Shipping Policy
Last Updated: December 18, 2024
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Free Standard Shipping (US Only)
We offer free standard shipping on all orders shipped within the United States, including Alaska and Hawaii.
International shipping is not currently available. We'll notify customers on our email list when international shipping becomes available.
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Processing Time
Orders are processed and shipped quickly:
• Orders placed by 2:00 PM EST (Monday-Friday) ship the same business day
• Orders placed after 2:00 PM EST ship the next business day
• Orders placed on Saturday or Sunday ship the following Monday
Business days are Monday through Friday, excluding federal holidays.
Example: If you order on Wednesday at 1:00 PM EST, your order ships Wednesday. If you order on Wednesday at 3:00 PM EST, your order ships Thursday.
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Delivery Time
Standard shipping takes 3-5 business days after your order ships.
Total time from order to delivery:
• Same-day processing: 3-5 business days
• Next-day processing: 4-6 business days
Delivery times are estimates. Most orders arrive within this window, but carrier delays can occasionally occur during peak seasons or due to weather.
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Tracking Your Order
You'll receive tracking information automatically:
1. Order confirmation email sent immediately after purchase
2. Shipping confirmation email sent when your order leaves our facility (usually within 24 hours)
3. Tracking link included in shipping email for real-time updates
If you don't receive tracking information within 24 hours of placing your order on a business day, please email support@ondomug.com.
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Shipping Carriers
We ship via USPS, UPS, or FedEx depending on your location and the fastest available option.
You cannot choose a specific carrier, but we select the carrier that will deliver your order most quickly based on your address.
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Shipping Address
Important: Please double-check your shipping address before completing your order.
Once an order ships, we cannot change the delivery address. The carrier controls the package at that point.
If you need to change your shipping address:
• Email support@ondomug.com immediately after placing your order
• Include your order number
• We'll update the address if the order hasn't shipped yet
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PO Boxes and Military Addresses
We ship to:
• PO Boxes via USPS
• APO/FPO/DPO military addresses via USPS
Note: Delivery to military addresses may take longer than standard shipping times (typically 7-14 business days).
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Order Tracking Issues
If tracking shows "Delivered" but you haven't received your package:
1. Check around your delivery location (front porch, side door, mailbox area)
2. Ask neighbors or building management if they accepted the package
3. Wait 24 hours (carriers sometimes scan packages as "delivered" slightly early)
4. Check the tracking details for the exact delivery location noted by the carrier
If you still can't locate your package after 24 hours, email support@ondomug.com with your order number. We'll:
• File a claim with the carrier
• Investigate the delivery
• Send a replacement if the package cannot be located
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Damaged Packages
If your package arrives visibly damaged:
1. Take photos of the damaged package and shipping box
2. Email support@ondomug.com with the photos and your order number
3. We'll send a replacement immediately at no cost
You do not need to return the damaged item unless we specifically request it.
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Shipping Delays
Shipping delays can occur due to:
• Weather events
• Carrier delays during peak holiday seasons
• Natural disasters
• Carrier operational issues
If your order is significantly delayed beyond the estimated delivery window, email support@ondomug.com and we'll investigate with the carrier.
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Customs and International Orders
We currently ship only within the United States. Orders to international addresses cannot be processed.
If you're located outside the US:
• Email hello@ondomug.com with your location
• We'll add you to our notification list for when international shipping launches
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Questions About Shipping?
Email: support@ondomug.com
Phone: +1 (737) 265-8481
Business Hours: Monday-Friday, 9:00 AM - 6:00 PM EST
We typically respond within 2-4 hours on business days.
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Related Policies
• Returns & Refunds - 30 day money-back guarantee with free return shipping
• Warranty Policy - 1 year warranty on all Ondo mugs
• Terms of Service - Complete terms and conditions
