HOW QUICKLY CAN YOU ANSWER MY QUESTION?
We answer messages and emails in the order they are received and we try to respond as promptly as possible. We mostly reply within 24-72 hours of receiving a message or email.
CAN I CHANGE MY SHIPPING ADDRESS AFTER MY ORDER HAS BEEN PLACED?
Once an order is placed, our warehouse staff can pack and ship your order within 3 business days, it is possible we will need verify the information before everything will be sent to another address. If you notice an error, please email us ASAP with your name and order # so we can try to make a correction(s) to your package before it departs. There's no guarantee we can make it, especially once it leaves our warehouse, but we'll do everything we can!
HOW LONG IS THE PROCESSING PERIOD?
Order processing times are between 3*4 business days after the day you placed your order. Most packages are prepared within 24 hours, but if our warehouse is exceptionally backed up processing times may go up to 3 business days following the day you placed your order.
GENERAL SHIPPING INFORMATION:
Our warehouse processes and ships out all orders Mondays - Fridays (excluding major holidays). After placing your order, your package should be shipped out within 3 business days after your order is placed, and you will receive an email with the tracking number soon after. Fedex is our primary carrier for U.S. , Canada and International customers.Depending on where you live, packages are delivered within 5~25 days from the date of shipment.
WILL MY ORDER COME IN ONE PACKAGE?
Depending on the size of your order you may receive separate packages that may possibly arrive 1~2 business days apart.
ADDRESS CHANGES:
Our warehouse staff are super quick, so if you notice an error please email us ASAP with your name and order number so we can try to catch your package before it departs. There's no guarantee we can change it, especially once it leaves our warehouse, but we'll do everything we can!
DO YOU SHIP INTERNATIONALLY?
Yes we ship internationally and to almost all countries. You will receive your shipment 5-25 days after the order is shipped. All orders are shipped out within 1 or 2 days.
I RECEIVED A DAMAGED ITEM, WHAT DO I DO?
We apologize that your shipment didn't arrive in perfect condition! Please contact us with your name and order number for further assistance.
HOW CAN I TRACK MY ORDER?
Simply go to the Fedex Track My Order link in your email and input your tracking number to see where your package is. If you need further assistance, we are always willing to help you.
WHY ISN'T MY TRACKING NUMBER WORKING?
Often, tracking numbers will only function on domestic orders, as foreign postal systems will not update the location of the package in our carriers' systems. International shipping usually takes between 2-4 weeks, so you can estimate that it will take about that long from the time your package ships until you'll receive it. If your order is domestic and the tracking number doesn't work, please let us know so we can make sure that your items were properly shipped.
THE TRACKING NUMBER SAYS DELIVERED, BUT I HAVEN'T RECEIVED MY ORDER?
All domestic (U.S) delivery issues become the responsibility of FEDEX once it’s been shipped from our warehouse or suppliers. You can contact 1.800.463.3339 to locate your package, if there is not resolution, please contact us.
WHAT DO I DO IF SOMETHING IS MISSING IN MY ORDER OR IS DAMAGED?
If any of your purchased items are missing or are damaged please contact us immediately to resolve the issue. We have a Money Back Guarantee which lasts 30 days prior to the delivery of your order so make sure to contact us within that time frame. To get a hold of us to assist you please either use the Contact Us tab or email us at support@oceanusantique.com.
Can I Cancel my Order?
You can cancel anytime before an item ships. If you need to cancel an order, please contact our customer support team as soon as possible at email contact@oceanusantiques.com.
How Do I Request a Return?
You can request a return within 15 days of receiving your order by reaching out to us and letting us know what the issue is.
Our team will review your request. Once approved, you will be given the opportunity to print a return shipping label. If you have selected your refund as a Oceanus Antiques credit, you return shipping is free. If you selected to have your refund issued to your original payment method, the return shipping fee will be presented while processing your return and will be deducted from your total returned amount. If you choose to print and use the pre-paid label, please apply the label and drop off the package at your nearest FedEx drop-off.
Items will only be exchanged or returned if the items are in new and uninstalled condition with all original materials.
If you’d like, you can also send your purchases back using the provider of your choice. If you choose to do this, please complete the return registration online, however do not print a return shipping label. If you are using your own shipping provider to send a purchase back to us, please ship to:
Oceanus Antiques
377 Valley RD
Suite 3478
Clifton, NJ 07013
Freight Delivery
Heavy, large or especially fragile items may require freight delivery. For most items, we offer Free Curbside Delivery - delivery outside of your business or residence. For an additional fee (per order - not per item) we offer both Threshold Delivery (delivery inside your first dry area) as well as White Glove Delivery (room of choice with debris removal). Please see below for more details on each level of service.
Currently we only offer Free Curbside Delivery for orders going to the USA & Canada. Multi-piece orders may be subject to consolidation at Oceanus Antiques warehouse prior to shipping to these locations. Please contact us prior to ordering for additional information.
Shortly after a freight shipment arrives at your local delivery terminal, our freight partner will contact you to arrange a delivery window (4 hour window).
At the time of delivery, please thoroughly inspect the entire shipment and make a note on the delivery slip of any damage to the exterior of the shipment or the contents of the shipment. Any damage must be marked on the delivery slip. If you are unable to inspect the contents of the shipment at time of delivery, please mark "Damaged - Further Inspection Pending" on the delivery slip and notify Oceanus Antiques within 3 days of any damage.
Unfortunately, we will be unable to honor any damage claims if damage to the package is not notated on the delivery slip at time of delivery and if we are not notified within 3 days of any damage. If damage is found, it is necessary that all packaging and contents of the shipment is held until the claim is finalized.
Freight Service Levels:
Free Curbside Delivery
With Curbside Delivery, your item will be delivered to the sidewalk or curb immediately outside of your house, condo building, apartment building or office building. The pallet will not be removed and you will be responsible for transporting the item inside your residence/office.
You will be called when the shipment arrives at your local delivery center to make a 4-hour delivery appointment. Curbside Delivery for furniture is done Monday through Friday during typical business hours.
Threshold Delivery
With Threshold Delivery, your order will be delivered inside the first threshold or first available dry area (whichever is closer to the road). For a home, this may be inside your garage or inside your front door. For an apartment, condo or office building, delivery would take place in the first-floor lobby. With Threshold Delivery, orders will not be taken up any flights of stairs or elevators.
Unpacking and debris removal is not included and your item could be delivered on a pallet. You will be called when the shipment arrives at your local delivery center to make a 4-hour delivery appointment. Threshold Delivery for furniture is done Monday through Friday during typical business hours.
White Glove Delivery
With White Glove Delivery, your order will be delivered to the room of your choice (including up/down 3 flight of stairs or an elevator). The item will be removed from the packing materials and all debris will be removed. No assembly will be performed but can usually be added for an additional fee (please contact us).
You will receive a phone call when your items are in your local area and will be provided options for a delivery window during normal business hours (Monday-Friday 9am-5pm).
White Glove Delivery + Assembly
With White Glove Delivery +Assembly, your order will be delivered to the room of your choice (including up/down 3 flights of stairs or an elevator). The item will be removed from the packing materials and all debris will be removed. 30 minutes of assembly will be performed to setup the product.
You will receive a phone call when your items are in your local area and will be provided options for a delivery window during normal business hours (Monday-Friday 9am-5pm).
International Shipping:
We currently ship directly to the US, Canada, Europe, Middle East, & Asia.
For shipping to all other countries that are not on the list, we are able to accommodate that on a case-by-case basis. Please reach out to contact@oceanusantiques.com.
