can process & deliver your orders to you in a shorter time. Paypal is the easiest & most secure way to make payment online. No account needed.

40.Why Must I Make Payment Immediately At Checkout?

Sample ordering is on ‘first-come-first-served’ basis. To ensure that you get your desired samples, it is recommended that you make your payment within 60 minutes of checking out.

41. What Happens If There's Been A Delivery Mishap To My Order? (Damaged Or Lost Delivery?

We take such matters very seriously and will look into individual cases thoroughly. Any sample that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at contact@Ohaansz.Com  (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1.   In the event of damaged samples received, we will require photo proof of the affected samples and your D.O (Delivery Order) in order for us to investigate and review before a decision is made to re-send the sample to you at no cost, subject to availability. In light of this, any sample that falls into this category should not be thrown away before taking photo proof and emailing the photo to us at contact@ohaansz.com

2.   In the event of lost mail, we will try to locate the delivery team in and if there's a clear indication that your order is indeed lost, we'll re-send the order to you at no cost, subject to availability.

42.  What Happens In The Event Of Unsatisfactory/Expired/Wrong Product/Missing Item or Product?

We take such matters very seriously and will look into individual cases thoroughly. Any products/item that falls under the below categories should not be thrown away before taking photo proof and emailing the photo of the affected sample and your D.O (Delivery Order) to us at contact@Ohaansz.Com (if applicable).

We regret to inform you that no refunds will be given for orders that fall under the below categories.

1. In the event that the product/item you've received is unsatisfactory in any way you perceive, we will require photo proof of the sample and your D.O (Delivery Order) as well and you may be required to send us back the sample for close inspection and review before a decision is made to re-send a sample to you at no cost, subject to availability. The postage cost will be credited back to your account after we receive the returned item.

2. In the event that you receive an expired product/item, we will require clear photo proof of the product/item and its expiry date for close inspection and review before a decision is made to re-send a product/item to you at no cost, subject to availability.

3. In the event that you've received the wrong product/item, we will require photo proof of the wrongly sent product/item and D.O (Delivery Order) and after reviewing; we'll re-send the correct sample to you at no cost, subject to availability.

4. In the event you've received your order with a missing product/item, we will require you to email us a clear photo proof of your D.O (Delivery Order) to contact@Ohaansz.Com and after which, kindly give us a call at +971581694333 and our customer service agent will attend to you to find out more before a decision is made to re-send the missing product/item to you at no cost, subject to availability.

43. I am Having Problems Accessing Sample Store. Some Of The Page Look Weird. Am I Using The Right Browser?

As ohaansz.com uses some of the latest graphics designs which may not be supported in lower version of browsers, it is recommended that you use the following browsers to access Sample Store:

1. Microsoft Internet Explorer Version 10 onwards.

Download the latest Microsoft Internet Explorer at: http://windows.microsoft.com/en-us/internet-explorer/download-ie

2. Mozilla Firefox Version 10 onwards.

Download the latest Mozilla Firefox at: https://www.mozilla.org/en-US/firefox/new/3

3. Google Chrome Version 12 onwards.

44. The item I received doesn't match the description.?

l Please submit the service form within 7 days of receiving the package and attach clear pictures of the item, the outer packaging (all sides), and the shipping label. If you record an unboxing video, you must provide a link to it. This will help facilitate processing your problem. To access the service form, go to: My Orders > Completed Orders > Dispute > Aftersales > Disputes > Apply.

45. What if I don't receive my item on time?

We recommend first to check the shipment status of your item. If the item wasn't delivered by the promised delivery date, you may contact our customer service for a refund. At present, our commitment is that in all countries and regions, items must be delivered to the customers within 60 days of shipping (Exceptions: national and international holidays). If the seller promises a shorter shipping time on the product page, the seller's promise overrides ours. If there is a problem with the item during transit, you can contact our customer service. If you do not receive your parcel after 60 days, please contact Customer Service for support within 30 days past your estimated delivery date. Claims made after this 30-day deadline will not accepted.

46. How are customs duties and import taxes handled?

All cross-border shipments are to pass through the customs clearance. The customer is responsible for all customs duties and import taxes. Customs duties and taxes vary in different countries.

47. After I place an order, when will the seller ship my item?

Your order will be shipped within 7 days after payment. Once your item is shipped, we will send you the tracking number and the shipping confirmation. You can track your package from the order details page.

48. What if my item is subject to customs duties and VATs when it enters my country?

If your item incurs customs duties or VATs when it enters your country, you should pay them unless the seller has indicated that they will pay them. If your refusal to cooperate with the customs clearance or refusal to pay customs duties leads to an item not being delivered, you are responsible for paying the round-trip shipping costs and customs duties. If you request are fund, we will deduct the above-mentioned fees from your refund.

49. How do I pay VATs?

The payment method may vary for different countries, regions, and logistics arrangements. Usually, shipping companies and our logistic partners will let you pay cash on delivery or pay the local customs directly using the tax number. The postal service may issue an official customs link for you to pay online or require you to pay in person at your local post office. If you have any questions, you can contact our customer service agent.

Note: In some countries and regions, the logistics association will pay the customs duties or VATs in advance and then charge you when your item is delivered. If you refuse to pay custom duties, we won't be able to exempt you from the tax, and you'll need to pay the round-trip shipping fees.

50. Why has my order been suspended?

When an order is suspended, we will send you an email detailing the reason.

You can also check the reason for the suspension from your account: My Orders > Check Details

You can check suspended orders through Suspended Orders.

51. I would like to be a seller on your website, how do I sign up?

Our OHAANSZ family is growing and we would love for you to be a part of it!

Register on the Partners hub.

Add your store currency.

Upload required documents such as ID and trade license.

Add a payout method to get paid.

Read and accept our terms and conditions and other required policies

We will verify and approve your documents within 48 working hours.