Shipping policy
Shipping & Delivery Information
At OakenArk, we ship our handmade creations and thoughtfully selected products to customers around the world. Please review the information below to understand our processing, production, and estimated delivery times.
Free Standard Shipping
Enjoy free standard shipping worldwide on orders over $60 USD. For orders under $60 USD, the available shipping options and applicable charges will be calculated automatically at checkout.
Free shipping applies to eligible standard shipping services. Expedited or upgraded shipping options, where available, may involve an additional charge.
Processing and Production Times
Processing times depend on the type of products included in your order.
| Product Type | Processing or Production Time | Important Information |
|---|---|---|
| Handmade Wool Felt Products | 5–10 business days | Our wool felt characters, figurines, ornaments, flowers, and keepsakes are handcrafted to order. We require this time to complete the details and check the quality of each piece before shipping. |
| Other Products | Usually 1–2 business days | In-stock, non-felt products are generally prepared for shipment within 1–2 business days unless a different processing time is stated on the relevant product page. |
| Mixed Orders | Based on the longest processing time | If an order contains both handmade wool felt products and other products, the entire order will normally be shipped together after all items are ready. In most cases, this means allowing 5–10 business days before shipment. |
Business days do not include Saturdays, Sundays, or public holidays. Processing may take slightly longer during major holidays, seasonal sales, high-volume periods, or when an order includes extensive personalization.
If products from the same order are shipped separately, you may receive more than one tracking number. You will not be charged additional standard shipping fees solely because we decide to split the shipment.
Estimated Delivery Times
After your order has been shipped, estimated standard delivery generally takes 3–14 business days worldwide, depending on the destination, selected shipping service, customs processing, and local delivery conditions.
| Shipping Destination | Estimated Delivery After Dispatch | Possible Delivery Partners |
|---|---|---|
| United States | Approximately 3–10 business days | USPS, UPS, FedEx, DHL, or another local delivery partner |
| Canada | Approximately 3–10 business days | Canada Post, UPS, DHL, or another local delivery partner |
| United Kingdom | Approximately 3–10 business days | Royal Mail, DHL, or another local delivery partner |
| European Union | Approximately 3–12 business days | DHL or another national or local delivery partner |
| Australia and New Zealand | Approximately 5–14 business days | Australia Post, New Zealand Post, DHL, or another local delivery partner |
| Other International Destinations | Approximately 5–14 business days | DHL or another national or local delivery partner |
These delivery times are estimates and are not guaranteed. Delivery may take longer because of customs inspections, severe weather, public holidays, carrier disruptions, incorrect or incomplete addresses, or delays within the destination country.
Due to courier, customs, sanctions, or import restrictions, shipping may not be available to every country or region. Available destinations will be shown at checkout.
Order Tracking
A tracking number is provided with every order. Once your package has been dispatched, you will receive a shipping confirmation email containing the available tracking information.
Tracking updates may take 24–72 hours to appear after a shipping label has been created. For some international shipments, tracking may update less frequently while the package is in transit or undergoing customs processing.
Some international packages may be transferred to a national or local delivery provider for final delivery. When this happens, tracking may continue through the local carrier’s website.
Customs, Import Duties, and Taxes
International orders may be subject to import duties, customs charges, value-added tax, handling fees, or other fees imposed by the destination country.
Unless these charges are expressly collected during checkout, they are not included in the product price or shipping charge and are the responsibility of the customer. OakenArk does not control these charges and cannot predict the amount that may be assessed.
We recommend checking with your local customs authority before ordering if you are unsure whether additional fees may apply.
Customers are responsible for providing any information reasonably requested by customs or the delivery carrier. Delays caused by customs inspections or requests for additional information are outside OakenArk’s direct control.
Shipping Addresses
Please review your shipping address carefully before completing your purchase. Customers are responsible for providing a complete and accurate delivery address.
If you notice an address error, please contact us as soon as possible at support@oakenark.com. We will try to update the address before dispatch, but changes cannot be guaranteed once an order has entered fulfillment or has already shipped.
Additional shipping charges may apply if a package is returned because of an incorrect or incomplete address, an unsuccessful delivery attempt, refusal of delivery, or failure to collect the package.
Delayed, Lost, or Delivered Packages
If your tracking has not updated for an extended period or your package has not arrived within the estimated delivery window, please contact us at support@oakenark.com with your order number.
We may ask you to confirm the delivery address, check with household members or neighbors, contact the local carrier, or allow the carrier’s required investigation period before a replacement or refund can be considered.
If tracking shows that a package was delivered but you cannot locate it, please contact the carrier promptly and notify us so that we can help review the available delivery information.
Damaged or Incorrect Orders
If your order arrives damaged, defective, incomplete, or incorrect, please contact us as soon as reasonably possible at support@oakenark.com.
Please include:
- Your order number;
- A description of the issue;
- Clear photographs of the product;
- Photographs of the packaging and shipping label, where relevant.
We will review the issue and provide an appropriate resolution in accordance with our Returns, Refunds & Cancellations Policy.
Behind the Scenes
Curious about how our felt characters come to life? Visit us on Reddit for candid work-in-progress photos, studio snapshots, and a more casual look behind the scenes.
Our Etsy Shop
You can also find a selection of our classic designs at OakenArkFelt on Etsy. Our premium, high-detail pieces and selected exclusive designs are available only through our official website.
Contact Us
For questions about processing times, delivery, tracking, or an existing shipment, please contact:
OakenArk Customer Support
Email:
support@oakenark.com