Shipping Policy

This policy applies to physical products purchased from OneStow. For help with a shipment, email support@onestow.com with your order number.

1. Destinations and address requirements

We currently ship to addresses in the United States. We cannot deliver to PO boxes or addresses outside the US. If you have an APO/FPO address, a territory address or a destination requiring a special carrier service, contact us before ordering so we can check availability. We do not promise a special route until it is confirmed.

Provide a complete street address, apartment or unit number where applicable, correct ZIP code, recipient name and contact details. If we identify an address we cannot serve, we will contact you to resolve it or cancel and refund the unfulfilled order.

2. Shipping charges

Standard shipping is free on US orders. Any different delivery service and its price must be disclosed and agreed before payment. We will not add an undisclosed shipping charge after you pay.

3. Processing and estimated delivery

• Processing before dispatch: 1–3 business days.
• Transit after dispatch: usually 7–12 business days.
• Combined estimate from ordering to arrival: approximately 8–15 business days.

Business days generally exclude weekends and applicable public holidays. Estimates assume successful payment and complete delivery information. We will contact you if an order requires clarification. Tracking-label creation alone does not mean a carrier has received a parcel.

Weather, carrier disruption, holidays and customs processing can affect transit estimates. These possibilities do not remove your rights if we fail to ship as promised or your order is not delivered.

4. Fulfilment and international routes

Orders may be sent directly by our fulfilment partners. The dispatch location and carrier depend on available stock and the approved route; goods may travel internationally. A US delivery destination does not imply that the product is dispatched from a US warehouse.

We will disclose any known customer-payable import charge before purchase. If a carrier requests an unexpected duty or import payment, contact us before paying so we can investigate. Do not assume a payment request is genuine without checking it.

5. If dispatch is delayed

If we cannot ship within the promised dispatch period, we will notify you by that deadline, explain the delay, provide a revised dispatch date where reasonably available and give you the choice to accept the delay or cancel the unshipped items for a full refund.

We will obtain consent where required for a delay, including longer, indefinite or repeated delays. If we cannot fulfil the order or do not obtain consent required by applicable law, we will cancel the affected items and promptly refund the payment. You do not need to wait for a lost-parcel investigation to exercise an applicable delayed-dispatch cancellation right.

6. Tracking and delivery updates

We send tracking information by email when available and display it in your account. Carrier scans may take a day or two to appear. If separate parcels are used, tracking and arrival dates may differ.

Contact us if tracking is missing, shows an unfamiliar destination or appears stalled. Check your email spam folder for order messages, but do not send payment information in a tracking enquiry.

7. Address changes, missing parcels and damage

Ask for an address correction as soon as possible. Once fulfilment has started, we may be unable to redirect a parcel. We will explain the available options rather than guarantee a change.

If a parcel is marked delivered but cannot be found, check the delivery location and any household or building reception, then contact us. A delivery scan is information for the investigation, not an automatic rejection of your claim.

For a parcel that is lost, damaged, wrongly delivered or returned to sender, we will investigate with the fulfilment partner and carrier and explain the remedy under our Returns & Refunds Policy. Any proposed re-delivery charge must be explained and agreed in advance.

8. Lithium batteries

The product contains rechargeable lithium batteries. Battery transport restrictions may affect carrier choice and transit time. For returns involving a damaged or defective battery, contact us for safe instructions before dispatching anything.