faq - ooly
Will my order arrive in time for the holidays?
Take a look at our Shipping + Returns page for details.
Why isn’t my password working?
We recently moved to a new website and to make sure your info stayed safe we didn’t move your password. If you had an account before 4/18/18 please create a new password for your account (oh, and you can use your old password too!). Just go here.
What is the benefit of having an account?
When you have an account with OOLY, you won’t need to enter in your info every time you want to order. Just enter your email address and password and you’re ready to order. Plus you have the option to be on our mailing list which is full of fun info like special promotions, early preview of new product and alerts to new blog posts.
Is my information safe?
Absolutely. We take your privacy very seriously. You can look at our privacy statement for more details. We go to great lengths to make sure that your private information stays secure.
Why do you need my phone number to create an account?
Basically it’s so we can maintain compliance with the PCI (Payment Card Industry) Data Security Standards; there are industry standards to safeguard your payment info. You won’t ever receive a solicitation phone call from us and we will never give out your phone number to a third party.
I forgot my password.
Changing your password is easy. You can manage your account here.
How much is shipping?
For customers in the Contiguous U.S., OOLY offers free standard shipping on orders totaling $40 or more. You can see our shipping policy here. At this time we do not ship to U.S. Territories.
When will my order ship?
Standard orders go out the door in 1 to 2 business days. We’ll notify you by email when they are shipped; with a tracking number too. We do not ship on weekends or major holidays.
Do you offer expedited shipping?
Yes we do. Please see our shipping policy page.
Do I have to pay taxes?
For everyone outside of California, no tax will be charged. If you’re in California you’ll pay the standard 8.25% tax.
What forms of payment do you take?
OOLY accepts most major credit cards including Visa, Mastercard, Discover and American Express. OOLY also accepts PayPal.
What is your return policy?
You can find our return policy here.
Where did My Wishlist go?
We recently created a new site. OOLY.com now has a “Favorites” instead of a “Wishlist” some of the Wishlist information may not appear, please contact us and we will get it to you.
Can I find OOLY in a store?
Yes. OOLY products are sold in finer gift, art and toy stores. We are working to provide a store locator. Coming soon!
Do you ship during the holidays?
OOLY's warehouse is closed during major holidays.
Do you ship outside the U.S. (International)?
We do not currently ship outside of the U.S. or to U.S. Territories.
How do I get in contact with OOLY?
Here's our contact page. Someone is available 9-4 Monday through Friday (PST) but not on major holidays.
5607 Palmer Way
Carlsbad, CA 92010
Do you test your products for safety?
Yes, we take the safety very seriously. Each product is developed with high quality materials and tested rigorously through independent agencies.
OOLY uses independent and accredited laboratories to test our products for CPSIA, ASTM D-4236, ASTM F963. Through this testing within the guidelines of these regulatory agencies we are able to ensure that not only do our products meet the needs for compliance but exceed them. Please check the packaging of our products or the product description on this website for the suitable age for persons using a specific product.
Since everyone is different we are not able to confirm if any of our products may cause an allergic reaction. If you have questions, we recommend you contact your personal healthcare provider.