Why is a product in my order shipping later?
Some of our products are available as part of a pre-order sale - product that will be shipped out on a later date, specified at the time of purchase. Pre-order sales include both made-to-order product sales and pre-release sales (for more information on pre-orders click here). Products that are part of a pre-order sale will have a specific shipping timeframe indicated on the product page at the time of purchase. The expected ship date for these products will be listed on the product page under the product title.
How long before my international order ships from your warehouse?
Orders typically take 2 - 3 business days (not including holidays) to process after being placed, though this can vary based on volume. When your order has shipped, you should receive an shipment confirmation email with your tracking information
Does international shipping include import/customs fees or taxes for my order?
Shipping and handling charges for your order do not cover duties, VAT, or other customs-related fees.
Depending on the country in your shipping address, import fees may apply. We recommend checking with your country’s relevant government agency to learn more.
How is international shipping cost calculated?
The cost of shipping is dependent on the total weight and the destination of the order for both domestic and international shipping. The cost will be calculated after your shipping address is entered during the check out process before any payment information is required for full transparency of cost before completing the order.
How does international shipping work and how long does it take?
On average, international orders take between 3 - 10 weeks to ship depending on the destination country. Please keep in mind this average delivery time only accounts for transit from the US to the destination country. It does not account for possible delays in customs or additional transit time needed for your local postal service to deliver your package to you. It is hard for us to provide an estimated time for this process as each country is different.
After an order is placed, there is a 2 - 3 business days (not including holidays) processing period before the order is shipped. Once the order has been fulfilled, it will be delivered using the shipping method selected at check out. We have two shipping options available and expected delivery varies depending on the shipping method.
Standard Shipping: typically takes 3 - 8 business days in the contiguous 48 states and 10 - 14 business days for Alaska, Hawaii, APO/FPO, and US territories.
Priority Shipping: typically takes 2 - 3 business days in the contiguous 48 states and 5 - 7 business days for Alaska, Hawaii, APO/FPO, and US territories.
I haven't received a shipment notification email/tracking.
Keep in mind it can take up to 2 - 3 business days for your package to ship after the order has been placed. You will receive a shipment notification when the package leaves our warehouse, and it can take a day or so for the tracking status to update in the tracking website.
The shipment notification email should be sent to the email used to complete the order. Our emails are sometimes filtered to the spam/junk folder, so it is possible the shipping confirmation is in that folder rather than your inbox.
If you are unable to locate the email, contact our Customer Happiness team and we will resend it to you.
Unfortunately, sometimes packages are marked as delivered and they are not in the mailbox or with a neighbor. If you contact our Customer Happiness team, we'll do what we can to help locate your package.
I chose the wrong size on my order. Can I change it?
There is a 12 hour hold period after the order has been placed in which we are able to edit orders to change the size of a garment, add or delete items from your order, and/or make other changes to the items in your order. After this 12 hour hold period has passed, we are unable to make edits to the order.
Contact our Customer Happiness team as soon as possible with changes to your order to ensure they are made within this time period.
Can I change the address on my order?
You can change your address up to 12 hours after your order has been placed. If you need to update your shipping address, contact our Customer Happiness team as soon as possible after the order is placed so we can make the change for you.
After the 12 hour hold period, your order begins processing at our warehouse and we are unable to make updates to the shipping address. In this situation, you can call the shipping provider (USPS, FedEx, or DHL Global Mail) with your tracking number and see if they are able to update the shipping address for you.
Can I cancel my order?
We have a 12 hour hold period after every order has been placed in which an order can be cancelled. After the 12 hour hold period, the order can no longer be cancelled.
If you would like to cancel your order, contact our Customer Happiness team as soon as possible to ensure we are able to process the cancellation.
What is your return/exchange policy?
If you are preparing to place order, please check out the size guide under the product info to ensure you order the correct size. It really works, so please make sure to read the measuring tips!
Due to the limited nature of our merchandise, all sales are final. However, if you find that your garment doesn't fit you, contact our Customer Happiness team and we'll see if we have stock available to exchange. If we do, we'll be happy to accommodate you. Just keep in mind that these are exclusive campaigns -- while we try to keep a little extra for exchanges, it doesn't always work out.
Be advised that if you are an international customer, we are unable to facilitate returns or exchanges of any kind.
My order is damaged, defective, or incorrect.
At Ocearch, we work very hard to ensure every order is shipped safely and correctly. In the case your order arrives in less than perfect condition, please contact our Customer Happiness team and we will take care of you as quickly as possible!
What payment methods do you accept?
We accept most major credit cards, Amazon Pay, PayPal, and pre-paid gift cards. Unfortunately, we do not accept payment with an American Express credit card.
What currency will the order be charged with?
Cost of merchandise and total order amount will display in USD. All purchases are charged in USD as well. When the charge is listed on your bank statement, the amount shown on the statement will be in your country's currency, not in USD as displayed in our website throughout the check out process.
I'm having trouble processing my payment. What do I do?
Here are a couple of items to check if the payment is not processing:
- The billing address autofills with the shipping address during the check out process. The shipping address can often be different from the billing address associated with the card. Double check the billing address is the correct address.
- Are the card number, cardholder name, expiration date, and CVV number on your card entered correctly?
- Is the default card for your PayPal or Amazon Pay account a currently active credit card? If not, update the default credit card in your account and try the payment again.
If none of these are the case and you are still experiencing an issue with payment, we recommend contacting your bank, PayPal, or Amazon Pay for further information and instruction.
Do your items run true to size?
Our garment sizes are standard adult sizes. Each product page has a tab with a size guide and measuring tips for that individual garment to assist with choosing the best size. If you are in between size measurements, we recommend to go up one size to ensure the best fit.
Our sizes are all standard US adult sizes. Check out the size guide and measuring tips located under the product details for each item to determine the best size. If you have questions regarding sizing, our Customer Happiness team will gladly assist you.What materials are your products made with? Will they shrink when washed?
Each of our items are unique and therefore made with different materials. You can find the materials and care instructions for each item under the "Product Details" tab on the product page. Keep in mind any product made with cotton (any percentage of cotton) will shrink when washed.
If you have any questions that were not addressed here, or you have some other concern, please let us know at firstname.lastname@example.org.