Terms of Service

osoamazing.com is run by Oso Innovative LLC, doing business as Oso Amazing (“we”, “us”). These Terms of Service (“Terms”) apply when you browse the site, use our chat helper, or buy from us. By placing an order or using the site, you agree to these Terms and to our Privacy Policy.

We may update these Terms from time to time. The version shown here, with its “last updated” date, applies to orders placed from that date. Changes don’t affect orders already placed.

Please read section 15 carefully: it requires most disputes to be resolved by individual arbitration rather than in court or as part of a class action, and explains how to opt out.

You must be at least 18, or the age of majority where you live, to place an order. If you’re younger, a parent or guardian needs to place the order and accept these Terms for you.

Everything we sell is made to order after you buy it. Your order is an offer to buy; it’s accepted when we confirm it by email. We may decline or cancel an order — for example, if an item is unavailable, if personalization can’t be made as requested, if there’s an obvious pricing error, or if we suspect fraud. If we cancel, we refund anything you paid.

Prices are shown in US dollars and may change at any time before you order. Checkout and payments are handled by Shopify; we never see or store your full card details. Sales tax is added at checkout where it applies.

We make personalized items exactly as you type or choose them — names, text, fonts, colors and other options. Please check spelling, capitalization and choices before you order; mistakes in what you entered aren’t covered as defects.

When you send us text, photos or other material (“your content”), you confirm that you have the right to use it and to let us use it to make your order, and that it doesn’t infringe anyone else’s rights — including trademarks, logos, team or school marks, and other people’s photos. You give us permission to use your content only as needed to make, ship and support your order, and as described in our Privacy Policy.

We may refuse or cancel (with a full refund) any order whose content we believe is unlawful, infringing, hateful, harassing or otherwise inappropriate.

Our pieces are 3D printed, then hand-painted and finished one at a time. Small differences in paint, sheen, texture, color and size are a normal part of handmade work and aren’t defects. Photos show examples; your piece will be similar but not identical. Colors can also look different on different screens.

Our Shipping Policy explains production times, costs and delivery. Production and delivery times are good-faith estimates, not guarantees. If there’s a significant delay, we’ll let you know, and you may cancel for a refund if production hasn’t started.

We currently ship only to addresses in the mainland (contiguous) United States — not yet to Alaska, Hawaii, US territories, military (APO/FPO) or international addresses. We may add destinations later. Please make sure your shipping address is correct — we aren’t responsible for orders sent to an address you gave us that turns out to be wrong, though we’ll help where we can.

International orders (if and when we ship to your country): import duties, taxes, customs and brokerage fees are the buyer’s responsibility and aren’t included in our prices or shipping charges. Orders refused or returned because these fees weren’t paid aren’t refundable, except for any part of the shipping charge we recover.

Lost parcels: if tracking shows a parcel has stopped moving or was lost in transit, contact us. We’ll open a claim with the carrier and, once the carrier confirms it’s lost, remake and resend your order or refund it.

You can cancel or change your order within 24 hours of placing it, as long as we haven’t started making it — email us at support@osoamazing.com as soon as possible. After that, your piece is being made just for you, so the order can’t be cancelled.

Because every piece is personalized or made to order, we don’t accept returns or exchanges for change of mind.

If your order arrives damaged, defective, or not what you ordered, tell us within 14 days of delivery, with photos of the item and its packaging. We’ll repair, remake or replace it, or refund you — whichever is the fairest fix. We may ask you to send the item back, in which case we’ll cover the return shipping. Please don’t send anything back until we’ve agreed the fix with you; returns go to 9311 FM 1488 Rd 30-132, Magnolia, TX 77354.

Refunds go back to your original payment method. Your bank or card may take a few business days to show them.

If you live in the European Union or the United Kingdom: the usual 14-day right to withdraw from an online purchase doesn’t apply to goods made to your specifications or clearly personalized. Your other legal rights, including those for faulty goods, are unaffected.

We may show reviews you’ve left for us (on our site or on Etsy), with your first name or as “A customer”. We only feature photos you took if you’ve given us permission, and we’ll remove any you ask us to.

We may share photos of pieces we make. If you’d rather we didn’t show yours — for example, because it shows a name — just tell us and we won’t.

The chat helper on our site uses artificial intelligence to answer questions and suggest products. It tries to be accurate, but it can make mistakes. The product page, your cart and your order confirmation are what count — please check details there before you order. For anything important, ask it to send your chat to us, or email us, and a person will reply.

The site, its text, photos, and our product designs belong to us or to the creators who license their designs to us. You may view and share links to the site for personal use, but you may not copy, reproduce, sell or 3D print our designs, or use our photos or content, without our written permission.

Please don’t:

• break the law or anyone else’s rights using the site;
• try to get into parts of the site or systems you’re not meant to, or disrupt them;
• use bots or scrapers to copy the site, or to overload it or our chat helper;
• upload anything harmful, such as malware, or anything that isn’t yours to share.

We may limit or block access to anyone who does.

Our pieces are decorative keepsakes and gifts. Lamps and other items should be used as described on the product page; they aren’t toys and aren’t intended for young children.

Apart from the promises in these Terms, and to the fullest extent the law allows, the site and our products are provided “as is”, and we disclaim all other warranties, express or implied, including merchantability and fitness for a particular purpose.

To the fullest extent the law allows, we aren’t liable for indirect, incidental, special or consequential losses, and our total liability for any claim about an order is limited to the amount you paid for that order. Nothing in these Terms limits liability that can’t be limited by law, such as for fraud, or for death or personal injury caused by negligence.

If someone makes a claim against us because content you sent us (such as a logo or photo) infringed their rights, you agree to cover our reasonable costs and losses from that claim, to the extent the law allows.

Talk to us first. Most problems are fixed with a quick email. Before starting any formal claim, send us a written notice describing the problem and what you’d like us to do, to support@osoamazing.com or 9311 FM 1488 Rd 30-132, Magnolia, TX 77354. We’ll both try in good faith to resolve it within 30 days.

Arbitration. If we can’t resolve it, you and we agree that any dispute about these Terms, the site or your order will be settled by binding individual arbitration, administered by the American Arbitration Association (AAA) under its Consumer Arbitration Rules, rather than in court. The arbitration will take place in Montgomery County, Texas, or by phone or video if you prefer. Fees follow the AAA’s consumer fee schedule. The arbitrator can award the same individual relief a court could.

Exceptions. Either of us may instead bring an individual claim in small claims court if it qualifies, and either of us may go to court to stop infringement of intellectual property.

No class actions. Claims may only be brought individually, not as a plaintiff or class member in any class, collective or representative proceeding, and the arbitrator may not combine more than one person’s claims. If this paragraph is found unenforceable for a particular claim, that claim goes to court instead of arbitration.

Opting out. You can opt out of this arbitration agreement by emailing us within 30 days of your first order or first use of the site, with your name and a clear statement that you opt out. Opting out doesn’t affect anything else in these Terms.

If you live in the European Union or the United Kingdom, this section doesn’t take away your right to bring a claim in the courts where you live.

These Terms are governed by the laws of the State of Texas, USA, without regard to its conflict-of-laws rules; the Federal Arbitration Act governs section 15. If you’re a consumer living outside the US, you also keep any protections your local law gives you that can’t be waived by agreement.

If any part of these Terms is found unenforceable, the rest still applies. If we don’t enforce a part straight away, we haven’t given up the right to later. These Terms, with our Privacy Policy, are the whole agreement between us about the site and your orders. We may transfer our rights under them as part of selling or reorganizing the business.