At Ostraviel, we aim to make furniture delivery clear and convenient by providing transparent shipping charges, defined processing times, and accessible delivery support. This policy explains how orders are prepared, shipped, tracked, and handled when delivery issues arise.
Delivery Coverage
We deliver to eligible shipping addresses within the United States. Available delivery options depend on whether the destination can be served through our shipping arrangements.
Please provide a complete and accurate shipping address when placing your order, including the recipient’s name, street address, apartment or unit number when applicable, city, state, ZIP code, and contact telephone number.
Shipping Charges and Free Shipping
Shipping charges are determined by the total order amount as follows:
Orders below $109.51 are charged a shipping fee of $11.75.
Orders totaling $109.51 or more qualify for free shipping.
The applicable shipping charge will be displayed during checkout. Please review the order summary before completing your purchase.
Order Preparation
After an order is confirmed, processing generally takes 2–3 business days. This period covers order preparation and handling before shipment.
Processing time is separate from transit time. Orders may require additional handling when order details need verification or when unexpected operational circumstances arise.
Carriers and Transit Time
Shipments are handled by DHL or UPS.
After an order has been shipped, estimated transit time is 8–12 business days. This estimate begins on the shipment date and does not include the 2–3 business days required for order processing.
Delivery estimates are provided for planning purposes and are not guaranteed arrival dates. Carrier operations, weather, customs procedures, and other circumstances beyond our reasonable control may affect delivery.
Taxes and Customs Clearance
Applicable taxes are included in the corresponding product prices. We have arranged for our logistics providers to handle customs clearance directly as part of the shipping process.
Under normal delivery arrangements, customers should not need to make an additional payment for taxes already included in the product price or for the customs clearance service arranged through our logistics providers.
If an unexpected charge is requested, please contact customer support before making payment so that the circumstances can be reviewed.
Tracking Your Shipment
Once your order has shipped, tracking information will be provided through the shipment notification when available. You can use the tracking details to check the latest shipment status and delivery progress.
Tracking updates may not appear immediately after dispatch. Please allow time for the carrier to register and update the shipment information.
If your order has not arrived after the estimated transit period of 8–12 business days, contact us by email first or by telephone. Please include your order number and any available tracking information so we can help investigate the delay.
Delivery Issues and Responsibilities
Damaged or Missing Shipments
If your furniture arrives damaged or your shipment appears to be lost, contact us as soon as reasonably possible. Provide your order number, a description of the issue, and photographs of the item or packaging when available.
We will review the information and coordinate appropriate next steps based on the circumstances and applicable requirements. Any resolution will depend on the findings of the review and the nature of the delivery issue.
Shipping Address Changes
Please check your shipping details carefully before submitting an order. If you need to correct an address, contact us promptly.
Address changes may be possible before dispatch. Once an order has shipped, changes or rerouting requests depend on the carrier’s capabilities and the current shipment status. We cannot guarantee that a change can be completed after dispatch.
Order Cancellation and Shipment Interception
If you wish to cancel an order, contact us as soon as possible. A cancellation request may be processed before shipment, subject to the order’s current status.
After dispatch, cancellation or shipment interception is not guaranteed and depends on the carrier’s available services and the shipment’s progress.
Delivery Delays and Failed Delivery
If delivery takes longer than the estimated transit period, contact customer support so we can review the tracking information and assist with the inquiry.
Customers are responsible for providing accurate delivery details and ensuring that the destination is accessible for delivery. If an incorrect or incomplete address causes a delivery problem, additional arrangements may be necessary depending on the circumstances and carrier requirements.
Any handling of delivery failures, additional charges, or other resulting issues will be assessed according to the facts of the case and applicable law.
Customer Support
For questions about shipping fees, order processing, tracking updates, delivery delays, damaged goods, or address changes, please contact us using the details below.
Email: customer@ostraviel.com
Phone: +81 24-682-7395
Customer support hours: Monday through Friday, 9:00 AM–6:00 PM Eastern Time (ET)
Mailing address: 15 Aihamada Aigota, Soma City, Fukushima 976-0022, Japan