Buyer Protection Program

 

We want every customer to shop with confidence. That’s why we created the OnShelf Buyer Protection Program — a simple and reliable way to ensure your order is protected if something unexpected happens during delivery.

OnShelf is an international marketplace featuring 300+ studios and manufacturer around the world. Because items are often produced and shipped directly from the studio, we understand that shipping and delivery timelines can sometimes raise concerns. To ensure a safe experience, all partner studios go through a strict verification process and are required to follow our Buyer Protection Program.

 

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Guaranteed Delivery or Refund

If your package is not delivered within 10 weeks, you may request a refund under our Buyer Protection Program.

The 10-week period is calculated from the official shipping date provided by the carrier and is reviewed based on carrier tracking records.

 

If a Refund Is Issued

If a refund is issued due to non-delivery and the package later arrives unexpectedly, no return is required.

 

Peace of Mind

While we carefully verify all partner studios, this program exists to protect customers in rare situations such as shipping delays, lost shipments, or delivery issues during international transit.

Buyer Protection claims are reviewed based on official carrier records, including shipment tracking, shipping dates, and delivery confirmation, to ensure fairness for both buyers and studios.

 

 

*All partner studios are required to follow the OnShelf Buyer Protection Program as part of joining the marketplace.

 

 

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Shipping or Delivery Issues?

If you're experiencing any issues with your order, please Contact Us.
We’re always here to help.