The safety of our employees, clients, and community is always top of mind. In light of COVID-19, we have taken additional steps to prevent the spread of germs both inside and outside of our facilities such as, increased cleaning and disinfecting, work from home and spatial distancing, and other measures in line with recommendations from the World Health Organization (WHO) and Center for Disease Control (CDC). As a company, we will continue to follow local, national, and global policy to do our part in fighting the spread of disease. For more information on COVID-19, please click here.
UPDATE AS OF JULY 28:
A lot of you have been asking about shipping delays and are waiting on responses from our Client Services team.
We're working hard to get your packages out safely. We are prioritizing safety over speed to protect our employees, clients, and community. We are so happy that you trust oVertone to be a bright spot in your day and want you all to experience it for the first time or tenth time as quickly as possible.
Safety is a priority for everyone, and your active support in our slowing down helps us use best practices across our facilities and partners.
What that means:
Most orders will process within three to five business days! However, due to social distancing and safety precautions, some orders may take up to 7 business days to process.
Mail delivery services are delayed to ensure safety of workers and recipients, and prioritize needs of essential workers
As a result, delivery of your package will take extra time.
We hear your questions about shipping and order tracking. Some resources that may help:
TRACKING: All orders placed after 4/9 come with free Route visual tracking, so you can keep track of its progress through email or the Route App. You can also purchase premium shipping insurance at checkout through Route+ if you're concerned about porch pirates!
SPEED: How fast your package will get to you depends on where you are, shipping method chosen, and product availability.
CHANGE OF ADDRESS: Some clients have changed locations with the precautions taken around COVID-19. Once your order is packed, we cannot adjust the address where it is going. Please check your order to make sure you’re still at the address where your package is headed!
RETURNS: We have launched a new system to help with returns. Please visit returns.overtone.co with your order ID and zip code to begin the process. Most returns will be approved right away, while some may take up to three weeks.
A note on the Client Services Requests received to date:
Our Client Services Team is working diligently to prioritize and answer questions based on urgency across all platforms. Thank you so much for your patience while we work to get answers out to everyone who has asked a question, as we want you to be able to enjoy your oVertone as quickly as possible!
Thank you thank you thank you for your patience during this time.