All orders are processed and shipped from Toronto, Canada and are processed Monday- Friday (excluding stat holidays). We try our best to fulfill orders as soon as possible, however please allow 2-5 business days to process and pack your order before shipping.

What is the cut-off time?

All orders placed after 2 pm EST will be processed the following business day.
We do not make deliveries over the weekend; orders placed over the weekend will be shipped out on the next business day.

Shipping for US orders

Express shipping is sent via DHL Express, which takes 1-2 business days.

Complimentary shipping (for orders over $250), is shipped through DHL Express. The shipping rate is calculated at checkout. Orders over $800 USD are subject to customs fees. Please note. DHL is unable to ship to APO and PO Box addresses.

Shipping for Canadian orders

For our Canadian customers, we ship through Canada Post Expedited shipping, which takes between 1-7 business days.(For Ontario & Quebec it is typically between 1-2 business days).For an accurate delivery time frame and rate, please select your shipping method at checkout. There are no custom or duties for Canadian orders. 

Shipping for International orders

For our international customers, we ship through DHL Express, which takes between 1-5 business days. 

For an accurate delivery time frame and rate, please select your shipping method at checkout. RE ONA is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the customer.

Please check with your local postal service for more information. You will need to make sure that you cover any incurred customs fees or duties should any be incurred when shipping to your destination.

Duties/Taxes (US and International Orders)

US orders over $800 USD and all international orders are subject to duties/customs.

RE ONA is not responsible for any customs fees or duties incurred on international shipments as these are the responsibility of the customer. Orders that are designated for shipment to countries outside of Canada may be subject to local taxes, customs, duties, and import fees levied by the destination country.

The recipient of the shipment is the importer of record in the destination country and is responsible for all import Fees. Regulations for import duties and taxes vary by country and we are unable to control these costs. 

Please do not refuse delivery. Refused deliveries will incur the cost of the original delivery plus the return fee. Any refund made will be minus the total delivery and cost to return.

Correct mailing address

We are not responsible for any incorrect or missing mailing address details provided by the customer. Please ensure that the correct address information is entered at checkout.  

Lost/Missing packages

Please note that we are not responsible for packages lost in transit once a package is in the courier's hands. Once the package arrives and is confirmed by our shipping carrier that it has been delivered, we are not responsible for your package's loss or theft. We do not refund or reship packages that have been marked as delivered by the courier. Unfortunately, we are unable to file claims on behalf of customers for lost/missing packages.

Shipping Protection

When purchasing RE ONA Shipping Protection, you are buying protection for your package; if your package is lost or damaged in transit, you may be eligible for a replacement for the entire order, once an investigation is completed. One-time replacements will be permitted.

Our shipping protection policy does not include refunds for lost or damaged items. Instead, we will provide a complete replacement of the item, subject to availability. In the event that the item is out of stock, we may issue a store credit at our discretion.

If your package is lost or damaged and you have purchased insurance, please contact with your order number and add "claim" as the subject line (e.g. #81932 Claim) with the order issue details.

Claims for packages marked "delivered" must be filed after 5 days and before 15 days from the date the box was marked "delivered." Claims for packages presumed to be lost (where the status is not "delivered") in the US or Canada must be filed after 7 days (20 for other international countries) and within 30 days from the last checkpoint.

All claims must be filed within 60 days of the order date. If your claim falls outside that time, you will not be eligible for a replacement.

Please note the RE ONA package protection fee will not be refunded or reimbursed for returned orders.

RE ONA is not responsible for uninsured orders lost or damaged in transit. By not adding shipping protection, RE ONA is not liable for lost, damaged, or stolen items.

Interested in purchasing protection? Click here