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FAQ

Shipping and Tracking

Please note that shipping costs may vary based on product. We charge a flat fee of $10 for domestic shipments, and international shipments will range depending on destination.

To track your order, visit our account log-in page on ochomade.com, after signing in, you’ll be able to review your order status. If you chose to checkout as a guest, you may contact us at support@ochomade.com to receive your current status. All orders will ship at the close of the pre-sale.

Please allow up to 5 business days for order status and tracking information to appear.

It may take 1-2 business days for your shipping status to be updated. If your tracking information does not appear 2 business days after shipping confirmation, please email support@ochomade.com with your order number in the subject line. 

Your package may be delivered to a mailroom, building doorman, or concierge. Please check-in with those individuals first. If you do not have your package 24 hours after the delivery has occurred, please contact support@ochomade.com with your order number in the subject line.

OCHO is not responsible for any lost or stolen packages, if the address provided at checkout matches the address where the order was shipped and delivered to. We are not liable for the package after successful delivery. Misplaced packages are non-refundable. If you have further questions or an issue pertaining to a stolen delivery, please contact support@ochomade.com for assistance with your order number in the subject line. 

We do not offer same-day delivery.

We do not expedite orders under any circumstances.

Returns and Exchanges

All sales are final and non-returnable.

Order Processing

As we adhere to a "No Mass Production" philosophy, please note that all orders will be shipped upon the pre-orders conclusion.

Once an order is placed, unfortunately, it cannot be canceled.

No. Pre-orders are made-to-order and cannot be canceled or modified once your order confirmation is received. They are final sale and non-returnable.

Once an order is placed, the customer cannot modify or edit in any form. 

Depending on availability, your item(s) may ship from one of our private warehouse facilities. 

  1. Please photograph the interior and exterior of your order
  2. Email support@ochomade.com with your order number in the subject line, and attach all photos along with your inquiry 
  3. We will get back to you shortly with assistance. In some cases, a claim with the carrier may be filed if packages were tampered with.

No, we do not accept phone orders.

Sizing and Measurements (Apparel)

All products are listed in US sizing, unless noted otherwise in the product description. 

To view size charts and measurement directions, please visit the “Size Info” tab on each product description page. Each chart provides measurements in centimeters, measured on a flat surface.

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