Customer support

See answers to the most frequently asked questions or contact our Merchant Care team to get personal assistance.

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Most frequently asked questions - FAQ


In need of answers? We have set together a list of our most commonly asked questions to our Merchant Care team to help you find your answers before submitting a ticket.

If you can't find your answer here fill out the form below to get in contact with our knowledgeable Merchant Care team.

Please provide us with a tracking link, so we can see if this stock update has reached the warehouse already. We aim to handle stock updates within 48h of their arrival.

If you see that it's been more than 48h, please contact our Merchant Care team at service@ogoship.com

You can check the situation of the delivery in the tracking link that can be found on the order page in myOGO. If it seems that the order has not been moving for some time, please contact our Merchant care team at service@ogoship.com

The return will be visible in myOGO once the warehouse has handled it back to stock. Please note that in peak seasons, the handling of returns cannot be prioritized, as the main priority is to get all leaving orders out first.

Here is the link to the shipping calculator: https://my.ogoship.com/deliverytype/calculator.

The prices listed by the calculator are estimations, not binding offers.

Please check the customers provided information, usually, the added postcode or city is incorrect.

More information about outgoing shipments and order status is possible to find here: https://support.ogoship.com/faq-guides/outgoing-shipments/outgoing-shipment-and-order-status/

The order is pending due to insufficient stock levels on one or multiple products. You can scroll down on the order page and see the missing product row marked with red. As soon as we receive sufficient stock to send out this order, it will automatically be changed to the status "new" and sent out.

Our SLA promise is that all orders that have come in before 12 pm on a workday, will be sent out from the warehouse the same day. In case the order comes in after the SLA time, the order will be sent the following workday.

If you suspect that the SLA time hasn't been met on an order, please contact our Merchant Care team who may help you investigate this further.

Please remember during COVID-19, exceptions might have been communicated per e-mail due to circumstances out of OGOships control. 

Please use the button "request to modify order" on the order page and the system will automatically check if the order is still editable. If not, an error message will show up on the screen.

This means the order has already been processed at the warehouse and is too far gone in the process to be edited.

If the order can be edited, it will automatically be put to draft. Please make the changes and save it to "new" when you are finished.

We strive to answer incoming tickets within 24h of receiving them. Of course we try to get back to you a lot sooner, especially in urgent matters! So hold on tight, we are doing our best to answer you as soon as possible.

Contact Merchant Care 

Didn't find the answer you were looking for? Send a message to the merchant care team for personal assistance.