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Shipping Information
In order to ensure the accuracy of our orders, we reserve the right to delay processing for any order we have questions about. We understand that urgency may be of the highest importance in regard to the delivery of your order. Our customer service department will make every effort to resolve any questions as quickly as possible. Therefore, please be sure to include a daytime telephone number and valid email address each time you order. UPS, at their own discretion, may require a signature for your parcel. Consider shipping to a work address when possible.
While Ouidad.com makes every attempt to ship your order as quickly as possible, delivery problems do sometimes occur. If you do not receive your order by the estimated delivery date shown at checkout, please contact us immediately. The shipper does not always notify us if there is a problem with delivery so it is up to you to contact us so that we can attempt to resolve any delivery issues that arise.
For more information on our shipping policies, chose a topic below:
1. What are my shipping options.
Ouidad has maintained a strong relationship with UPS since 1989 and they remain our preferred shipper to all destinations, especially orders shipped to a non USA address. All orders will be shipped via UPS to insure delivery. If you do not receive your order within two weeks, please call us so that we can initiate a UPS search for your parcel. UPS and/or Ouidad, at their own discretion, may require a signature for your parcel. Consider shipping to a work address when possible.
2. What is your shipping charge?
Continental United States:UPS to a street address only. Sorry, no PO Box delivery. UPS Next Day Air: Current official UPS fee calculated by weight, plus $2.00 handling. UPS Second Day Air: Current official UPS fee calculated by weight, plus $2.00 handling. UPS Three Day Select: Current official UPS fee calculated by weight, plus $2.00 handling. UPS Ground: $6.95 Flat Fee Alaska, Hawaii, Puerto Rico, U.S. Territories:
UPS Next Day Air: Current official UPS fee calculated by weight, plus $2.00 handling.
UPS Second Day Air: Current official UPS fee calculated by weight, plus $2.00 handling.
USPS Priority Mail: Current official USPS Priority Mail fee calculated by weight, plus $2.00 handling. Military Addresses, APO, and FPO:
USPS Priority Mail: Current official USPS Priority Mail fee calculated by weight, plus $2.00 handling. International, Non U.S. Address:
UPS Express Air: Current official UPS fee calculated by weight, plus $2.00 handling.
UPS Expedited Air: Current official UPS fee calculated by weight, plus $2.00 handling. Note: UPS is the preferred way to ship packages internationally. UPS offers customs brokerage fees, contents insurance, guaranteed delivery, and package tracking. Delivery to street addresses only.Caution: Customs fees and/or additional duties or taxes levied by the country of destination are the responsibility of the recipient. USPS Parcel Post: Current official USPS Parcel Post fee calculated by weight, plus $2.00 handling. Note: You will be required to allow up to 45 days for delivery before a package inquiry will be initiated. Caution: USPS DOES NOT offer collection of customs brokerage fees, guaranteed delivery or package tracking. Customs fees and/or additional duties or taxes levied by the country of destination are the responsibility of the recipient.
3. Do you ship the same day I order?
Ouidad strives to ship all orders on the same or next business day after processing. We will not offer shipping refunds due to delays in processing your order due to circumstances such as: incomplete or questionable addresses, credit processing problems, or items on backorder. Consequently, shipping time is calculated from the day of shipping, not the day the order is submitted. Please view the online estimated shipping date that appears on the orders page before submitting your order. Once your order has been shipped, there is no refund for shipping charges. We will not offer shipping refunds due to orders not delivered on time due to circumstances beyond our control such as, UPS routing problems, damage, weather delays, etc. If an expedited package is delivered late, we will track your package and upon confirmation of the delay we will refund the difference between the expedited shipping charge and the regular ground charge. For example:
In most cases, if you place your web order on a Friday, we will process your order on Monday and will ship your order the next business day, Tuesday. When Monday is a holiday, your order placed Friday will be processed on Tuesday and will be shipped on Wednesday. Shipping time is calculated from the day of shipping, not the day the order is submitted.
4. Do you ship internationally?
Yes! We ship to most countries where UPS offers International Service. That's about 240 locations worldwide!
5. What if I type in my address incorrectly?
UPS does not deliver to PO Boxes, RR #, or Box # addresses. UPS can only deliver to the official 911 physical address. UPS will assess between a $5.00 - $10.00 charge to Address Correct a non-complying address. It is your responsibility to provide us with a UPS deliverable address and you will be responsible for the Address Correction fee if we cannot get UPS to waive that fee for you. Address Corrections can be levied for wrong or missing zip codes, apartment or suite numbers, missing company names, or incorrect cities, states, or street addresses.
6. What if my package gets returned to you?
UPS attempts to deliver a package three times, on three consecutive business days. In most circumstances we do not request a signature but depending on the location, your UPS driver may request a signature at his/her own discretion. After three delivery attempts, UPS will send a postcard and hold the package for 7 business days. After that, they will return the package back to the shipper. You can request for Ouidad to re-ship your package but there will be an additional shipping fee. It is your responsibility to provide us an accurate, UPS deliverable, address.
7. Do you require a signature?
In most circumstances we do not request a signature but depending on the location and the size of your order, your UPS driver and/or Ouidad may request a signature at his/her own discretion.
8. What if my package was not delivered on time?
If an expedited package is not delivered as scheduled we will track your package, and upon confirmation of the delay, we will refund the difference between the expedited shipping charge and the regular ground charge. If it is determined that your package may be lost, we will work together with you and UPS to resolve this issue and reship your package as quickly as possible. We must work within UPS guidelines and allow UPS time to trace and search for your package before we can reship your order.
9. How do I place an order?
Online: www.ouidad.com Phone: 800-677-4247 Fax: 203-798-1380 By Mail: Ouidad PO Box 80 Bethel, CT 06801 You can order 24 Hours a Day!
Customer Service Hours: 9:00AM - 5:00PM EST
(You can reach the Customer Service Help Desk between 9:00 AM and 5:00 PM Monday to Friday EST. All other hours - evenings, weekends, and holidays, we use a live order taking service to answer your call and take your order or brochure request. For your security, this service does not have access to your customer file or order history and can not answer questions about our products or help make recommendations.)
10. Can I get online discounts by phone or mail?
Sorry, no, any online discounts are available only for orders placed online. Orders placed by phone, mail or fax will be charged the regular price, and or discounts will not be available.
11. Do you charge sales tax?
Only orders shipped to a Connecticut address are subject to a 6% state sales tax. Per Connecticut state law, sales tax must be computed on the subtotal of items plus the shipping cost. We do not collect state sales tax for any other state at this time.
12. What number do I call if I am out of the U.S.?
For customers outside of the United States please call 001-203-798-2767 between 9:00am and 5:00pm EST, Mon to Fri. You can also email us at help@ouidad.com
13. Still have questions?
If you have any additional questions about using the site, please click here for information about who to contact and the many ways we can help.
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