FAQs

Know when you need to place your orders to ensure they'll be delivered in time. These dates are all estimates but we do our best to ensure delivery for the holidays.

• Do you split ship orders with pre-order items? No, we don’t split ship at this time. Orders ship in full once all items are ready to go.
• When will my order ship if it includes a pre-order item? Your entire order will ship together based on the pre-order ship date listed on the product page.
• Can I get my other items sooner? Absolutely — if you’d like in-stock items shipped right away, we recommend placing a separate order for those pieces.
• How will I know when my pre-order ships? We’ll send you a shipping confirmation email as soon as your full order is on its way.

Orders typically ship out within 24 - 72 hours after being placed. Once your order is on its way, you’ll receive a shipping confirmation email with tracking details.

• Expedited Orders: Orders placed after 1:30 PM MST will ship the next business day. Orders placed after 1:30 PM MST Friday and over the weekend will ship out on Monday.
• Presale or monogrammed items: If your order includes a presale or monogrammed items, the full order will ship together once all items are ready — we will not split ship orders.
• Our fulfillment operates Monday–Friday, 9 AM to 5 PM MST

If you have any questions or need assistance with your order, feel free to contact us.

Orders are processed quickly to ensure prompt delivery, so we’re unable to make changes once an order is placed. Please double-check all details before completing your purchase.

If your order hasn’t entered processing, we may be able to cancel it. Contact us as soon as possible with your order number. Our team is available Monday – Friday, 9 AM – 5 PM PST (excluding holidays) and will do our best to assist, though cancellations are not guaranteed.

If your order has already shipped and the address was entered incorrectly, we recommend contacting the carrier directly to see if a reroute is possible. Once the order arrives, you’re welcome to follow our return policy if eligible.

Yes! We ship to Canada, Mexico, and the majority of Europe, and we’re working hard to expand our shipping worldwide.

Please note that international orders may be subject to customs duties and taxes upon arrival in your country. These charges are determined by your local customs authority and will be collected by the carrier at the time of delivery. Any additional charges are the responsibility of the customer.

We’re more than happy to work with customers on shipping destinations not listed above. Please reach out to cs@osoandme.com and we’ll do our best to assist!

For the United States, purchases over $200 ship standard (3-5 days) for free. For Europe, we’re unfortunately unable to offer free shipping at this time. Our shipping rates are $30 for orders under $200 and $15 for orders above $200

You’ll receive a confirmation email with tracking once your order has shipped. Estimated arrival dates are shown at checkout based on your selected shipping method.

• Pre-Sold & Monogrammed items may take up to 2 weeks or longer to ship.
• Expedited shipping typically arrives within 2 business days.
• If you need your order by a specific date, we recommend choosing expedited shipping at checkout.

Once an order has shipped, you’ll receive a shipment confirmation email that contains your tracking information.

Please note: our default shipping is with USPS. If USPS does not deliver to your address, please use your PO box as the shipping address.

Once your order has shipped, it may take a couple of days for the first tracking scan to occur, even after you’ve received your shipping notification.

• Packages will remain in "In Transit" status until they reach the next shipping hub, and in some cases, there may not be an updated scan for several days due to circumstances beyond our control.
• For the most accurate and up-to-date information on your package, we recommend contacting the carrier directly.
• If your package has remained "In Transit" for 7+ days since the most recent tracking update, please contact us at cs@osoandme.com so we can help investigate the delay.

We know it’s upsetting when a delivery doesn’t go as planned—thank you for your patience and understanding.

• Carriers may occasionally mark packages as "delivered" before they actually arrive. We recommend contacting your carrier directly for assistance. Additionally, please check any covered areas, porches, mailrooms, or with neighbors who may have received your package by mistake.
• If you’re still unable to locate the package after taking these steps, feel free to contact us at cs@osoandme.com for further assistance.
• Please note: Oso & Me is not responsible for lost or stolen packages once an order is marked as delivered by the carrier.
• If your order was shipped to a forwarding service, our responsibility ends once the package is confirmed delivered to the address provided at checkout. Shipping forwarders are third-party services that receive packages and forward them to another destination, often internationally.
• We are not responsible for packages once they are delivered to freight forwarding services. These services act as independent handlers, and any loss, delay, or damage that occurs after delivery to the forwarder is the customer’s responsibility. We recommend contacting the forwarder directly. Unfortunately, we are unable to offer refunds or replacements for orders marked as delivered to these services.

We understand how upsetting it can be when a package goes missing. However, once a package is marked as delivered by the carrier, Oso & Me is no longer responsible for lost or stolen items.

We strongly recommend checking with neighbors, building staff, or your local carrier office, as packages may be scanned as delivered before they actually arrive.

This policy also applies to any orders shipped to freight forwarding services. Our responsibility ends once the package is confirmed delivered to the address provided at checkout.

Promotions exclude:

• Monogram add-on
• Oso's Gift Shop items
• Gift Cards
• Gift Wrap/Box options
• All Shopper Bags (all colors and collaborations)
• Classic knitwear such as the Baker Baby Pant, Pat Baby Jacket, Graham Blanket, Paige Cardigan, and Crissy Baby Pant (all colors)
• Any items already on sale

All hard-marked items are FINAL SALE. We are unable to accommodate returns, exchanges, or store credit under any circumstances. Please review your selections carefully before completing your purchase.

Discount codes are not valid during sitewide sales. If you'd like to use a code on a full-priced item, please place a separate order without any sale or final sale items in your cart.

We do not offer price adjustments on previous purchases or on items purchased outside of the sale period. Pricing is subject to change during the event, and we are unable to retroactively apply updated discounts.

To initiate your return or exchange: 

1. Start a return 
   Click here and use your order number and zip code to locate your order. Follow the prompts to select an exchange, refund, or store credit.
2. Return Label
   Download and print a return shipping label from the confirmation page within the portal. You’ll receive a return initiation email to confirm your return has been initiated. 
3. Get Your Return/ Exchange Ready 
   Securely pack your order using the return shipping label provided.  
4. Drop Off Your Package 
   Drop off your package at a nearby USPS location. You’ll receive an email update once your return or exchange has been processed!

If your order included a promotional reward or discount, returns may affect your final refund amount. Only one discount can be applied per order. Reward codes are single-use and cannot be reused once redeemed.

If a reward was applied to an item that is later returned, that reward is considered used and will not be reissued.

We accept the return of unwashed, unused items within 30 days of receipt. 

Please note: monogrammed items are final sale and cannot be returned or exchanged.

Click here to start a return. Pick the 'Start Gift Return Here' option, and simply enter the order number and shipping zip code. Then follow the instructions.

Our warehouse will process your refund within 5-10 business days from the date we receive your return delivery. You’ll get a refund confirmation email as soon as we process it.

Returns are processed within 7–14 business days from the date they’re delivered to our fulfillment center. Once received, our team inspects and processes the return before issuing your refund, store credit, or exchange. You’ll receive a confirmation email once it's complete!

Email CS@osoandme.com with your name and order number, and we’ll get back to you soon!

We care about taking the extra step to preshrink the fabric we use. Garments from Oso & Me will shrink less than other brands when you machine wash and dry them because of our pre-shrinking process. There is an industry-wide standard for acceptable shrinkage. Please note: you can still experience some additional shrinkage (an average of 3-7% is industry standard for the accepted range, and it should not be noticeable!).

Making your life easier is our goal—you can relax knowing that every item can be put in the washer and dryer. There’s no dry cleaning necessary—not even with our hand-smocked party dresses. All of our clothes are preshrunk so you’ll never be surprised when you take the clothes out of the dryer. Some of our items will look their best if ironed but we leave that choice up to you.

Our collections sell out quickly so we suggest that you buy the items you like while you can! From time to time, we receive a re-order on popular styles, and, because of this, we recommend that you sign up for the product and size you want. We'll notify you via email if and when the item is back in stock.

Yes, we do! We’ll wrap your present in our signature, dot-printed cotton bag with a lovely grosgrain ribbon bow or custom Oso gift box. You can also include a handwritten note on a letterpress card. Please select 'Is this a gift?' at the bottom of your cart to select gift options. If you buy a Newborn gift, it will arrive in an adorable, complimentary custom-illustrated box.

Monogrammed orders take about 7-14 business days to ship out. All items in your order will ship together once the monogram is complete. In high volume seasons, monogramming can take up to 21 business days. Expedited shipping does not expedite the embroidery process. Monogrammed items are final sale. In the event that the incorrect monogram is embroidered on your product, please contact our customer service team and a photo to cs@osoandme.com.

Every piece of fabric we produce for our products is unique, so we cannot guarantee the perfect placement of letters on our prints every time. Please choose your thread color carefully. Our thread colors are similar but not exact to piping colors.