Shipping policy

Shipping Policy

Order Processing

All orders are processed in the order they are received. Due to high demand and limited team capacity, orders are fulfilled and shipped in batches each week, not same-day or next-day.

Processing times may vary depending on order volume, product type, and drop demand. During high-traffic releases, processing may take longer than usual.

Shipping Timeframes

Once shipped, delivery times depend on the carrier and destination. Estimated delivery times are not guaranteed and may be affected by carrier delays, weather, customs, or other factors outside of our control.

You will receive a tracking number once your order has shipped.

High Demand & Delays

Onacero is a small, independent brand. During periods of high demand, fulfillment delays may occur. By placing an order, you acknowledge and accept that shipping timelines may extend beyond standard expectations.

We appreciate your patience as we scale operations to meet growing demand.

Address Accuracy

Customers are responsible for providing a complete and accurate shipping address at checkout.

  • Orders shipped to incorrectly formatted, incomplete, or invalid addresses may be delayed or returned.

  • Onacero is not responsible for delivery issues caused by address errors provided by the customer.

  • Additional shipping fees may apply for reshipments due to address issues.

Delivered Packages & Theft

Once an order is marked as delivered by the carrier, responsibility transfers to the customer.

If a package is marked delivered but is missing, stolen, or tampered with:

  • The customer must file a theft or missing package report directly with the carrier.

  • Onacero will assist with documentation upon request but cannot issue refunds or replacements without an official carrier investigation.

Lost or Delayed Packages

If a package is significantly delayed or appears lost:

  • Please contact the carrier first using your tracking number.

  • If the carrier confirms a loss, provide us with the official claim or case number so we can assist further.

Refunds & Chargebacks

  • Orders that have already been shipped or delivered are not eligible for immediate refunds.

  • Chargebacks filed for orders confirmed as delivered may be disputed with evidence.

  • Fraudulent or unresolved chargebacks may result in account restrictions.

Please contact us directly before initiating a chargeback so we can attempt to resolve the issue properly.

Contact

For shipping-related inquiries, please contact our support team with your order number and tracking information for the fastest assistance.