When will my order ship?
Orders for in-stock items are processed and usually ship within 1-2 business days. These days are in addition to transit time. For expedited shipping options, please refer to Oso Grande's Shipping Info.
When will my backorder item arrive?
We maintain a huge inventory of the products we sell. However, occasionally we run out of stock on popular items creating a backorder for that item. We place orders with our suppliers daily, so out-of-stock items typically come back into stock within a matter of days. When an item is back in stock, we will ship it to you immediately.
How do I change quantities or cancel an item in my order?
If you need to change quantities, cancel an item, or make other changes to your order, please telephone our customer service department immediately.
Customer Service hours: Mon-Fri, 9am-5pm (PST)
We do not recommend that you email change or cancellation requests, as your order may be in process and may be shipped prior to receipt and processing of your email.
My order never arrived.
Log into your account to get the most up-to-date shipping information. Be sure that all of the items in your order have shipped already. We also email your tracking number, enter the tracking number in UPS.com to link directly to the shipper's package tracking status page. If your package shows a status of "delivered" please check to see if the package might have been delivered to someone else in your household or a neighbor before contacting Oso Grande Knives.
Orders shipped via US Postal Service First Class mail do not have tracking numbers. First Class delivery service averages about five business days from shipment date. In rare cases allow as much as 2-3 weeks for delivery of First Class mail.
An item is missing from my shipment.
Log into your account for information about your order. Be sure that all of the items in your order are marked as shipped already. At times, we will partial ship an order while we wait for the rest of the order to come back into stock. Your Order Status page will show the status of your order.
I received the wrong product.
If you feel that you have received the wrong product, please contact customer service within 72 hours of receiving the product.
My product is missing parts.
If you have received a product that appears to be missing parts, please contact customer service for assistance.
What payment methods do you accept?
We accept Visa, Mastercard, Discover, check or money order.
When will I be charged?
You will be charged when the order is ready to ship.
What is OsoGrandeKnives return policy?
Within 15 days of delivery, you may return most new, unopened merchandise in its original condition. Certain products are non-returnable items. Read more about non-returnable items here. Other exceptions and restrictions apply--read OsoGrandeKnives.com's complete Returns Policy.
DID WE ANSWER YOUR QUESTION?
More questions? Contact our Customer Service representatives between the hours of 9am-5pm (PST) Monday through Friday, or any time via e-mail.
We make every effort to respond within one business day to your email inquiries. If you have an time-sensitive question we recommend that you telephone us.
Thank you for the awesome hatchet and fast shipping! Great customer service A+++++++
--Jeff M. - Houtzdale, PA
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