Refund & Retune

Shipping & Delivery

  1. Order Delays

    • Orders lacking tracking information, in transit, pending, or expired will be considered delayed if:

      • USA: 45 days after departure from our warehouse.

      • Brazil: 110 days due to customs clearance delays.

      • OohoPacket Liquid Line: 100 days for all countries.

    • Some special shipping methods are not eligible for dispute resolution.

    • If your package is pending at the local post office due to address issues, unclaimed status, or customs clearance, please contact your local post office for assistance.

  2. Orders Not Received

    • If tracking shows "delivered," refunds or resends are not applicable.

    • If your package was not received despite delivery status, a non-delivery certificate from the local post office is required.

    • Common tracking alerts include:

      • Incorrect/insufficient address, unknown recipient, unclaimed package, refused delivery, uncleared customs, and other issues.

    • Unclaimed packages will be held at the post office for 3-7 days before being returned. If returned, refunds will not be issued.

Refund & Return Policy

  1. Damaged Products

    • Full refund or replacement for badly damaged items.

    • Partial refund or replacement for minor damage (e.g., slight scratches, wrinkles).

    • Refunds for fragile products are highly recommended.

    • Damaged packaging (not the product itself) is not eligible for refunds.

    • Claims must be made within 30 days of delivery.

  2. Incorrect or Missing Products

    • Full refund or replacement for incorrect products.

    • Refund/resend for color/size issues if proof of customer complaint is provided.

    • Partial refund or resend for missing product parts based on function impact.

    • For size disputes, provide accurate measurements with photos for faster resolution.

  3. Order Cancellations

    • Full refund available before warehouse processing.

    • Non-cancelable after payment for custom (POD), pre-order, or media service orders.

Important Policies

  1. Dispute Deadlines

    • Disputes cannot be opened after order status is marked closed.

    • Untraceable tracking information cannot be disputed.

  2. Force Majeure

    • We are not responsible for delays or damages caused by natural disasters, war, strikes, customs inspections, or pandemics.

  3. Shipping Method & Destination Limits

    • Some shipping methods may not be trackable in specific regions.

    • Orders to certain restricted countries are not eligible for disputes or refunds.

  4. Returns

    • Returns to our warehouse are discouraged due to high international costs and long transit times.

    • If returning, it must be done within 30 days of receiving the product.

  5. Unacceptable Disputes

    • Disputes will not be accepted for reasons such as:

      • Personal preference ("I don’t like it").

      • Slight differences from product descriptions.

      • Unusual smell or incorrect item ordered by the customer.

      • Deleted tracking info by the logistics company.