FAQ

Last Updated: April 20, 2026

🔹 General Questions
Q: What is Onbely?
A: Onbely is a U.S.-based lifestyle brand focused on creating small, comforting products such as plush companions and stress-relief toys. Our goal is to bring simple moments of relaxation and emotional comfort into everyday life.

Q: Where are you located?
A: Our registered office is:
Onbely Ltd.
3550 Mt Abbey Ave
San Diego, CA 92111
United States

Q: How can I contact Onbely customer support?
A: You can reach us via:

📦 Orders, Shipping & Delivery
Q: Do you ship internationally?
A: We currently focus on serving customers within the United States. Limited international shipping may be available depending on location. Please refer to our Shipping Policy for details.

Q: How long does shipping take?
A: Shipping times may vary depending on your location and selected method:

  • Standard U.S. shipping: 5–8 business days
  • Express U.S. shipping: 2–4 business days

Q: How can I track my order once it’s shipped?
A: Once your order is dispatched, you will receive a tracking number via email. You can use it to monitor your shipment status online.

Q: Can I cancel my order?
A: If your order has not yet been processed, please contact us as soon as possible. Once the order has been shipped, cancellation is no longer possible, but you may request a return after delivery.

🔁 Returns, Refunds & Exchanges
Q: What if I want to return or exchange an item?
A: If you're not satisfied with your purchase, you may contact us within 30 days of receiving your order. Items must be unused and in original condition.

Q: How do I start a return or exchange?
A: Please email support@onbely.com with your name, order number, and the item(s) you wish to return or exchange. Our team will guide you through the process.

Q: What if my item arrives damaged or incorrect?
A: Please contact us within 7 days of delivery and include photos of the issue. We will arrange a replacement or refund if applicable.

Q: When will I receive my refund?
A: Refunds are processed within 7–10 business days after the returned item has been received and inspected.

💳 Payment & Payment Methods
Q: What payment methods do you accept?
A: We accept major Credit/Debit Cards (Visa, MasterCard, American Express), PayPal, Apple Pay, Google Pay, and other payment methods available at checkout.

Q: Is payment information secure?
A: Yes. All transactions are processed through secure payment providers. We do not store your card information.

🛍️ Products & Usage
Q: Are the products exactly as shown on the website?
A: We aim to present our products as accurately as possible. However, slight differences in color or appearance may occur due to lighting and screen settings.

Q: What if I’m unsure about the product?
A: If you have any questions before purchasing, feel free to contact our support team. We’re happy to help you choose the right item.

ℹ️ Other Questions
Q: Do you offer wholesale or bulk orders?
A: We currently focus on direct-to-consumer sales. For bulk or partnership inquiries, please contact us via email.

Q: Do you offer gift cards or store credit?
A: At this time, we do not offer digital gift cards or store credit. Please follow our website and social media for future updates.