Shipping & Order FAQ
⭐ Before emailing us, please check our Shipping FAQ! Most order issues can be resolved quickly by reviewing the FAQ—it's the fastest way to get answers! Email responses can sometimes take up to a week or longer. ⭐
Q: How long will it take for my order to ship?
A: Orders typically ship within 7 days of purchase. However, during large shop drops or busy seasons, it may take up to 14 days. All order fullfillment is currently handled by one person.
Q: My order arrived damaged. What should I do?
A: If your order arrives damaged, please email us at onehellofatown(@)gmail.com with clear photos of the damage on the package and product in good lighting. We will typically replace damaged items. If the item is out of stock, we will issue a refund for the damaged item.
Q: Can I return or exchange an item if it doesn’t fit?
A: Due to our limited stock, we do not accept returns or exchanges. However, you are welcome to resell the item on your own.
Q: I forgot to apply a discount code, can I be refunded for the difference?
A: Unfortunately, discount codes cannot be applied retroactively. If you forgot to add a discount code, there is nothing we can do to adjust your order.
Q: I entered the wrong shipping address. Can I change it?
A: If your order has not shipped yet, we can update your address. If it has already been shipped, we are unable to retrieve it. If the package is returned to us, we will send you a link to cover the cost of a new shipping label.
Q: Do you accept refunds?
A: We can issue refunds only for orders that have not shipped yet. Once an order has been shipped, we cannot process a refund. Please ensure you are committed to your purchase before placing an order.
Q: My order is lost. What should I do?
A: If you believe your package is lost, we recommend filing a claim with your local post office. Once a package leaves our studio, we have no control over its delivery. We are unable to issue refunds for lost orders, as we cannot verify if a package is permanently lost or delayed.
https://www.usps.com/help/missing-mail.htm
Q: I was charged a customs fee. Can you cover it?
A: If you're ordering internationally, your country may charge customs fees, which we cannot predict or pay on your behalf. The shipping fee at checkout covers postage and packaging costs, but customs charges are determined by your country’s regulations. Failure to pay customs fees may result in your package being discarded.
Q: Can I order custom products from OHOAT?
A: We do not take individual commissions, as we focus on designs for the shop. However, if you’re a company interested in bulk custom orders, we’d be happy to discuss a collaboration!
Q: Do you offer wholesale?
A: Yes! We handle wholesale requests on a case-by-case basis. Feel free to reach out if you're interested.
ALL SALES ARE FINAL. WE DO NOT ACCEPT RETURNS OR EXCHANGES.
Anti-Harassment Policy & Right to Refuse Service
We have the right to refuse service to any Customer who exhibits harmful, rude, or manipulative behavior to our shop or employees over e-mail, messaging, or otherwise. In this event, any outstanding orders associated with Customer will be cancelled and a ban will be implemented.
UPDATED: MARCH 19 2025