Orders & Returns

Everything you need to know about placing orders, tracking shipments, and requesting returns on OpenDay.

Placing an Order

When you find something you love during a live stream or while browsing a seller's shop, just add it to your cart and check out. Here's what happens next:


  1. Checkout — You'll complete payment securely through Stripe. You can pay with credit/debit cards and other supported methods.
  2. Order confirmation — You'll receive a confirmation email with your order number and a summary of what you purchased.
  3. Seller notification — The seller is notified immediately so they can start preparing your order.

If you bought from multiple sellers, you'll receive a separate order for each seller. Each order ships independently and may arrive at different times.

Shipping

How shipping works

OpenDay sellers handle their own shipping. When you check out, you'll see a shipping price calculated based on your delivery address and the size/weight of your items. Some sellers also offer free shipping — on orders above a certain amount.


If you're ordering multiple items from the same seller, they'll typically be bundled into one shipment, which can save you money on shipping.


Estimated delivery

Delivery times depend on the seller's location, your shipping address, and the carrier used. Most domestic orders arrive within 3–7 business days after the seller ships. You'll see an estimated delivery date on your order details page once tracking is available.


Tracking your order

Once the seller ships your order, you'll receive a notification with a tracking number. You can track your package at any time from your Orders page. Tracking statuses include:


  • Processing — Your order has been placed and the seller is preparing it.
  • Shipped — Your package is on its way.
  • Out for delivery — Your package is with the carrier and will arrive today.
  • Delivered — Your package has been delivered.

If your tracking shows an issue (like "return to sender" or "delivery failed"), reach out to the seller first through your order — they can help coordinate a resolution or reship your order.

Returns & Refunds

Return policies are set by each seller

OpenDay is a marketplace, and each seller manages their own return policy. Before purchasing, we recommend checking the seller's shop page or product listing for details on:

  • Whether returns are accepted
  • The return window (e.g., 14 days, 30 days)
  • Any conditions (e.g., items must be unused, in original packaging)
  • Who pays for return shipping

How to request a return

  1. Go to your Orders page and find the order you'd like to return.
  2. Contact the seller directly through the order to discuss the return.
  3. If the seller approves, they'll provide instructions on how to send the item back (and may provide a return shipping label).
  4. Once the seller receives and inspects the returned item, they'll process your refund.

How refunds work

Refunds are processed back to your original payment method. Here's what to expect:


  • Full refunds — You'll receive the full amount you paid, including any shipping charges (depending on the seller's policy).
  • Partial refunds — In some cases, a seller may issue a partial refund (for example, if an item arrived slightly damaged but is still usable).
  • Processing time — Refunds typically appear on your statement within 5–10 business days, depending on your bank or card issuer.

You'll receive an email and an in-app notification when a refund has been issued.

Common Questions

What if my order never arrives?

If tracking shows your package was delivered but you didn't receive it, first check with neighbors or your building's mail room. If you still can't locate it, contact the seller through Messages. If the issue isn't resolved, reach out to our support team.


Can I cancel an order?

If the seller hasn't shipped your order yet, you can message them to request a cancellation. Once an order has shipped, you'll need to go through the return process instead.


What if I received the wrong item or a damaged product?

Contact the seller right away through the order. Most sellers will offer a replacement or full refund for incorrect or damaged items.


I bought from a seller who is no longer active. Can I still get a refund?

If a seller's account is no longer active, please contact our support team directly. We'll do our best to help resolve the situation.


Do you charge restocking fees?

OpenDay doesn't charge restocking fees. However, individual sellers may have their own restocking policies — check with the seller before returning.

Need More Help?

If you can't resolve an issue directly with a seller, our support team is here to help. Contact us and include your order number so we can look into it quickly.