SHIPPING

International Shipping Update: October 31st 2021

Free shipping is currently not available for countries outside of the US, due to a rise in logistical and shipping costs.

As we approach the Peak Shipping Period, please be aware that shipping delays may occur in addition to your usual shipping times.
This is due to the current pandemic as well as logistical issues being experienced by most shipping carriers.

USPS is currently experiencing labour shortages, which is resulting in processing and shipping delays.
For orders outside of the US please allow approximately 15 to 20 additional business days for delivery.

All orders to Australia are currently being shipped via DHL, as USPS is not accepting parcels to Australia at this time.
Alternatively, MyABDLSupplies (in Sydney, Australia) currently stocks a wide range of ODU products.
They will be able to provide cheaper and faster Australian shipping options.

Where is my order shipping from?

All orders are packed and shipped from Ohio, USA.

How can I track my order?

When your order ships, you will receive a shipping confirmation email with your tracking information.

Why is my tracking not updating?

Has it been a while since your tracking updated?
Your parcel is still moving, but may take longer to arrive at its destination.
Limited flights and increased volumes have caused delays in processing.

Is your shipping discreet?

We understand that privacy and discretion is important.
All of our products are shipped in discreet, plain poly satchels.

On the shipping label, there will be a reference to either "ODU" or "onesies-downun".
The reference is VERY small and difficult to notice.
This is something out of our control due to the shipping companies we work with.

Please Note: If your order is being shipped outside the US, the contents of your parcel will be listed on the shipping label.
This is required to clear customs.

What happens if I enter my address incorrectly?

If your address is entered incorrectly, USPS/DHL will be unable to deliver your parcel.
We are unable to change your order details once it has shipped.
We will need to wait for your parcel to be returned to us and upon arrival, a refund will be issued for your order minus shipping costs.

Import duties and associated fees?

International orders may be subject to local charges. Any customs or import duties and associated fees are charged once the parcel reaches its destination country. These charges must be paid by the recipient of the parcel. Onesies Downunder cannot be held responsible for any additional charges on your order. Customs policies vary widely from country to country, so please contact your local customs office for further information.

Attention: United Kingdom (UK) & European Union (EU) Customers

At this point in time we are still shipping to the UK & EU.
However, this may change in the foreseeable future.
Any VAT and associated fees must be paid for by the recipient of the parcel.

PAYMENT

How can I pay?

We currently accept VISA, Mastercard, AMEX, Apple Pay, Google Pay & Shop Pay.

What will my billing statement show?

Credit card charges will show up as “SP*ODUAU” on your billing statement.

Why is my card being declined?

If your card is being declined consistently, it may be your bank that is blocking the transaction.
We would recommend calling your bank to ensure that they do not block the transaction.

Can I view and checkout in my local currency?

We offer the option to view and checkout in a variety of currencies, such as AUD, USD, GBP, EUR & CAD.
When a currency is selected, the price is shown in the chosen currency based on the most recent exchange rate.

ORDERS

How do I make changes to my order?

If you need to make a change to your order, please email us at support@onesiesdownunder.com
Please be aware if you contact us outside of Customer Service Hours, we may not be able to make any changes.

Can I split or combine my orders?

Unfortunately we can't split or combine orders for you as our system won't allow this.

Where is my order?

If your order has not arrived within the estimated time frame, please send us an email at support@onesiesdownunder.com and we can assist you with this.

What if my order arrived damaged?

If your order has arrived damaged or defective, please send us an email at support@onesiesdownunder.com with your order number and photographic evidence.

What is your return policy?

Due to the intimate nature of our products, everything is final sale and we do not accept any returns or exchanges.

PRODUCTS

How do I care for my onesies?

We recommend washing your onesies on a cold delicate wash and air drying.
Please do not wash your onesies on hot or machine dry.

How can I find out when a product is restocked?

We recommend signing up for a "Back In Stock" email notification. This can be found on each product page.
This will ensure you are the first to know when a product has been restocked!

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