FAQ
Orders and Shipping
▸ Where does Orivellane ship?
We ship to the 48 contiguous United States and Washington, D.C. We do not ship to Alaska, Hawaii, U.S. territories, Armed Forces addresses, or international destinations.
▸ How much does shipping cost?
Standard shipping is free within our shipping area. Any applicable taxes are shown at checkout.
▸ How long will my order take to arrive?
Handling is estimated at 1–2 business days and transit at 4–5 business days. Total estimated delivery is 5–7 business days from the date you place your order. Business days exclude weekends and U.S. public holidays. Delivery times are estimates, not guarantees.
▸ When will I receive tracking information?
We will email the available tracking information when your order ships. If you cannot find the email, check your spam folder or contact support@orivellane.com with your order number.
▸ What should I do if tracking is not updating?
Email support@orivellane.com with your order number. Contact us if a tracking number remains incorrect for 4 business days, tracking has not updated for more than 7 business days after the label was created, or delivery is more than 5 business days past its estimated date.
▸ Can I change my shipping address?
Email support@orivellane.com as soon as possible. We will try to update the address before shipment, but a change cannot be guaranteed once fulfillment has begun.
▸ What if tracking says delivered but I cannot find the package?
Check the delivery area and ask anyone who may have accepted it. Then email support@orivellane.com with your order number. We will review the order address and available carrier information before deciding the claim.
For complete shipping terms, review our Shipping Policy.
Returns, Refunds, and Product Issues
▸ What is the return or claim window?
Contact support@orivellane.com within 30 days of delivery to report an item that arrived damaged, defective, incorrect, incomplete, or materially different from its description.
▸ How do I report an item issue?
Email your order number, a description of the issue, and clear photos to support@orivellane.com. We may also request photos of the outer package and shipping label, or a short video where relevant.
▸ Can I return an item because I changed my mind?
No. We do not accept non-defective returns or exchanges for a change of mind, personal preference, or an order placed by mistake. This does not limit rights available under applicable law.
▸ What if my item is damaged, defective, incorrect, or incomplete?
Contact us within 30 days of delivery. We will review your evidence and explain whether a refund or replacement is available. Damaged or defective items generally do not need to be returned.
▸ Is return shipping free for an approved item issue?
Yes. If an approved item issue requires a return, we will provide a prepaid return label and instructions. Do not mail an item back before contacting us.
▸ Where should I send a return?
Contact us first. If a return is approved and required, we will provide the return address and instructions. Do not send a package to our fulfillment location without authorization.
▸ When will I receive my refund?
For an approved claim with no return required, we aim to initiate a refund within 3 business days of approval. If an approved return is required, we aim to initiate it within 3 business days after return tracking shows the package in transit. Your payment provider may take additional time to show the credit.
For complete terms, review our Return & Refund Policy.
Payments and Support
▸ What payment methods do you accept?
Currently enabled methods include Visa, Mastercard, American Express, Diners Club, Discover, Maestro, UnionPay, Shop Pay, Apple Pay, and Google Pay. The methods available for your device and order are shown at checkout.
▸ How can I contact Orivellane?
Email support@orivellane.com, use our contact form, or use the live chat button on our website. Support hours are Monday–Friday, 9:00 AM–5:00 PM Eastern Time (ET), excluding U.S. public holidays.