Shipping Policy

Processing and delivery

Business days exclude weekends and public holidays. Delivery estimates start when an order is dispatched, so the typical total estimated time is processing plus transit. Weather, carrier disruptions, customs processing, and remote destinations can affect delivery. We will communicate material delays when known.

Shipping origin and charges

Orders may be fulfilled from our own or partner facilities depending on inventory and destination; an order may ship from outside the United States. Available methods and shipping charges are calculated at checkout based on destination and displayed before payment. Any import duties or taxes not included in checkout, if applicable, may be collected by local authorities; review the total before purchase.

Tracking

Once an order ships, a confirmation email with tracking details will be sent. Tracking updates may take time to appear after the carrier receives the parcel.

Delays, missing packages, and address issues

If tracking stops updating, a package appears lost, or a delivery is marked complete but you cannot locate it, email service@ozelvia.com with your order number. We will investigate with the carrier and work toward an appropriate resolution. Please check your shipping address before payment and contact us promptly if a correction is needed.

Shipment delays before dispatch

If we cannot ship within the stated processing period, we will inform you of a revised shipping date and give you the choice to accept the delay or cancel the unshipped order for a prompt refund.

Delivery destinations and estimates

The available delivery destinations and methods are shown at checkout. The 10–20-business-day transit estimate begins after dispatch and is an estimate rather than a guaranteed arrival date. If a destination or product has a different estimate, we will show that before purchase or communicate it before fulfillment so you can make an informed choice.

Multiple parcels

Items in one order may arrive separately when fulfilled from different facilities or packaged differently because of size or handling needs. If this occurs, shipment confirmations and tracking information will identify the parcels when available. Separate parcels do not create an additional charge beyond the amount accepted at checkout.

Damaged deliveries

If a furniture, kitchen, or bathroom item arrives damaged, keep the item and packaging and contact customer support with the order number and clear photos. We will assess the issue and arrange an appropriate replacement, refund, or other remedy. Do not dispose of the item until we have explained the next step, unless doing so is necessary for safety.

Undeliverable orders

Accurate delivery details are important. If a carrier reports an invalid address or failed delivery, contact us promptly. We will review available redelivery or return-to-sender options and explain any actual carrier charge before seeking your agreement. We do not automatically treat a carrier's “delivered” scan as final proof in a missing-package claim.