Customer Service

Customer Service

Accepted forms of payment include:  Credit Card (Square), Paypal and Bitcoin.  All amex credit card transactions will be subject to a 3% processing fee.

What types of delivery service do you offer?

Free Standard Delivery: With Standard Delivery on furniture items, your order arrives “across the threshold” or inside your front door. For apartments or multi-unit shipping addresses with lobbies, your order will be waiting for you in the lobby. Free Standard Delivery for furniture is done Monday through Friday during typical business hours.  Free Standard Delivery on smaller items (most Pet Suite and accessories) is done via traditional UPS or Fedex delivery methods. Free Standard Delivery is not applicable to outlet items, e-trikes, or international shipments.

How do I know whether a particular product is available for Quick-Ship or Special Order?

To check if a product is available for Quick-ship, please see availability to the left of the Add to Cart button. You can also contact one of our Product Specialists to check availability for a specific product.

What if my item(s) arrive damaged or incorrect?

OAC is not liable for damages that occur during transit or storage. The carrier assumes all responsibility upon acceptance of product. It is the customer’s responsibility to inspect all products upon receipt and file any claims with the carrier. No product should be refused. If products are received damaged, a written exception should be made on the bill of lading and an immediate inspection be requested of the carrier.

Please inspect your purchase immediately upon receipt and contact us within 24 hours** if there is an issue. Please take photos of damaged or incorrect item(s) and photos of the packaging. If your item was shipped using a freight carrier, you must contact us immediately and note all damages on the shipper’s paperwork before signing and accepting the delivery.

Concealed damage must be reported within 1 day of receipt. Failure to make claims shall constitute acceptance of the products and waiver any claims of defects, errors or shortages. Replacements for product damaged in shipment or storage will be manufactured upon approval.

What if my item is missing?

If your item is marked delivered but appears to be missing you must notify us within 24 hours** of the delivery time and date.

** We can not account for matters in which customers are not present at the time of delivery. The 24 hour notification period also applies to items delivered and are not intended for immediate use, such as items(s) delivered to a receiving warehouse or construction site, and item(s) intended for design projects, renovations, relocation etc. **

Please note any products made to order are not eligible for return.

Important: All returns require pre-authorization.

No merchandise may be returned to OAC without written consent in the form of a Return Authorization from our Quality Assurance Department stating why the item is being returned and how the item will be shipped. In the event a return is authorized by OAC for reasons other than damage or defect, the customer shall be responsible for a 25% restocking fee, as well as a double freight charge. Unauthorized returns will be automatically refused by our receiving department as well as returns not in accordance with OAC shipping instructions. Liability for defective merchandise shall be limited to the replacement or repair of that merchandise, and OAC shall not be liable for other damages or losses.

Please keep in mind that once an order has shipped, it cannot be canceled. If you refuse an order, it will then fall under our standard Refused Shipment Policy.

Return Regulations:

  • Do not ship your items back to the original shipper (our returns warehouse is not our shipping warehouse). If you simply “return to sender”, we will deduct all shipping fees and any restocking fees assessed by the receiving warehouse.***
  • Products must be unused and returned to us in their original condition and in their original packaging complete with all tags, instructions, and inserts.
  • Products requiring assembly that have been assembled are no longer considered to be in original condition and may not be returned under this policy.
  • We cannot accept returns on products that have been customized (color, finish, dimensions, upholstery, etc).
  • Bedding must be unused, unwashed, in original packaging and in original condition

RETURN AUTHORIZATION FORM

Reason for return
damagedwrong orderchange mind

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Have a question? Please contact us.

T: +1.562.375.6925

E: thestudio@ordoabchaodesign.com

Designed in California, Loved everywhere.