FAQ

General Questions

DO YOU OFFER SPECIAL PRICES FOR BULK ORDERS?

Yes, if you’re looking at ordering quantities greater than 20, please contact us via our contact form for more information.

CAN I ORDER AN OLD PRODUCT ON OPENMR OR ANY OTHER PRODUCT THAT IS NOT LISTED ON YOUR SITE?

No. But you could sign up for the newsletter, if we ever offer other products you’ll hear about it there.

I DIDN’T CREATE AN ACCOUNT WHEN I ORDERED. CAN I CREATE ONE NOW AND ADD MY ORDER TO IT?

No. However, you can contact us and we would tell you anything that you want to know. We’re very quick about it too.

I CAN’T SEEM TO LOG IN TO MY ACCOUNT?

You may not have an account. In order to have an account, you have to make sure that the “create an account” tick box is ticked when you submit your order. If you confirm that you have an account and your password is not working, you can simply contact us via the contact form and let us know. We will get you a new password and things will return to normal soon.

I’VE SENT A MESSAGE BUT HAVE NOT GOTTEN A RESPONSE. WHAT SHOULD I DO?

People are often surprised at how quickly we respond. However occasionally, for various reasons, there will be an email or two which slips past us. Often it was put in the junk mail folder and we didn’t notice it right away. If it has been more than a couple of days since you’ve contacted us and you haven’t heard back (and it’s not because it’s the weekend) then please contact us again using our site contact form just to be sure it doesn’t also go to junk mail. We have never and will never intentionally ignore an email unless we think it has a virus.

Lastly, double-check and make sure your email address is entered correctly. Thank you for sparing your precious time.

WHAT CURRENCY ARE YOUR PRICES LISTED IN?

Our prices are listed in US Dollars. At our Europe store, the prices are in Euros.

Shipping & Delivery

I NEED MY ITEMS BY A CERTAIN DATE, CAN YOU GUARANTEE DELIVERY?

Sometimes yes, sometimes no. It really depends on a lot of circumstances. Please contact us via the contact form so that we can look into it for you. No promises, but we will do what we can.

CAN I CANCEL MY ORDER? DO YOU ACCEPT RETURNS?

Cancellations

We strive to ship orders as quickly as possible. If we are unable to cancel an order prior to shipping, a refund, minus shipping cost, will be issued upon receiving the returned product. The terms and conditions as per the Returns policy mentioned below will apply.

Replacements

If you are experiencing an issue with your product, please contact us as we would be happy to assist you with troubleshooting and/or replacement of the item. 

If the item you have received is defective or damaged, contact us at the first time and provide photos or a video of the defective or damaged item in 7 days. In this case, after our check, we can give you a full refund.

If the item you have received differs completely from the one you ordered or you got a non-compatible item with your device (the original description of the item on our site is wrong), please do not hesitate to contact our customer service and to provide us with the following proofs in 15 days:

Photos or a video of the incorrect item;

Photos or a video showing the problem that occurred with this product.

For the incorrect item or non-compatible item, if you are able to find a use of it or prefer to keep it, you may suggest that to us and we will offer you a certain discount for buying it.

Returns

As we sell hygiene products, only unopened items in the original packaging are eligible for return. Only items that have been purchased directly through openmr.com can be returned. We cannot accept returns or exchanges for purchases through other outlets e.g. Amazon.

Additional non-returnable items:

– Downloadable software products

Please notify us of your intent to return within 7 days of receiving your item. You can submit your request using our contact form. Kindly include your order number and the reason for returning the product. Please do not send your purchase back to us without prior notice.

Returned products should be clearly marked as a ‘Product Return’ so that no re-entry import tax is necessary. We reserve the right to reject shipments with import tax due.

Refunds (If Applicable)

Application process

If you have any issues with your product, please contact us at openmr@openmr.com.

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If approved, your refund will be processed through the original method of payment. (The refund process will be completed in about 7-14 business days, depending on the bank or credit card issuer.)

Late or Missing Refunds (If Applicable)

If you haven’t received the refund yet, first check your bank account again. And then contact your credit card company, it might take some time before your refund is officially posted.

Next, contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us via the contact form.

Packages returned due to an insufficient/incorrect address, the customs bill not paid or the package not collected may also be refunded, minus shipping fees and other costs that may have incurred as a result of the return e.g. customs tax, duty, and storage charges.

WHERE ARE YOU LOCATED AND HOW DO YOU SHIP?

Our fulfillment centres are located in the US, Europe, and Asia. Orders are shipped from one of these centers depending on whose stock is available. Delivery times as mentioned on the websites are guidelines only.

HOW LONG DOES DELIVERY TAKE ONCE MY ORDER HAS BEEN SHIPPED?

Please refer to our shipping page for more information.

WHY HAS MY PACKAGE NOT ARRIVED YET?

Please refer to your tracking number first to check if the package has reached your destination country. In some cases, an International tracking number may be used on your countries own postal courier website, where might provide more information.

Hygiene

HOW SHOULD I CLEAN THE PU LEATHER MATERIAL?

We recommend alcohol-free antibacterial wipes or spray to wipe down the foam/covers. For a deeper clean, you may want to look into using an alcohol-based solution, but this should preferably be done overnight and not just before you’re going to pass the headset on to the next person as to prevent an adverse skin reaction.

HOW SHOULD I CLEAN THE COTTON COVERS AND VELOUR FOAM?

Our fabric products are all designed to be machine washed. We suggest using the cold setting (30c) and air drying (don’t tumble dry).

More Questions?

openmr@openmr.com