Shipping policy
Everything you need to know about what shipping costs and when your Ouzala order reaches you.
Shipping Cost
The shipping cost on every order is $0.00. Standard shipping is free to Canada and the United States, with no minimum spend, no handling fee and no surcharge at checkout.
We also cover all duties and import charges, so the total you see at checkout is the total you pay. Nothing is collected on delivery.
| Destination | Shipping method | Shipping cost | Delivery time |
|---|---|---|---|
| Canada | Standard tracked | $0.00 (free) | 7-14 business days |
| United States | Standard tracked | $0.00 (free) | 7-14 business days |
Applicable sales tax is calculated and shown at checkout before you pay. There is no expedited shipping option at this time, so there is no additional shipping cost to choose from.
Shipping Coverage
We currently ship to Canada and the United States. We are not able to deliver to P.O. boxes or to APO, FPO and DPO addresses, so please give us a street address at checkout.
Order Fulfillment and Shipping Origin
Ouzala is operated by Outfinity Advertising from Kitchener, Ontario, Canada. Orders are fulfilled through our international logistics partners and warehouses, so your parcel may ship from a facility outside Canada.
If you order several items they may arrive in separate parcels on different days. That is normal and nothing has gone missing.
Processing and Handling Time
Orders are processed within 1 to 2 business days (Monday to Friday) after payment is confirmed. Orders placed after 5:00 PM ET, or on a weekend or public holiday, begin processing on the next business day.
Delivery and Transit Time
Standard shipping takes 6 to 12 business days in transit once the parcel leaves our warehouse.
Total estimated delivery is 7 to 14 business days from the date you place your order, combining processing and transit.
These are estimates, not guarantees. Remote destinations and peak periods can add a few days.
Order Tracking
Every order ships with tracking. As soon as your parcel leaves the warehouse we email you a confirmation containing your tracking number and a link to follow it in real time.
Tracking information can take 2 to 4 business days to begin updating after you receive that email. If it has not moved after that, contact us and we will look into it.
Shipping Delays
Occasionally a parcel is delayed by weather, customs inspections, high seasonal volume or a carrier issue. These are outside our control, but they are not outside our concern.
If your order has passed the top of the estimated delivery window, email us with your order number and we will investigate with the carrier and keep you updated until it is resolved.
Lost or Damaged Packages
If your parcel arrives damaged, or tracking shows it as delivered and you cannot find it, contact us within 7 days with your order number and, where relevant, photos of the packaging and item.
We will either send a free replacement or issue a full refund including shipping. You will not be asked to pay twice for an order that did not arrive in good condition.
Incorrect Addresses
Please double-check your shipping address at checkout. If you spot a mistake, email us immediately and we will correct it if the order has not yet shipped. Once a parcel is in transit we cannot redirect it, and orders returned to sender because of an incorrect address may incur a reshipping cost.
Returns
You have 30 days from delivery to request a return. Full terms, including who pays return shipping, are in our Refund Policy.
Contact Information
Store name: Ouzala
Operated by: Outfinity Advertising
Email: support@ouzala.com
Phone: +1 (226) 783-2243
Business address: 137 Glasgow St., Suite 210, Kitchener, ON N2G 4X8, Canada
Customer service hours: Monday to Friday, 9:00 AM to 5:00 PM ET
We respond to every enquiry within 24 business hours.