Shipping policy

We want you to know exactly what to expect when you shop with us. Please take a moment to read through the details below before placing your order.

Order processing

We typically process orders within 48–72 hours. Any order submitted over a weekend or on a public holiday will enter processing on the next available business day. Fulfillment is subject to stock availability at the time of your order.

A confirmation email will be sent to you shortly after checkout. It includes your order number and a summary of your purchase. Please note this is an acknowledgement of receipt, not a guarantee of fulfillment — orders may still be cancelled in certain circumstances.

Estimated shipping windows shown on product pages are guides only. We're a small team and occasionally face delays from high demand, material availability, or other factors outside our control. We always aim to ship as promptly as we can.

Changes & cancellations

We're unable to modify an order once it has been submitted. If the shipping address on your order needs to be corrected, the order will need to be cancelled and placed again with the right details.

If you need to cancel, please get in touch with us within one hour of ordering. Once we've started preparing or packing your order, cancellation is no longer possible — all items are made to order. Our team is available during regular business hours, so we recommend reaching out right away if there's an issue.

To avoid any complications, please take a moment to review your shipping details carefully before completing checkout.

Delivery

Shipping costs and available delivery methods are based on your location, your chosen service, and where the item is dispatched from. You'll see your options and the exact rate at checkout after entering your address.

  • PO Boxes: We're currently unable to ship to PO Box addresses. If a PO Box is entered at checkout, your order may be delayed or cancelled.
  • Multiple orders: Orders placed separately cannot be merged after the fact.
  • Scheduling: We're not able to hold, delay, or schedule a specific dispatch date. If you won't be around to receive your package, we suggest cancelling your order and reordering when you're ready.

Tracking

Once your order has left us, you'll receive a follow-up email with your tracking details. If your items are shipping from different locations, expect separate packages — each with its own tracking number.

We're unable to redirect or make changes to a delivery once it's on its way.

Lost, stolen & damaged items

OTAHSÉ cannot be held responsible for packages that go missing or are stolen after a successful delivery. Once a package has been dropped off at the address provided, it is in the care of the recipient.

If you believe your parcel was stolen post-delivery, we recommend contacting your local police and your insurance company.

Received something damaged? Please reach out to us within 48 hours of delivery. We'll need photos of both the outer and inner packaging, along with the damaged item in its unused state. A short video can also be helpful if there's a functional problem. We're unable to process claims raised after the 48-hour window has passed.

OTAHSÉ and our carrier partners are not liable for loss or damage that occurs when a package is left with a neighbor, at a pickup point, or in an unattended location at your request.

Customs & taxes

All orders shipping within the USA are sent duties paid.

For international orders, your parcel may be held at customs and subject to import duties or local taxes on arrival. These fees are set by your country's authorities and are entirely the responsibility of the recipient — we're unable to cover or refund them. We highly recommend researching your country's customs fees before making a purchase to avoid any unexpected costs.

Applicable sales tax for domestic US orders will be calculated and shown at checkout.

Third-party carriers

OTAHSÉ is not responsible for packages or items delivered by third-party shippers. Once an order is delivered to the shipping address provided, all goods become the purchaser's responsibility.