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Frequently Asked Questions (FAQs)

Registration

  • Q. How do I become a buyer on Orangeshine.com?
  • A. Registration is free to all buyers/retailers who have a valid seller’s permit/ tax id certificate. You can register on the front page or click here. You will need to provide your company information with a copy of the business seller’s permit or tax ID certificate to register. You will be able to login to the site after you verify your email address through a verification email.
  • Q. How do I become a seller on Orangeshine.com?
  • A. Submit an application with your contact information and our brand support team will contact you with all the information to join and start selling on our site. Click here to submit the application.
  • Q. Do you accept international buyer?
  • A. Yes! Orangeshine is a worldwide wholesale marketplace. As long as you are able to prove that you are a retailer with a valid seller’s permit, tax ID certificate, or business license, you can be a buyer. Some vendors do not ship international or apply different shipping rate. You will need to check with the vendor that you are purchasing from.
  • Q. Do you accept international seller?
  • A. No, we currently do not accept international seller who ships from outside the US.

Ordering

  • Q. How do I cancel or change my order?
  • A. Orders can only be canceled or changed within 24 hours of placement. After 24 hours, you can’t cancel or void. Call 213-745-3001 to cancel immediately to avoid any charge that may occur for order processing. Shipping and handling costs are non-refundable. Refused or returned packages are subject to any restocking fees or penalties.
  • Q. I placed an order, but it’s on hold for review. What is that mean?
  • A. You order is on hold for review because the credit card’s billing address is not matching the shipping address, and there is no past successful transaction with the card. You are required to send documents for verification purpose using the link that’s emailed with a list of documents to submit. You may be contacted for any additional information during this review process, which may take 1~ 3 business days after document submission. After reviewing the document, the order will release to be processed.
  • Q. Why is my order void?
  • A. Vendors may request to void the order due to out-of-stock products, payment issue, or any other issue that may have caused order to stop processing. You will have an option to void or decline requested void from My Account -> Order Invoice History page for 2 days. If you don’t respond in 2 days (48 hrs), your order may be subject to void.

Payments

  • Q. Why don’t I see the credit card option, but only see Paypal for the payment method?
  • A. This is because the state of your account contact address is different from the state of the shipping address. You may select to use a different shipping address that match states to view the credit card option.
  • Q. When will my credit card be charged?
  • A. Unlike the other e-commerce sites, payment is not processed when you submit your order. Your payment is processed when the package is prepared and ready to be shipped. Payment will be the final amount that includes the shipping cost.
  • Q. Why do I have to enter CCV for my credit card again?
  • A. If you haven’t used your credit card for 90 days, we require you to enter CCV again to validate the credit card.
  • Q. Why does it say ‘Invalid’ next to the credit card?
  • A. The credit card you’ve used in your previous transactions has been declined and marked ‘Invalid’. You may delete and re-register your card if you are sure that the card is valid to make a purchase.
  • Q. My card is declined. What can I do?
  • A. You may use ‘Edit Payment’ option on the invoice page to try payment with a different card. Or if you have enough funding in the account, you may try again with the same card from the list of cards on the ‘Edit Payment’ page.
  • Q. My card is declined. What can I do?
  • A. You may use ‘Edit Payment’ option on the invoice page to try payment with a different card. Or if you have enough funding in the account, you may try again with the same card from the list of cards on the ‘Edit Payment’ page.
  • Q. Why can’t I delete my credit card on file?
  • A. You are unable to delete a credit card if the card is used on any order that is pending. Any pending order that the card is used must complete or void in order to remove the card on file.

Shipping

  • Q. When will my order ship?
  • A. Order ship-out duration differs by each brand. Check brand’s average ship-out rating, which is determined based on their passed ship-out orders. The ratings can be found on the brand’s main page. You may also track your order from Order Invoices History page.
  • Q. How can I determine shipping cost?
  • A. Shipping costs are calculated once your order is packaged and ready to ship. There are different factors that determine the shipping cost. Weight and size of the box, delivery location, and shipping carrier that the brand use. Your shipping cost will add to your order when it’s ready to ship.

Return/Exchange

  • Q. Can I return/ exchange my purchased product?
  • A. All purchases are FINAL. There will be no return or exchange accepted for any unsatisfied purchase.
  • Q. I received a damaged/ defected product. Can I return them for a refund?
  • A. Some brands may accept return if the product is damaged or defected. However, return policy varies by each brand. Please use message on the order history page to contact brand for the inquiry or contact Orangeshine.\n\nSend return inquiries to [email protected] or call 213-745-3001.
  • Q. I received the wrong product. What can I do?
  • A. Please contact Orangeshine with assistance with the incorrectly received products. Depending on the brand, you will receive a replacement or refund.

About Orangeshine.com

  • 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. For details, please check our Privacy Policy page.
  • 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.