Shipping & Returns Policy

Shipping & Returns Policy – updated July 2020

Please review our response to COVID-19 and service delays:

We are open and are shipping products. We are taking precautions to ensure the health and safety of our employees and workspace. We apologize if your order takes longer to ship than usual and are shipping out as soon as we can.

Thank you for your patience and understanding.

Please note, due to a high volume of orders, we are experiencing a delay in shipping out orders in two business days. All orders will be processed in the order that they are received (Monday – Friday) excluding holidays. Please know factors including the amount of current orders, stock availability, and other order exceptions may alter this time.

When your order ships and is received by the mail carrier, an automatic email will be sent. Please allow some time for the mail carrier to update the tracking details. Please check spam folders as well as sometimes messages appear there.

Your order is very important to us. We make every effort to ensure your products are picked, packed, and shipped with care and on time. While items are in possession with a mail carrier, service delays and other unforeseen issues may occur which are out of our control. Please reach out to the mail carrier if you have questions regarding updates with delivery while in transit. The mail carrier is responsible for a successful delivery.

FAQ

My items have not arrived, but tracking say delivered.

  • Mistakes can happen and we apologize on behalf of the carrier. Please check around with neighbors, apartment offices, and mailrooms, etc. If this package cannot be located. Please reach out to the mail carrier and keep us updated. After verifying with the mail carrier, orders that show delivered and is indeed lost or stolen will be issued a store credit only.
  • It is the customers responsibility to contact FEDEX or USPS on the process of filing a claim.

My order is showing an ETA of a certain date, where is my order?

  • We understand that you are awaiting the delivery of your cute items. Depending on the service used, transit times will vary, and the date shown are for estimation purposes and not guaranteed delivery timeframe. Please review your tracking for the most detailed updates.
  • Please note: Both FEDEX and USPS have stated that there are delays due to the pandemic.

I need to update the shipping address on my order. Help!

  • No worries, please contact customer service. If the order has not shipped from our location, in most cases we are able to update for you. Please know that if an order is shipped, we are unable to make address changes.
  • While we attempt to attend to every customer’s requests, please know that orders might ship before changes can be made. We suggest that customer verify all information before submitting their order.

I want to ship internationally. Do you offer this?

  • At this current time we do not offer international shipping. We apologize for any inconvenience.

I placed my order and I would like it to arrive sooner? Can you please expedite?

  • At this current time we do not offer expedited service. For more information please view our Shipping in the US details.

I have not received a tracking notification. Can you please send?

  • Tracking notifications are sent after items are shipped. Please allow processing time for your order. In most cases, tracking notifications are undeliverable due to incorrect email spelling or messages arriving in spam folders. Please contact customer service if you do receive a tracking number after 7 business days (M-F) of placing your order.

Shipping In The U.S.

We strive to ship all orders either the same day or the next business day, regardless of the shipping method, from our warehouse in Georgia. Orders placed on weekends or on a Holiday will normally ship within two business days. Factors including the amount of current orders, stock availability, and other order exceptions may alter this time. Orders shipping ‘ground’ to the East Coast will normally arrive in 3-5 business days. Orders shipping to the West Coast will normally arrive in 7-10 business days.

Orders that require normal ground shipping will be shipped utilizing either USPS 1st Class (less than 1 lb.), USPS Priority Mail (up to 4 lbs.), or FedEx Ground (over 4 lbs.) USPS and FedEx shipments have an insurance maximum of $100.

Note: We offer free ground shipping on all consumer orders over $80 shipping to the continental United States. Orders placed with the use of a coupon/discount that decrease the total amount below the $80 minimum do not qualify for free shipping. Order totals MUST be $80 with the coupon/discount to qualify.

One discount code/coupon per transaction.

We ship to residential and business addresses only.

Once orders are placed and payment is submitted, no changes to can be made for the following: Shipping speed, change in quantity of items, swapping of different sizes or styles, addition of new items etc.

For some orders we utilize FedEx SmartPost. FedEx delivers to the nearest USPS location near you and then delivers the package. Please check the location where you USPS is typically delivered. If you have further questions regarding transit of your package please contact the mail carrier directly.

Customers shipping to Hawaii, Alaska, Puerto Rico and, APO-FPO’s may have longer delivery times due to limited availability of transportation and distance for transit.

Returns

We hope you love everything you order, but in case you don’t, you may return any product purchased on oliverandrain.com within 30 days from the date of shipment for a full refund. The returns must be in original packaging, unused (unworn, unwashed, un-altered). Original shipping charges are non-refundable. Along with the returned item(s), include your name, email address and order number.

If you purchase or receive a gift bundle, note that we cannot accept individual items from the bundle for return, refund, or store credit. Bundles can only be returned with all original items included.

We do not accept returns for items not purchased on oliverandrain.com. If you purchased an Oliver and Rain item from anywhere other than oliverandrain.com, please reference the return policy of the company you purchased it from.

Please send all returns to the following address:

Oliver & Rain/Kanopy Brands
Attn: Customer Service
6767 Peachtree Industrial Blvd.
Suite C
Peachtree Corners, GA 30092

Customers are responsible for return shipping charges.

Returns are processed end of week on Fridays within 14 business days after items are received and reviewed. Refunds are issued to your original method of payment.

After 30 days from the date of shipment, we’ll gladly consider any items for return that are defective due to a manufacturing defect.

Gift Return

Items received as gifts and purchased on the Oliver & Rain website may be returned for a store credit for the value paid by the purchaser.  Merchandise must be in original condition including tags attached.  We will NOT inform the purchaser of your return. 

Please be sure you (the gift recipient) include your name, email address, phone number, reason for return, description of items being returned, and if possible, the person’s name who gave the gift or better yet the packing slip.

If you received a gift bundle, note that we cannot accept individual items from the bundle for return, refund, or store credit. Bundles can only be returned with all original items included.

Customers are responsible for return shipping costs. We suggest, for your protection, that insurance be taken when shipping items back to us.

Please send all returns to the following address:

Oliver & Rain/Kanopy Brands
Attn: Customer Service
6767 Peachtree Industrial Blvd.
Suite C
Peachtree Corners, GA 30092

Exchanges

To serve you most efficiently, we do not offer merchandise exchanges. To ensure you get the product you need, simply place a new order. As soon as we receive your return, we’ll refund your original method of payment.[/vc_column_text]

Contact Us
If you have any questions about these Terms, please contact us.
oliverandrain.com
165 Ottley Dr. NE, Suite 208
Atlanta, GA 30324
United States
customerservice@kanopybaby.com
404-596-5396

[/vc_column][/vc_row]