Shipping & Returns Policy

Please review our response to COVID-19 and service delays:

We are open and are shipping products. We are taking precautions to ensure the health and safety of our employees and workspace. We apologize if your order takes longer to ship than usual and are shipping out as soon as we can.

Thank you for your patience and understanding.

Please note, due to a high volume of orders, we are experiencing a delay in shipping out orders in two business days. All orders will be processed in the order that they are received (Monday – Friday) excluding holidays. Please know factors including the amount of current orders, stock availability, and other order exceptions may alter this time.

When your order ships and is received by the mail carrier, an automatic email will be sent. Please allow some time for the mail carrier to update the tracking details. Please check spam folders as well as sometimes messages appear there.

Your order is very important to us. We make every effort to ensure your products are picked, packed, and shipped with care and on time. While items are in possession with a mail carrier, service delays and other unforeseen issues may occur which are out of our control. Please reach out to the mail carrier if you have questions regarding updates with delivery while in transit. The mail carrier is responsible for a successful delivery.

FAQ

I cant find my order number.

  • Order numbers are included in your confirmation and tracking emails, packing slips, and on your shipping label. Formats include ORS#, SO#, PO#. 
  • If you have an order number in the format of 79#### or similar, please know this is an order purchased via one of our partner sites. We are unable to view any purchaser details or make order adjustments as orders are processed externally. Please reference the site you purchased from. 

My items have not arrived, but tracking say delivered or similar. 

  • Mistakes can happen and we apologize on behalf of the carrier. Please check around with neighbors, apartment offices, and mailrooms, etc. If this package cannot be located. Please reach out to the mail carrier and keep us updated. After verifying with the mail carrier, orders that show delivered and is indeed lost or stolen will be issued a store credit only. Please provide us copy of claim details such as a reference number and email confirmation. (packages that arrive damaged/missing contents from transit also applies to this policy).  
  • It is the customers responsibility to contact the mail carrier on the process of filing a claim.
  • Oliver and Rain is not held responsible for delays in shipping and issues of the carrier.

My order is showing an ETA of a certain date or status, where is my order?

  • We understand that you are awaiting the delivery of your cute items. Depending on the service used, transit times will vary, and the date shown are for estimation purposes and not guaranteed delivery timeframe. Please review your tracking for the most detailed updates. If mail carrier does not scan package properly, transit details may be delayed. Please know we are unable to see more than what is provided from the mail carrier’s tracking regarding status updates. Orders are deemed lost 30 business days after shipment and will be issued a store credit only
  • Please note: Both FEDEX and USPS have stated that there are delays due to the pandemic. Weather and other unforeseen occurrences may cause a delay which are out of our control.
  • Oliver and Rain is not held responsible for delays in shipping and issues of the carrier.

I need to update the shipping on my order. Help!

  • No worries, please contact customer service. If the order has not shipped from our location, in most cases we are able to update for you. Please know that if an order is processed past a certain point or shipped, we are unable to make address changes. You may contact the mail carrier and have the package re-directed to your new address. 
  • While we attempt to attend to every customer’s requests, please know that orders might process before changes can be made. We suggest that customer verify all information before submitting their order.

I need to update the billing on my order. How do I do this?

  • Apologies for the inconvenience. We are unable to edit billing once order is submitted. Please know when placing orders always ensure the ship to and bill to are verified before hitting submit payment or details will default to only entered address given or the purchaser's last saved address.

If you paid with PayPal, Amazon Pay, Shop Pay or another 3rd party, please ensure that the ship to and billing information are correct before continuing with payment as we are unable edit information on their site. If you have difficulty with information transferring properly, please reach out to that service directly.  

  • PayPal E-Check payment typically takes 3-5 business days to capture payment. If payment is not successfully captured and verified, please know the order will be canceled. We suggest using direct payments to avoid delay. 

I want to ship internationally. Do you offer this?

  • At this current time we do not offer international shipping. We apologize for any inconvenience.

I placed my order and I would like it to arrive sooner? Can you please expedite?

  • At this current time we do not offer expedited service. For more information please view our Shipping in the US details.

I would like to cancel my order. Can you help?

  • Please contact customer service for assistance. Be sure to provide your order number, email, phone number, and any possible alternatively used contact information.
  • If an order has shipped, please understand that we are unable to cancel. If items are unneeded after delivery, please follow the appropriate return process. We apologize for the inconvenience and appreciate your understanding.

I have not received a tracking notification. Can you please send?

  • Tracking notifications are sent after items are shipped. Please allow processing time for your order. In most cases, tracking notifications are undeliverable due to incorrect email spelling or messages arriving in spam folders. Please contact customer service if you do receive a tracking number after 14 business days (M-F) of placing your order.

I have not received order confirmation. Can you please send? 

  • Order confirmations are automatically sent to the email on file when placing the order. Please ensure that you double check the spelling before hitting submit. Additionally, please remember to check your spam/junk folder as automatic messages sometimes appear there. You may add our contact information to your address book within your email account to help prevent messages from going to spam/junk. 
  • Messages can contain brand name, order number, and our parent company name, Kanopy Brands or a combination of all. 

I would like to add a different code to my order. OR I forgot to add a discount code to my order, can you adjust?

  • Please know if an is order already placed and payment is submitted, our system is unable to apply or adjust discounts. Codes must be applied before submitting payment. We apologize for any inconvenience. If you have further questions, please reach out to customer service.
  • One discount code/coupon per transaction. Please ensure that the code is entered in the correct field. A message will appear letting you know if the code is successfully applied. Codes are not automatically applied.

Additional Code Usage Information: 

  • Codes can't be applied to shipping costs or taxes. Amount is applied to items only.
  • Certain items can't be combined with codes for discounts, including gift bundles or gift cards. Please see your specific code terms for information.
  • Code amount is used in its entirety when placing order.  

 

Shipping In The U.S.

We strive to ship all orders as soon as possible, regardless of the form of shipment from our warehouse in Georgia. Orders placed on weekends and a holiday will begin processing the next business day. We inform you that during special events and holiday times we can take up to 5 business days to process your order. Factors including the amount of current orders, stock availability, and other order exceptions may alter this time. Orders shipping ‘ground’ to the East Coast will normally arrive in 3-5 business days. Orders shipping to the West Coast will normally arrive in 7-10 business days.

Orders that require normal ground shipping will be shipped utilizing either USPS 1st Class (less than 1 lb.), USPS Priority Mail (up to 4 lbs.), or FedEx/UPS Ground (over 4 lbs.) Shipping method is determined by the warehouse. 

Note: We offer free ground shipping on all consumer orders over $100 shipping to the continental United States. Orders placed with the use of a coupon/discount that decrease the total amount below the $100 minimum do not qualify for free shipping. Order totals MUST be $100 with the coupon/discount to qualify.

One discount code/coupon per transaction.

We ship to residential and business addresses only.

Once orders are placed and payment is submitted, no changes to can be made for the following: Shipping speed, change in quantity of items, swapping of different sizes or styles, addition of new items etc.

Customers shipping to Hawaii, Alaska, Puerto Rico and, APO-FPO's may have longer delivery times due to limited availability of transportation and distance for transit.

Returns

We hope you love everything you order, but in case you don’t, you may return any product purchased on oliverandrain.com within 30 days from the date of purchase for a full refund. After 30 days, a store credit only can be issued. Please know after 90 days we can no longer accept products and process a compensation method, either a refund or store credit.

The returns must be in original packaging, unused (unworn, unwashed, un-altered) with tags attached. Original shipping charges are non-refundable. Along with the returned item(s), include your name, email address and order number or better yet the packing slip.

If you purchase or receive a gift bundle, note that we cannot accept individual items from the bundle for return, refund, or store credit. Bundles can only be returned with all original items included.

We do not accept returns for items not purchased on oliverandrain.com. If you purchased an Oliver and Rain item from anywhere other than oliverandrain.com, please reference the return policy of the company you purchased it from.

Please send all returns to the following address:

Oliver & Rain/Kanopy Brands
Attn: Customer Service/Return Dept
495 Horizon Drive
Suite 200
Suwanee, GA 30024

**Please include your order number in a reference field on the shipping label.** Failure to include order number on label and within package may result in processing delays.

Customers are responsible for return shipping charges. We suggest, for your protection, that insurance be taken when shipping items back to us.

Returns are processed end of week. Funds are posted within 30 business days after items are received and reviewed. We reserve the right for review of all items for original condition criteria. Items found that do not meet criteria will be resolved properly according to policy.  Refunds are issued to your original method of payment.

Gift Return

Items received as gifts and purchased on the Oliver & Rain website may be returned for a store credit for the value paid by the purchaser. Merchandise must be in original condition including tags attached. We will NOT inform the purchaser of your return.

Please be sure you (the gift recipient)  include your name, email address, phone number, reason for return, description of items being returned, and if possible, the person’s name who gave the gift and indicate on packing slip or additional note for gift return. 

If you received a gift bundle, note that we cannot accept individual items from the bundle for return, refund, or store credit. Bundles can only be returned with all original items included.

Customers are responsible for return shipping costs. We suggest, for your protection, that insurance be taken when shipping items back to us.

Please send all returns to the following address:

Oliver & Rain/Kanopy Brands
Attn: Gift Return Dept
495 Horizon Drive
Suite 200
Suwanee, GA 30024

**Please include your order number in a reference field on the shipping label.** Failure to include order number on label and within package may result in processing delays.

Damages

Damages or defects must be reported within 30 days of delivery for a full refund back to your original payment method. After 30 days and up to 90 days from delivery, we will accept defective items for store credit only. Please know after 90 days we can no longer accept products and process a compensation method, either a refund or store credit. When reporting a defective item, please include pictures and description of the issue. 

Packages that arrive damaged or are missing contents must be reported to the mail carrier for claim and compensation. We are not held responsible for damages/missing contents and issues from mail carriers. 

Exchanges

To serve you most efficiently, we do not offer merchandise exchanges. To ensure you get the product you need, simply place a new order. After we receive and review your original order, we’ll refund your original method of payment.

Return to Sender

Orders that are returned to sender will be refunded to the original payment method. 

Contact Us
If you have any questions about these Terms, please contact us.
oliverandrain.com
6767 Peachtree Industrial Blvd., Suite C
Peachtree Corners, GA 30092
United States
customerservice@kanopybaby.com
404-596-5396

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