Something to sort out?Start here.
Most of what people write to us about is answered further down this page, and it reads faster than waiting on a reply. If yours is not here, one email puts it in front of a person on our team.
The button opens your email app with the details already laid out. Fill in what you know and send it. No account, no form and no ticket number to keep track of.
Where is my order
Start with the tracker. Your order number and the email you used at checkout are both in your order confirmation email.
The timings. Orders take 1 to 2 business days to prepare and 5 to 12 business days to arrive once they ship. The carrier updates tracking as the package passes through their facilities, not at every single movement.
Tracking has not moved in days. This is the most common thing people write about and it almost never means a lost package. Scans are recorded in batches, so a tracking page can sit completely still for days and then jump several stages at once. A quiet tracker is not a stopped package.
Tracking is completely empty. Normal in the first stretch. The first real scan happens when the carrier physically takes the package into their network, not when the label is created.
It says delivered and it is not here
Of everything that reaches us, this is the one that most often solves itself. Two minutes of checking before you write.
- Ask everyone else at the address. Partners, family and roommates pick up parcels and forget to mention it.
- Look in the less obvious spots: porches, mailrooms, side doors, the lobby desk, the garage, behind planters.
- Ask the neighbours either side. Carriers leave packages next door far more often than they note it.
- Give it a little longer. Packages get scanned as delivered slightly ahead of the actual drop more often than you would think.
Been through all four and still nothing? Write to us. We open the claim with the carrier and see it through with you. You do not have to fight the carrier on your own or involve your bank to get this sorted.
The device is not doing what it should
No steam, or very little. Almost always the water. Check that the reservoir has enough in it, that it is seated properly, and that you are using distilled or purified water. Tap water leaves mineral buildup and eventually blocks the outlet. If it still will not steam after that, write to us.
It will not power on or hold a charge. Leave it charging over micro USB and try a different cable and a different adapter before anything else, because that is usually where the fault is. If it still will not charge, it is a defect and we replace it.
It arrived damaged or it is not what I ordered. Send a photo of what you received along with your order number and you pick: a replacement or a refund. Either one costs you nothing.
Refunds and the 30 day guarantee
No portal, no login and no form. One email with your order number is the whole process.
You have 30 days from delivery to tell us it is not working out for you. Not from the day you bought it, from the day it landed with you.
Write to us before sending anything back. We reply with the instructions and the address. A package that arrives on its own, with no heads up, is very hard to match to your order.
The money goes back to the payment method you used. Once we issue the refund, your bank takes its own few days to display it on your statement. That step happens on their side, not ours, so give it a moment before assuming something went wrong.
Charges on your statement
Do not recognize a charge?
On your bank or card statement, our charges appear as:
SP OCARYA USAThe SP is added by our payment processor, not by us, which is why the line does not read exactly like the name on the store. If that is the descriptor in front of you, the charge comes from an order placed on ocarya-us.com. And if it still is not yours, tell us and we refund it.
You are never billed twice
No subscriptions, no auto ship, no memberships. Every order is a one time purchase, so there is nothing running quietly on your card and nothing to cancel.
I see the amount twice
Almost always a pending authorization hold from a repeated checkout attempt. It clears on its own. We only ever capture one payment per order.
Someone else at home ordered it
Partners and family order more often than anyone remembers. Ask at home before you file anything with your bank.
Pick the situation that matches yours
Each button opens an email with exactly the details we need, so it gets settled on the first reply instead of the fourth.
My tracking has not moved
We chase the carrier ourselves and report back with where it actually is.
Write about trackingMarked delivered, not received
Run the four checks above first, then send this and we take it from there.
Report it missingDamaged or not working
Replacement or refund, whichever you prefer. A photo speeds it up.
Report a problemI do not recognize a charge
We match it against our records and tell you exactly what it is.
Identify a chargeSomething else entirely
Order changes, address corrections, questions about how to use it, anything.
Write to usThe questions we get most
How long will my order take to arrive?
Orders take 1 to 2 business days to prepare and 5 to 12 business days to arrive. As soon as it ships you get an email with the tracking number so you can follow it the whole way.
My tracking has not updated in days. Should I worry?
Not yet. Carriers record scans in batches, so a package can look stuck and then move several stages at once. If it stays frozen, send us your order number and we chase it with the carrier ourselves.
It says delivered and there is nothing here.
Ask everyone else at the address, check porches, mailrooms and the garage, and ask the neighbours either side, because early scans and neighbour drops explain nearly all of these. If it still does not turn up, write to us and we resolve it with you.
I never got my confirmation email.
It goes out within minutes of the order. When it does not show up it is usually in promotions or spam, so check there first. If it truly is not there, send us the name and email you used and we resend it.
I entered the wrong address.
Write to us as soon as you can with the order number and the correct address. If it has not shipped yet we can usually change it. If it already has, we will tell you what the options are.
The device is not producing steam.
Check the water level and that the reservoir is seated properly, and make sure you are using distilled or purified water. Tap water leaves mineral buildup that eventually blocks the outlet. If it still will not steam, send us a short video and we sort it out.
What water should I use?
Distilled or purified water only. That is what keeps the steam clean and stops mineral buildup inside the reservoir and at the outlet.
How does it charge?
Over micro USB, and a full charge runs about an hour of use. If it will not charge, try a different cable and a different adapter first, because that is usually the culprit. If it still will not, it is a defect and we replace it.
What will the charge look like on my statement?
It appears as SP OCARYA USA. The SP is added by our payment processor, so the line will not read exactly like the name on the store. If your statement shows something else for an order placed here, send us the date and the last four digits of the card and we will identify it.
Will I be charged again next month?
Never. Every order is a single purchase. No subscription, no auto ship, no membership and no recurring billing anywhere in the business. You are only charged again if you place another order yourself.
When will I see the money after a refund?
The refund goes back to the payment method you used. Once we issue it, your bank needs its own few days to display it on your statement, and that step happens on their side rather than ours.
What happens when you write
A person reads it
Not a bot and not a ticket queue. It reaches the team that can act on your order.
You get a real reply
From an address you can answer to. If nothing shows up, check your spam folder and reply on the same thread.
We settle it
A replacement, a refund or an answer that actually closes the matter. Not a link back to this page.
Email is the only channel we run, and that is deliberate. Everything lands in one place, with your order in front of us and a written record on both sides, which is what makes a problem resolvable rather than repeated.
Looking for something else
Ocarya is a device for personal home use. It does not replace diagnosis or treatment by a licensed healthcare professional. Individual results may vary.