Shipping policy
Shipping Policy
Last updated: October 27, 2026
This Shipping Policy explains how ODD ONE handles production, shipping, delivery estimates, tracking, shipping destinations, and delivery issues.
ODD ONE is operated by Mint Matrix Limited, a company incorporated in Hong Kong.
Because many ODD ONE products are made to order and may include personalized artwork, production time is included in the estimated delivery window.
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1. Order Processing and Production
Most ODD ONE products are made to order.
For customized products, production begins after your order and customization details have been successfully submitted and accepted for fulfillment.
Orders may enter production shortly after checkout. Once production has started, changes or cancellations may no longer be possible.
If we need additional information to complete your order, we may contact you using the email address provided at checkout. Delays in receiving required information may delay production and delivery.
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2. U.S. Delivery Estimates
Most U.S. orders are expected to arrive within 6–10 business days from the date the order is placed.
This estimate includes both:
Production time
Shipping time
Business days do not include weekends or U.S. public holidays.
Delivery estimates are provided as a general guideline and are not guaranteed. Actual delivery times may vary depending on production volume, fulfillment availability, carrier conditions, weather, destination, and other circumstances that may affect delivery.
During peak periods or major holidays, production and delivery may take longer than usual.
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3. U.S. Fulfillment
We prioritize domestic fulfillment for U.S. orders whenever available.
In some cases, an order may be fulfilled from another location depending on:
Product type
Fulfillment availability
Production capacity
Inventory or supplier availability
The fulfillment location may vary without affecting the product specifications shown at checkout.
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4. Shipping Availability
ODD ONE currently ships within the United States only. Available shipping methods for eligible U.S. addresses are shown at checkout.
If a shipping method is not available for a particular address or destination, it will not be offered at checkout.
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5. International Shipping
We do not currently ship outside the United States. International delivery is not available at checkout.
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6. Shipping Costs
Shipping charges, when applicable, are calculated and displayed at checkout before you complete your purchase.
Shipping costs may vary depending on:
Delivery destination
Product type
Package size or weight
Fulfillment location
Available shipping method
Any free-shipping offer or shipping promotion is subject to the terms displayed with that offer.
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7. Tracking Information
Once your order ships, tracking information will be provided where available.
Tracking details may take some time to update after a shipping label is created.
If tracking has not updated for an extended period or appears unusual, contact us at dmdm.zhou@gmail.com with your order number so we can review the shipment.
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8. Multiple Packages
Orders containing multiple products may sometimes be produced or shipped separately.
As a result:
Items from the same order may arrive in different packages
Packages may have different tracking numbers
Packages may arrive on different days
A partial delivery does not necessarily mean that the remaining items are missing.
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9. Shipping Delays and Revised Delivery Times
If we learn that your order cannot be shipped within the timeframe stated at checkout or otherwise promised to you, we will notify you of the delay when required.
Where applicable, you may choose to:
Accept the revised shipping or delivery timeframe, or
Cancel the unshipped order for a full refund
If only part of an order is affected, the available options may apply only to the affected items.
Nothing in this section limits any rights available to you under applicable consumer protection laws.
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10. Incorrect or Incomplete Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please review your shipping information carefully before placing your order.
If you notice an error after ordering, contact us as soon as possible at dmdm.zhou@gmail.com.
We cannot guarantee that an address can be changed after an order has entered production or has shipped.
If an order cannot be delivered because of an incorrect or incomplete address provided by the customer, additional production or shipping charges may apply if the order needs to be reproduced or reshipped.
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11. Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, please first check:
Around your property
Your mailbox
Parcel lockers
Building reception or front desk
With household members
With neighbors
Please allow up to 2 business days after a package is marked as delivered, as carriers may occasionally update tracking before final delivery is completed.
If you still cannot locate the package after that period, contact us at dmdm.zhou@gmail.com with your order number and tracking information.
We will review the situation with the relevant fulfillment or shipping provider.
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12. Lost or Significantly Delayed Shipments
If your order has not arrived within 5 business days after the latest estimated delivery date, please contact us.
We may review:
Tracking history
Delivery status
Shipping address
Carrier information
Fulfillment records
If the shipment is confirmed lost, we will provide an appropriate resolution, which may include:
A replacement
A reshipment
A refund
The resolution will depend on the circumstances and applicable law.
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13. Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, misprinted, or incorrect, please contact us within 30 days of delivery.
Please include:
Your order number
A description of the issue
Clear photos of the product
Photos of the packaging if the damage appears to have occurred during shipping
Eligible issues may be resolved with a replacement, reprint, partial refund, or full refund.
Please refer to our Refund Policy for additional details.
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14. Fulfillment Origin
We currently ship to U.S. addresses only. We prioritize domestic fulfillment whenever available; certain products may be fulfilled from another location depending on fulfillment availability. A fulfillment origin outside the U.S. does not mean international delivery destinations are available.
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15. Unsupported Destinations
Orders for delivery outside the United States are not currently supported. If you have a question about a destination, contact us before ordering.
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16. Circumstances Affecting Delivery
Delivery estimates may be affected by circumstances outside our reasonable control, including:
Carrier disruptions
Severe weather
Natural disasters
Customs delays
Transportation interruptions
Labor disruptions
Government restrictions
Other significant logistics events
If a delivery issue occurs, we will assist with available tracking information and review the shipment where appropriate.
Customer-provided address errors are handled separately under the Incorrect or Incomplete Shipping Address section above.
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17. Order Changes and Cancellations
Orders may enter production shortly after checkout.
If you need to change your shipping address, customization, product option, size, or other order information, or if you want to cancel your order, contact us as soon as possible at dmdm.zhou@gmail.com.
If production has not started, we will do our best to assist you.
However, changes and cancellations cannot be guaranteed.
Once production has started, custom orders generally cannot be changed or canceled.
Please refer to our Refund Policy for additional details.
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18. Changes to This Shipping Policy
We may update this Shipping Policy from time to time to reflect changes in our fulfillment process, shipping services, supported destinations, or legal requirements.
The version of this policy in effect at the time your order was placed will generally apply to that order, except where applicable law requires otherwise.
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19. Contact Us
For questions about shipping, tracking, delayed deliveries, or delivery issues, please contact:
ODD ONE / Mint Matrix Limited
Flat 2304, 23/F, Ho King Commercial Centre
2-16 Fa Yuen Street, Mong Kok, Hong Kong
Email: dmdm.zhou@gmail.com
When contacting us about an existing order, please include your order number and tracking information, if available.