Customer Support

  • What is the difference between priority logistics service and standard logistics service?

    Items shipped via priority are shipped by air which results in faster delivery times. Once a parcel is shipped via priority it will take 1 – 3 business days to arrive. Standard shipping is more economically friendly and will take up to 4 – 7 business days to arrive. We strongly suggest priority shipping as it is faster and a better overall experience.   

  • Normally, customs fees are already paid for. If you encounter a situation where you are asked to pay additional fees we strongly advise that you decline the payment. If you have already paid, please keep the invoice or evidence of payment and contact OnePlus customer support as soon as possible.

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  • This could be an order status delay. Please check your account after 24 hours. If the status still is still "pending" after 24 hours, please contact us and we will forward your issue to our Payments team.

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  • You may cancel your order under the "My Orders" section of your OnePlus Account, as long as the cancel order button is active and your order is under pending shipment. Once your order has been processed and shipped, cancellation will not be possible and you may refuse the parcel upon delivery; we will issue a refund once we've inspected and received your parcel. 

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  • Unfortunately once an order is placed you will not be able to change the shipping method, Be sure to double check before giving the go-ahead!

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  • You may track your order by visiting links below depending on the courier used:


    DHL: DHL Express  
    UPS: UPS
    FEDEX: Fedex Express

    SF Express

    Or you can track your order by visiting: OnePlus tracking


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  • Once your order has been processed, your shipping times will vary depending on the shipment method selected:


    Priority  1-2 business days
    Standard (device) 4-5 business days
    Standard (Accessory)  3-4 business days


    Please note: These shipping time frames are only guaranteed under normal circumstances. Shipping times may be delayed due to uncontrollable circumstances such as weather delays, customs etc. 

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  • Rest assured you have not been charged twice. Please contact your card issuer, as the money could be held by the bank.

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  • Most of our couriers will make three attempts at delivery before marking a parcel as undeliverable. Once your parcel is marked as undeliverable it will be returned to warehouse. Once we received your returned parcel we will then process a refund to the original account used to purchase the item(s). If you have any questions, please do not hesitate to contact OnePlus Support.

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  • We have two shipping methods for most regions - Standard and Priority. You can select one of these during checkout. The cost will be automatically calculated for your order. 

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  • First you should confirm the tracking information and the outer packaging, check if there are any breakages or abnormal damage. Then, please open your parcel in front of the courier to confirm the quantity and marque of merchandise and packing list. If there is anything abnormal, please contact OnePlus Customer Support. 

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  • If you received wrong or missing merchandise please contact OnePlus Support ASAP with photo evidence of your claim. Once we receive your claim we will process it ASAP.

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  • If you feel that your parcel is lost or missing, please contact OnePlus Support ASAP. We will carry out a full investigation to determine the next steps. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.

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  • If you noticed that your parcel is damaged when you sign for it, please request the courier to make an abnormal remark on the shipping label. Please keep the original packaging and contact support ASAP. When you contact us, be sure to include pictures and evidence along with your claim. Once we obtain all of the relevant information it will usually take 5 to 7 business days to process.


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  • If you notice that your tracking number has not been updated for an extended period of time please contact OnePlus Support ASAP. Once we obtain all of the relevant information it will take 5 to 7 business days to process. We will do our best to handle your case ASAP.

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  • Shipping fees depend on your shipping address. If the shipping address is a remote area, the shipping fee may be higher than usual.

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  • When you click “Checkout”, the items in your cart will be reserved for you. Please note that the order must be paid within 3 hours. Adding a product to your cart does not reserve the item for you.

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  • This may happen when the product is in stock while browsing, but the product is out of stock when you click the button. You can try again when it is in stock.

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  • We are not selling or shipping the OnePlus phones in the following European regions:

    Denmark / Faroe Islands

    Denmark / Greenland

    Finland / The Åland Islands

    France / French overseas territories

    France / Guadeloupe, French Guiana, Martinique, Réunion, Mayotte, Saint-Martin

    Germany / The Island of Heligoland

    Germany / The territory of Büsingen

    Greece / Mount Athos

    Greece / Ionian Islands

    Italy / Livigno

    Italy / Campione d'Italia

    Italy / The Italian waters of Lake Lugano

    Netherlands / Netherlands Antilles

    Spain / Ceuta

    Spain / Melilla

    Spain / The Canary Islands

    Portugal / Portuguese India

    United Kingdom / Channel Islands

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  • If the product runs out of stock between adding it to the cart and checking out, that item will not appear on the order page.

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