Frequently Asked Questions
Ordering
Where do you ship?
We currently ship only within the United States.
Is shipping really free?
Yes — we offer free standard shipping on every order, with no minimum required.
Can I change or cancel my order after placing it?
If your order hasn't shipped yet, contact us as soon as possible at support@ootspod.com and we'll do our best to accommodate changes or cancellations.
Shipping & Delivery
How long will my order take to arrive?
Orders are processed within 1–3 business days, then shipped with a transit time of 3–5 business days. Total estimated delivery is 4–8 business days.
Will my order arrive in time for the holidays?
We recommend ordering early in the season, since carrier volume increases in November and December and can add extra time to delivery.
How do I track my order?
You'll receive a tracking number by email once your order ships.
What if my package is delayed?
Occasionally carrier delays, weather, or high volume can affect delivery times. If your order is significantly delayed, reach out and we'll help look into it.
Returns & Refunds
What is your return policy?
We accept returns within 30 days of delivery for items in unused, original condition. See our full Return & Refund Policy for details.
My ornament arrived broken — what do I do?
Glass and ceramic ornaments can occasionally be affected in transit. Contact us within 7 days of delivery with your order number and a photo of the item and packaging — we'll send a replacement or refund at no cost to you.
How long do refunds take?
Once your return or damage claim is approved, refunds are processed within 5–10 business days to your original payment method.
Who pays for return shipping?
We cover the cost if the issue is our error (damaged, defective, or wrong item). For change-of-mind returns, the customer covers return shipping.
Product Care
How do I care for hand-painted or ceramic ornaments?
We recommend hand-washing only, and storing ornaments in padded or original packaging between seasons to prevent chips or breakage.
Do your string lights work outdoors?
Please check each product page — some of our lights are rated for outdoor/weatherproof use and others are designed for indoor use only.
Do ornament sets come as shown?
Set contents and piece counts are listed on each product page. Please check the listing for exact quantities included.
Still Have Questions?
Contact us at support@ootspod.com or visit our Contact page — we usually respond within 24–48 business hours.