FAQs
Original Effective Date: October 7, 2025
What is Ochisen?
Ochisen is an online store offering products for everyday life. Our website, https://www.ochisen.com, is operated by Shenzhen Zhongrenhe Industrial Co., Ltd. , a company registered in China serving customers in the United States.
How can I contact you?
Email Serve@ochisen.com. Customer service is available Monday–Sunday, 8:00 AM–5:00 PM U.S. Eastern Time, observing daylight saving time when applicable. You may email at any time; messages received outside these hours will be reviewed during our next service hours.
Where do you ship?
We serve the United States. Address eligibility and available delivery options are shown at checkout. If checkout does not offer shipping to your address, contact us before ordering.
How long will my order take?
Our standard estimates are 2–3 calendar days for processing and 10–12 calendar days in transit after dispatch, for a total of 12–15 calendar days after order confirmation and successful payment. Product-specific exceptions will be disclosed before purchase. Estimates are not guaranteed delivery appointments; see our Shipping Policy for delays and remedies.
Is shipping free?
Standard shipping is free on eligible U.S. orders with a merchandise subtotal over US$49.99 after discounts and before taxes and shipping. Any shipping fee for other orders is shown before you complete payment.
Which payment methods do you accept?
We accept PayPal and credit cards offered at checkout. The available methods, final currency, taxes and total payable amount are displayed before you submit your order.
Can I change or cancel my order?
Email us immediately with your order number. We will try to stop or update an order before dispatch. Changes cannot be guaranteed once fulfillment is underway. If the order has shipped, our Return & Refund Policy applies. Your rights concerning delayed shipment, faulty goods or unauthorized charges remain unaffected.
What if my order is late, missing, damaged or incorrect?
Contact Serve@ochisen.com with your order number and available details. Photographs of damage or an incorrect item can help, but we will consider other reasonable evidence. We will investigate and arrange an appropriate solution. You do not pay return shipping for an item that arrived damaged, defective or incorrect due to our error.
What is the return window?
For change-of-mind returns, contact us for return instructions and hand the eligible item to the return carrier within 30 calendar days after purchase. Items must be unused, undamaged by you and in their original condition, with original packaging, accessories and proof of purchase. Different rules apply to faulty, damaged or incorrect goods and rights required by law.
Where should I send a return?
Email us first. Our company address is not a return address. We will provide the appropriate return address and instructions; please do not send a parcel to the company address or the address on the shipping label without confirmation.
Who pays return shipping?
For a change-of-mind return, you pay the actual return shipping cost. If we provide an agreed prepaid label, its disclosed cost may be deducted from your refund. We do not charge you twice. For our error, we provide a prepaid method or reimburse agreed reasonable return shipping.
Are any products excluded?
Change-of-mind exclusions apply to perishable goods, intimate or hygiene-sensitive goods after their protective seal is opened, gift cards, personalized/custom-made goods, and delivered or accessed digital products, where lawful and disclosed before purchase. These exclusions do not remove remedies for defective, incorrect or misdescribed goods.
When will I receive my refund?
We inspect returned goods and initiate any refund due within 7 business days after receipt, unless applicable law requires sooner. We email the outcome. Your payment provider controls posting time; a credit-card refund may appear within 1–2 billing cycles. Refunds go to the original payment method unless another lawful method is agreed.