Cancellation & Shipping FAQs

I JUST PLACED AN ORDER, WHEN WILL IT SHIP?
Please allow 1-4 business days of processing and production time for your order to ship out. You can always email us or select priority processing upon checkout for faster service.

HOW LONG IS THE SHIPPING TIME?
U.S orders will be shipped via USPS, UPS or FedEx and International Orders will be shipped depending on the fulfillment center the product is from.
  • Average transit times to the United States: 4 - 17 Business days (depending on shipping speed selected)
  • Average transit times to International: 13 - 30 Business days (depending on shipping speed selected)

There are circumstances that are out of control (natural disasters, holidays, weather, etc) that may cause shipping postponements. While most packages will arrive on time, there may be circumstances and delays that our carriers may experience. For this reason, we do not guarantee the exact delivery time; the delivery issue is the responsibility of the shipping company.

MY ORDER SHOWS DELIVERED, BUT I DIDN'T RECEIVE ANYTHING

USPS (United States Postal Services):
USPS delivery has a system that sometimes automatically updates a shipment as “delivered” by mistake. It is best to wait another day or two because your package will most likely arrive in the next day or so.
For helpful information about your parcel always call your local post office, not the USPS hotline.

Your local office can give you more information on your package such as who it was delivered by, and the exact day and time of delivery.
If you’re package never arrives, you will need to file a claim through the post office by phone or online: https://www.usps.com/help/claims.htm

FedEx:
Always allow one extra business day for your package to arrive
If you’re package never arrives, you will need to file a claim through the Fedex by phone or online: https://www.fedex.com/en-us/customer-support/claims.html

UPS:
Always allow one extra business day for your package to arrive.
If you’re package never arrives, you will need to file a claim through the UPS by phone or online: https://www.ups.com/us/en/help-center/claims-support.page

WILL I RECEIVE A TRACKING NUMBER?
We provide tracking for every order. Tracking will be available once your product is shipped. Most products are shipped from USA 🇺🇸however some may be shipped from different fulfillment centers across the globe as our product research team spends the time to source for quality yet affordable products.

When you receive your tracking number, if you need help tracking your order you can go here

CAN I CANCEL MY ORDER?
You are able to cancel your order with no penalty. You must cancel your order before 12AM (PST) for the cancellation to be applied. All you need to do is send us an email at hello@oakandhearth.com with the subject line "CANCEL (with your order #)" and we will do our best to cancel your order. If the item has already been processed or shipped, we will do our best to cancel otherwise we can process a return. 

I HAVE ENTERED AN INCORRECT ADDRESS!
If you have misspelled or auto-filled your address incorrectly, simply reply to your order confirmation email and give us the correct information. Notify us immediately via email at hello@oakandhearth.com. If the address is wrong, we can usually correct this within 24 hours.

MY ITEM ARRIVED DAMAGED 
We do ship every item with extra padding. Despite this, our customers report that around 1 in 1000 products arrives damaged due to mail service mistreatment.

If this happens to you, please contact us with:
    - Your order number.
    - A picture of the damaged product.
Once received, we'll be happy to send out another free of charge.

I HAVE A QUESTION THAT WASN'T ANSWERED, CAN YOU PLEASE HELP?

If we still haven't managed to answer your question please feel free to contact us and we will do our best to reply within 24 hours :)