Shipping policy


📦 Shipping & Processing Times

Most orders are processed and dispatched within 2–5 business days.

- Personalized items (such as embroidery or custom designs) require 3–5 business days for processing before shipping. Some products may require additional time — please always check the product description for the specific processing timeframe.

*Business days are Monday through Friday and exclude weekends and holidays. Processing time is in addition to the shipping method selected at checkout.

 

🚚 Estimated Shipping Times (U.S.)

  • Standard Shipping: 5–7 business days after processing (depending on destination).
  • Priority/Expedited Shipping: 2–3 business days after processing.
  • Express Priority Next Business Day: 1 business day after processing (business days only).

International shipping times vary; see details below.

📝 Order Changes & Accuracy

We strive to ship orders as quickly as possible, so we are often unable to make changes or cancel an order once it has been placed.

Please ensure all shipping details are correct at checkout. We are not responsible for packages returned as undeliverable due to address errors. The customer will be responsible for any additional shipping fees to re-send the package.

Coupon codes and gift cards must be applied at checkout — they cannot be applied retroactively or refunded if unused.

📅 Pre-orders & Custom-Made Items

Pre-order and custom-made items may take additional time to ship. Estimated timeframes are listed in each product description and are approximations, not guarantees.

Cancellations of pre-orders may not always be possible and, if approved, will be subject to a 25% restocking fee.

📢 Address Responsibility & Delivery Issues

It is the customer’s responsibility to ensure that the shipping address provided at checkout is complete, accurate, and properly formatted. It is especially important to clearly specify apartment numbers, unit numbers, lot numbers, suite numbers, or any other required delivery details (APT, UNIT, LOT, SUITE, etc.). All information must be entered fully and correctly at the time of purchase.

OHNANA LLC is not responsible for packages that cannot be delivered due to incorrect, incomplete, or improperly entered addresses. If a package is misdelivered, lost in transit, refused, or returned to sender as a result of an address error, the customer assumes full responsibility.

Customers must notify us immediately if they receive a failed delivery attempt notification or notice any issue with their tracking information. Prompt communication allows us to contact the shipping carrier and investigate the cause of the delivery failure in an effort to prevent the package from being returned or lost in transit. Delayed notifications may limit our ability to intervene successfully.

If a package is returned to us, the customer will be required to cover the cost of re-shipping before the order can be sent again.

If the customer prefers to cancel the order instead of reshipping, the order must be eligible for cancellation (non-personalized items only). In such cases, a $15 shipping fee will be deducted from the refund to cover the original shipping costs.

All personalized items and selected items are final sale and are not eligible for cancellation or refund.

 


📦 Lost Package Policy

Once a package is marked as “Delivered” by the carrier and confirmed to be left at the address provided, OHNANA LLC is no longer responsible for the package. We do not offer refunds or replacements for lost or stolen packages after delivery has been confirmed.

It is the customer’s responsibility to ensure a secure delivery location and to be available to receive the order if needed. For extra protection, we recommend selecting Priority Shipping with insurance or adding signature confirmation at checkout.

We are happy to assist with opening a claim or investigation with the carrier if your package is missing, but OHNANA LLC does not assume responsibility for carrier-confirmed deliveries.

Delivery Disclaimer: Customers must notify us within 24 hours of a delivery confirmation if a package has not been received so we can assist with a carrier investigation.

 

🌍 International Shipping

  • Standard International Shipping: May take up to 31 business days.
  • Express International Shipping: Estimated delivery up to 14 business days.
  • Customs duties, VAT, and any applicable fees are the customer’s responsibility (e.g., Saudi Arabia may range from 5% to 10%).
  • When pre-order and in-stock items are purchased together, they may ship separately and additional shipping charges may apply.
  • OHNANA LLC is not responsible for delays, losses, or damages for international economy shipments.