Shipping
Order Processing Time
It will take 1-3 business days to process your order. We ship Monday through Friday, excluding weekends and holidays. Though orders are typically processed within a 1-2 day period, please allow up to 3 business days for orders to process. That means if you order on Tuesday, you can expect the order to be shipped by Friday at the latest.
Your order could in some cases be delayed due to inaccurate or incomplete payment or checkout information, such as a wrong shipping address provided which happens very often.
If a wrong shipping address is provided, we allow 8 hours after purchase for orders to be changed. Please contact us at info@ortenova.com if you need any order details fixed. We are not responsible for any misinformation, such as the wrong shipping address, that is entered by the customer. Please scroll down to Wrong Order Disclaimer to view our policy on this matter further.
Estimated Shipping Time
Once your item/s is dispatched, the estimated delivery time is:
- USA: 6-12 business days
- UK: 7-12 business days
- Australia: 7-12 business days
- Canada: 7-12 business days
- Rest of World: 14-20 business days
Note: Shipping times typically depend on the customs in each country. Some countries will clear packages faster than others, so please take that into account as well.
Shipping times can also in some cases be delayed due to factors outside of our control, such as:
- IR Disputes/Strikes
- Weather Conditions
- Time of Year (e.g. Holiday Seasons)
- Large and/or Bulky Items
- Error on the Shipping Providers side
Should any of the above scenarios occur with your package, we promise to keep you well-informed to the best of our ability.
Tracking
All orders are processed with tracking numbers. You will receive an email with your tracking number when your order is dispatched to the carrier's sort facility. Your order can be tracked on our website's front page
For some shipping companies, it can take anywhere between 3-5 days (this includes the processing time) for the tracking information to update in the system. If your order was placed more than 5 business days and there is still no information on your tracking number, please contact us at info@ortenova.com
Note: After receiving your tracking number, allow up to 24 hours for your tracking information to be updated if you cannot track your order on the first attempt.
International Delivery
Whether or not you'll get charged additional money from the customs in your country is out of our control. When you order an item from our store, you acknowledge that there's a possibility of additional charges once the package reaches your country. Please contact your country's customs office if you wish to learn more about the specific rules of your location.
Note: We are not responsible for any delays that may/may not be caused by the customs clearance processes in the destination country. Additionally, shipping to certain countries could require extra shipping fees due to the geographical location.
Wrong Address Disclaimer
It is the buyer's responsibility to make sure that all shipping information is correct. We have a strict shipping schedule and therefore won't always be able to make changes to the shipping address. Please always double-check the address you are entering before checking out. We will not be held responsible for packages sent to the wrong address.
If your order is already processing or has already shipped, we will be unable to make changes to the destination address. At that point, what we can do is wait for the package to be returned to us before we can re-ship your item to the correct address.
Note: Any item returned to our warehouse and re-shipped as a result of providing the wrong address or wanting a different style/ size will attract a shipping fee paid by the customer.