Shipping policy
Shipping Policy
Effective Date: December 9, 2025
This Shipping Policy explains how orders placed on ovenandember.com are processed, shipped, and delivered by GDM Group ECOM USA, operating as Oven and Ember.
1. Shipping Overview
Service: Standard Shipping
Cost: Free on most orders
Delivery Time: Typically 3 to 9 business days total
Destinations: United States and Canada
Coverage: All products unless otherwise stated on the product page
Delivery timelines include order handling plus carrier transit time.
2. Shipping Destinations
We currently ship to addresses in:
• United States
• Canada
We do not ship to:
• P.O. boxes that cannot receive carrier deliveries
• Freight forwarders or reshipping services
Some remote or rural locations may require additional transit time or carrier surcharges. If this applies, we will contact you before shipping.
3. Shipping Costs
Standard shipping is free on eligible orders within the continental United States and most Canadian provinces.
If a product, oversized shipment, or remote postal code requires additional shipping charges, these will be shown at checkout or confirmed with you before shipment.
Applicable taxes and duties are calculated at checkout where required by law.
4. Order Processing and Delivery Time
Orders are typically processed within 1 to 2 business days.
Total delivery time is generally 3 to 9 business days from the date the order is placed.
Business days are Monday through Friday, excluding holidays.
If a product requires extended handling or lead time, this will be noted on the product page. Product specific timelines override the general estimates above.
5. Carriers and Shipping Methods
Orders ship using established carriers such as:
• UPS
• FedEx
• USPS (United States)
• Canada Post (Canada)
• LTL freight carriers for large or heavy items
Carrier selection depends on product size, weight, and delivery location.
6. Tracking and Insurance
All shipments include tracking.
You will receive a tracking email once your order ships.
Shipments are insured against loss or damage in transit. Contact us if you believe your shipment has been lost or damaged.
7. Delivery Responsibilities
You are responsible for ensuring someone is available to receive large or freight deliveries when required.
For freight deliveries:
• Inspect the package before signing
• Note any visible damage on the delivery receipt
• Take photos of damaged packaging and products
Failure to note damage at delivery may limit our ability to file a claim with the carrier.
8. Delivery Issues
Delayed or Lost Packages
If your order has not arrived within 9 business days, contact us at info@ovenandember.com with your order number so we can investigate.
Marked Delivered but Not Received
If tracking shows delivered but you did not receive the package:
• Verify the shipping address
• Check with neighbors or building management
• Contact us so we can open a carrier trace
Damaged Shipments
If your item arrives damaged:
• Photograph the box and product
• Email us within 48 hours of delivery
• Include your order number and a description of the damage
We will work with the carrier or manufacturer to resolve the issue.
9. Missing Items
If an item is missing from your shipment, contact us within 7 days of delivery. Provide your order number and details of the missing item. We will arrange a replacement or refund as appropriate.
10. Returns and Shipping Costs
Return shipping responsibilities, restocking fees, and refund timing are governed by our Return and Refund Policy.
Unless the item is defective or shipped in error, customers are responsible for return shipping costs.
11. Address Accuracy
You are responsible for providing a complete and accurate shipping address at checkout.
If a package is returned to us due to an incorrect or incomplete address:
• You will be responsible for reshipment costs
• Additional carrier fees may apply
12. Contact Information
GDM Group ECOM USA
Operating as Oven and Ember
Email: info@ovenandember.com
Hours: Monday to Friday, 9 AM to 5 PM EST
13. Policy Updates
We may update this Shipping Policy from time to time. Changes take effect when posted on this page.