Shipping policy
SHIPPING POLICY
Last updated: [Date of publication]
Thank you for choosing Ombra Sleep. We ship our premium sleep products to customers across the United States through our trusted global fulfillment network. Below you will find everything you need to know about order processing, delivery times, and tracking.
PROCESSING TIME
Orders are processed within 1-2 business days from the time payment is confirmed. Processing includes quality verification, packaging, and handoff to our shipping carrier.
Orders placed on weekends or public holidays are processed on the next business day.
You will receive a confirmation email when your order is placed, and a separate email with tracking information when your order ships.
SHIPPING DESTINATIONS
We currently ship to all 50 US states and US territories. International shipping outside the United States is not available at this time.
SHIPPING METHOD AND TIMES
All orders are shipped via our standard international shipping service. Estimated delivery time is 10-20 business days from order confirmation.
- Processing: 1-2 business days
- Transit: 8-18 business days
- Total: 10-20 business days
Delivery times may vary slightly depending on your location within the United States and the season. Rural addresses may experience slightly longer delivery times than major metropolitan areas.
SHIPPING COST
Free standard shipping on all orders within the United States. No hidden fees or surprise charges at checkout.
TRACKING YOUR ORDER
Once your order ships, you will receive an email with:
- A tracking number
- A direct link to track your package
- Expected delivery window
You can track your order at any time by visiting our tracking page or by using the tracking number on your shipping carrier's website.
If you do not receive a tracking email within 5 business days of placing your order, please contact us at contact@ombrasleep.com.
DELAYS AND EXCEPTIONS
While we work hard to meet our estimated delivery windows, some factors are outside our control. Delivery may be delayed due to:
- Customs processing (for international fulfillment)
- Severe weather or natural events
- Carrier-side delays
- Peak shopping seasons (November-January)
- Incorrect or incomplete shipping addresses
- Public holidays in transit countries
In case of significant delays (more than 30 business days), please contact us at contact@ombrasleep.com. We will investigate the status of your shipment and take appropriate action, which may include a replacement or refund.
CUSTOMS AND IMPORT FEES
Our products are shipped prepaid with no additional customs or import duties for customers within the United States. The price you see at checkout is the final price you pay.
INCORRECT ADDRESS
Please double-check your shipping address at checkout. We ship to the address provided and are unable to modify addresses once an order has entered processing.
If an incorrect address is provided and the package is returned to sender, we will contact you to arrange reshipment. Reshipment to a corrected address may incur additional shipping costs.
LOST OR MISSING PACKAGES
If tracking shows your package was delivered but you cannot locate it:
1. Check with neighbors or your building's front desk
2. Verify the shipping address on your order
3. Contact your local postal carrier
4. Wait 48 hours (packages sometimes marked as delivered arrive the next day)
If the package is still missing after these steps, contact us at contact@ombrasleep.com within 7 days of the marked delivery date, and we will work with you to resolve the issue.
DAMAGED PACKAGES
If your package arrives visibly damaged or the product is defective, please contact us at contact@ombrasleep.com within 14 days of delivery with:
- Your order number
- Photos of the damaged packaging or product
- Description of the issue
We will send you a free replacement at no additional cost.
ORDER CHANGES AND CANCELLATIONS
Orders can be cancelled free of charge within 12 hours of placement. After 12 hours, orders may already be in processing and cannot be modified or cancelled.
To request a cancellation, contact us immediately at contact@ombrasleep.com with your order number.
CONTACT US
For any shipping-related questions, please reach out to our customer support team:
Email: contact@ombrasleep.com
Business hours: Monday-Friday, 9:00-17:00 CET
Response time: Within 1-2 business days
Thank you for your patience and for choosing Ombra Sleep.