FAQ

FREQUENTLY ASKED QUESTIONS

CUSTOMER SERVICE

Please send all questions and inquiries to : info@ourhouseabove.com

Please also ensure to look in your trash//spam//promotions folders for communication from our emails. You may have a setting that automatically sends our correspondence to one of these folders.

Please allow 24-48hours, M-F, for a response. Please take note during the holiday season our response times may increase.

Email is our only form of communication.

  • Please ensure you are sending your email to info@ourhouseabove.com
  • Please also ensure to look in your trash//spam//promotions folders for communication from our emails. You may have a setting that automatically sends our correspondence to one of these folders.
  • We will respond within 72hours of your request via email only- please ensure you are using a valid email address and that it has been fully sent, and is not 'stuck' in the pending folder.

You can tag us @ourhouseabove for a chance to be featured on social media and our website!

Instagram
Facebook

At this time, please contact us at info@ourhouseabove.com for all customer service related items.

At checkout there is a space for a note- this will be printed on the packaging slip and your recipient will see the note! You do not need to write anything in the space, if you wish to not include a note.

Rest assured, with every order, gift or not, there are no prices or payment information on or inside the package/items.

Baby: Our sizes tend to run on the larger size, unless otherwise noted.

Toddler/Big Kid: Our sizes tend to run true to size for toddler items, unless otherwise noted.

Adult: Our sizes tend to run true to size for Adult items, unless otherwise noted.

For questions on specific products please email us at info@ourhouseabove.com

For our clothing, materials range from Organic Cotton to Poly Blends. Each item will display the material used within the item description.

For all accessories, drink ware and stuffies, please read the item description. If you have additional questions please email us at info@ourhouseabove.com.

ORDERS

At this time, orders cannot be cancelled, once they have been submitted. Please visit our stores policies here.

Once an order is placed, we may process and ship it at any time.

Changes may not be guaranteed.
To see if a change to your order is possible, please email info@ourhouseabove.com.

Once an order is processed & shipped, you will receive an email with a tracking #.

The email used at checkout, is the email we use to contact, ensure you are checking SPAM/TRASH/PROMOTIONS for emails under "ourhouseabove".

Please refer to the couriers website to track your order.

If your order has yet to process, we may be trying to contact you prior to shipping your order. Please check your email for any correspondence from our shop.

If your order appears to be missing//lost, please see the tabs below for lost/undelivered orders.

Please visit our stores shipping policies here.

Please read the following carefully; Rest assured, as your order is insured and we can help*

  • Please ensure that the mailing address used in your order, is the address you are expecting your delivery at.
  • Sometimes shipping couriers code "delivered" 1-2 business days before it actually is delivered. Please allow up to 2 business days from the delivery date to see if your package arrives. If there is a holiday within these days, please allow an additional day*
  • If you have shared mailboxes with a key or live in units/apartments, please ensure to check in any additional compartments, or check with the front desk. Sometimes packages are delivered to neighbors on accident by couriers. Consider checking with neighbors if able to, to see if they received it in error.
  • If all comes to no avail please file a claim here.
  • We are a small business with our own insurance policies that may take longer to review than a big box store, we thank you in advance for your patience in dealing with shipping courier delays/issues.

Rest assured your order is insured. We will do our best to assist with any lost or undelivered orders. For these issues we follow the guidelines/timeframes/steps below:

Please keep in mind that once your package has been scanned with tracking, the responsibility is on the courier (I.e UPS, USPS, FEDEX etc.) and we are at the mercy of the shipping courier to deliver the package. We are sorry if you experience these issues!

  • Please read the following carefully
  • Please ensure that the mailing address used in your order, is the address you are expecting your delivery at.
  • Sometimes shipping couriers code "delivered" 1-2 business days before it actually is delivered. Please allow up to 2 business days from the delivery date to see if your package arrives. If there is a holiday within these days, please allow an additional day*
  • If you have shared mailboxes with a key or live in units/apartments, please ensure to check in any additional compartments, or check with the front desk. Sometimes packages are delivered to neighbors on accident by couriers. Consider checking with neighbors if able to, to see if they received it in error.
  • If all comes to no avail please file a claim here.
  • We are a small business with our own insurance policies that may take longer to review than a big box store, we thank you in advance for your patience in dealing with shipping courier delays/issues.

    Please see additional details within our shipping policy.

Our current processing time is 1-3 business days, this is not including the shipping timeframe.

Once your order is processed and shipped, you will then receive a tracking # for your package .

To see if your item(s) are eligible for a return, please visit our stores policies here.

Only one discount code may be used with any order.

Any and all discount codes must be used at the time of purchase. Discount codes cannot be used or credited after the order is placed.

Using seasonal discount codes may deem the order non-returnable.

All items that are on sale, or LAST CHANCE items, are non-returnable.

Free shipping will automatically populate when:

The order meets the $150.00 US minimum. (This amount is pre-tax, pre-shipping costs, and after all sales and discount codes are deducted.)

BRAND PARTNERSHIPS & WHOLESALE

We are honored to hear you are interested in collaborating with us! At this time we have closed our ambassador//collaboration applications.

We are honored that you would love to carry our brand!

At this time we do not offer wholesale. If this changes, we will be sure to add a section to the site for wholesale orders.

Due to the current influx in messages, we may not be able to respond to all requests. At this time, we are currently partnered with non-profits and local outreaches where we are donating and giving for the current year.

We would LOVE to feature your photos on our social media/website.

Please tag us on Instagram/Facebook @ourhouseabove to be featured or email us at info@ourhouseabove.com with your photos/videos.

Please take note, for branding standards, we prefer neutral backgrounds/textiles for posting.