Shipping policy
Shipping Policy
Thank you for shopping with O.V.A. Please review our shipping information before placing your order.
Order Processing
Orders are typically processed within 1–3 business days, excluding weekends and holidays.
During holidays, promotions, product launches, or periods of high order volume, processing may take longer. Once an order enters fulfillment, changes or cancellations may no longer be possible.
Estimated Delivery Times
After processing, most orders are estimated to arrive within 7–20 business days.
Delivery times are estimates only and are not guaranteed. Shipping may be affected by carrier delays, weather, customs processing, holidays, inventory availability, or other circumstances outside O.V.A.’s control.
Some items may ship separately and arrive in multiple packages because we work with different fulfillment locations.
Order Tracking
Tracking information will be sent to the email address or phone number provided at checkout once it becomes available.
Tracking updates may take 2–5 business days to appear after the order has shipped.
Incorrect Shipping Information
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please contact shop.ova.hq@gmail.com immediately if you notice an error. Address changes are not guaranteed once an order has entered processing or fulfillment.
O.V.A. is not responsible for delays, losses, failed deliveries, or additional shipping expenses caused by incorrect or incomplete information, including missing apartment or unit numbers.
Packages Marked Delivered
When tracking shows that a package has been delivered, please check:
- All entrances and delivery areas
- Your mailbox or parcel locker
- Household members and neighbors
- Any delivery notes provided by the carrier
You must also contact the shipping carrier directly to request additional delivery information.
Delivery concerns must be reported to shop.ova.hq@gmail.com within 48 hours of the delivery scan. O.V.A. may require carrier documentation before reviewing a replacement or refund request.
Lost or Delayed Packages
A package is not considered lost while it is still actively moving through the carrier network.
If tracking has not updated for an extended period, contact us at shop.ova.hq@gmail.com with your order number. We will review the shipment and contact the carrier or fulfillment partner when appropriate.
O.V.A. is not responsible for carrier delays, but we will assist with investigating qualifying delivery issues.
Damaged, Incorrect, or Incomplete Orders
Please inspect your order immediately upon delivery.
Damaged, defective, incorrect, or incomplete orders must be reported within 48 hours of confirmed delivery.
Claims must include:
- Your full name and order number
- Clear photos of the entire item
- Close-up photos showing the issue
- Photos of the original packaging
- A clear photo of the shipping label
- Photos showing all items received
Photos must be clear and unedited. Additional photos or video evidence may be requested. Claims submitted without sufficient evidence may be denied.
Refused, Unclaimed, or Undeliverable Packages
Packages that are refused, unclaimed, or returned because of an incorrect address or failed delivery attempt may be refunded only after they are received and inspected.
Original shipping charges, return-to-sender fees, and reshipping costs may be deducted from the refund where permitted.
International Orders
International customers are responsible for any customs fees, import taxes, duties, or additional charges imposed by their country unless otherwise stated.
Customs processing may cause additional delays outside O.V.A.’s control.
Marketplace Orders
Orders placed through TikTok Shop or another third-party marketplace are also subject to that platform’s shipping, delivery, cancellation, and refund requirements. When marketplace rules differ from this policy, the marketplace requirements will apply to that order.
Contact Us
For shipping or delivery questions, contact:
O.V.A. Customer Care
shop.ova.hq@gmail.com