Frequently Asked Questions

CUSTOMER CARE

WHEN CAN YOU REACH US?

Customer Care hours of operation are Monday-Friday 9:00 am – 5:00 pm PST, closed Holidays.

HOW CAN YOU REACH US?

For order-related inquiries, please contact us at customercare@ondabeauty.com
For skincare and product related questions, please email hello@ondabeauty.com

BLACK FRIDAY SHIPPING?

Due to a higher volume of orders, please expect delays in fulfillment.

ORDERING

HOW DO I PLACE AN ORDER?

Checking out is easy.

Step 1: Enter your shipping address.

Step 2: Choose the credit card you'd like to use and enter your payment information. Enter a new billing address if it's different from your shipping address. You have the opportunity to add or delete a shipping address with each order.

Step 3: Review your order summary. If you have a promo code or gift card, you may enter it here. Click Submit to complete your purchase

CAN I CANCEL MY ORDER?

We begin processing orders immediately upon receipt, and for this reason we are not able to cancel or change orders once they have been submitted. Please contact customercare@ondabeauty.com with any questions regarding your order.

HOW DO I UPDATE MY SHIPPING ADDRESS?

Please contact customercare@ondabeauty.com and we would be happy to assist

WHAT PAYMENT METHODS DO YOU ACCEPT?

We currently accept Visa, MasterCard, American Express, Diners Club, Apple Pay, Google Pay, AfterPay and Shop Pay. When your credit card is authorized, funds are put on hold until the transaction is complete. All purchases require bank authorization prior to shipping. Only authorized orders will be processed and shipped. Your billing information must be exactly as it appears on your credit card statement. Be sure to correctly spell city names and avoid using abbreviations, unless that's how it appears on your statement.

HOW MUCH DO YOU CHARGE FOR SHIPPING?

We offer free shipping for domestic orders.

HOW DO I ADD A PROMOTIONAL CODE?

You can enter a promo code in the discount code field on the checkout page. Please note, only one promo code is allowed per order, and certain exclusions apply.

HOW LONG WILL MY ORDER TAKE TO PROCESS?

Once your order is placed, you'll receive a confirmation email that includes your order number. Please allow approximately 1-2 business days for fulfillment and an additional 3-7 business days for delivery.
Please note: Expect longer fulfillment times during heavy volume periods such as a product launch or promotional period.

WHAT SHIPPING OPTIONS DO YOU OFFER?

For domestic orders we currently offer Ground Delivery 3-7 business days and Expedited Shipping 1-3 business days.

WHICH CARRIER DO YOU USE FOR DOMESTIC SHIPPING?

Onda currently offers shipping via USPS

WHICH CARRIER DO YOU USE FOR INTERNATIONAL SHIPPING?

Onda currently offers shipping via USPS

DO YOU PRICE MATCH?

We currently do not offer price matching.

MY USPS TRACKING NUMBER HASN'T UPDATED YET, WHY IS IT STUCK IN “LABEL CREATED”?

In certain cases, USPS will not scan in all orders once received. When this happens tracking will update when the order is either “in transit” or “out for delivery”. Please allow a day or two before reaching out about an order that is stuck in “Label Created”.

WHAT IF MY PACKAGE IS MARKED DELIVERED, BUT I DID NOT RECEIVE IT?

If your package is marked delivered and it still has not been received within 4 business days, please reach out to our Customer Care team at customercare@ondabeauty.com and we will discuss next steps from there.

DOES ONDA BEAUTY SHIP TO FREIGHT FORWARDERS?

Onda Beauty does not ship to known frieght forwarders. Any orders placed shipping to a suspected freight forwarder will be cancelled.

IS THERE A LIMIT ON HOW MANY UNITS OF ONE PRODUCT THAT I CAN ORDER?

Any orders of more than 10 units of a single item are automatically cancelled. We also do not allow additional orders of the same product once a customer has hit the max (of 10) each month.

USING A PROMOTIONAL CODE

Discount codes excludes the following brands: Augustinus Bader, Goop, Henry Rose, Kroma Wellness, Liis, Marie Veronique, Priori Skincare and Vintner's Daughter. As well as treatments, gift cards and limited edition boxes. Promotional offers are subject to change and end at the discretion of Onda Beauty, are nontransferable, and not valid on previous purchases, taxes, or shipping & handling charges, unless specifically noted. Offers are valid only on this online store.

DO YOU OFFER RAINCHECKS?

We currently do not offer rainchecks but please make sure to check back for other new and exciting promotions.
Thank you for your understanding.

DO YOU OFFER WHOLESALE SHIPPING?

As we are a retailer we do not currently sell the products in our shop wholesale.

DO YOU CHARGE SALES TAX?

Orders shipping to any state where sales tax is applicable by law will be charged.

SKINCARE AND PRODUCT QUESTIONS

WHAT IF I HAVE A SKINCARE PRODUCT AND/OR SKINCARE CONCERN OR QUESTION?

In order to best assist your skincare needs, we advise you reach out directly to our estheticians via hello@ondabeauty.com.

ACCOUNT SETTINGS

HOW DO I CREATE AN ACCOUNT?

You can create an account here.

I FORGOT MY ACCOUNT PASSWORD. HOW DO I RESET IT?

Please reset your account password here.

HOW CAN I UPDATE MY ACCOUNT INFORMATION?

You can make changes by logging into your account and updating your contact information.

RETURNS

WHAT IS YOUR ONLINE PURCHASE RETURN POLICY?

As true believers in safe skincare, we are familiar with the nature of testing many routines. We understand that not every product will address your skin’s needs, and that reactions or irritations may occur. It is always our goal to help you find what’s best suited to you and your skin. We encourage you to reach out with any skincare/product questions or concerns to hello@ondabeauty.com and we will be in touch within 48 hours.
For all online returns, you must contact our customer care team within 30 days from the date the original package was received. Original form of payment will be credited. We are unable to make any exceptions. To initiate an online return, please email: customercare@ondabeauty.com and put the order number in the subject line. For online orders returned to Onda marked as "refused", "unclaimed" or "undeliverable", the customer will bear the cost of having the order reshipped.

WHAT IS YOUR IN-STORE RETURN POLICY

Onda will welcome in-store returns within 30 days of purchase. Not valid for purchases made online at ondabeauty.com. We invite our customers to work with the sales team to create an individualized self-care routine. Unused products will receive a full refund. Products that are gently used will result in the customer receiving a store credit. If you have questions about an in-store return, please contact the store directly for assistance.

WHAT IF MY PACKAGE ARRIVES DAMAGED?

FRAGILE SKIN(CARE)
As we deliver using a third party carrier, we unfortunately cannot guarantee fragile items will be handled with perfect care. If you receive an item that is broken or severely damaged, please let us know within 48 hours and send us images of the package, along with a detailed description of its content to customercare@ondabeauty.com Refunds, accommodations, or store credit will be considered on a case by case basis. Please do not discard the packaging and have patience as processing claims may take up to 7-10 business days.

MISCELLANEOUS

ARE YOUR PRODUCTS SAFE FOR PREGNANCY?

All of our products are formulated to the highest standards of safety and are thoroughly tested. That being said, we always recommend checking with your doctor first before using any skincare product during pregnancy or nursing.

CAN I SUBMIT BRAND SUBMISSIONS?

We love discovering new clean brands and products! We also care deeply for our environment and want to save on resources. Please send samples only when you have received a written request from us. If you are interested in pursuing a partnership with Onda, please send us an email at brandsubmissions@ondabeauty.com.

DO YOU TEST ON ANIMALS?

Onda is proud that all brands carried in store and online not only are tested to exceed the highest standards of safety and sustainability, and we are also completely cruelty-free. We would never carry brands that test ingredients or finished products on animals.

WHERE CAN I SEND PR AND COLLABORATION REQUESTS?

For PR or collaborations please email customercare@ondabeauty.com

CAREER OPPORTUNITIES

Please find career opportunities here.

OUR MISSION STATEMENT

Our mission statement can be found here.

HOW DO I OPT OUT OF RECEIVING EMAILS?

You can unsubscribe by navigating to the bottom of the latest email you received and clicking Unsubscribe. Lastly, you can also email customercare@ondabeauty.com and we will be happy to assist.

DO YOU OFFER GIFT-WRAPPING?

We offer a variety of gift sets and beauty boxes available for purchase onsite, but we do not offer a gift wrap service at this time. Please note that we do not include pricing on packing slips, so orders from Onda Beauty are all set for gift giving.