OUR MOVE TO USA · SHOP POLICIES
Thanks for supporting our family’s next chapter. Here’s what to expect when you order merchandise from Our Move to USA, and how to reach us if something needs attention.
Last updated: November 5, 2026. These policies apply to physical merchandise purchased through our shop.
Shipping & delivery · Order changes · Returns & refunds · Missing packages · Get help
Shipping & delivery
Made for your order. Our merchandise is made to order. Production usually takes 2–5 business days, followed by shipping. Business days exclude weekends and holidays. Some products or busy periods can take longer, so please allow time for both steps.
Your checkout estimate matters. Available shipping methods, delivery estimates and shipping charges depend on your items and delivery address. Review the options and total at checkout before paying. Delivery dates are estimates, not guaranteed arrival dates. If you need something for a particular event, ask us before ordering.
Where we deliver. Availability is determined at checkout for your destination and selected products. We don’t promise delivery to every country or address. If no shipping option appears, contact us before placing an order.
Tracking and separate parcels. We’ll send shipping information to the email used at checkout when your order ships. Tracking can take time to show its first scan. Items in the same order may arrive in separate packages, with different tracking details or arrival dates. Check each shipment before reporting an item missing.
International orders. Orders may be produced and shipped from different locations, including outside your country. Customs duties, import taxes or carrier handling fees may apply and may be collected separately from checkout charges. Unless checkout explicitly states they are included, these import charges are the recipient’s responsibility. Customs processing can also delay delivery.
Order changes & cancellations
Double-check your size, colour, phone model, email and full shipping address before paying. Include the correct unit number and postal or ZIP code. Clothing fit varies by product: use the available size guide and compare measurements with something you own.
If you notice a mistake or want to cancel, email info@ourmovetousa.com immediately with your order number and requested change. We’ll check whether it is still possible. Once production or shipping has started, changes and cancellations may no longer be possible. Sending a request does not confirm a cancellation. Any cancellation rights required by applicable law still apply.
Returns, exchanges & refunds
Changed your mind or selected the wrong option? Because merchandise is made to order, we do not offer voluntary returns or exchanges for a change of mind, an unwanted gift, or a size, colour or device model you selected incorrectly. This does not limit any cancellation, return, warranty or refund right required by applicable consumer law.
Damaged, defective, misprinted or incorrect items. If something arrives with a manufacturing or printing fault, shipping damage, or differs from the item you ordered, contact us promptly and within 30 days of receipt under our order-issue policy. A fulfilment error—such as receiving a different size than your order—is treated differently from selecting the wrong size yourself.
Email your order number, a short description and clear photos showing the issue. Include a photo of the entire item and the affected area; for an incorrect item or size, include the label and packaging where available. Please keep the item and packaging while we review your request. Don’t send payment details or unrelated personal documents.
For a confirmed covered issue, we’ll arrange a replacement at no additional cost or a refund, as appropriate to the issue and your legal rights. Please contact us before posting anything back. Photos are normally sufficient for quality claims; if a return is needed, we’ll provide instructions and explain any applicable shipping arrangements. Don’t use the address on a parcel as a return address without checking with us first.
Refunds. Approved refunds are issued to the original payment method. We’ll confirm the amount and processing when your request is resolved. Your bank or payment provider may take additional time to display the credit. Contact us if a confirmed refund has not appeared. Sale merchandise has the same protection for covered faults as full-price merchandise.
Use and care. Our voluntary order-issue policy does not cover normal wear, accidental damage after delivery or damage caused by care that conflicts with the product instructions. Applicable warranty and consumer rights remain unaffected.
Late, missing or undeliverable packages
If the estimated arrival date has passed, check your tracking, shipping address and any carrier or customs notices. Contact us if the shipment remains overdue; please don’t wait until the claim deadline. Under our lost-package policy, report a package that never arrives within 30 days of its estimated delivery date so we can investigate and arrange an appropriate resolution.
If tracking says “delivered” but you cannot find the parcel, check with household members, your building’s reception and the carrier, then contact us promptly. We’ll review the tracking and delivery details with you. A delivery scan alone does not replace an investigation or remove rights you have under applicable law.
An incorrect or incomplete address, an uncollected parcel, refused delivery or unpaid import charges can cause a package to be returned. Contact us as soon as you receive a notice. Additional shipping charges may apply to an agreed reshipment where the issue was not our error. We’ll explain any charge before arranging it; no extra payment will be taken without your agreement. Returned items cannot be held indefinitely, so please respond promptly to our instructions.
Your consumer rights
These are our standard merchandise policies. They do not exclude or reduce mandatory consumer protections, including rights relating to faulty goods, late or non-delivery, or cancellation and withdrawal where local law provides them. Any longer legal claim period takes priority over the 30-day reporting windows above. Being made to order does not, by itself, remove a legal right to cancel a standard, non-personalised item. Contact us to exercise a right that applies to your order.
The free Canada-to-USA Starter Guide is a free digital resource and does not require a merchandise purchase. These shipping and merchandise-return terms do not apply to that download. Any future paid digital products will have their own clearly stated purchase terms.
A real question? Reach us here.
Email info@ourmovetousa.com or use our contact page. Include your order number and the email used at checkout so we can find the right order. Questions about fit or delivery before you buy are welcome too.