Shipping policy

At OZONE, our goal is 100% customer satisfaction—from the moment you place your order to the day it arrives.

We take pride in delivering high-quality apparel built for performance, fit, and durability, and we back that with responsive, reliable customer service. If you ever have an issue with your order, we want to hear from you.

The only customer we can’t fully take care of is the one we don’t hear from.

For any concerns, please contact us at:
customerserviceweb@ozoneleos.com
Subject Line: Order Support

Order Processing & Production

All orders are processed Monday–Friday (excluding holidays).

Because many of our products are made-to-order, processing and production times are combined into one timeline:

  • Made-to-order items: May take up to 5–7 business days to be produced and prepared for shipment
  • In-stock (non-custom) items: Typically ship within 1–3 business days
  • Orders placed after business hours or on weekends will begin processing the next business day
  • During high-volume periods (product launches, promotions, holidays), processing times may be extended

Please note:

  • Orders containing made-to-order, custom, or preorder items will ship once all items are ready
  • We do not split shipments unless requested by the customer, and additional shipping charges will apply

Once your order has completed production and processing, it will be shipped using your selected shipping method.

Shipping Methods & Delivery Times

We offer multiple shipping options at checkout, including standard and expedited services.

  • Delivery timelines are shown at checkout
  • Delivery times begin once your order has shipped—not when it is placed
  • All delivery timeframes are estimates and not guaranteed
  • FREE domestic ground shipping on orders $99 or more

Expedited Shipping

UPS Next Day Air, 2nd Day Air, and 3 Day Select orders are not guaranteed to ship the same day if placed after 2:00 PM EST.

Orders placed after this cutoff time will be processed and shipped on the next business day.

Delivery timeframes are provided by the carrier and are not guaranteed. Delays caused by the carrier, weather, or other factors are outside of our control.

International Shipping

We ship internationally to select countries.

Customers are responsible for any VAT, tariffs, duties, taxes, handling fees, customs clearance charges, or other import-related costs required by their country.

These charges are not collected at checkout, and we are unable to provide estimates as they vary by location.

International shipments may experience longer transit times due to customs processing.

If duties and taxes are refused by the customer, the shipment may be returned or abandoned. In such cases, original shipping charges will not be refunded.

Order Tracking

Once your order has shipped, you will receive a confirmation email with tracking information.

Please allow 24–48 hours for tracking updates to appear after shipment.

Shipping Issues & Delays

Once your order has been shipped, it is in the hands of the carrier.

OZONE is not responsible for:

  • Carrier delays
  • Lost or stolen packages marked as delivered
  • Delivery delays due to weather, customs, or other external factors
  • Incorrect shipping addresses provided at checkout

If you experience a delivery issue, we recommend contacting the carrier directly first. If you still need assistance, our team is happy to help.

Incorrect Shipping Address

Please ensure your shipping address is correct at checkout.

If an incorrect address is provided:

  • We cannot guarantee changes once the order has been processed
  • Additional shipping fees may apply for re-delivery or rerouting

Need Help?

We’re here to help and make things right.

If you have any questions about your order, shipping, or delivery:

📧 customerserviceweb@ozoneleos.com
Subject Line: Order Support