Shipping Policy
Last updated: 21 July 2026
Free shipping on every order
Shipping is free on all orders, with no minimum spend. The price you see at checkout is the price you pay — we don't add a shipping charge at the last step.
Where we ship
We currently ship to all 50 US states, including Alaska and Hawaii. We do not currently ship to PO boxes for larger items such as mattress toppers, because our carriers require a street address for those parcels.
If you are outside the United States, email support@ounora.com before ordering and we will confirm whether we can deliver to your address.
How long it takes
| Stage | Timeframe |
|---|---|
| Order processing | 1–2 business days |
| Delivery in transit | 7–12 business days |
| Total estimated time | 8–14 business days |
Business days are Monday to Friday and exclude US public holidays. Orders placed on a weekend or holiday begin processing the next business day.
These are genuine estimates based on our carriers' typical performance, not best-case figures. Severe weather, carrier backlogs and peak periods such as late November and December can add a few days. If your order is running late, contact us and we will chase the carrier on your behalf.
Tracking your order
You'll receive a confirmation email as soon as you order, and a second email with a tracking number once your parcel is dispatched. You can check the status any time on our Track Your Order page.
Tracking information can take 24–48 hours to begin updating after you receive the number — this is normal and does not mean anything is wrong.
Split deliveries
If you order several items, they may arrive in more than one parcel and on different days. You are never charged extra for this. Each parcel gets its own tracking number.
Wrong address
Please double-check your delivery address at checkout. If you spot a mistake, email support@ounora.com immediately — we can usually correct it before dispatch. Once a parcel has shipped we cannot reroute it, and a parcel returned to us because of an incorrect address will be re-sent at your cost or refunded minus the return carriage.
Lost or damaged in transit
If tracking shows your parcel as delivered but you cannot find it, check with neighbours and your building's mail room first, then contact us. If a parcel is genuinely lost or arrives damaged, we replace it or refund you in full at no cost to you. Report damage within 7 days of delivery.
Taxes and duties
All prices are shown in US dollars (USD). Any applicable US sales tax is calculated and shown at checkout before you pay. There are no import duties on domestic US orders.
Contact us about a delivery
- Company: Mercanty LLC (trading as Ounora)
- Address: 1207 Delaware Ave #509, Wilmington, DE 19806, United States
- Email: support@ounora.com
- Phone: +1 (302) 578-4529
- Support hours: Monday to Friday, 9:00 AM – 5:00 PM EST
- Response time: within 24 hours on business days