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FAQ'S

We are the world’s only carbon neutral online shopping platform. We calculate an exact environmental impact score for each order placed on Ooala.com. This score varies based on the product and delivery method. We use this score to determine exactly what to give back to the environment to make sure your order is net zero, meaning it has no environmental impact. To do this we take a portion of the money you paid for your order and use it for projects such as reforestation and ocean cleanups. This amount varies from order to order based on the impact score. All orders on Ooala.com are net zero. Click here to learn more.

All orders on Ooala are net zero, which means zero impact on the environment. It takes decades for companies to get to net zero on their own, and it’s almost impossible for new brands and smaller companies to do this from day 1. To do this we take a portion of the money you paid for your order and use it for projects such as reforestation and ocean cleanups. This amount varies from order to order based on the impact score, which is calculated individually for each order.  We then work with these companies (our vendors) to establish green manufacturing and shipping policies that will improve their environmental impact over the long term. By selling products through Ooala companies are net zero from day 1 and can then utilize our expertise to lower their total impact over time. Click here to learn more.

Please allow 1-3 business days for your order to ship due to processing time. Different vendors might have different processing or shipping policies that can cause delays in the delivery of your order. For example, some vendors participate in carbon reduced shipping programs which often means slower shipping speeds. If you have any questions about your order please reach out to us at [email protected] and we’ll be happy to take a look for you. *Business days are Monday to Friday and do not include federal holidays within the United States.

Returns are accepted within 30 days of your order date for orders placed on Ooala.com. After we receive your returned items, we will process your refund onto your original form of payment. Original shipping and handling fees and "Duties & Taxes Reimbursements" will not be refunded. Please allow 5-10 business days from receipt of your returned item(s) for your refund to post. If you need help with a return please reach out to us at [email protected] and we’ll help you process it ASAP. *If a vendor is unable to accept a return that falls within our normal return guidelines, we will process your return using either an Ooala Gift Card or Ooala Store Credit. Vendor return policies will not affect your ability to receive a refund for your order, but may affect the form that refund is processed in.

At this time we do not offer direct exchanges.

We only accept returns for eligible products purchased on Ooala.com. We have great relationships with our retailer partners and if you would like to return a product purchased from one of our retailers, please contact them directly for assistance and information regarding their return policy.

Please verify that the billing information you have entered is the same as the information your bank has on file. If you enter billing information that varies from what your bank has on file, then your order will not go through. If you continue to have issues, please feel free to email us at [email protected] to chat with an agent. Please note that our customer service team is unable to make any changes to your order once it is processing. For subscription orders, please log in to your account ahead of the scheduled ship date to make any changes. Click here to log in to your account then click “My Subscriptions” for a step-by-step process.

Our Client Services team is here to help you and can be reached by emailing [email protected] (please note that we are closed on holidays). Requests are responded to within 24 hours.

Any order over $49 will receive free shipping. A fee of $2.99 is applied per-item to all shipments under $49. Certain exceptions apply for countries with less-developed fulfillment networks. All other shipping costs will be listed during the checkout process if applicable. Please note that vendors are responsible for their own fulfillment, so orders of multiple products may come in multiple different shipments. If you’d like to receive your order sooner, you can select expedited shipping. Increased shipping costs will be applied at checkout for this service.

All orders are processed within approximately 1-3 business days after the order is placed. Orders placed on a weekend or holiday will be processed within 1 to 3 business days, Monday through Friday. Subscription orders will be processed on the frequency selected at the time the subscription was established. To change your shipping date, please click here to log in to your account and manage your subscription. Please remember that orders cannot be edited once processing begins. All processing times are estimates and may be subject to change.

All orders are processed within approximately 1 to 3 business days after the order is placed. Orders placed on a weekend or holiday will be processed on the next business day and will ship within 1 to 3 business days. Please note that all processing times are estimates and may be subject to change. Once your order ships, you will receive an email with tracking information. The shipping methods offered during checkout will differ based on your shipping address and number of items being ordered. PLEASE NOTE: Ooala reserves the right to change its shipping policies at any time.