Shipping policy
Shipping Policy
Thank you for shopping with OrthoraX. This Shipping Policy explains how orders are processed, delivered, tracked, changed, and canceled.
Order Processing
Orders are normally processed within 2 business days after payment has been successfully confirmed.
Orders placed on weekends or public holidays will begin processing on the next business day.
During high-demand periods, promotions, or holidays, processing may take slightly longer. Once your order has been prepared and shipped, you will receive a shipping confirmation email with tracking information.
Estimated Delivery Time
After the order has been processed and dispatched, estimated delivery takes:
6–10 business days
The total estimated time from placing your order to delivery is therefore approximately 8–12 business days.
Delivery estimates begin after the package has been handed over to the shipping carrier. Weekends and public holidays are not counted as business days.
Delivery times are estimates and may be affected by:
- Carrier delays
- Severe weather
- Incorrect or incomplete addresses
- Customs inspections
- High-volume shopping periods
- Events outside our reasonable control
Order Tracking
Once your order has shipped, tracking information will be sent to the email address used during checkout.
Tracking updates may take up to 48 hours to appear after the shipping confirmation has been issued.
Customers are responsible for monitoring tracking updates and ensuring that someone can receive the package where necessary.
Order Cancellations
Orders may only be canceled on the same calendar day they were placed, provided that the order has not already entered processing or been shipped.
To request a cancellation, contact us immediately at:
Please include your full name and order number.
Cancellation requests are not guaranteed because orders may enter processing shortly after being placed.
Once an order has been prepared, dispatched, or is already in transit, it cannot be canceled or recalled. After delivery, you may request a return under our 30-day Return and Refund Policy.
Changes to an Order
Address, size, color, or product changes must be requested as soon as possible on the same day the order is placed.
We cannot guarantee that changes can be made after an order has entered processing.
Once the package has been shipped, we cannot:
- Change the delivery address
- Change the selected products
- Change the size or color
- Redirect the package
- Cancel the shipment
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
OrthoraX is not responsible for delivery problems caused by:
- Incorrect street addresses
- Missing apartment or unit numbers
- Incorrect postal codes
- Misspelled recipient names
- Incorrect email addresses or phone numbers
If a package is returned because the address provided was incorrect or incomplete, the customer may be responsible for additional shipping costs before the package can be sent again.
Packages Marked as Delivered
If tracking shows that your package has been delivered but you cannot locate it, please:
- Check around the delivery location.
- Ask household members or neighbors.
- Check with your building reception or mailroom.
- Contact the shipping carrier using the tracking number.
If the package still cannot be found, contact us at info@orthorax.com. We will review the available tracking information and assist where possible.
A carrier’s delivered status does not automatically guarantee that a replacement or refund will be issued.
Lost or Delayed Packages
If tracking has not updated for an extended period or the package appears to be lost, contact us at:
Please include your order number and tracking number.
We may need to contact the carrier and complete an investigation before determining the appropriate resolution. Carrier investigations may take several business days.
Damaged or Incorrect Orders
Please inspect your order after delivery.
If your order arrives damaged, defective, or different from what you purchased, contact us promptly at info@orthorax.com and provide:
- Your order number
- A description of the issue
- Clear photographs of the product
- A photograph of the shipping label and packaging
We will review the issue and provide an appropriate resolution.
Customs, Duties, and Taxes
Depending on the delivery destination, customs duties, import taxes, or local handling charges may apply.
Unless explicitly collected during checkout, these charges are the responsibility of the customer and are not controlled by OrthoraX.
Delays caused by customs processing are outside our direct control.
Returns After Delivery
Orders that have already shipped cannot be canceled. Once the order has been delivered, customers may request a return within 30 days of delivery, subject to our Return and Refund Policy.
Return shipping costs are the responsibility of the customer unless the item arrived damaged, defective, or incorrect and we confirm otherwise.
Contact Us
For shipping, tracking, address changes, or cancellation requests, contact:
Email: info@orthorax.com
Please include your order number so our support team can assist you more quickly.