Discovery Sample Set

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.

Returns We are pleased to accommodate returns and exchanges within 30 days. If 30 days have gone by since your purchase, unfortunately we can't offer you a refund or exchange. To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. To complete your return, we require a receipt or proof of purchase. Refunds (if applicable) Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days. Late or missing refunds (if applicable) If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at info@oakcha.com. Exchanges (if applicable) We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at info@oakcha.com. Gifts If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you. If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return. Shipping You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund. Depending on where you live, the time it may take for your exchanged product to reach you, may vary. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.