Shipping policy

Dear customers, please note that processing times are separate from the shipping times. All orders are processed within 6 to 14 business days (excluding weekends and holidays) after receiving your order confirmation email. You will receive another notification when your order has shipped.  

Shipping time 10-35 days to all destinations.

Unfortunately, the problems and actions of the postal services are not controlled by us, especially during the COVID-19 period. Therefore, I ask you to treat with understanding possible delays in delivery.

International Shipping

Your order may be subject to import duties and taxes (including VAT), which are incurred once a shipment reaches your destination country. MasterOak is not responsible for these charges if they are applied and are your responsibility as the customer.

How do I check the status of my order?

When your order has shipped, you will receive an email notification from us which will include a tracking number you can use to check its status. Please allow 48 hours for the tracking information to become available. 

If you haven’t received your order within 30 days of receiving your shipping confirmation email, please contact us at masteroakua@gmail.com with your name and order number, and we will look into it for you.

Please note that we have the option of tracking the parcel for free or you can use a third-party service like 17track.net

Shipping to P.O. boxes

If for a given situation we are unable to send to P.O. Boxes, we will inform you and ask you for different address.

Refunds, returns, and exchanges

We accept returns up to 14 days after delivery if the item is unused and in its original condition, and we will refund the full order amount minus the shipping costs for the return. 

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on gift cards.

In the event that your order arrives damaged in any way, please email us as soon as possible at masteroakua@gmai.com with your order number and a photo of the item’s condition. We address these on a case-by-case basis but will try our best to work towards a satisfactory solution.

If you have any further questions, please don't hesitate to contact us at masteroakua@gmai.com.