Refund, Return & Exchange Policy

Last updated: August 5, 2026

30-day return window

Eligible unused items may be returned within 30 days of delivery for a refund or exchange. The item should be clean, unused, in its original condition, and accompanied by the parts and information needed to identify the order. Use the Contact Us page or call +1 651-398-2602 before sending a package so the return instructions can be confirmed.

Return shipping

Owala pays return shipping for a change-of-mind or no-reason return. Owala also pays return shipping for a product-quality issue, defect, damaged item, or incorrect item. Return shipping is not charged as a restocking fee, and there is no restocking fee for an eligible return. These two return reasons are handled separately so the correct instructions can be provided.

Non-returnable items

Custom items are not returnable. Clearance items are not returnable. Gift cards are not returnable. Intimate or hygiene items are not returnable. These exclusions apply unless applicable law requires a different result or an item arrived defective or incorrect.

Exchanges

Exchanges are supported for eligible items when the requested replacement is available. If a replacement cannot be supplied, an approved refund is issued to the original payment method. The replacement option, return instructions, and any product-specific detail are confirmed through the Contact Us route.

Refund timing

After a return is approved and received or otherwise resolved, the refund is issued to the original payment method. A bank or card issuer may take 5-10 business days to post the refund after it is issued. The posting time is controlled by the financial institution, while the store records the approval and issue of the refund.

Damaged, defective, or incorrect orders

Report a damaged, defective, or incorrect item through the Contact Us page or by phone. Include the order number and a description of the issue, but do not include full payment card numbers or security codes. Owala pays return shipping for a quality issue and will provide the applicable resolution instructions.

Cancellation

A cancellation request may be made before shipment. After shipment, the return process applies. Orders are processed in 1-2 business days, Monday to Friday, and standard transit is normally 4-6 business days within the United States only. Free shipping is offered on eligible US orders, and tracking information is supplied when the carrier receives the shipment.

Payment and taxes

Prices are in USD. The store accepts Visa, Mastercard, Maestro, American Express, JCB, Diners Club, and Discover. Applicable taxes are calculated and charged at checkout as required by law.

Return address and support

The return address is Owala, 1654 Stanbridge Ave, Saint Paul, MN 55113, United States. Support hours are Monday to Friday, 9:00 AM-5:00 PM ET, and we respond within 1-2 business days. There is no customer-service email address published in this policy.

Required return terms

Owala pays return shipping for a no-reason or change-of-mind return. For defective, damaged, or incorrect merchandise, Owala also covers return shipping.

Custom or personalized items, clearance or final-sale items, gift cards, and unsealed hygiene products are not returnable. No restocking fee applies. The return address is the same as the business address: 1654 Stanbridge Ave, Saint Paul, MN 55113, United States. Exchanges are supported.

An order may be cancelled at any time before it ships. Refunds are issued to the original payment method and may take 5-10 business days to post.

Customer support: support@owalallaaalife.shop.