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Frequently Asked Questions (FAQs)

  • Q. How do I become a member?
  • A.Membership to Orangeshine.com is free to all buyers/retailers who have a valid seller’s permit / tax id certificate. You can register on the front page or here.
  • Q. Can non-US residents obtain membership?
  • A.Yes! Orange Shine is a worldwide wholesale marketplace. For international customers, we ask for 3 purchase invoices that are at least 45 days old. Invoices must be from local Los Angeles, CA wholesalers.
  • Q. What documents do I need to submit for membership?
  • A. For US customers, we require a copy of the business seller’s permit or tax id certificate. For international customers, we require 3 invoices from local Los Angeles, CA wholesalers that are at least 45 days old.
  • Q. How can I change my account information?
  • A. Once you have logged-in to your account, click (MY ACCOUNT) at the top right corner. Here you can edit/update your account information such as Addresses, Credit Cards, Username and Password.
  • Q. I forgot my password. What can I do?
  • A. On the (SIGN IN) page, there is a link for Forgot your Password? Follow the link and the prompts to reset your password. Password resets are sent to the account e-mail address. If the e-mail address you registered is no longer valid, please contact customer service for assistance.
  • Q. How safe is my information?
  • A. We value your privacy and the security of your personal information. Our servers and network are protected by the latest security systems and firewalls are always in place to safeguard your personal, confidential information.
  • Q. What are shipping costs?
  • A. Shipping costs are calculated once your order is ready to be shipped and it varies depending on your location. Because we calculate shipping costs based on weight and size of the box, we will not be able to provide accurate shipping costs before your order ships. To obtain estimated shipping costs, please visit www.UPS.com or www.USPS.com.
  • Q. Do you ship international?
  • A. International shipping is not offered by all vendors. Please contact us or the vendor directly for their international shipping availability.
  • Q. When will my credit card be charged?
  • A. Your credit card will be charged once your order has been shipped. Some customers may see a charge or pending charge with their financial institution. This is because when you place an order on Orangeshine.com, your credit card is pre-authorized for the estimated total of the order to secure your order and payment. Once we have the final stock and shipping costs, your credit card will be charged the final total amount. Any difference in price will be refunded or adjusted depending on the type of payment you use. Refunds can take 3-5 business days depending on your financial institution. If your order total is more than the estimate total, we will charge the credit card for the difference. If there is any problem with payment, your order process/shipment may be delayed.
  • Q. How do I cancel or change my order?
  • A. Orders can only be cancelled or changed within 24 hours of placement. After 24 hours, it cannot be cancelled or changed. Shipping and handling costs are non-refundable. Refused or returned packages are subject to any restocking fees or penalties.
  • Q. Can I use the product images on Orangeshine.com?
  • A. Orange Shine provides its buyers/retailers use and download of product images of products they’ve already purchased from Orange Shine. Product images may not be used for commercial purposes. Vendors violating this policy are subject to account suspension. Please review our Terms of Use for more detailed information on how the product images may be used.
  • Q. I saw an item on the website, and now it has disappeared. Why?
  • A. Item quantities are limited and removed from the site when they are no longer available for purchase (out-of-stock). Product inventories are managed by the vendors/manufacturers.
  • Q. How often do you restock?
  • A. Item inventory is managed by the manufacturer. If an item is restocked by the manufacturer, they will re-activate the style so that it is available for purchase on the site.
  • Q. What is Pre-Order?
  • A. Pre-Order items are items that can be purchased and reserved now, but will not be available for shipment until the listed available date. Please note that the available dates are not guaranteed.
  • Q. What is the PHONE option under payment?
  • A. If you prefer not to enter your credit card information electronically, you may opt to pay over the phone. If you select this option, your order will not be processed until payment information has been received and authorized. This option may delay your order.
  • Q. What is your return policy?
  • A. All items are FINAL SALE. There is a no returns policy for final sale items. We can only process damage/defect or wrong item return request. Each vendor has a different return policy. For more information regarding their return policy, please feel free to contact us or the vendor directly.
  • Q. Why can't I use PayPal?
  • A. We originally authorized transactions as soon as the orders are placed, which means the bank holds your funds while your order processes. We are implementing a new system to process the transactions after shipping and handling fees are finalized. Unfortunately, PayPal does not support this process at this moment.