OOLA SHIPPING POLICY

Effective Date: May 8, 2026   |   Last Updated: May 8, 2026

This Shipping Policy describes how Dr. Hank, LLC, doing business as "Oola" ("Oola," "we," "us," or "our"), ships orders placed on oola.com (the "Site"). It is part of our Terms of Service and is incorporated by reference. Capitalized terms not defined here have the meanings given in our Terms of Service. By placing an order, you agree to this Shipping Policy.

We ship only to addresses within the continental United States. We do not currently ship internationally, to U.S. territories, to APO/FPO addresses, or to any state or jurisdiction in which the sale or shipment of our Products is restricted or prohibited. The shipping destinations available at checkout govern your order. See Section 4 (Where We Ship) for details.

Contents

1. Order Processing

2. Shipping Methods and Rates

3. Free Shipping for Subscribers

4. Where We Ship; State Restrictions

5. Tracking

6. Title, Risk of Loss, and Carrier Handoff

7. Lost or Stolen Packages

8. Damaged or Defective on Arrival

9. Incorrect or Undeliverable Addresses

10. Refused or Returned-to-Sender Packages

11. Hot-Weather Shipping; Product Condition

12. PO Boxes; Apartment, Suite, and Business Addresses

13. Delivery Delays and Force Majeure

14. Discreet Packaging

15. Age Verification at Checkout

16. Changes to This Policy

17. Contact Us

1. Order Processing

We work hard to get your order out the door fast. The standard processing schedule is:

• Cut-off time: Orders placed by 12:00 PM ET on a business day are processed and handed to the carrier the same business day. Orders placed after 12:00 PM ET, on weekends, or on federal holidays are processed the next business day.

• Maximum processing window: We will process and hand your order to a carrier within 48 hours, excluding weekends and federal holidays, except during peak season, promotional events, weather delays, or other circumstances disclosed at checkout.

• Business days: Monday through Friday, excluding U.S. federal holidays.

• Confirmation: You will receive an order confirmation email once your order is placed and a separate shipping confirmation email with tracking once it ships.

Order processing time is in addition to the carrier transit time shown in Section 2. We do not guarantee carrier transit times — those are estimates provided by the carrier.

2. Shipping Methods and Rates

We use a mix of major U.S. carriers — including USPS, UPS, and FedEx — and select the carrier and service level for your order based on destination, package size, and current carrier performance. Rates and estimated delivery windows are:

Estimated delivery windows are calculated from the day your order ships, not the day you place it. They are estimates only and are not guaranteed by Oola or by any carrier. Remote ZIP codes, weather events, holidays, and carrier delays may add transit time.

All rates are in U.S. dollars and are calculated at checkout. Applicable sales, use, and excise taxes are calculated separately and are your responsibility.

3. Free Shipping for Subscribers

All active subscription orders ship free, on every recurring shipment, regardless of order size. Free shipping is only available on subscription orders unless we expressly state otherwise. One-time purchases are charged the standard or expedited shipping rate above, except where a specific promotion (with the offer terms disclosed at the time) provides free shipping.

If you cancel your subscription, future one-time orders will be charged standard shipping at the rates above.

4. Where We Ship; State Restrictions

We ship only to street and PO Box addresses within the continental United States, and only to states where the sale and shipment of our Products is lawful. Because our Products contain hemp-derived cannabinoids, including up to 5 mg of tetrahydrocannabinol (THC) per serving, state and local laws regulating where we may ship vary and change frequently.

We do not currently ship to some states. We may also be unable to ship certain Products to certain ZIP codes within otherwise eligible states.

The shipping destinations available at checkout govern your order. If your shipping address is in a jurisdiction we cannot ship to, our checkout will block the order before payment is taken. If an order is nevertheless placed for an address we cannot lawfully ship to, we will cancel the order and issue a full refund.

We do not ship to: international addresses; U.S. territories (including Puerto Rico, the U.S. Virgin Islands, Guam, American Samoa, and the Northern Mariana Islands); APO, FPO, or DPO military addresses; freight forwarders; or any address that we determine in our sole discretion to be high-risk for fraud, diversion, or unlawful resale.

By placing an order you represent and warrant that the purchase, possession, and use of our Products is lawful at your shipping address and that you are at least 21 years old. State, county, and municipal laws change; it is your responsibility to confirm legality in your jurisdiction.

5. Tracking

Once your order is handed to a carrier, you will receive a shipping confirmation email containing a tracking number and a link to the carrier's tracking page. Please allow up to 24–48 hours for the first tracking scan to appear after you receive the email.

If you have not received a shipping confirmation email within 3 business days after placing your order, please first check your spam or promotions folder, then contact us at support@oola.com with your order number.

6. Title, Risk of Loss, and Carrier Handoff

Title to and risk of loss for your order pass to you when the order is handed to the carrier. Once a package is in the carrier's possession, the package is subject to the carrier's shipping policies, terms, and limited liability. We do not control carrier transit times, carrier handling, or carrier delivery decisions.

7. Lost or Stolen Packages

If your tracking has not updated for an extended period or your package is otherwise missing, here is how we handle it:

A. Lost in Transit

A package is considered lost in transit when (a) the carrier confirms the package is lost or has not delivered it, and (b) tracking has not updated for at least 7 business days past the carrier's estimated delivery date. To request a replacement for a lost-in-transit package:

• Contact us at support@oola.com within 30 days of the original ship date with your order number;

• We will open a trace with the carrier; and

• Once the carrier confirms the package as lost in transit, or the trace is unresolved after 7 business days, we will, at our option, ship one replacement at no cost to you or refund your order.

Replacement is limited to one (1) per customer, per order. Subsequent lost-in-transit claims for the same customer or address may be denied or may require a signed delivery confirmation, additional verification, or a different shipping address before we will reship.

B. Marked Delivered, but Missing ("Porch Piracy")

We do not replace or refund packages that the carrier has confirmed as delivered to the address on the order, even if you cannot locate the package. Once a carrier marks a package as delivered, the package is your responsibility.

If your tracking shows "Delivered" but you cannot locate your package, we recommend you:

• Check with neighbors, household members, your building manager, or your front desk;

• Look for a note from the carrier or check less obvious delivery locations (porch, side door, mailbox, package locker);

• Wait 24 hours — carriers occasionally mark packages delivered before the actual delivery; and

• File a missing-mail or stolen-package claim directly with the carrier (USPS, UPS, or FedEx) and, if you believe the package was stolen, with your local police department.

We will provide you with reasonable supporting information to help with your carrier or police claim. We are not responsible for theft, misdelivery to the wrong address by the carrier, or any other loss after the carrier has marked the package as delivered.

C. Additional Coverage

If you are concerned about lost or stolen packages, we recommend providing a secure delivery address (such as a workplace or building with a doorman), using a signature-required upgrade if available, or arranging carrier hold-for-pickup. We do not currently sell separate shipping insurance or third-party shipping protection at checkout.

8. Damaged or Defective on Arrival

If your Product arrives damaged, defective, or with a manufacturing issue, contact us at support@oola.com within 7 days of delivery with:

• Your order number;

• A description of the issue;

• Photos of the damaged Product, the box, and the shipping label; and

• Photos of any damaged outer packaging, if applicable.

We will, at our option, replace the Product at no cost to you, issue a refund to your original payment method, or provide store credit. We may require you to return the damaged Product (with a prepaid label provided by us) before issuing a replacement or refund.

Claims submitted more than 7 days after delivery may be declined.

9. Incorrect or Undeliverable Addresses

Please review your shipping address carefully before submitting your order. Once an order is submitted, we have a very narrow window in which we can change the address before the order is handed to the carrier. To request an address change, contact us at support@oola.com immediately after placing your order.

If a Product is returned to us as undeliverable because the address you provided was incorrect, incomplete, or because the package was unclaimed, we may, at our option:

• Reship the Product to a corrected address and charge you for additional shipping;

• Cancel the order and refund the purchase price minus original shipping; or

• Hold the inventory for up to 14 days while we attempt to reach you, after which we may cancel the order and refund as above.

We are not responsible for orders shipped to addresses entered incorrectly by the customer at checkout.

10. Refused or Returned-to-Sender Packages

If you refuse delivery of a Product, fail to pick up a package held at a carrier facility within the carrier's pickup window, or otherwise cause a Product to be returned to us as "Return to Sender," we will treat the package as an undeliverable address under Section 9. Original shipping charges are non-refundable.

11. Hot-Weather Shipping; Product Condition

Our Products include gummies and similar items that are sensitive to heat. During warmer months and in warmer regions of the United States, packages may be exposed to high temperatures during transit. We package our Products to provide reasonable protection in normal shipping conditions, but we cannot guarantee against melting, softening, or color change caused by extreme or prolonged heat exposure during transit.

You assume the risk of heat exposure during transit. Gummies that have melted, softened, or fused but are otherwise intact and unspoiled are still safe and effective to consume — refrigerating the bottle for 30–60 minutes typically restores texture. We do not issue refunds, replacements, or credits for melted, softened, or aesthetically affected gummies that arrived intact and unspoiled.

If you are concerned about heat during the warmer months, we recommend choosing expedited shipping, providing a shaded delivery location, arranging carrier hold-for-pickup, or scheduling delivery for a cooler week.

12. PO Boxes; Apartment, Suite, and Business Addresses

We can ship to U.S. Postal Service PO Boxes when USPS is the carrier. Orders shipped via UPS or FedEx cannot be delivered to PO Boxes; if your order is routed to a non-USPS carrier and you have provided a PO Box, we may delay shipment while we contact you for a street address. We can ship to apartments, suites, and business addresses — please include your unit, suite, or recipient name to avoid delivery problems.

13. Delivery Delays and Force Majeure

We are not liable for delays in delivery or failure to deliver due to circumstances beyond our reasonable control, including: severe weather; natural disasters; fire; flood; earthquake; epidemic, pandemic, or public health emergency; war or armed conflict; civil unrest; carrier strikes, labor disputes, or service disruptions; postal slowdowns; cyberattack; or any act, order, or regulation of any governmental authority. If a Force Majeure event delays your order, we will use commercially reasonable efforts to notify you and to ship your order as soon as the event ends.

14. Discreet Packaging

We ship orders in plain mailers and outer boxes that do not display "Oola," product names, or any indication of the contents on the exterior. The return address on the outer label may reflect our fulfillment provider rather than "Oola."

15. Age Verification at Checkout

Our Products are intended only for adults 21 years of age or older. By placing an order, you certify that you are at least 21 and that you are placing the order for your own personal use. We may use third-party age-verification tools at checkout, and we may decline or cancel any order where we cannot reasonably confirm that the purchaser is at least 21. If we cancel an order for failed age verification, we will refund any amounts charged.

16. Changes to This Policy

We may update this Shipping Policy from time to time, including to reflect changes in carrier rates, our operations, or applicable law. When we do, we will post the updated policy on this page and update the "Effective Date" and "Last Updated" date at the top. The version of this Shipping Policy in effect at the time you place an order applies to that order.

17. Contact Us

If you have questions about your shipment or this Shipping Policy, please contact us:

Dr. Hank, LLC (d/b/a Oola)

Attn: Customer Support

1402 3rd Ave N

Nashville, TN 37208

Email: support@oola.com

This Shipping Policy is intended as a comprehensive draft for review by qualified legal counsel familiar with hemp / cannabinoid e-commerce, U.S. state shipping restrictions, and applicable carrier and advertising-platform policies. It does not constitute legal advice.