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FAQ - The Oven

Here is where we answer all of our most commonly asked questions!

Where are you based? 
We are based in New Jersey, USA. 

Do you take Paypal? There is a Paypal trust badge...
No we do not take Paypal, unfortunately due to the nature of our business. The trust badges are to indicate that we are McAfee secure and that we use VeriSign. We are also PCI compliant and we never see the credit card information of our customers. All credit card information is stored with our credit card processor, Sage Payments. 

My product hasn't arrived yet.
We do ship most of our products from our location, but some of our products are shipped with manufactures that we have partnered with. Depending on where your order is coming from, it could vary in arrival time (4 weeks at the most in rare cases). If we are handling your order, it should arrive in 3-7 days, we use USPS Mail services. Most of our pipes and bubblers are in-house, so they should arrive within a week at most. All other items are handled by our partners, so we ask you for your patience. Please email us for tracking questions and any questions in regards to shipping.

Do you ship to international countries?
No. For now we only ship to the USA.

Is the packaging discreet? 
Yes. All packages do not have any of our branding on the outside.

Can I return an item?
Yes, please check out our returns policy here. Please do not send returns to our address without our approval first, we will not accept them. All contact information can also be found on the returns policy page. 

My item arrived shattered...
No worries! We will send you a new one or issue you a refund. Please send us a photo of the product within 7 days of receiving it to confirm and then we'll handle everything from there.

I ordered more than one item... Where's the rest of my order?
Some of our products come ship from different manufactures that we partner with. If this is the case, we will send a tracking number corresponding to each product, because if item will arrive individually. If you have not received all of your items in a month's time, please contact us.

Tracking?
You should get a tracking number after your order has shipped. If you do not receive one and want one please email us. 

How long will it take until my item is shipped?
Processing takes 2-3 business days, so as soon as your payment is processed your item will be shipped accordingly. 

Any other inquires or questions?
Please email us at contact@theovencompany.com.