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1. How to place order
2. Do I have to register for placing an order?
3. Can I place the order on the phone?
4. Why do I need to provide my e-mail address and phone number?
5. Do you accept orders outside of the US?
6. Does your shipping fee include all taxes, duties and brokerage fee if my shipping address is outside of the US?
7. How can I know if my order got through?
8. Having trouble entering an APO or FPO address on our order form
9. I found I entered a wrong address after order submitted. How can I correct it?
10. How can I add/remove/change item(s) in my order?
11. Why there's a handling fee in my order?
12. What is payment method?
13. What Is My Billing Address?
14. Do you accept check?
15. I received an email from my bank right after I placed my order. Does it mean you have charged my card?
16. Why was my credit card declined?
17. How to use paypal?
18. I have entered my credit card on the right side for one time payment of paypal, why was my card denied?
19. How is the amount of tax determined?
20. I have a tax exemption, how can I have the tax waived from my order?
21. What can retailer purchase tax exempt?
22. Can I get a discount?
23. I received a coupon code from your email/ forum/packing slip, how can I use it?
24. I received a coupon code from my last order, but when I enter the coupon code, it does not work.
25. I have registered but forgot my password, how can I do?
26. Opentip Rewards
27. I have a question about the product
28. Do you customize products?
29. How do I send my artwork?
30. I want to place a large quantity, can I have a sample before I submit my order?
31. How can I add/remove/change item(s) in my order?
32. When will my order arrive?
33. Can you do Expedite shipment?
34. How do I know if the product is in stock?
35. I see the product marked out of stock/discounted, how can I know the restocking date?
36. What happens if an item is backordered?
37. What is the shipping fee of the products I would like to order?
38. Will I be charged additional shipping fee after I place my order?
39. What carrier do you use for shipping?
40. I live locally - can I pick up my purchase from your Needham Heights location?
41. I add multiple items to cart but find the shipping fee is higher than I expect, can you reduce the shipping fee?
42. Can I use my shipping account to ship my order?
43. Can I get free shipping?
44. Do you accept purchase order?
45. Is interest charged or are there any fees for purchase order?
46. If I cancel my order, will I be charged any cancellation fee?
47. I forgot my order number, what should I do?
48. How do I check the order status?
49. How do I track my package?
50. My order shows processed. Does it mean my order has been shipped?
51. What if the tracking number shows delivered but I haven't received my package?
52. My order has been shipped by truck, what should I prepare for the delivery?
53. How to cancel my order?
54. If I cancel my order, will I be charged any cancellation fee?
55. If I cancel my order, when will you refund my credit card/ Paypal?
56. I only receive part of my order, how can I do?
57. How to return/exchange?
58. How can I get credit after return?
59. What payment method I will get my credit after return?
60. The packages arrive damaged/defective.
61. What if I receive a duplicate package/wrong items/extra items?
62. I want to be your reseller. How can I register?
63. The total amount has been changed, how can I get an updated invoice for my order?
64. Will an invoice arrive in the box with the products we order?
65. I see a charge from Opentip in my bill but I can not remember.

Place Order:

1. How to place order

Feel free to place your order online. First you need to register. Add the item to cart and check out. Fill in your billing address, shipping address and payment information, then review the order. After submitting successfully, you will find the order number on the page.

2. Do I have to register for placing an order?

Yes. Registration is required when placing an order.

3. Can I place the order on the phone?

We encourage our customers place the order online directly. It is very fast and convenience. Placing the order on the phone may cost you 20mins to 30mins since we need times to confirm all the information. If you have any additional request to the order, please leave your note in the comment box after checkout.

4. Why do I need to provide my e-mail address and phone number?

We will send your order confirmation and any updates in e-mail. And the shipping companies require a phone number in case there is a problem delivering your order. We will not under any circumstances sell or release your information to anyone without your consent.

5. Do you accept orders outside of the US?

Yes. We accept orders internationally.

6. Does your shipping fee include all taxes, duties and brokerage fee if my shipping address is outside of the US?

Almost all international shipments of merchandise are subject to import taxes. Many types of merchandise are subject to Customs Duty as well. Some countries require an "import license" or permit for all imported goods. Your Post Office should be able to tell you what fees and charges will be applicable when items arrive your delivery address. Any fee associated with customs, duties, tariff, or brokerage, if demanded by any carrier, during the course of import entry into the destination country is to be paid by the recipient of goods but not the shipper.
Please note that Opentip.com is not responsible for any taxes, duties or fees including brokerage fees and customs that are associated with any purchase.
The rate varies according to the custom policy of destination country. For details you need to contact your local custom department.

7. How can I know if my order got through?

After you submit your order, you will receive order confirmation in your emails. You can also login to see your orders.

8. Having trouble entering an APO or FPO address on our order form

Following these steps should help:
(1).City field: Enter "APO" or "FPO."
(2).State/Province/Region field: Enter the two-letter code for the region where the recipient is stationed. Typically, but not always, the code is "AE" for recipients stationed in Europe, Canada, Africa, or the Middle East; "AA" for recipients stationed in the Americas; and "AP" for recipients stationed in Asia or the Pacific.
(3).Country field: Always select "United States" from the drop-down menu regardless of where the recipient is stationed.

Following these steps will ensure that you're charged the correct shipping amount and that your order will be delivered in a timely fashion. All shipments to APO/FPO addresses are sent via U.S. Priority or First Class Mail. We estimate 5 to 7 business days for delivery once the order has been shipped; however, some destinations may take up to 21 days.

Please note that the following items cannot be shipped to APO/FPO addresses: Apparel, camera and photo items, cell phones and service, computers, most electronics items, hardware, housewares, kitchen items, outdoor living items, software (including games), and tools.

9. I found I entered a wrong address after order submitted. How can I correct it?

After you submit your order, you will receive order confirmation in your emails. By replying to the email, please provide us your correct address. Or you can visit order history and cancel the order. Then reorder with correct address.

10. How can I add/remove/change item(s) in my order?

If your order status has NOT been changed to processed, you can cancel your order by visiting order history. Then reorder with correct items.
Click the button Cancel Items . By selecting the items you would like to cancel with reasons, click Cancel Items . If you select all, your entire order will be canceled. If you select some of the items, those items will be canceled and removed from your order. Your order amount will be adjust when we collect payment.

11. Why there's a handling fee in my order?

For some items, usually small items, you will see a handling fee reminder in the item description. The rate of handling fee will be different for different item. It is charged because your order doesn't meet the minimum order total for that specific item. We will have to pass it through since we actually have small margin out of this kind of item.

12. What is payment method?

On-line orders can be placed using credit cards: Amex card, Master card, Visa card, Discover card and Paypal. You can also send us a check or money order, cash order by mailing address:
Opentip, 337 Reservoir St, Floor 3, Needham Heights, MA 02494.
Please contact us before you do a check or money order, cash order.

13. What Is My Billing Address?

Your billing address is the exact address on file with your bank or credit card company. It is also the address in which the bank or credit card company mails your monthly statements to.
If your billing address happened to be different from your delivery address, make sure you have changed it on the payment page. Your order will be declined otherwise.

14. Do you accept check?

Yes. If you want to send a check, please make it payable to "ATAFA" and mail it to the following address:
Opentip, 337 Reservoir St, Floor 3, Needham Heights, MA 02494.

15. I received an email from my bank right after I placed my order. Does it mean you have charged my card?

We will never charge your card until the order has been shipped out. That email merely indicates that we have obtained authorization to charge your card. It does not mean your card has been charged.

16. Why was my credit card declined?

There are many different reasons why your card payment may have been declined, but we are not informed of the exact reason.
Reasons why your payment may have been declined, include:
- Some of the card/personal details entered do not match the information held by your Card Issuer. Please make sure that the address given exactly matches that to which your card statements are sent and that other information given is correct.
- You do not have enough CLEARED funds on your card to cover the amount of the purchase.
- Your Card Issuer referred the transaction for an authorization code or further identity checks.
- Your card has been reported as lost/stolen and been cancelled by your Card Issuer.
- Your card has or is due to expire and has been replaced by your Card Issuer.
- Your card has recently been replaced by your Card Issuer but not yet activated.
- Your card cannot be used to pay for goods/services in a Cardholder-Not-Present environment (online/over the internet).
- There may be a problem with your Card Issuer’s authorization system if you are sure that none of the reasons above apply to your payment attempt, we recommend that you try again.
However, should the problem persist, please contact your Card Issuer (the phone number may be on the back of the card) to find out further information. After they release your card, feel free to place order online.

17. How to use paypal?

When you choose paypal payment and go to next step, you will be showed the paypal page. Either can you enter credit card on the right side for one time payment, or login to your paypal account if you already have one.

18. I have entered my credit card on the right side for one time payment of paypal, why was my card denied?

PayPal's process for accepting cards is more stringent and complicated. This process helps prevent the use of stolen and unauthorized cards. Since this process is very complex, it does occasionally affect valid cards. The denial of your credit card is not reflective of your credit worthiness. In cases where a valid card fails our system checks, we suggest that you try another credit card in the system, or go to www.paypal.com to create an account and then reorder.

19. How is the amount of tax determined?

Tax is charged for orders shipped to U.S. states, protectorates and territories where sales taxes are applicable. Items sent to APO / FPO military addresses are not subject to taxes. The amount of tax charged is based on current tax rates. Tax will be refunded for returned items.
Before placing order, you can check the tax rate which will be applied to your order through following procedures:
Add the items to your cart --enter your zip code--submit. You will see the tax rate in the total details.

20. I have a tax exemption, how can I have the tax waived from my order?

After you place your order, please fax your completed documents of your exemptions to fax number 267-295-2528, or email us the copy. One of our tax specialists will review your exemption information. Once approved, we will have the tax waived from your order according to your tax exemption. If your request is denied, we will provide the reasons and may request additional information.

21. What can retailer purchase tax exempt?

State law exempts items that are resold in the normal course of business. Items not normally resold in your business but purchased by special request may be taxed by our Web site. For these items, you may contact your state's Department of Revenue to request a refund of tax paid. Items or supplies used to run your business are taxable.
State and local tax rates are subject to change at any time

22. Can I get a discount?

Most of our products have the lowest price wherever you shop around to compare. Normally we do not provide additional discount.
For large orders, feel free to contact us for a quote.

23. I received a coupon code from your email/ forum/packing slip, how can I use it?

You can enter your coupon code on the left of the shopping cart page. Click apply. You will see the discount has been deducted from the total amount.

24. I received a coupon code from my last order, but when I enter the coupon code, it does not work.

After you place order, you will receive an email with 5% coupon code for ONE TIME USE in your next order. If you cancel the current order and place another one for the sole purpose of using this coupon, the discount will not be honored. The coupon code will be expired in 30 days after your current order.
Please make sure your coupon code is used in 30 DAYS after your last order, and your last order should be in status of SHIPPED.

25. I have registered but forgot my password, how can I do?

Click forgotten your password. By entering your email address which you registered, you will receive an email with new password sending to your email address. If you have not received the new password in your email box, please check your spam folder. Use the new password to sign in and change the password if necessary.

26. Opentip Rewards

You earn 5% from referrels when someone clicks through your personal link and completes a purchase.

If you genuinely like Opentip.com or the product, share it with your friends or social networks. If someone purchases it from your referral, you will get 5% reward from that order. The link you share here already includes the code to identify you as a referrer. You can log in to see how many clicks you generate and how much reward you have earned. Sharing great discovery with your friends is a good deed. They will thank you for that.

Please note:
  1. There's no limit to how many rewards you can earn
  2. If someone purchases it from your referral, You will get rewards after their purchase (after any discounts, gift cards, or other credits are applied) ships.
  3. When you post to social media sites from Opentip.com, your posts will be treated according to any preferences and/or permissions you may have set on those sites

Product Questions:

27. I have a question about the product

Click Have Questions? beside the model number (product code). You will be led to the link of contact us. We will reply to your email address when we get the answer.

28. Do you customize products?

Yes, a part of our products can be personalized, depends on the product character, quantity, personalized method. You will find the personalized information in the product options or the description. Click Have Questions? beside the model number to send us an email if you have any questions about the product.

29. How do I send my artwork?

You can choose any one following
1. Enter/Upload Artwork
If placing an online order, you can enter or upload your artwork directly into your sales order. Or you can click the button Get Quote & Free Artwork then enter you art or logo and request free artwork proof.
2. Email your Artwork
You can e-mail your artwork to art@opentip.com, also include imprint instructions and contact information so we may reach you if there are any problems with your art.
3. Fax your Artwork to 267-295-2528
If faxing your artwork, please enlarge your logo as big as possible for better reproduction.
We accept Adobe Illustrator .eps, .ai, .pdf files or high resolution (300dpi or greater) jpegs. We will produce vector art from your letterhead, business card, computer-generated or faxed artwork.

30. I want to place a large quantity, can I have a sample before I submit my order?

For our Promotional Products, you can see a button Get a Sample beside the Add to Cart button on the product page. Click the button and enter your information. For other products, please contact us for your request in details.

Delivery Time:

31. How can I add/remove/change item(s) in my order?

If your order status has NOT been changed to processed, you can cancel your order by visiting order history. Then reorder with correct items.
Click the button Cancel Items . By selecting the items you would like to cancel with reasons, click Cancel Items . If you select all, your entire order will be canceled. If you select some of the items, those items will be canceled and removed from your order. Your order amount will be adjust when we collect payment.

32. When will my order arrive?

After you submit your order, you will find the estimated delivery time on the final page. You can also find the estimated delivery date in the left of the page by visiting your order history .Any case of delay, we will email or call you.
Once your order has been shipped, you can find the tracking number under order number by visiting order history. You will also receive an email with tracking information.
If you want to know the estimated delivery time before placing order, you can add the items to cart and enter your zip code. Estimated delivery time will be showed under the total amount.

33. Can you do Expedite shipment?

Please check the estimated delivery time before placing order. Add the items to cart and enter your zip code. Estimated delivery time will be showed under the total amount.
You can put your request in customer comments when you place order online. Our customer representatives will contact you with the exactly expedite shipping fee.

Inventory:

34. How do I know if the product is in stock?

For those in stock products, you can see In Stock above the Add to Cart bottom. Some products we have the inventory update every time, you may see a number before In Stock . The number is the quantity we keep now.

35. I see the product marked out of stock/discounted, how can I know the restocking date?

For those out of stock products, you can see Out of Stock above the Add to Shopping List bottom. You can Click Add to Shopping List to save the item for later purchase. We will send you a notice email when it is back to inventory.
For those discontinued products, you can see Discontinued above the Add to Cart bottom. This product will be no longer available and will be deleted soon from our website.

36. What happens if an item is backordered?

Product changes happen all the time. While we strive to keep product around forever, sometimes we may need a longer time than our standard processing time to get the products restocked. If your order contains a backorder item, you will be notified through email or phone calls.

Shipping Fee:

37. What is the shipping fee of the products I would like to order?

Add the items to cart and enter your zip code. You will see the shipping fee above the total amount.

38. Will I be charged additional shipping fee after I place my order?

For those oversize and overweight products, and those shipping outside of US, may request an additional shipping fee. Normally we will absorb the difference. If we need to collect the surcharge from you, we will contact you directly.
Please view our complete shipping policy.

39. What carrier do you use for shipping?

48 states: usually we use UPS/ FedEX Ground, US post office to ship all orders within 48 states. But if you only have a PO box address, then we could ship your order by USPS. If any expedite shipping method you would like to use, please wrote it in the comments and we'll contact you about the extra shipping charges.
APO/FPO: All orders addressed to an APO or FPO (military mail) must be shipped via a USPS method.
HI/AK/PR: usually we use UPS/ FedEX Ground, US post office.
international shipments: We use postal services (including Global Express Mail), DHL, UPS and FedEx for international shipments. Almost all international shipments will require insurance. Please view our complete shipping policy.

40. I live locally - can I pick up my purchase from your Needham Heights location?

Our company is located at Needham Heights, but most of our warehouses are not in Needham Heights. We always encourage our customers to place orders online. Normally we do not accept any appointment of picking up.

41. I add multiple items to cart but find the shipping fee is higher than I expect, can you reduce the shipping fee?

Our shipping fee is set according to the ups/ fedex/ usps rate. Normally the shipping fee is correct.
But if you are purchasing large quantity, you can contact us first for the shipping fee if you think the one you see from shopping cart is higher than you expect.

42. Can I use my shipping account to ship my order?

Normally we do not accept a third party shipping method. The shipping procedures in our warehouse are very strict. Changing the shipping account for a specific order may bring some mistakes.

43. Can I get free shipping?

If you order from Free Shipping Catalog being sent to the 48 contiguous states, you are sure to get free shipping. Please see the Terms and Conditions:
1. No cumulative consumption, One-off purchase.
2. Only products in this Free Shipping Catalog qualify.
3. Only standard shipping in the 48 contiguous states with a single address qualifies.
4. Free Shipping products cannot be combined with any other offers, discounts or coupons.
5. Orders containing a combination of eligible and non-eligible items will be charged shipping for only the non-eligible items.
6. All orders will be shipped by economy or standard shipping unless, the order is not eligible for economy or standard shipping (e.g., orders exceed economy or standard shipping weight restrictions). If your FREE SHIPPING ORDER is split into multiple packages, we will NOT charge you additional shipping.

Purchase Order:

44. Do you accept purchase order?

Yes, we accept purchase order.
Please fax us your purchase order to 267-295-2528. We will have someone contact you for the next steps if necessary.
W9 Program:
If you need W9, please click here to download.
Note: Please right click "click here" and choose "Target save as..." to download W9 or click it to open directly.

45. Is interest charged or are there any fees for purchase order?

We do not charge interest. We reserve the right to charge a 1.5% per month late payment fee if payment is not received within 30 days of the invoice date.

46. If I cancel my order, will I be charged any cancellation fee?

If your order has NOT been processed, normally there is no cancellation fee.
But for some custom orders, once the order is processed, that means we have already paid for the production, and cancel request would not be accepted.

Check Order Status:

47. I forgot my order number, what should I do?

You can see all your order by visiting order history.

48. How do I check the order status?

You can see your order status by visiting order history. When your order is shipped, you can find the tracking number under order number. You will also receive an email with tracking information.

49. How do I track my package?

You will receive an email with tracking information as soon as your item(s) leaves the warehouse. You can also track your package by visiting order history. You will find the tracking number under order number. By clicking the tracking number, you will be lead to the carrier website to see the tracking result.

50. My order shows processed. Does it mean my order has been shipped?

When we assign your order to one of our warehouses, your order status will be changed to processed . Normally your order will be shipped soon.
You can also find the estimated delivery date in the left of the page by visiting your order history .Any case of delay, we will email or call you.
You will receive an email with tracking information as soon as your item(s) leaves the warehouse. You can also track your package by visiting order history.

51. What if the tracking number shows delivered but I haven't received my package?

Please click the tracking number to see the tracking result in your order history. You will find where the carrier left the package. Sometime it shows left at front door, side door, back door or porch. Please search around or call the shipping company to locate the package. If you still cannot locate the package, please contact us.

52. My order has been shipped by truck, what should I prepare for the delivery?

Please see the policy below for the oversize/overweight items.
Truck Freight − Oversize⁄Overweight Items
1. Larger items will be shipped via truck freight.
2. Due to difficulty of obtaining a precise shipping quote until you place an order, the shipping estimate for freight delivery is an average. If the final delivery cost does not deviate beyond 10% from the estimate, you will be charged the estimated quote. If it is far beyond, we will contact you to obtain your authorization before making final shipment.
3. Items shipped truck freight are delivered to curbside or driveway only and may incur an oversized item surcharge. For any additional delivery needs or questions, please contact us.
4. Truck freight orders require someone available to accept the delivery. Most carriers will contact you to set up a delivery time, usually a 2−4 hour appointment window during normal business hours. If the carrier is unable to contact the customer, the customer will then be responsible for any storage fees and/or freight charges back to the manufacturer in addition to the original shipment expense.
5. Most residential addresses do not have a loading dock. Some oversize or overweight items may require lift gate services (with extra charge) to unload if the delivery address does not have an accessible loading dock. The customer is responsible for bringing the items into their home or garage. Most trucking companies will deliver during normal business hours, Monday through Friday.

53. How to cancel my order?

If your order status has NOT been changed to processed, you can cancel your order by visiting order history. Click the button Cancel Items. By selecting the items you would like to cancel with reasons, click Cancel Items.
If you order status has been changed to processed, normally you can NOT cancel order. Your order will be shipped soon or has already been shipped.
Cancellation request of custom orders should be made before production. Once the order is processed, that means we have already paid for the production, and cancel request would not be accepted.

54. If I cancel my order, will I be charged any cancellation fee?

If your order has NOT been processed, normally there is no cancellation fee.
But for some custom orders, once the order is processed, that means we have already paid for the production, and cancel request would not be accepted.

55. If I cancel my order, when will you refund my credit card/ Paypal?

If you pay by credit card, when your order is cancelled, the amount in your credit card will be voided automatically. If you pay by Paypal, your money will be refunded to your Paypal account.

56. I only receive part of my order, how can I do?

If you are missing an item, check order history to verify that all of your items in the order are shipped with tracking numbers. Please note your items may be shipped from different warehouses. You can find the tracking number for each item you ordered under the item name.
If all the items are shipped in one package with one tracking number, but there are some items missing in the package you received, please contact us.

Return/Exchange:

57. How to return/exchange?

Most items can be returned within 30 days of receipt for a refund of the purchase price, minus the shipping and handling cost. All customers need to visit your order history, find the order, click Return & Exchange to send us an email with your return reason. We will contact you later to give you the return instruction.
For detail information, Please view our complete return policy.

58. How can I get credit after return?

After we receive your package, we need several days to do the inspection and paper work. Time frame may be longer in peak season of Oct, Nov and Dec.

59. What payment method I will get my credit after return?

Usually we credit to your original method of payment.
If you pay the order by credit card, we can credit back to your credit card. If you pay by paypal, we can credit back to your paypal account within 60 days from the day you made payment. Longer than 60 days, the paypal payment will become unoperated. We will either confirm your paypal account email to send paypal money to you or request a mailing address send a check to you.
It may take a few days for the amount to reflect on your credit card or paypal account, since our accounting department will need time to do the paper work and the transaction takes time too.

60. The packages arrive damaged/defective.

If you receive a damaged or defective item, contact us within 7 days after delivery. Visit your order history, find the order, click Return & Exchange to send us an email with details. We will make every effort to replace the item in a timely manner.
Please check our return policy for more details.

61. What if I receive a duplicate package/wrong items/extra items?

Please Visit your order history to see what you have ordered. If the items you receive is not what you ordered, click Return & Exchange to send us an email with your return reason. We will contact you later to give you the return instruction.

Others:

62. I want to be your reseller. How can I register?

Sorry we no longer accept reseller register. Those registered before 2015 can still place order online by signing in.

63. The total amount has been changed, how can I get an updated invoice for my order?

You may contact us, we will send you the updated invoice per your request.

64. Will an invoice arrive in the box with the products we order?

The invoice will be emailed to your register email address right after you submit your order. A packing slip is sent with each shipment only showing the items inside without any price. If you need an invoice, please visit order history, find the order and click view details . Then click invoice at the bottom of the page. You will see the invoice copy.

65. I see a charge from Opentip in my bill but I can not remember.

Please login and visit order history. If you find your email does not register on our website, please contact us to have the order in details.