Shipping & Return Policy

Shipping Policy

Thank you for shopping with Osoi River! We are committed to providing fast and reliable shipping for all orders placed on our Shopify store. Please note that we currently ship exclusively within the United States. International shipping is not available at this time.

Shipping Methods and Costs

  • We partner with trusted carriers such as USPS, UPS, and FedEx to ensure your order arrives safely.
  • Standard Shipping: $5.99 flat rate (free on orders over $50).
  • Expedited Shipping: $12.99 (2-3 business days delivery after processing).
  • Shipping costs are calculated at checkout based on your selected method and order weight. Taxes and duties (if applicable) are the responsibility of the customer.

Processing and Delivery Times

  • Orders are typically processed within 1-2 business days (Monday through Friday, excluding holidays).
  • Standard Shipping delivery: 3-7 business days after processing.
  • Expedited Shipping delivery: 2-3 business days after processing.
  • Please note that delivery times are estimates and may vary due to factors like weather, carrier delays, or high order volumes. We are not responsible for delays caused by these external factors.
  • Skincare products are shipped in protective packaging to maintain product integrity, but we recommend storing them away from extreme temperatures upon receipt.

Order Tracking

  • Once your order ships, you'll receive a confirmation email with a tracking number. You can track your package directly on the carrier's website.

Shipping Restrictions

  • We do not ship to P.O. boxes, APO/FPO addresses, or U.S. territories at this time.
  • For skincare items, we comply with all U.S. regulations regarding hazardous materials. If your order contains restricted items, we may need to adjust or cancel it.

If you have any questions about your shipment, contact our customer support at support@osoiriver.com (mailto:support@osoiriver.com).

 

Return Policy

At Osoi River, your satisfaction is our priority. If you're not completely happy with your purchase, we're here to help. Due to the nature of skincare products and hygiene concerns, our return policy has specific guidelines to ensure safety and quality.

Return Window

  • Returns are accepted within 30 days of the original delivery date.

Eligibility for Returns

  • Items must be unused, unopened, in their original packaging, and in resalable condition.
  • Personalized or custom products, opened skincare items, and final sale items are not eligible for return.
  • Proof of purchase (order number or receipt) is required.

Return Process

  1. Contact our customer support team at support@osoiriver.com (mailto:support@osoiriver.com)] to request a return authorization (RA) number. Include your order number and reason for return.
  2. Once approved, ship the item(s) back to us using a trackable method. Include the RA number on the package.
  3. Returns must be sent to: 16000 Pines Blvd. #820304, Pembroke Pines, FL 33082
    • We recommend insuring the package, as we are not responsible for lost or damaged returns in transit.

Refunds and Exchanges

  • Refunds: Once we receive and inspect your return, we'll process a refund to your original payment method (minus original shipping costs). Refunds typically take 5-10 business days to appear on your statement.
  • Exchanges: If you'd like to exchange for a different item (subject to availability), note this in your return request. We'll waive the return shipping fee for exchanges on defective items only.
  • Return shipping costs are the responsibility of the customer, unless the return is due to our error (e.g., wrong item shipped or defective product). In such cases, we'll provide a prepaid return label.

Exceptions and Notes

  • We reserve the right to refuse returns that do not meet our policy criteria.
  • For defective or damaged items, please contact us within 7 days of receipt with photos for faster resolution.
  • Refunds do not include original shipping fees unless the return is our fault.

If you have any questions or need assistance with a return, our team is available to help. Thank you for choosing Osoi River!