Shipping Policy

How long does shipping take? 

We offer three shipping options depending on your selection. This excluded processing times. 

• Free Over $500: (2-4 Business days) - After Processing 
• Ground: (2-4 Business days) -  After Processing 
• Express: (1-2 Business Days) -  After Processing 

• International Orders are shipped via DHL Express, and the transit time is estimated at 2-3 business days after processing.

After placing your order, you will receive a confirmation email. Please allow approximately ten business days for your order to be processed. Orders made on weekends and holidays will be processed on the next business day. You will receive an order confirmation email shortly after placing your order. If you don’t receive this email, please remember to check your spam folder.

We ship Monday through Friday, excluding weekends and holidays. You will receive your tracking number via email as soon as your order is shipped. 

Orders with multiple items are shipped separately to ensure the quickest possible delivery time. 

Transit begins the first business day after an order is shipped. In rare cases, the tracking information may not update, but rest assured that you will still receive your order. We cannot guarantee processing time, delivery, or shipment dates, as all dates are estimated. 

Delayed Packages 

We cannot guarantee delivery times, we only provide estimates as given to us by our carriers. We are not responsible for any shipment delays caused by our carriers, and we are not liable if the package is not delivered within the guaranteed shipping times, as they are a third party separate from ondisteam.com.

Please note that FedEx, UPS, DHL, and USPS do not guarantee package arrival dates unless via overnight/express mail. Ondi Steam cannot be held liable for carrier guarantees. 

Incorrect Addresses

Customers are responsible for ensuring that they have entered the correct delivery address. Your items will be sent to the exact delivery address placed on your order. We cannot be held responsible for lost orders due to incorrect addresses provided by the customer (including wrong apartment/house numbers, wrong street names, etc.). 

Please make sure to provide the correct address when placing your order.  If you realize you have made a mistake in your delivery address, please contact us as soon as possible by emailing support@ondisteam.com. We will do our best to update your delivery address if your item(s) have not been processed for shipment. If your order has not yet been delivered, we strongly advise you to contact the carrier responsible for delivering your item to update your address details.

Lost or Stolen Packages   

My tracking says delivered, but I didn’t receive my item. 

If your mailing address is correct and the tracking info states that your order was delivered, but you are unable to locate the package, we recommend taking the following steps:

• Wait 36 hours—packages can show as delivered while still in transit.
• Look for a notice of attempted delivery. You may confirm this by reviewing your tracking history, which will give you access to your delivery information, tracking records, and proof of delivery.
• Look around the delivery location. Please check around the entrances of your residence for the package, especially on back porches, in bushes, garages, grills, or other areas that could provide protection from theft or weather. Also, be aware that delivery drivers may use plastic bags to shield your package from the weather.
• See if someone else accepted the delivery. Please check with any family members, roommates, or neighbors who may have received the package for you without your knowledge. If you live in an apartment complex, please contact your rental office to see if they are holding your package there. Some packages won’t fit in your mailbox, so carriers will often leave packages at a manager’s office for safekeeping.
• Contact the carrier. If you have followed the steps above and still cannot locate your package, it may have been stolen or lost in transit. In this case, please contact us at support@ondisteam.com to initiate and file a missing package claim. Once a claim has been filed with the carrier, please allow 7 business days for the investigation to conclude. We will do our best to assist, but ondisteam.com cannot be held responsible or liable for lost or stolen packages that have a delivery confirmation to the address provided.

If you refuse the shipment from us or choose to abandon it, you agree that you will not be refunded.