Shipping policy
Shipping Policy
1. Scope & Eligibility
This Shipping Policy governs all orders placed through ouracare-us.com and constitutes a binding agreement between the customer ("You") and Ouracare ("We," "Us," "Our"). By placing an order, You acknowledge that You have read, understood, and agree to the terms outlined in this policy.
We currently ship to the following countries only: United States and Mexico. Orders placed with a shipping address outside of these regions will be cancelled and refunded minus any applicable processing fees.
2. Order Processing
2.1 Handling Time
All orders require 1–2 business days for processing and preparation before shipment. Business days are Monday through Friday, excluding U.S. federal holidays. Orders placed after the daily cut-off time of 12:00 AM EST (GMT–05:00) will begin processing on the next business day.
2.2 Order Confirmation
Upon placing an order, You will receive an order confirmation email. This confirmation does not guarantee product availability. We reserve the right to cancel or modify any order at our discretion, including orders that appear fraudulent, contain errors in pricing or product information, or cannot be fulfilled for any reason.
2.3 Address Accuracy
Customer is solely responsible for providing a complete, accurate, and deliverable shipping address at the time of purchase. Ouracare is not liable for orders shipped to incorrect, incomplete, or outdated addresses provided by the customer. If an order is returned to us due to an address error, re-shipment will be at the customer's expense.
3. Shipping Options & Transit Times
We offer the following shipping methods. All transit times are estimates and are not guaranteed:
| Shipping Method | Estimated Transit Time | Cost |
|---|---|---|
| Free Standard Shipping | 3–12 business days | FREE |
| Expedited Shipping | 3–7 business days | US $9.95 (flat rate) |
Transit times begin once the order has been handed off to the carrier, not from the date the order was placed. Actual delivery times may vary based on carrier capacity, destination, customs processing (for international orders), weather, and other factors outside our control. We do not guarantee delivery dates under any shipping method.
4. Tracking & Carrier Responsibility
Once your order has shipped, You will receive an email containing your tracking number and a link to track your package. Please allow up to 48 hours for tracking information to become active in the carrier's system.
Ouracare partners with third-party shipping carriers to deliver orders. Once a package has been tendered to the carrier, the carrier assumes full responsibility for the handling, transit, and delivery of the package. Any claims related to in-transit damage, delays caused by the carrier, or carrier handling errors must be directed to the carrier. We will assist by providing shipment details upon request, but we are not liable for carrier performance.
5. Transfer of Risk & Title
Title and risk of loss for all products pass to You upon delivery of the products to the shipping carrier at our facility. Once a package has been handed to the carrier, Ouracare bears no responsibility for loss, theft, damage, or delay that occurs during transit or after delivery.
5.1 Delivered Packages
A package is considered "delivered" when the carrier's tracking system records a delivery scan at the shipping address provided by the customer. Once a package is marked as delivered:
- Ouracare's obligation to fulfill the order is considered complete.
- We are not responsible for packages that are lost, stolen, damaged, or misdelivered after a confirmed delivery scan.
- We are not obligated to issue refunds, replacements, or credits for packages marked as delivered.
5.2 Safe Delivery Location
You are responsible for ensuring that your delivery location is safe, secure, and accessible to the carrier. If You reside in an area prone to package theft, we strongly recommend using a P.O. Box, requiring a signature upon delivery, or arranging for delivery to a secure alternative location. Ouracare is not liable for theft from porches, mailboxes, lobbies, or other unsecured areas.
6. Missing, Lost, or Stolen Packages
6.1 If Your Package is Marked as Delivered But Not Received
If the carrier's tracking information shows "Delivered" but You have not received the package, please take the following steps:
- Check all potential delivery locations around your property, including side doors, garages, rear entrances, and with neighbors.
- Wait 24 hours, as carriers occasionally mark packages as delivered prematurely.
- Contact the shipping carrier directly with your tracking number to file a missing package investigation.
- If unresolved, contact us at info@ouracare-us.com within 7 calendar days of the delivery date. We will assist by providing shipment documentation to support a carrier investigation, but we cannot guarantee a resolution, refund, or replacement.
6.2 Packages Lost in Transit
If a package has not been scanned or updated by the carrier for more than 15 business days from the ship date, it may be considered lost in transit. In such cases, contact us at info@ouracare-us.com and we will work with the carrier to investigate. Resolution may include re-shipment or a refund at our sole discretion, subject to the outcome of the carrier's investigation.
7. International Shipping
For orders shipped to Mexico, the following additional terms apply:
- Customs duties, import taxes, brokerage fees, and any other charges imposed by the destination country's government are the sole responsibility of the customer and are not included in the product price or shipping cost.
- Ouracare has no control over customs processing times. International transit times may be extended due to customs inspections or delays.
- If a package is refused, abandoned, or returned due to the customer's failure to pay customs duties or provide required documentation, the customer is responsible for all return shipping costs. Any refund issued will be reduced by the original shipping cost and a 15% restocking fee.
- Ouracare is not responsible for packages seized or held by customs authorities.
8. Undeliverable & Returned Packages
If a package is returned to Ouracare as undeliverable for any reason (including but not limited to incorrect address, unclaimed package, refused delivery, or failure to pay customs duties), the following applies:
- Re-shipment will only be processed upon the customer's request and at the customer's expense for additional shipping charges.
- If the customer elects not to have the order re-shipped, a refund may be issued minus the original shipping cost and a 15% restocking fee.
- Ouracare is not responsible for any items damaged or lost during the return-to-sender process.
9. Chargebacks & Disputes
We strongly encourage customers to contact us directly at info@ouracare-us.com before initiating a chargeback or payment dispute with their bank or credit card company. We are committed to resolving concerns quickly and fairly.
Filing a chargeback for an order that has been confirmed as delivered by the shipping carrier's tracking data constitutes a breach of this policy and may be treated as an act of fraud. Ouracare reserves the right to:
- Contest any chargeback filed where tracking data confirms delivery.
- Provide all relevant documentation (tracking records, shipment logs, delivery confirmations, and signed proofs of delivery where available) to the payment processor.
- Suspend or permanently ban the customer's account from future purchases.
- Pursue any and all legal remedies available under applicable law, including recovery of the disputed amount plus associated chargeback fees.
10. Force Majeure
Ouracare shall not be held liable for any delay or failure to deliver resulting from circumstances beyond our reasonable control, including but not limited to: natural disasters, severe weather events, pandemics, epidemics, government actions or restrictions, war, civil unrest, strikes, labor disputes, carrier disruptions, supply chain interruptions, or any other event that could not have been reasonably foreseen or prevented. In such events, delivery timelines will be extended accordingly and no refund or compensation will be owed for delays.
11. Limitation of Liability
To the fullest extent permitted by applicable law, Ouracare's total liability arising from or related to shipping shall not exceed the amount paid by the customer for the shipping charges on the applicable order. In no event shall Ouracare be liable for any indirect, incidental, special, consequential, or punitive damages arising from shipping delays, lost packages, damaged goods in transit, or any other shipping-related issue.
12. Modification of Policy
Ouracare reserves the right to update or modify this Shipping Policy at any time without prior notice. Changes become effective immediately upon posting to our website. It is the customer's responsibility to review this policy periodically. Continued use of our website or placement of orders after any modifications constitutes acceptance of the updated policy.
13. Contact Information
| info@ouracare-us.com | |
| Hours | 9:00 AM – 6:00 PM EST (holiday hours may differ) |
| Mailing Address |
Ronda 24 St, 1D, Castro Urdiales, 39700, Cantabria, Spain |
By placing an order with Ouracare, You acknowledge and agree to all terms outlined in this Shipping Policy.
