Returns

 

EXTENDED HOLIDAY RETURN POLICY 

Items purchased between Oct 25- Dec 15 2023 have an extended return policy to Jan15 2023 and must abide by the rules below for returns

RETURN POLICY - 30 Day

This mat will most likely be different than any you have ever used. We encourage you to try it at home in a clean and pet free room first to make sure you enjoy it.

We offer a full refund for items returned within 30 days from the shipment date in its original condition (excluding shipping costs).

Return items

1. We accept returns postmarked within 30 days of the delivered date. If 30 days have gone by since your delivery, unfortunately, we can’t offer you a refund or exchange.

3. Items must be returned unwashed and undamaged with all original items attached.  

4. Please email us at hello@okoliving.com 

5. Once your return is received and inspected your refund will be processed. Most returns are processed within 5 business days after we receive your package. We’ll issue the refund to your payment account.

Refund Policy for any issues we are responsible for. 

We offer a full refund or exchange if we're responsible for the issue, e.g. quality problems or wrong or missing item.

This does not include damage caused during shipping. (See policy for shipping issues below).

For international shipments Duty/ VAT fees are not covered.

Exchanges

If an items arrives damaged or with a pre-existing issue (not caused during shipping) you may request an exchange and shipping costs will be covered.

For any exchange requests due to customer preference or purchase error the customer will be responsible for shipping charges. 

For international shipments Duty/ VAT fees are not covered.

 

Shipping Policy / Lost or Stolen Items

We offer Navidium package protection — low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit. Make sure to keep this option checked for fast claim approval (1-3 days) and the best coverage.  

If you experienced an issue with your order, please file a claim with us here.

For those who do not opt into Navidium please note most of our shipping options have some level of insurance. In the rare occurrence that a package goes missing or is stolen we will do our best to assist in creating a claim for the shipping company (UPS, USPS or DHL) .  Approvals can take about 15 days If we are approved for a refund from the shipper we will resend your item (most of the time we are approved with UPS but USPS is not as reliable). If not then we are not responsible for lost or stolen items. Please be sure to check your tracking and be home when the item arrives.  

International

For international shipments any Duty/ VAT fees are not covered and must be paid by the customer. International shipments can not be refused for a refund and in the case of a return, shipping will need to be paid by the customer.