Shipping policy
Thank you for shopping with ONAQ360. We are committed to providing reliable shipping and clear delivery information. Please review this Shipping Policy before placing your order.
By placing an order with ONAQ360, you acknowledge and agree to the shipping terms described below.
Order Processing
Orders are typically processed and dispatched within 1–5 business days after payment is successfully completed.
During holidays, promotional periods, high-volume periods, or circumstances outside our reasonable control, processing may take up to 7 business days.
Once an order has been processed, packed, or transferred to a fulfillment or shipping carrier, we may be unable to modify or cancel it.
Shipping Times
Estimated delivery times after dispatch are:
United States: approximately 3–7 business days
International Orders: approximately 7–25 business days
Delivery times are estimates and are not guaranteed. Customs processing, carrier delays, weather conditions, local delivery disruptions, incorrect or incomplete addresses, or other circumstances outside ONAQ360's reasonable control may affect delivery times.
In exceptional circumstances, international delivery may take up to 40 days.
Free Shipping
ONAQ360 currently provides free standard shipping on all orders, unless otherwise stated at checkout.
Tracking Information
Once tracking information becomes available, it may be provided by email or through the customer's order-status page.
Orders may be transported by more than one carrier. An international or regional shipping partner may transfer a package to a local last-mile carrier responsible for final delivery.
As a result, an order may have both an original tracking number and a separate last-mile tracking number.
Both the original carrier tracking information and authorized last-mile carrier tracking information may form part of the official shipping and delivery record for an order.
Delivery Confirmation
An order is considered delivered when the shipping carrier or authorized last-mile carrier records the shipment as delivered to the shipping address provided by the customer at checkout.
Carrier records may include, where available:
- Tracking number
- Last-mile tracking number
- Delivery status
- Delivery date and time
- Delivery city or location
- Delivery scan
- Proof of delivery
- Delivery photograph
- Other carrier-generated delivery information
Carrier and authorized last-mile carrier records may be used by ONAQ360 as evidence of shipment and delivery.
A delivery scan or delivery confirmation from an authorized last-mile carrier is considered part of the official tracking history of the shipment.
To the extent permitted by applicable law, once the carrier or authorized last-mile carrier confirms delivery to the shipping address provided by the customer, ONAQ360's delivery obligation for that shipment is considered fulfilled.
Customer Responsibility for Shipping Information
Customers are responsible for providing a complete and accurate shipping address and contact information when placing an order.
This includes, where applicable:
- Recipient name
- Street address
- Apartment, suite, or unit number
- City
- State or province
- ZIP or postal code
- Country
- Relevant contact information
Customers should carefully review their shipping information before completing checkout.
If an address correction is required, please contact hello@onaq360.com as soon as possible.
We will make reasonable efforts to update the shipping information if the order has not yet been processed or dispatched. However, we cannot guarantee that an address can be changed once an order has entered fulfillment or has been transferred to a carrier.
To the extent permitted by applicable law, ONAQ360 is not responsible for delivery problems resulting from incorrect, incomplete, or outdated shipping information supplied by the customer.
Lost, Stolen, or Missing Packages After Confirmed Delivery
Once the shipping carrier or authorized last-mile carrier confirms that an order has been delivered to the shipping address provided by the customer at checkout, the shipment is considered successfully delivered.
To the extent permitted by applicable law, ONAQ360 is not responsible for packages that are lost, stolen, misplaced, or otherwise missing after confirmed delivery to the customer-provided shipping address, except where applicable Shipping Protection provides coverage or responsibility is otherwise required by law.
A customer's inability to locate a package after the carrier has confirmed delivery does not, by itself, establish that the shipment was not delivered.
If tracking shows that a package was delivered but the customer cannot locate it, we recommend that the customer:
- Check the mailbox, entrance, porch, reception area, parcel locker, garage, side entrance, or other possible delivery locations.
- Check with household members, neighbors, building management, reception, or concierge, where applicable.
- Contact the carrier or last-mile carrier to request additional delivery information.
- Contact ONAQ360 Support at hello@onaq360.com so we can review and provide available shipment information.
ONAQ360 may provide available carrier tracking records, last-mile tracking records, delivery confirmation, proof of delivery where available, and customer-provided shipping information when investigating a delivery inquiry or payment dispute.
Shipping Protection
ONAQ360 may offer optional Shipping Protection during checkout.
Shipping Protection is an optional service and applies only when it was purchased for the applicable order and appears on the customer's order confirmation.
Subject to the applicable Shipping Protection terms, it may provide additional coverage for qualifying shipments that are lost, damaged, or stolen during transit, including qualifying situations involving packages marked as delivered but subsequently reported as missing.
Customers who did not purchase Shipping Protection are not entitled to the additional benefits provided by Shipping Protection.
Shipping Protection does not limit any rights that cannot legally be excluded under applicable consumer protection laws.
Packages Lost in Transit
If tracking does not show successful delivery and the package appears to have been lost while in transit, please contact hello@onaq360.com.
ONAQ360 will review the tracking information and, where appropriate, work with the carrier or fulfillment partner to investigate the shipment.
Any replacement, refund, or other resolution will depend on the circumstances of the shipment, applicable Shipping Protection coverage, and rights available under applicable law.
Damaged Packages
If an order arrives damaged, please contact hello@onaq360.com promptly.
Please provide:
- Your order number
- A description of the issue
- Clear photographs or video showing the package and product
- Any other information reasonably necessary to investigate the claim
Please retain the product and original packaging while the claim is being reviewed.
Depending on the circumstances, ONAQ360 may offer an appropriate replacement, refund, or other resolution in accordance with our applicable policies and applicable law.
Incorrect or Incomplete Addresses
Customers are responsible for ensuring that all shipping information submitted during checkout is accurate and complete.
If a shipment cannot be delivered, is misdelivered, or is returned because the customer provided an incorrect or incomplete address, ONAQ360 may require additional shipping charges before reshipping the order, where permitted by applicable law.
If the carrier confirms delivery to the shipping address provided by the customer during checkout, the shipment will be treated as delivered in accordance with the Delivery Confirmation section of this policy, subject to applicable law.
Returned-to-Sender Packages
If an order is returned to the sender because of an incorrect or incomplete address, failure to collect the shipment, refusal of delivery, or another circumstance attributable to the recipient, please contact ONAQ360 Support.
Depending on the circumstances, additional shipping charges may apply before the order can be reshipped.
Refunds, where applicable, will be handled in accordance with our Refund, Return & Exchange Policy and applicable law.
Customs, Duties & Taxes
International customers are responsible for any customs duties, import taxes, brokerage charges, or other fees imposed by their country unless otherwise stated during checkout.
Customs processing and related delays are outside ONAQ360's reasonable control.
Customers are responsible for complying with applicable import requirements in their destination country.
Delivery Delays
Carrier delays can occasionally occur due to weather, customs processing, transportation disruptions, peak shipping periods, local delivery conditions, or other circumstances outside ONAQ360's reasonable control.
A delay does not necessarily mean that a shipment has been lost.
Customers experiencing an unusual delay are encouraged to contact hello@onaq360.com so we can review the available tracking information.
Delivery and Payment Disputes
If a customer believes an order was not properly delivered or there is another issue with an order, we encourage the customer to contact hello@onaq360.com promptly so that we have an opportunity to investigate and assist.
In connection with a delivery inquiry, payment dispute, chargeback, fraud investigation, or similar matter, ONAQ360 may provide relevant records to payment processors, card issuers, financial institutions, carriers, fraud-prevention providers, or other parties involved in reviewing the matter, as permitted by applicable law.
These records may include, where relevant:
- Order information
- Customer-provided billing and shipping information
- Checkout and transaction information
- Fulfillment records
- Original carrier tracking
- Last-mile carrier tracking
- Delivery confirmation
- Available proof of delivery
- Customer communications
- Other relevant transaction or shipping records
Nothing in this policy limits any rights that cannot legally be waived or excluded under applicable consumer protection laws.
Policy Updates
ONAQ360 may update this Shipping Policy from time to time to reflect changes in our shipping practices, carriers, services, or legal requirements.
The version of the Shipping Policy displayed on our website at the applicable time will identify its Last Updated date.
Contact Us
If you have questions about shipping, tracking, or delivery, please contact:
Email: hello@onaq360.com
Website: ONAQ360.com
ONAQ360 Support Team