Frequently Asked Questions
The answers below provide a general summary of common questions. Please refer to the linked policies for the complete terms that apply.
Unless otherwise stated, business days are Monday through Friday, excluding U.S. federal holidays. Transit estimates also exclude days when the applicable carrier is not operating.
Products and Orders
Does Theonarndary sell genuine branded products?
Yes. Theonarndary is an independent store selling genuine branded products through this website, with authorization to sell them and use the relevant trademarks and approved brand materials.
Learn more on our About Us page.
Shipping and Delivery
Where do you ship?
We offer shipping to all 50 U.S. states, the District of Columbia, American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, the U.S. Virgin Islands, eligible U.S. military addresses, the Federated States of Micronesia, the Republic of the Marshall Islands, and the Republic of Palau. Checkout may also offer shipping to other destinations. Delivery availability for any particular address is confirmed only when checkout accepts the complete delivery address and displays an available shipping option.
See our Shipping Policy for the complete destination terms.
Is shipping free, and who is responsible for customs-related charges?
Shipping is free for every order accepted for delivery at checkout, with no minimum purchase requirement or destination-based shipping surcharge. Theonarndary is responsible for the import duties, tariffs, import taxes, and customs-clearance charges described in our policy. Customers do not bear the final cost of those covered charges. If a carrier or customs authority nevertheless requests payment, contact us before paying whenever possible. If payment is required to receive a package, keep the official proof of payment and follow the review and reimbursement process in our Shipping Policy. Applicable sales tax is separate.
See our Shipping Policy for the complete shipping and customs terms.
What processing and delivery times should I expect?
Orders successfully placed before 4:00 p.m. ET on a business day begin processing that day. Orders successfully placed at or after 4:00 p.m. ET, or on a non-business day, begin processing on the next business day. The processing period for every order accepted for delivery is 1–2 business days.
For shipments to the 50 U.S. states, the District of Columbia, American Samoa, Guam, the Northern Mariana Islands, Puerto Rico, the U.S. Virgin Islands, eligible U.S. military addresses, the Federated States of Micronesia, the Republic of the Marshall Islands, and the Republic of Palau, transit is estimated at 2–4 business days after the carrier takes physical possession, and normal total delivery is estimated at 3–6 business days from the applicable processing-start date. For any other destination supported at checkout, transit and total delivery times vary by destination and carrier; we do not promise a uniform 2–4-business-day transit estimate or 3–6-business-day total delivery estimate. These are estimates, not guaranteed delivery dates.
See our Shipping Policy for the complete timing rules.
Can I change my shipping address or cancel an order?
Email support@theonarndary.shop immediately. We can change a shipping address only before the carrier takes physical possession of the affected package, only if the change can still be completed within our fulfillment process, and only if checkout supports delivery to the corrected complete address. You may also request cancellation of the entire order or specific items before the carrier takes physical possession. Submitting an address-change or ordinary cancellation request does not itself change or cancel the order; it takes effect only after we confirm it by email.
We do not charge a cancellation fee. For an approved ordinary cancellation, we issue the applicable refund to the original payment method within 2 business days. If you cancel in response to a processing-delay notice from us, that separate cancellation takes effect when we receive your reply and does not require separate approval. After the carrier takes possession, the package cannot be canceled in transit; eligible returns may be requested after delivery. See our Shipping Policy for the complete rules.
What should I do if tracking stops updating, a package is not delivered by the end of its estimated delivery window, appears to have been delivered to a different address, or is marked delivered but I did not receive it?
Email support@theonarndary.shop with your order number, checkout email, tracking information, confirmation of the complete delivery address, and a brief description of what happened. Within 2 business days after receiving the complete report, we will acknowledge it, begin an investigation, and ask which remedy you prefer if the package is determined to be lost or misdelivered. You have 7 calendar days after that email to respond; if you do not respond, the default remedy is a refund.
We complete our review within 10 business days after receiving the complete report and will not require you to wait longer solely because the carrier has not completed its investigation. If the package is treated as lost or misdelivered, an available replacement will be placed in the carrier’s physical possession within 1–2 business days after both the determination and receipt of your replacement choice, or a selected or default refund will be issued to the original payment method within 2 business days. You do not have to file your own carrier claim or police report or pay an investigation fee. See our Shipping Policy for the complete terms.
Returns and Refunds
What is the return window, and which items are eligible?
A return or exchange may be requested for any physical product purchased directly from this store, including promotional and discounted products, within 30 calendar days after the applicable product’s actual delivery when the conditions in our Refund Policy are met. Eligible change-of-mind returns are included. Physical products are not designated as Final Sale.
For an ordinary non-defective return, the product must be new, unused, unworn and unwashed where applicable, and include its original packaging, tags, parts, and accessories. See our Refund Policy for the complete eligibility and condition rules.
How do I request and send an approved return or exchange?
Email support@theonarndary.shop within the 30-calendar-day period and include:
- Your order number and checkout email.
- The product and quantity.
- The reason for the request.
- The requested available same-priced variant, if you want an exchange.
We review a complete request and email our decision within 2 business days. Do not send a product before approval. For an approved request, we provide return instructions and a prepaid label, charge no return shipping, restocking, or return processing fee, and require the package to be handed to the carrier on that label within 14 calendar days after we email the approval and prepaid label. A first carrier acceptance scan, dated acceptance receipt, or written carrier confirmation proves timely handoff; the package does not need to arrive at our fulfillment location within that 14-day period. An approved refund covers the amount actually charged for returned products after applicable checkout discounts, plus the corresponding sales tax, and is issued to the original payment method. See our Refund Policy for the complete process.
Can I return only part of an order?
Yes. You may request approval to return one or more eligible products or quantities without returning the entire order. After the approved return reaches our fulfillment location, we inspect the returned products or quantities under our Refund Policy. If they meet the return conditions, the refund applies only to those returned products or quantities; products or quantities that are not returned are unaffected.
The refund includes the amount actually charged for each returned product or quantity after applicable checkout discounts, plus the corresponding sales tax. We do not deduct return shipping, restocking, or return processing fees. See our Refund Policy for details.
When will my refund appear?
After tracking shows that an approved return was delivered to our fulfillment location, we inspect it and email the result within 2 business days. If the inspection confirms that the return meets our Refund Policy, we issue the refund to the original payment method within 2 business days after that approval.
For eligible returns, the estimated total time for inspection, refund issuance, and bank posting is typically up to 14 business days from the date return tracking shows delivery to our designated return address. Actual posting times may vary by bank or payment provider.
After we issue the refund, the bank or payment provider may take up to 10 additional business days to post it to the account. This posting period is controlled by the bank or payment provider and is separate from our 2-business-day refund-issuance period. If the refund has not appeared 10 business days after we issue it, email support@theonarndary.shop. See our Refund Policy for the complete timing rules.
Payments and Contact
Which cards and currency can I use, and when is payment taken?
We accept Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. All prices and payments are in U.S. dollars (USD).
When the order is successfully placed, we charge the selected payment method for the full order amount displayed at checkout. See our Payment Policy for the complete terms.
Does an order create a subscription or any future recurring charge?
Each order through this store is a one-time purchase. We do not offer subscriptions, automatic renewals, or recurring charges, and placing an order does not authorize a separate future purchase.
See our Payment Policy for the complete payment terms.
Where can I find customer-service contact details?
Visit our Contact Us page for our customer-service email, telephone number, business address, and guidance on the information that is helpful when contacting us about an order. You may also email support@theonarndary.shop directly.
We respond to general customer-service inquiries within 2 business days. For a request governed by a specific policy, the timelines in that policy apply.