Shipping & Delivery
ORDER MODIFICATIONS POLICY:
Cancellation: Possible within a limited timeframe after order placement. Contact us promptly via email to info@oakcha.com
Change of Address: Address changes can be made before the order is shipped.
Item Removal: Items can be removed from your order within the modification period but before processing has begun.
Item Swap: Unfortunately, we can't accommodate item swaps post-order due to pre-calculated taxes.
How to Request Modifications:
Contact our customer support team with your order number and specific modification details via email to info@oakcha.com
Note: Order modifications are subject to approval. Once an order is in the shipping process, changes may not be possible. Thank you for understanding.
SHIPPING PROCESS
It will take up to 2-4 business days to process your order, regardless of the shipping option selected at checkout. We ship Monday through Friday, excluding weekends and holidays. We do NOT ship orders the same day. Please allow up to 3 business days for orders to process (for example, if you order on Monday, your order should ship out on Tuesday, Wednesday, or Thursday). You will receive a confirmation e-mail with the tracking link once your order ships. Express shipping options and any other third-party fees are non-refundable.
Kindly note that if inaccurate or incomplete addresses are provided, or if there are unverified details with your order, it may delay processing by an additional 1-2 business days. We encourage all customers to thoroughly review their shipping and billing information prior to checking out to ensure any possible delays are avoided.
Your package may or may not require a signature. Most packages are delivered to the mailbox or front door of the address provided, however, it is up to the delivery courier to decide if the package is safe being left in the open. If they deem it unsafe, they will hold the package at a local post office or re-schedule another delivery. Our best recommendation is to input a shipping address where you know your or someone else will be available to accept the package (a work address or a friend's address).
TRACKING YOUR ORDER
You will receive a confirmation e-mail once your order has been processed to the e-mail address provided at the time of checkout, which can take up to 72 hours. You will receive a second e-mail once your order has shipped, which will include your tracking number and a link to follow the journey of your package. If there is a problem with your tracking number or package delivery, please contact the courier directly prior to contacting us. Please allow 1 - 4 days for the tracking information to show. In some rare case, the tracking information may not update but you will still receive your order. Please contact us after the estimated delivery time.
COURIER PHONE NUMBERS
| COURIER | PHONE | GET HUMAN INSTRUCTIONS |
|---|---|---|
| USPS | 1-800-275-8777 | Press 0 , then 0, then press 5, then 5, then 2 |
| FedEX | 1-800-463-3339 | Keep saying "Speak to a representative" at each prompt |
| UPS | 1-800-742-5877 | Press 0 at each prompt, ignoring messages |
| Canada Post | 1-800-267-1177 | Press 0 at each prompt, ignoring messages |
| DHL Express | Varies by country | Click here for customer support |
| Hongkong Post Speedpost | 852-2921-2222 | Press 8, then press 5 |
| GLS | Varies by country | Click here for customer support |
INTERNATIONAL TAXES AND DUTIES
International customers (outside of the United States and Canada) are responsible to pay any applicable inbound duties, taxes, and any other fees which your local Customs authority deems appropriate. These fees are paid to your local carrier or government and are not collected by Oakcha, and thus cannot be refunded.
We ship international packages DDU (duties and taxes unpaid), meaning that these fees are not included in the price of the goods you purchase from our website. All applicable fees must be paid by the recipient in order to receive the parcel. As we are unable to advise the amount of what these fees might be, we recommend to contact your country's customs office or tax agent for respective charges and rates on a package coming outside of your country.
Please note that DHL pays on your behalf for any duties and taxes that are due on the goods, as soon they enter the country. This simple process ensures that the courier can deliver your package in shortest possible transit time. The goods are released to you only upon the full repayment of any duties and taxes that were paid on your behalf. On some occasions, you may receive an invoice from DHL after the delivery of goods, for the charges they have paid on your behalf at destination, plus a small administration fee.
WRONG ADDRESS DISCLAIMER
It is the responsibility of the buyer to make sure that she or he enters the shipping address correctly. We do our best to speed up processing and shipping times, hence there is a very small time gap to cancel/change your order or to change the address of your order. If you decide to cancel your order or change your shipping address, please write to us at info@oakcha.com as soon as you place your order. We will do our best to make the change, however we cannot guarantee that we will be able to do so, as there are varying time limits in which we are able to do so.
If it's too late for our team to cancel your order, you can return your order to us once you've received it. For more information on how to return your order click here.The only thing we can do is wait to see if the package gets returned back to us. If it does get returned back to our warehouse, we can then ship it to the correct address or provide you with a full refund.
Extra Shipping Charges: If you upgraded your shipping and the package was returned to us due to an incorrect address and if you would like a refund, you will not be reimbursed for the upgraded shipping fees.
RETURNS
By placing an order at Oakcha, you are responsible for the cost of return shipping back to Oakcha. Please refer to our returns policy here for further information on how to return your package.
DELIVERED BUT NOT DELIVERED
All of our shipments include tracking with delivery confirmation. If the tracking information confirms that the item has been delivered to your order address but you have not received your order, please contact couriers at numbers above in order to investigate this issue. We cannot be held accountable for packages where tracking information states the package has been delivered to your order address.
If you have previously experienced lost or stolen packages where you reside, we encourage you to instead have your package delivered to a work address to ensure that you receive it safe and sound.