CHANGES & CANCELLATIONS

Our fulfilment center in Korea processes your order immediately after the payment is received. We cannot make changes or cancellations once your order has been processed by our fulfilment center.

BUSINESS DAYS & HOLIDAYS

All orders process and ship Monday - Friday, excluding holidays in South Korea. Based on the shipping method selected at checkout, if the order is placed after the cut-off time (5pm EST), it will be processed the following business day.

Packages do not ship from our fulfilment centers on weekends or the following South Korea holidays in 2024:

• New Year's Day, January 1

• Korean New Year (Lunar New Year), February 7 - 12

• Independence Movement Day, March 1

• Children's Day, May 6

• Buddha's Birthday, May 15

• Memorial Day, Jun 6

• National Liberation Day of Korea, Aug 15

• Korean Thanksgiving (Chuseok), Sep 15 - 18

• Korean National Foundation Day, Oct 3

• Hangul Day, Oct 9

• Christmas, Dec 25

DELIVERY DELAYS

While we try our best to ship out your orders in the speediest manner, unfortunately, it is difficult to guarantee specific delivery times or be held responsible for delays in transit. You may continue tracking your parcel from the orders section.

If you still haven’t received your order after some time, we suggest contacting your mail carrier with your tracking number to expedite the shipping process. Unfortunately, once an order is out of our hands, we have no more information than you regarding the whereabouts of your package. Please contact the mail carrier for any delivery concerns you may have.

TERMS OF SERVICE

OoshTush will not be held responsible for lost, stolen, and unclaimed packages. Once the shipping carrier (e.g., USPS, Canada Post, Korea Post, DHL, FedEx, UPS, Aramex) tracking status confirms that the package has been delivered, we will consider it delivered and you must take up any further inquiries with the shipping carrier.

We are not responsible and no cancellation/refund will be offered for a failed delivery due to the customer’s incorrect and/or insufficient address. Please make sure to provide your complete and correct address including an apartment, suite number when applicable.

Customers are responsible for all cross-border customs duties and/or VAT, if any. If the customer refuses to pay customs or any other taxes that will result to failed delivery, no cancellation/refund will be offered as we are not responsible for the customer's failure to follow the customs procedure. We recommend to check with customs before ordering.

Our fulfilment center in Korea processes your order immediately after the payment is received. We cannot make changes or cancellations once your order has been processed by our fulfilment center.

LOST/STOLEN PACKAGES

Please note that we are not responsible for any lost & stolen items. We will not be held liable for lost/stolen packages once the shipping carrier (e.g., USPS, Canada Post, Korea Post, DHL, FedEx, UPS, Aramex) tracking status confirms the package has been delivered.

We are unable to refund or replace orders due to incorrect shipping addresses, left, lost, or stolen packages. It is the customers responsibility to ensure the delivery address is entered correctly upon checkout.

If your package was stolen, please file a mail theft claim with the mail carrier, as well as a complaint with your local police station.

DAMAGED ORDERS

Here at OoshTush, your satisfaction is our top priority. While we do our best to deliver your order in best condition, accidents may happen with our carriers. If you receive a damaged or leaked product, kindly send us a picture of the product for verification. Please make sure the product has not yet been opened or used. Once we review your complaint, we’ll send you a return shipping label and/or process your refund.

Claims for damaged items must be filed within 5 business days of delivery. Please inspect your items immediately upon delivery. Claims must be reported to tush@ooshtush.com

FAILED DELIVERY

If your order is returned to us due to failed delivery, we will process a refund for your order. Please note that original shipping fees and return shipping fee will not be refunded, and $25+ USD Restocking/Processing fee will apply if the order was returned due to an error on the customer’s part.

INCORRECT / INSUFFICIENT ADDRESS

We are not responsible (no cancellation or refund) for a failed delivery due to the customer’s incorrect and/or insufficient address. Please make sure to provide a complete address including an apartment, suite number when applicable.

If you successfully made a payment for your order, you will not be able to change your shipping address. You may, however, attempt to contact the mail carrier to see if they can deliver your item to another address. If this is not possible, kindly arrange for someone to pick up your order on your behalf at the shipping address you initially provided.

RETURNS & EXCHANGES

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. Outside this timeline, the product could have already been exposed to factors beyond our control which could have contributed to the damage/defect.

If you choose to return your product(s), you will have to pay for the return shipping fee to our fulfilment center in South Korea. The original shipping fee will not be refunded. We will also be requesting a $25+ USD Restocking/Processing fee. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. Once we receive your returned items, we will immediately process your refund.

Please send us an email at tush@ooshtush.com with your order number, full name and an image of the product in case you want to return. We will send you the return address.

CUSTOMS & VAT

Customs clearance normally takes one to three days but could take longer depending on the shipping volume at the regional customs office in your country.

Customers are responsible for all cross-border customs duties and/or VAT, if any.

We are not responsible (no cancellation or refund) for a failed delivery due to the customer failure to follow the Customs procedure.

TRACKING

You will receive a delivery confirmation email with your tracking number within 24-48 hours on a business day.