FAQ

Frequently Asked Questions

Find answers to common questions about Ousanero, our lighting products, orders, shipping, returns, payments, and customer support.

About Ousanero

What is Ousanero?

Ousanero is a United States online store specializing in decorative table lamps, floor lamps, and sculptural lighting products.

Ousanero is operated by CLOUDAVIA LLC.

Where is Ousanero located?

Our business address is:

CLOUDAVIA LLC
8206 Louisiana Blvd NE, STE A #8133
Albuquerque, NM 87113
United States

Which countries do you serve?

We currently sell and deliver within the United States only. International shipping is not currently available.

Products

Do natural wood products look exactly like the photographs?

Natural wood products may vary slightly in grain, colour, tone, pattern, and shape.

These natural variations can make each product visually unique and are not considered defects.

Can I request additional product information?

Yes. If you need additional information before ordering, contact us at support@ousanero.shop and include the name of the product.

Orders and Payments

Which currency do you use?

All prices and payments are displayed in United States Dollars (USD).

Is checkout secure?

Yes. Checkout transactions are securely processed and encrypted through our payment provider.

Can I change or cancel an order?

If the order has not been processed or dispatched, we will try to accommodate your request. We cannot guarantee changes or cancellations after an order has entered processing or has been shipped.

Shipping and Delivery

Where does Ousanero ship?

We deliver to valid addresses within the United States.

Shipping availability for your address will be confirmed during checkout.

Is Standard shipping free?

Yes. Standard shipping is free for orders delivered within the United States.

Do you offer Express shipping?

Yes. Express shipping is available for $15.00 USD, where available.

The available shipping options and estimated delivery dates are displayed during checkout.

How long does order processing take?

Orders are prepared for shipment within 1–2 business days.

Orders are processed Monday through Friday, excluding United States public holidays. Orders placed on weekends or public holidays will begin processing on the next business day.

How long does Standard shipping take?

The estimated Standard transit time is 3–5 business days after processing and dispatch.

What is the total Standard delivery time?

The total estimated Standard delivery time, including handling and transit, is 4–7 business days.

How long does Express delivery take?

The total estimated Express delivery time is 2–4 business days, including processing and transit.

Will I receive tracking information?

Yes. After your order has been dispatched, you will receive a shipping confirmation email containing your tracking number and carrier information.

Tracking information may require up to 48 hours to become active.

How can I track my order?

Use the Track Your Order page and enter the requested order information.

You can also use the tracking link included in your shipping confirmation email.

What should I do if my order is delayed?

Delivery times are estimates and may be affected by public holidays, severe weather, carrier disruptions, or circumstances outside our reasonable control.

If your order is significantly delayed, contact us at support@ousanero.shop.

What if I entered an incorrect address?

We cannot guarantee that an address can be changed after an order has been processed or dispatched. Customers are responsible for providing a complete and accurate delivery address during checkout.

Returns and Refunds

Do you accept returns?

Yes. We accept returns for defective, damaged, incorrect, and non-defective products, including eligible change-of-mind returns.

How long do I have to request a return?

You may request a return within 30 days from the date your order is delivered.

What condition must a non-defective return be in?

For non-defective returns, the product must be:

Unused and uninstalled
In new condition
Returned in its original packaging
Returned with all included parts, accessories, manuals, and tags

These conditions do not prevent the return of products that arrived damaged, defective, or incorrect.

How do I start a return?

Contact our customer support team before mailing the product:

Email: support@ousanero.shop
Phone: +1 304 918 2903

Please include your order number, the reason for the return, and photographs if the product is damaged, defective, or incorrect.

After approval, we will provide the return instructions, return address, and a downloadable return label.

How are products returned?

Approved returns must be sent by mail using the instructions provided by our customer support team.

Do not send products to our business address unless our support team specifically instructs you to do so.

Is the return label free?

Yes. An approved return label will be provided for you to download and print free of charge.

Is there a restocking fee?

No. The restocking fee is $0.

Do you accept exchanges?

Yes. Exchanges are accepted for eligible products, subject to product availability.

Contact our customer support team to arrange an exchange.

How long does a refund take?

After the returned product has been received, inspected, and approved, the refund will be issued to the original payment method within 7 business days.

Your bank or payment provider may require additional time to display the refund in your account.

Is the original Express shipping charge refundable?

Express shipping charges are non-refundable for change-of-mind returns.

If the product was damaged, defective, incorrect, or the return resulted from an error on our part, the original Express shipping charge will also be refunded.

Damaged, Defective, or Incorrect Orders

What should I do if my order arrives damaged, defective, or incorrect?

Include your order number, a description of the issue, and clear photographs of the product and packaging.

Our team will review the issue and arrange an appropriate replacement, exchange, or refund.

Customer Support

How can I contact Ousanero?

Email: support@ousanero.shop
Phone: +1 304 918 2903

What are your customer support hours?

All customer support hours are in Mountain Time (MT).

Monday–Friday: 9:00 AM–6:00 PM
Saturday: 10:00 AM–4:00 PM
Sunday: Closed

We aim to respond to email enquiries within one business day.