Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, please contact us within 12 hours.
Refunds policy
We want you to shop with confidence. That’s why we proudly offer absolute satisfaction guarantees that ensure your customers will receive a purchased item on time and as described.
Our highest priority is to make you happy, so everyone who shops on owleys.com receives the following guarantees:
- full or partial refund if the product is not as described;
- full refund if the product wasn’t delivered (I.e. the shipping company received the product from us, but did not deliver it to the customer).
Note that refunds are not available under the following circumstances:
- your order does not arrive due to factors within your control (e.g. providing the wrong shipping address);
- your order does not arrive due to exceptional circumstances outside our control (e.g. not cleared by customs, delayed by a natural disaster, etc.).
- your order does not arrive, but the package is delivered according to the tracking details of the shipping company – in this case, please try contacting the shipping company.
Also, please note that express shipping fees are non-refundable.
How do refunds, returns, and exchanges work?
All our products are backed with 30-day money-back guarantee. Just send us a message on Contact Us page or contact us at support@owleys.com and we will refund the purchase price.
- In case your report a damaged or incorrect product, you are required to submit photo evidence within 14 days of receiving the item. If the claim is approved, a refund will be issued.
- If the product packaging is damaged but the product itself is intact, you must submit a claim to the shipping carrier directly.
- Missing order / missing product: in case a package is delivered (based on the tracking number update), but you claim that you did not receive the item, you must submit a claim to the shipping carrier directly.
If you experienced any of the above scenarios, report the issue within 14 days of receipt. Otherwise, you agree that the product is deemed delivered and satisfactory.
How to request a return or exchange?
First, please contact us through this Contact Form. Do not send the item back without first contacting us and receiving feedback from us! Here we’ve put together all the steps you’ll need to make in order to complete your return or exchange.
- In the event of a return or exchange request, contact our support team via email at support@owleys.com and include the evidence if required.
- After your order return or exchange is approved, you ship the product back to our warehouse at the following address: 119 Scott Street, Wausau, WI 54403, US. You either do it with our label or at your own expense.
- You ship the product and provide us with a tracking number.
- Once we receive the package, we process a refund or ship a replacement to the original payment method. Please note that it takes up to 7 business days to process a refund or ship a replacement after receiving the package back to our warehouse.
If you have any questions, please don’t hesitate to contact us at support@owleys.com!
