Orders

The easiest way to submit a ticket is via the ONVOG website — go to the Profile tab and tap Orders. Tap on the specific order and you can access ONVOG Support from the bottom of the website. To help us resolve your issue as quickly as possible, please be sure to include photos of the items as received for our team to review.

When you update payment or shipping information on your account, you may see a pending transaction of $1 appear on your credit card statement. This is a temporary authorization hold to verify your payment method that will be reversed automatically, typically within 5-7 business days.

For sneakers, you may cancel your order within 3 hours of placing it or before it is confirmed by ONVOG – whichever comes first. If 3 hours have passed from when you placed the order and/or ONVOG has confirmed the order, then the order cannot be canceled. If neither has occurred, simply tap the Cancel button on the Orders screen. You may not cancel an offer after it has been accepted by ONVOG.

For apparel and accessories, all orders are auto-confirmed and cannot be canceled.

STANDARD ITEMS

It will typically take 15-20 business days to be delivered.

INSTANT ITEMS WITH STANDARD SHIPPING

Items that are labeled “Instant”, will typically take 1-2 business days for an “Instant” item ordered before 11:00 AM (Riyadh Time) with Standard shipping to be delivered to a buyer located in Saudi Arabia, 7-15 business days for an “Instant” item ordered after 11:00 AM (Riyadh Time) with Standard shipping to be delivered to an international buyer.

INTERNATIONAL

For international orders, delivery times vary due to customs.

Delivery times are estimates and are not guaranteed, as shipments may be affected by weather-related delays or events outside of our control.

There are some circumstances ONVOG IS unable to complete orders. For sneaker orders, we will make every effort to find a replacement in a timely manner, but if unsuccessful, your order will be canceled.

If your order is canceled, the item may still be available for purchase. Please note, the item may not be available at the same price as your canceled order.

If you’re using the website, check the Orders tab in your Profile to make sure your order was shipped. If it was, check the tracking number to see where the order is currently located.

For security and privacy reasons, we ensure successful delivery to the shipping address provided at checkout. If your order is returned to us as undeliverable, your item(s) will be placed into ONVOG storage under your account.

If you still have not received your order, ONVOG will assist you in filing a missing package investigation with the courier on your behalf. A missing package investigation can take anywhere between 7-10 business days and you may be required to sign and return an affidavit, among other requirements. Approved claims may be refunded in ONVOG credit to be used towards a future purchase to allow you to replace your lost item(s) as quickly as possible.

ONVOG reserves the right to deny any claim or request for the refund in connection with a pattern of fraudulent user behavior that ONVOG determines in its sole and reasonable discretion should result in the suspension or termination of such user’s account.

We do not accept payments over the phone or through email. We only allow for secure purchases through our website.
If you need more assistance you can contact us at +966 5070 77135 or care@onvog.com

Occasionally our payments processor is unable to complete your purchase. This can be for a number of reasons, including an incorrect credit card number, insufficient funds, or wrong zip code. Please review the card number you entered and the zip code first and if those are correct, we recommend contacting the card-issuing bank. If you’re still having issues, please contact us for additional assistance.

Browse items for sale, select your size, and tap “add to cart.” After you tap checkout, enter your contact information, select a payment option and your items will soon be on their way to you.

The card does not have to match the name on the account that is selected. However, all orders go through a safe transaction review to ensure there is no fraudulent activity. If the name does not match, it may get flagged by our payment processor.

Tap on the Profile icon, then Orders to make sure your order was processed. If you see that it was, click Settings and Edit Profile to make sure we have your email address correctly. You can also contact us for additional assistance.

We want you to feel comfortable when you purchase on ONVOG, which is why we offer the Assurance of Authenticity at no additional cost to you.

All fees are listed in Saudi Arabia Riyal unless otherwise stated. We are not responsible for currency exchange rates, except as described below. If you are an international buyer, you may have the option to buy items in US dollars. If you opt to pay in your local currency:

We’ll automatically display your order total in your local currency on the checkout page. Your order total includes the foreign exchange rate as well as any applicable fees or costs.
If you return a purchase that was purchased in your local currency, you will receive ONVOG Credit in the amount you paid in your local currency converted to USD.
Offers can only be made in Saudi Arabia Riyal at this time. We may display approximate conversions to help you make the best offer.
Some payment methods may not be supported.
Because foreign exchange rates fluctuate, the price you see for an item in your local currency on one day may be different from the price for that same item on another day. The foreign exchange rates we apply are updated daily. ONVOG takes no responsibility for the accuracy of any foreign exchange rate applied to your purchase or return.

We accept several methods of payment. If you purchase items in Saudi Arabia, we accept MADA, Visa, MasterCard, and Tabby. Alternate methods of payment include Apple Pay.

We’ve partnered with Tabby to offer a buy now pay later option for Saudi Arabia, UAE, Kuwait, Bahrain users, so you can get the items you want now and pay for them in four equal installments, interest-free. Simply select Tabby at checkout, provide basic information and get an approval decision instantly. The only fees are late fees for missed payments. To learn more about Tabby, visit
https://tabby.ai