FAQ

Where is my order?

We receive a lot of questions about our order times. We strive to send every order as quickly as possible! However, some orders placed will be on items that we handcraft-to-order. We promise to ship all orders as quickly as possible and if any order or item will take more than 3-5 days to ship we will contact you to let you know the updated production time. 

Why isn't my tracking number working?

Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes 2-6 weeks, so you can estimate that it will take about that long from the time your package ships until you will receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.

How long will it take to receive my order(s)?

It varies for the delivery time for each item since they're custom made which determines the length of time for delivery, and it also depends on how much current demand there is for them. When an item has high demand, it can take between 2-4 weeks for delivery, sometimes even up to 5-6 weeks during peak holiday seasons of October-December.

DELIVERY TIMES

United States                                8-15 Business Days

International                                 14-28 Business Days

I noticed that I made a mistake on the shipping address for my order. Can I change it?

You can change the shipping address as long as we are notified within 4-5, sometimes 6-7 days after your order is placed, but it's best if you contact us right away so that we can fix it for you. 

If you contact us about the shipping address mistake after it has been processed for shipment (more than 4-7 days after your order has been placed) , we cannot be held liable for your order being shipped to the address you designated on your order(s). We can try to get the order(s) changed to your preferred shipping address after that, but it's not guaranteed, and if we do manage to change it, you may incur an extra shipping charge.

So please double and triple check your designated shipping address on your order(s) before placing them.

What is your exchange policy? I changed my mind about my order. I want to order a different item or different quantity of an item. How can I do that?

Before contacting us about this kind of change, please keep the above answer for the shipping address change in mind. Please contact us right away about any order changes before they are processed and shipped out.

Contact us at support@oceanphoria.com or by using the CONTACT form on the homepage and send us a message about your order. We can assist you from there.

The Tracking Number says delivered, but I haven't received my order.

All domestic delivery issues become the responsibility of USPS once it’s been shipped from our warehouse or suppliers.

You can contact USPS at (800) 275-8777 to locate your package at your local post office. Please contact them by the above toll free number first and inquire about your package. If you can't get an answer about your package then email us as support@oceanphoria.com and we will assist. you.

Refunds & Exchanges
 

Can I get a refund once my item arrives?

We stand behind the quality of our products. If within 7 days of delivery, you are unsatisfied
with the item, we will gladly offer a refund, however, you are responsible for the shipping
cost of sending the item. Please contact us at support@oceanphoria.com for the shipping address.

You are responsible for returning the item within a reasonable timeframe, and in excellent
condition. Please choose the most appropriate carrier, and be sure to take clear pictures
of the item before you send it, in case damages occur during shipping.

Once we receive the return, you'll then receive an email confirming the refund details.
You can expect returned funds to arrive in your bank account within 5-7 business days.

Contact us at support@oceanphoria.com if you have any questions on this process.

IMPORTANT:
 

Most of our products are shipped from our oversea fulfillment center. If you wish to return
your product(s), please contact us at support@oceanphoria.com, and we'll further assist you to give you
the address to ship the item back.

If you return the item back to the manufacture address without first contacting us, Oceanphoria
WILL NOT be responsible for any lost item during the transition, therefore we will be unable
to issue any refund if the product is lost during the transition back to our oversea fulfillment
center.

Can I get a new item if my item arrives damaged?


Please send us clear photos of the damage to your item, and a detailed description, within
24 hours of delivery to support@oceanphoria.com and we will replace or repair your piece once it is
received and the damage can be assessed.

What do I do if I received the wrong item?

Please contact us at support@oceanphoria.com with the exact details of the item you received and someone from our customer support team will be happy to help straighten it out for you!

My item doesn’t look like it does online.

Many of the product photos on oceanphoria.com are computer renderings. Please keep in mind that there might be a slight different in colors due to different computer monitor settings :) The actual product may look slightly different due to the normal casting and polishing processes of precious metals. But most of the products look exactly as the picture(s) shown.

Cancelling an order

Can I cancel my order?

Oceanphoria items are processed 2 - 3 business days after you place your order, sometimes sooner. Once the order is processed and shipped, the order cannot be cancelled.

Change or update an order

I ordered the wrong item - can I change my order?

Oceanphoria items are processed 2 – 3 business days after you place your order. Once the order is processed and shipped, the order cannot be changed. If you need help changing an order, feel free to contact us at support@oceanphoria.com

Can I add an item to my order?


For security purposes, we don’t hold credit card information in our system. If you would like to purchase another item and have already completed your order, you will need to place another order. If you need help placing an order, feel free to contact us at support@oceanphoria.com and we can create an invoice for you purchase additional items.

Can I customize my item?


Yes some of the items are customizable, but not all.

 

LATE ITEMS

Many items on oceanphoria.com are handmade-to-order from the highest quality metals and materials. We take pride in the quality of the items that we send you. Because of our handmade process, mistakes are rare, but do happen. We do our best to catch any issues before they get to you. Due to this careful and delicate process, sometimes items take longer to make than others. We will always let you know if there is a delay in items that will take longer. Unless we are unable to make the item at all due to reasons beyond our control, cancellation of your order is not possible based on an item running past the estimated timeframe for shipping.

 

Where is your store based?

Santa Monica, CA.

Do you have any discount specials that you offer?

Yes! We offer discounts on quite a few of our products already, but we will offer really big discounts on some of our products every so often. If you happen to see a special discount on an item, you may want to take advantage of the offer at that moment since we can only offer these discounts on a limited basis due to our supply of the item. 

We also offer certain discounts to new and returning customers. So be on the watch for them!

So if you see a great offer, you either grab while you can or snooze and you lose! 

Please keep in mind that only ONE discount can be applied at checkout. Add your discount code in the Discount field at checkout.

Can I request a type of product/item that I'm interested in buying?

Yes! We encourage customers to let us know if they want anything in particular and we'll see if we can grab it for you. We love to provide awesome and unique items upon customer request, so feel free to contact us about any product request!

How do I order wholesale? 

Please contact us before ordering for a wholesale discount. We will respond to all emails within 48 hours. We offer 35% off every product + free USPS Priority Mail shipping on all wholesale orders.

Let us know which items you would like and how many of each item. We need to know this first to make sure we have enough of each item in stock. If we can accommodate your order, we will then email you back with your personal wholesale discount code.

MINIMUM WHOLESALE ORDER AMOUNT IS $350.

We also offer bulk discounts, which you can find on every product page for orders between 2-20+ items of the same product.

For all other questions, contact our support team here!