Frequently Asked Questions
Why has my tracking not been updated?
Certain mail delivery services (including but not limited to USPS) only provides tracking on international orders while the order is in the USA. Once the item leaves the USA and is shipped to the destination country, it is passed off to a local mail delivery service and is no longer trackable with the original tracking number.
Concerns or questions about your order after it has shipped should be made to the carrier directly. Please do not reach out regarding these issues. Our Customer Service Team can only see the same tracking information given to the customer through the tracking number.
When will my order arrive?
Processing time is separate from shipping time. Orders are processed Monday-Friday (excluding holidays). Processing time requires 2-4 days. Shipping can take up to 4 weeks depending on your location and the mail service that you chose at checkout. Average shipping times are 5-7 days for USA, 1-2 weeks for Canada, and 2-4 weeks for international. Please do not email us regarding the location of your order until this time frame has passed.
Why did I have to pay additional charges at the door?
Duty, taxes and/or brokerage fees may be due on arrival for any international orders.
Duty, taxes or brokerage fees must be paid once the order reaches its destination country. We have no control over or responsibility for these charges, as they are imposed by the destination country and by mail delivery/courier services. They are in no way associated with Johnny Orlando Merchandise. Customs policies and import duties differ from country to country, so we are unable to provide an estimate for these costs.
What happens if my order is undeliverable or returned to sender?
If your order is undeliverable for any reason and is returned to our warehouse, we will process a full refund for the total cost of your item, not including shipping charges. Shipping is non-refundable.
When will a particular item restock?
Most of our merchandise is limited edition only, so it will not be restocked. The Signature Johnny hoodie is the only permanent item. New merchandise will be released with most of Johnny’s new music releases.