Frequently Asked Questions
All orders are subject to a handling period before shipment, usually 2 - 4 business days. Most orders leave the warehouse within 3-5 business days after receipt of payment. Please allow up to 7 days for order processing and shipment.
You will then receive notification of both processing and shipment. In many instances, we are shipping from our warehouses in either the US or Asia. If from Asia, please expect 14 - 24 days to receive your order.
Please make sure to provide the correct shipping address. Onduvely can not be held responsible for items shipped to incorrect addresses provided by the buyer. In such cases, the buyer will be responsible for any additional shipping fees incurred to ship to the correct address.
In some cases, international shipments will require import/customs taxes to be paid. These will be the responsibility of the buyer under ALL CIRCUMSTANCES.
There could be a couple of reasons for this. Occasionally the carrier may mark the package as delivered beforehand, and so it is very possible that the package is due to arrive with you shortly.
It is also possible that the package has been left with a neighbor, reception or mailroom, so please check to see if this is the case.
If you are still unable to locate your package, please contact your local post office or send us an email for further assistance.
If your order has been sent via a tracked service, the tracking number may be invalid when you attempt to track it. Do not be concerned as it can take up to 24 to 48 hours for the tracking number to be registered in the carrier's system. If, after this time, the tracking number still does not work, please contact us so that we can investigate.
If you are in the USA and it’s been over 20 business days since you placed your order, or if you are overseas and it’s been over 30 business days since you placed your order, please let us know by emailing us with your name and order number.
Thanks for your patience!
A note for international customers: Occasionally overseas shipments will take a longer time due to the delivery country’s customs. Each customs office is different and Onduvely is not responsible for any fees or tariffs.
We take our YAY! very seriously here at Onduvely and want you to be completely happy with your purchase. If, for any reason, your order is not everything you had hoped for please email us at firstname.lastname@example.org and a real human with a great big heart will straighten things out.
We want you to love your Onduvely products as much as we do so we handle each return with care. We stand by our product and offer a 100% 30-Day customer satisfaction guarantee.
We ship far and wide and we're pretty proud of that. However, we are not responsible for customs and duties determined by each country's individual customs agency. Duties, taxes, and other fees are the responsibility of the recipient.
NOTE: Please note that there will be a 30% restocking fee so we can recover from charges that we have incurred.
In cases where packages are being returned due to insufficient address buyers will shoulder the reshipping fee.
The customer is responsible for the cost and risk of returning the goods to us. We highly recommend that the customer send the order back to us insured and trackable through the shipping service. We cannot issue a refund without actual receipt of the goods or proof of received return delivery. We cannot be held responsible for goods damaged or lost in return shipment.
Items must be in brand new condition and show no signs of usage with all original packaging, garment tags, and labels still attached. Original packaging and other containers that products are sold in are considered part of the product and must also be returned in undamaged and unused condition. Items returned without their branded packaging will not be accepted.
These items are not eligible for refund for hygienic reasons. Clothes, Masks and other wearable items. Only in the event that a Shoes or clothing are damaged upon arrival will we replace the item at no additional charge.
To submit an inquiry for a return, you can email us at email@example.com and list the subject as RETURN. We will reply back shortly with return instructions.
All Returns will be examined and processed within approximately 3-5 business days after we receive your return. You will receive a confirmation email from us when we've completed your return processing with your store credit amount and usage info.
We firmly stand behind our products. We will replace your item if it has a manufacturing defect.
*We need a photo of the item to be replaced showing the defect in order or size to request a replacement.
Please note, refunds are not given for any of these reasons. We will re-issue the order. We can also change Refunds to Store credit as we don't issue refunds on returned items, just store credit.
Our ninja packers are crazy fast at processing orders! So we can only make changes to your order if it hasn't reached the packing stage. You may request a cancellation within 12 hours of purchase only. Otherwise you will receive a partial refund as we have already started the shipping process. Please be sure to thoroughly read our descriptions and processing times.
NOTE: Please note that there will be a 10% cancellation fee for eligible orders.
Please keep in mind that we charge a 10% cancellation fee for orders placed after 12 hours.