FAQ

1. Shipping Policy

Shipping Information

At ONDAON, we carefully prepare each order and ship directly from Korea to bring authentic Korean comfort to your home.

Shipping from Korea

All ONDAON orders are carefully packed and shipped directly from Korea to the United States.

Order Processing

Orders are typically processed and shipped within 1–3 business days after payment is confirmed.

Orders placed on weekends or holidays will be processed on the next business day.

Delivery Time

Estimated delivery time to the U.S. is approximately 5–10 business days after shipment.

Please note that delivery times are estimates and may vary depending on the destination, customs clearance, carrier conditions, holidays, weather, or other circumstances beyond our control.

Shipping Cost

Shipping costs are calculated at checkout based on the destination, package size, weight, and shipping method.

Free shipping promotions may be offered from time to time on selected products or orders.

Order Tracking

Once your order has been shipped, you will receive a shipping confirmation email containing your tracking information.

You can use the tracking number to check the status of your shipment.

Customs & Import Duties

International orders may be subject to customs duties, import taxes, or other fees imposed by the destination country.

Unless otherwise stated at checkout, any applicable customs duties or import charges are the responsibility of the customer.

Delivery Delays

Although we do our best to deliver your order within the estimated timeframe, delays may occasionally occur due to customs clearance, carrier issues, severe weather, holidays, or other unforeseen circumstances.

ONDAON is not responsible for delays caused by circumstances beyond our control.

Incorrect Shipping Address

Please carefully check your shipping address before completing your order.

If you need to change your address after placing an order, please contact us as soon as possible. Once an order has shipped, we may not be able to change the delivery address.

2. Returns & Exchanges

Returns & Exchanges

We want you to feel completely comfortable with your ONDAON purchase.

If you are not satisfied with your purchase, please contact us within 30 days of delivery to request a return.

Return Eligibility

To be eligible for a return, the item must:

  • Be unused and in its original condition

  • Be unwashed and free from stains, odors, or damage

  • Include the original packaging and tags, if applicable

  • Be returned within 30 days of delivery

For hygiene and safety reasons, used, washed, or damaged bedding products are not eligible for return.

How to Request a Return

Please contact our customer service team with:

  • Your order number

  • The item(s) you would like to return

  • The reason for the return

  • Photos, if the item is damaged or defective

We will review your request and provide return instructions if your return is approved.

Return Shipping

Unless the product is defective, damaged, or incorrect, return shipping costs are the responsibility of the customer.

If you received a defective, damaged, or incorrect item, please contact us before returning it. We will work with you to resolve the issue.

Refunds

Once your returned item has been received and inspected, we will process your refund.

Approved refunds will be issued to the original payment method.

Please allow several business days for the refund to appear on your account, depending on your payment provider.

Exchanges

If you would like to exchange an item for a different color or size, please contact us.

Depending on availability, we may recommend returning the original item and placing a new order.

3. Duties & Taxes

Duties & Taxes

ONDAON ships products directly from Korea to customers in the United States.

International shipments may be subject to customs duties, import taxes, brokerage fees, or other charges depending on the destination and applicable regulations.

United States Orders

Any applicable duties, taxes, or customs-related charges are determined by U.S. customs authorities and may vary depending on the product, value, country of origin, and current regulations.

Unless otherwise stated at checkout, these charges are not included in the product price or shipping feeand are the responsibility of the customer.

Customs Clearance

Customs clearance may occasionally cause delays in delivery.

ONDAON cannot control the customs process or guarantee the amount or timing of any customs-related charges.

If additional information or documentation is requested by customs or the carrier, customers may need to provide the required information directly.

Important Note

Customs policies and import regulations may change over time.

Customers are responsible for understanding any applicable import requirements, duties, and taxes before placing an international order.

4. Delivery FAQ

Shipping & Delivery FAQ

Where do you ship from?

All ONDAON orders are shipped directly from Korea.

How long does delivery take?

Orders are generally processed within 1–3 business days, followed by an estimated delivery time of 5–10 business days to the United States.

Will I receive a tracking number?

Yes. Once your order ships, we will send you a shipping confirmation email with tracking information.

Can I change my shipping address?

If your order has not yet shipped, contact us as soon as possible and we will do our best to update your address.

Once the order has shipped, we may not be able to make changes.

What happens if my package is delayed?

Delivery times are estimates and may be affected by customs, weather, carrier delays, holidays, or other unforeseen circumstances.

If your tracking information has not changed for an extended period, please contact us and we will help investigate the shipment.

What if my package arrives damaged?

Please contact us as soon as possible and provide your order number and photos of the damaged package and product.

We will review the situation and work with you to find an appropriate solution.

What if I receive the wrong item?

Please contact us before using or washing the product.

Provide your order number and a photo of the item you received, and we will assist you with the next steps.

Do I have to pay customs or import duties?

Potentially. International orders may be subject to customs duties, taxes, or other import-related charges.

Unless otherwise stated at checkout, these charges are the responsibility of the customer.

Can I return bedding after opening the package?

For hygiene reasons, opened, used, or washed bedding products are eligible for return.

Please contact us if you have any concerns about your order before using or washing the product.