Shipping policy

Last updated: August 14, 2026

This Shipping Policy describes the terms under which Ondine ships orders placed through ondinesleep.com.

Processing Time

Orders placed before 2:00pm (warehouse local time) on a business day are dispatched the same business day; all other orders ship within 24 hours. We do not ship on weekends or public holidays. During launch periods and sale events, dispatch can take up to 48 hours.

Delivery Times, Rates, and Free-Shipping Thresholds

Estimated delivery times are calculated from dispatch and exclude weekends and holidays. Free-shipping thresholds apply to the merchandise subtotal before taxes and duties.

  • United States — Standard $9.95 · Priority $14.95 · 2–5 business days · FREE standard shipping on orders over $100
  • Canada — Standard $9.95 · Priority $14.95 · 3–7 business days · FREE over $100
  • United Kingdom — Standard $9.95 · Priority $14.95 · 3–6 business days · FREE over $100
  • EU Core (France, Germany, Spain, Austria, and others) — $12.95 · 3–6 business days · FREE over $120
  • EU Outer & Nordics — $14.95 · 4–8 business days · FREE over $135
  • Australia & New Zealand — Standard $12.95 · Priority $17.95 · 5–10 business days · FREE over $110
  • Rest of world — International Tracked $24.95 · 5–10 business days

Delivery estimates are provided in good faith and are not guaranteed; actual times may vary based on carrier performance, customs, weather, and holidays.

Tracking

You will receive a tracking link by email when your parcel leaves the warehouse. Live tracking may take up to 24 hours to begin updating. If it hasn't, check spam, then email hello@ondinesleep.com with your order number.

Carrier Selection

We select the carrier best suited to each destination. Carrier selection is at our discretion; we accommodate specific requests when reasonably possible.

Customs and Import Duties

US, UK and EU orders ship from regional stock, so customs charges do not normally apply. For other destinations, any applicable import duties or fees are determined by the destination country and are the responsibility of the recipient. We declare all parcels accurately.

Incorrect or Incomplete Addresses

Customers are responsible for providing a complete, accurate address at checkout. If a parcel is returned due to an address error, refused at delivery, or unclaimed, the original shipping cost and a $7 restocking fee will be deducted from any refund, or the order may be reshipped at the customer's expense.

Address Changes

Address change requests must reach us within one hour of order placement. After that, the parcel may already be with the carrier.

Lost, Stolen, or Damaged Packages

Tracking shows delivered but nothing arrived? Email within 14 calendar days of the recorded delivery date — we investigate with the carrier, then reship at our cost or refund, your call. Damaged on arrival? Send a photo within 14 days and a replacement ships immediately. Repeated claims from the same address may require signature confirmation on future orders.

Contact

Ondine · hello@ondinesleep.com