SHIPPING & RETURNS

Let's get you sorted out. If you can't find the information you need below first, try us at orders@omoionline.com or by calling 215-454-6910 during store hours.


PICK UP ORDERSSHIPPED ORDERSRETURNS & EXCHANGESINTERNATIONAL


YOUR ORDER

Once your payment has been accepted, you will receive an automated confirmation email within the hour. Keep an eye on your spam folders! Some email providers toss automated mailings into spam.

We'll lovingly prepare your order and ship it out from our Philadelphia storefront or send you notification for pick up, usually within 2 business days. Please note that we only prepare orders during shop hours.

 

SHIPPED ORDERS

Once we have fulfilled your order, we will send you a shipping confirmation email with tracking number (if applicable).

Delivery Timeframes. Please note that delivery timeframes start once your order has been picked up by the carrier and left our store—not from when your order is placed. All delivery timeframes are estimates provided to us by our carriers, and as many of us know by now, unexpected delays can occur.

USPS (United States Postal Service)
First Class Mail - estimated 3–7 business days
*Priority Mail - estimated 2–3 business days
*Priority Mail Express - estimated 1–2 business days

UPS (United Parcel Service)
*Ground & Standard - estimated 2–7 business days
*UPS 2nd Day Air - estimated 1–2 business days

Free Shipping
We use the most economical method for US orders that qualify for free shipping. These typically arrive 5 to 8 business days from your receipt of shipping confirmation email.

* automatically includes tracking & insurance up to $50, useful for filing a missing package claim

Beware Porch Thieves! Depending on your order, our typical carton size may run as large as 14”x20”, which may not fit inside a door or mailbox. Carriers suggest having packages shipped to your office, or a UPS Store or post office for pickup. If loss, damage or missing contents occur to any parcel after delivery, reimbursement will not be offered.

Did It Get Lost in the Mail? The worst! If you’ve checked all around, your neighbor hasn’t seen a thing either, and the tracking information hasn’t updated, here is the step-by-step procedure to follow:

Step 1: Take 24 hours in case the package is still en route before contacting orders@omoionline.com or the carrier. Occasionally a driver will hold a package if there is no secure place to leave it, even though it’s already been marked as delivered.

Step 2: Notify orders@omoionline.com of the status of the package, including your order number so that we can check whether the shipment is eligible for a carrier claim.

Where Do You Ship? We currently ship to all 50 United States and Canada. We offer international service to a growing list of locations in Asia, Europe, South America and United Kingdom that accommodate USPS Priority International and UPS Worldwide door-to-door premium tracking services. Kindly note that international shipping may become suspended without our knowledge due to COVID-19 related border restrictions. If your country does not appear at checkout, shipping to your region may be paused.

 

PICK UP ORDERS

Live in the area? Visiting for a few days? Patrons can select our free Pick Up shipping option at checkout. We typically fulfill pick up orders same or next business day, depending on our capacity.

Requests for gift wrapping, or last minute calls for substitutions to your order, will affect how quickly we are able to process it.

You will receive a pick up notification email when your order is ready for pickup! This will be the 2nd email from us, and is not the same as your initial automated order confirmation email.

Store Hours
11AM to 7PM Monday–Saturday
12PM to 5PM Sundays

Questions About Your Pickup?
215-454-6910

Don't Wait Too Long. Due to constraints on space, pickup orders can only be held for 7 business days after fulfillment date (your 2nd email), unless arrangements are made otherwise. Orders will be automatically restocked and refunded after 7-14 days. If you change your mind and wish to ship your order, postage fees may apply.

 

RETURNS

Having Second Thoughts? We know the feeling. Time to be decisive! We accept returns on full-price merchandise within 14 days of purchase. Let us know you want to do this by contacting orders@omoionline.com, and have your order number ready, or stop into the shop with your physical or emailed receipt on hand.

Returns can be mailed to us:

Omoi Zakka Shop
attn: RETURNS
41 S. 3rd Street
Philadelphia, PA 19106

We do not currently offer prepaid return labels, but please contact us if you would like to make an exchange.

Returned and exchanged items must be in perfect, sellable condition with original unopened packaging. Items that are returned with missing or damaged packaging will be subject to a 12% restocking fee, which will be deducted from your credited amount.

We are not able to accept returns for discounted dated calendar items or personal care items such as colognes & perfumes, skincare, face masks, etc, due to safety and hygiene reasons.

This Was Sent to Me as A Gift. If you are returning an item that was shipped to you as a gift with a gift packing slip, you may choose to receive an e-gift card containing your refunded amount. Email us at orders@omoionline.com so that we can get that started.

 

EXCHANGES, REFUNDS & STORE CREDIT

You can expect a refund in the same form of payment originally used for purchase within 2-4 business days of us receiving your returned product. Your refund will include the cost of the item plus any applicable sales tax.

If the original payment method is unavailable, the return balance will be issued as a store credit.

Exchanges are subject to stock availability.

 

RETURNING OR EXCHANGING DAMAGED, DEFECTIVE & WRONGLY SHIPPED ITEMS

This is rare, but certainly a bummer. We’re sorry to hear your item did not arrive as expected.

Please contact our team right away, at orders@omoionline.com, with a description of the issue, along with any photos that will help us better understand what’s going on.

We will reship a new & checked replacement item. In some cases we may ship you a prepaid return label to retrieve the defective unit for manufacturer claim.

Like a regular return, please include all original product packaging and tags.

 

SALES & DISCOUNT CODES

Dated & calendar items are Final Sale. We do not accept returns or exchanges on these items.

If you have a discount code (lucky you!), only one can be applied to your cart at a time.

Sale discounts, free shipping, discount codes, or other temporary offers occur at our discretion and cannot be applied retroactively.

 

INTERNATIONAL


 

INTERNATIONAL SHIPPING & HANDLING

WHAT WE ARE RESPONSIBLE FOR

All prices are shown in U.S. dollars ($USD). The item price is exclusive of any import duties, taxes and shipping charges. Omoi, Inc. has no control over the duty process and is unable to provide information about possible duties, charges or rates in advance.

We reserve the right to contact you for further information, and in the case of large orders, we reserve the right to request a written/faxed/emailed confirmation of your order. To that end, it is important to ensure your contact information is correct at the time of placing the order.

Omoi, Inc. cannot reimburse you, the customer, for any portion of the price of goods purchased, the cost of shipping, taxes, customs or any other fee on orders undelivered due to recipient refusal.

WHAT YOU ARE RESPONSIBLE FOR

Please remember that delivery of international orders may take additional time to arrive, depending on the amount of time needed to clear customs.

A signature may be required for delivery on shipments valued at $150 or more.

When placing an order for delivery outside the United States, you are considered the importer of record and must comply with all applicable laws and regulations. Omoi, Inc. may not legally misrepresent the customs value of packages.

Charges for duties, taxes and the carrier’s collection fee are in addition to your shipping charge and must be borne by you.

Please don't hesitate to email our Customer Care team at orders@omoionline.com should you have any questions.

INTERNATIONAL RETURN POLICY

At this time, we unfortunately cannot facilitate returns, exchanges, re-ships, or re-credits on orders shipped outside the United States.

Orders received to our shop without a return authorization are not eligible for credit.

Gift cards and online gift certificates cannot be sold or redeemed internationally at this time.

Some beauty items may be considered hazardous materials due to their alcohol content and cannot be shipped internationally.