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Shipping Policy

We know you cannot wait to receive your new life-changing items – and you won’t have to wait long!

We ship with reliable partners. Learn all you need from the paragraphs below!

COVID-19 notice: Please note that these are average time estimates based on pre-COVID-19 schedules. Against the pandemic background, local delivery companies can work with delays. Note that even if a delay occurs, your package will be delivered. We are taking all the necessary precautions to keep our shoppers safe through following the instructions of the healthcare authorities. The items you order from us are handled in strict compliance with the hygiene norms enhanced mirroring the requirements of the pandemic period.

Shipping time

We will ship your order within 2-3 working days after it is placed.

We offer free shipping to all customers using regular post service. To ensure that your pet gets their new items sooner, we use multiple fulfilment service points in the USA, Europe and PRC, so the exact shipping time depends on your warehouse location where your order will be shipping from.

Here is the approximate shipping time:

If the items ordered are currently out of stock in USA or Europe warehouse, we will deliver it from our warehouse in PRC with Yun Express. It can take 11-21 days.

Please, note that the delivery time may be delayed on red days and public holidays, due to high pressure at the shipping companies.

Tracking your order

When your package leaves our warehouse following the processing step, we will send you an email containing the tracking ID for your order. Note that it can take up to 48 hours before you can see the changes in your package status using the tracking number.

Delays

In the event of unforeseen delays that may occur, delivery times may be extended. Should there be a delay in your delivery or a problem arises that makes it impossible for us to complete the order, e.g. our supplier’s commitment to us cannot be fulfilled, our customer service will notify you of this via email. In most cases, the delivery service does not notify us about eventual delays. We thank you for your understanding of the challenges that the courier services are facing alongside with all of us in these trying times. Orders delayed for more than 35 days are considered lost. Please refer to our Refund Policy for the further instructions.

Transport risks

Ortorex and our shipping supplier are responsible for your goods arriving to you in the best condition. This means that we are responsible for the risk if the product is damaged or destroyed during transport. In the event of transport damage, a complaint must be made immediately, not later than 5 days following the receipt. It is very important when you receive the order that you inspect it if it has been damaged in transit. If you pick up your package from an agent, we recommend you report transport damage to the agent and then contact our customer service.

Lost package

A package is considered lost if it has not arrived in 35 days or longer following dispatching.

Here is what you can do in this case:

a) Wrong address
In case you indicated a wrong address, or made an error filling out the address fields when placing your order, the package will be returned to us. In this case you will pay for the package to be reshipped to the right address.

b) Missing items
If one or more items are missing from your package, you need to file a report no later than 5 days after the receipt. Please include your order number and the names of missing items.

c) Order is delayed at customs
You will have to contact the customs service and find out about the fees due to be paid for the customs clearance. Ortorex’s responsibilities for delivery do not cover dealing with the customs service.

d) Order status “unfulfilled”
Contact us to find out what happened. In case the package is lost, it will be reshipped to you.

e) Order status “delivered”
…but it is not, in reality. Wait for 5 days for the status to update; if it doesn’t, contact us for solutions.

Stolen items

The order status changed to “delivered”, but you never received the package. Contact us within 14 days after the change of the order status, scan the police report for the missing item and attach it to the email you send to us. Please include the police report number also.

Important: falsifying police reports will result in legal action.

Damaged items

Our goal is to ensure that you only get the best quality items that are completely functional and free of manufacturing flaws. Please, report damaged or defective items no later than 5 days after receiving the package. Include the picture where the damages or flaws are seen clearly. Describe the damages, and send the description and photo(s) to info@ortorex.ie. We will review the case and reship a replacement for the damaged item to you or issue a refund.

Jessica
Jessica B.
Customer happiness hero
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Email us: info@ortorex.ie