FAQ's
RETURNS & EXCHANGES
WHAT IS YOUR RETURN POLICY?
Returns will be accepted within 30 days of the shipping date. To start the return process, please contact us via email at customerservice@ontuwi.com, and we will provide you with instructions on the return process.
WILL THE SHIPPING COST BE REFUNDED?
Yes, you will be refunded for the shipping.
WHEN CAN I EXPECT MY REFUND?
Please allow up to 15 days to process your refund. You will receive an email notification letting you know your refund has been processed. Refunds will be made to the original method of payment.
WHAT IS YOUR EXCHANGE POLICY?
We do not issue exchanges.
ORDERS AND SHIPPING
HOW CAN I TRACK MY ORDER
After you place your order, you will receive an order confirmation containing your USPS tracking number. If you have not received an email with your tracking number, please contact customerservice@ontuwi.com and we will help locate your order.
WHEN WILL MY ORDER SHIP?
All in-stock orders will be processed Monday- Friday between 24 and 48 hours of orders being submitted. This is subject to change during holidays or other peak traffic times.
HOW MUCH WILL I HAVE TO PAY FOR SHIPPING?
Standard shipping via USPS on orders above $50 (after discounts) is free of charge. All orders below $50 will incur a USPS shipping charge calculated at check-out and will vary based on weight and delivery state.
WHAT CARRIER DO YOU USE FOR SHIPPING?
Your order will be shipped via USPS. Orders should arrive approximately 5-7 business days from the date of purchase (Hawaii, Alaska & Puerto Rico may experience longer transit times).
WHERE IS MY ORDER BEING SHIPPED FROM?
We ship all orders from our warehouse in California.
DO YOU SHIP TO PO BOXES?
Yes, USPS can ship to PO boxes, although physical addresses are preferred.
WHAT COUNTRIES DO YOU SHIP TO?
We only ship within the United States, including Hawaii, Alaska, and Puerto Rico. We do not ship internationally.
WHAT IF MY PRODUCTS ARRIVE DAMAGED?
If an item or items arrive broken or damaged, please email customerservice@ontuwi.com. We can only replace items that are damaged to the point of not being usable.
WHAT IF MY ORDER IS MISSING ITEMS OR CONTAINS THE WRONG ITEMS?
If you have missing/wrong items, please send an email to customerservice@ontuwi.com and we will arrange to get you the correct item(s). Please include order number and explain what is wrong with your order.
WILL I BE CHARGED SALES TAX?
Sales tax is charged based on your delivery state.
CAN I MODIFY OR CANCEL MY ORDER AFTER I PLACE IT?
Once you receive an order confirmation, your order cannot be canceled or modified in any way. If you entered an incorrect shipping address, please email customerservice@ontuwi.com and we will try our best to help rectify.
DO YOU SHIP INTERNATIONALLY?
No.
DISCOUNTS AND PROMOTIONAL CODES
CAN I COMBINE DISCOUNT CODES?
No. Discount codes cannot be combined. One discount code per order. If you have more than one code, feel free to place multiple orders.
MY ORDER IS OVER $50, WHY AM I STILL GETTING CHARGED FOR SHIPPING?
Please make sure your order is $50 or more after a discount is applied. Free shipping is only for order of $50 or more after all discounts have been applied.
GENERAL QUESTIONS?
WHAT FORMS OF PAYMENT DO YOU ACCEPT?
We accept all major credit cards.