Shop Policies

Welcome to Ohana Story! We want your shopping experience to be smooth and enjoyable. Please take a moment to read our policies!

Shipping Policy

  • Lettermail Shipping
    If you choose lettermail at checkout, please note that it’s untracked and uninsured. This means we won’t be able to locate your package if it’s delayed or goes missing.
    Due to the current rotating Canada Post strike, lost lettermail orders will only be considered after 60 days (previously 30) from the ship date.
    By selecting lettermail shipping, you’re agreeing to take on all shipping risks—thank you for understanding!
  • Processing Time
    Orders are usually processed and shipped within 1–2 weeks. We always do our best to get your happy mail out as quickly as possible!
  • Delivery Times
    Delivery times vary depending on your location. Please note that we’re not responsible for postal or customs delays, but we truly appreciate your patience while your order makes its way to you.
  • Packaging & Damages
    Every order is packed with care to keep your items safe during transit. If your item arrives damaged, please reach out to us within 7 days of receiving your order—we’ll be happy to make it right!

Cancellation Policy
We understand that sometimes you might change your mind! Order cancellations are accepted within 6 hours of purchase. After this time, your order will already be in process and can no longer be cancelled as most of our products are made to order.

If you’d like to request a cancellation, please contact us as soon as possible with your order number — we’ll be happy to help if it’s still within the time window!

Return Policy
We want you to love your order! If something isn’t quite right, returns are accepted as long as items are in unused and original condition.

Buyers are responsible for return shipping costs. Once we receive and inspect the returned items, a refund will be issued based on their condition, minus the original shipping fees.

If you’d like to start a return, please contact us first — we’ll be happy to guide you through the process!

 

Digital Downloads (on Etsy only)

  • All digital products are available immediately after purchase.
  • For personal use only
  • No physical item will be shipped for digital downloads.
  • You may print and cut the files as many times as much as you’d like, provided they are for personal use.
  • You may not share, resell, or redistribute the files (digitally or physically)
  • Designs may not be used for commercial purposes or in any products for sale
  • Please do not alter the artwork and claim as your own
  • Due to the nature of digital files, all sales are final—we do not offer refunds or exchanges for digital items.
  • If you have trouble downloading or opening your files, please contact us and we’ll help you resolve it.

Copyright Notice

All artwork is property of Ohana Story and is protected under copyright law. Purchasing a printable does not transfer copyright or ownership.

Questions?

We want you to love your order! If you receive anything damaged, or you're having trouble with printables, reach out anytime at hello@ohanastory.ca.

By purchasing from Ohana Story Co., you agree to all policies above.

Updated: November 3, 2025