Shipping & Returns
Thoughtfully made, carefully packed, and sent your way. Here’s what to expect when ordering from Ole Henry.
When Will My Order Ship?
Ready-made, in-stock items: Ship within 3–5 business days after payment.
Custom and personalized items: Ship within 5–10 business days after payment and receipt of all personalization details and, when applicable, design-proof approval.
Large, bulk, or complex orders: Follow the timeline agreed before payment.
Business days are Monday through Friday, excluding U.S. federal holidays. These timeframes cover preparing your order; carrier delivery time is additional.
If your order requires information or proof approval, delays in receiving your response may affect the shipping date. If we cannot ship within the stated timeframe, we’ll contact you with an updated estimate and the applicable options to accept the delay or cancel for a refund.
Shipping Options & Costs
Available shipping methods and charges are shown at checkout before you pay. Carrier delivery estimates vary by destination and service and are not guaranteed unless expressly stated.
Please double-check your delivery address when ordering. Contact us promptly if you need to correct it; changes may not be possible after shipment. Additional shipping costs caused by an incorrect address may be your responsibility.
Local Pickup & Delivery
Local pickup and delivery are available when offered at checkout or arranged with us directly. Any delivery fee is shown before payment.
We’ll contact you to coordinate pickup or delivery once your order is ready. Custom-order processing times still apply.
Returns & Exchanges
For non-personalized products, email us within 7 days of delivery to request a return or exchange.
Items must be unused, in their original condition, and include any supplied accessories. Please include original packaging when available.
Contact us for approval and return instructions before sending anything back. Approved returns must be sent within 7 days of approval. Exchanges depend on product availability.
Custom & Personalized Items
Because these products are made for your order, we do not accept returns or exchanges for a change of mind or an error in personalization details you supplied or approved.
Custom-order work begins when payment is received, so change-of-mind cancellations are not available after payment. Please review names, dates, spelling, and artwork carefully before ordering and approving a proof.
If we make an error, your item is defective, or it does not match the agreed specifications, contact us so we can help. These restrictions do not affect remedies required by law, including applicable rights when we cannot fulfill or ship your order on time.
Return Shipping & Refunds
Customers pay return shipping for change-of-mind returns and exchanges. Original shipping and completed local-delivery charges are not refundable for these returns. We do not charge a restocking fee.
If a return is needed because of a defect, an incorrect item, or an error we made, we’ll cover necessary return shipping and arrange the appropriate remedy, including original shipping charges where applicable.
Approved return refunds are issued to the original payment method within 5 business days after we receive and inspect the item, subject to applicable legal deadlines. Your payment provider may take additional time to post the refund.
Something Arrived Damaged or Incorrect?
Email us promptly with your order number, a description of the issue, and photographs when possible. Keep the packaging while a shipping-damage claim is being reviewed.
We’ll work with you on an appropriate repair, replacement, or refund. Our 7-day change-of-mind return window does not limit your legal rights concerning defective or incorrect items.
Missing or Delayed Packages
If your package is delayed, missing, or marked delivered but cannot be found, contact us. We’ll help investigate with the carrier and arrange any resolution required by law.
Need a Hand?
For shipping questions, return requests, or help with an order, email contact@ole-henry.com. Please include your order number so we can help you more quickly.
Please also review our Terms & Conditions for additional order details.