1. Order Processing

Orders are typically processed within 1–3 business days after payment is confirmed.

Business days generally mean Monday through Friday, excluding applicable public holidays. Processing time is separate from the delivery time that begins after dispatch.

2. Estimated Delivery Time

Estimated delivery time is 7–12 business days after dispatch. This is an estimated transit period rather than a guaranteed delivery date.

Delivery may occasionally take longer because of carrier operations, destination conditions, customs processing where applicable, weather, peak periods or other circumstances affecting transit.

3. Shipping Costs

Shipping costs are calculated at checkout based on the destination and the shipping method available for the order. The applicable shipping charge will be displayed before payment is completed.

4. Shipping Destinations

Available shipping destinations are determined by the options presented during checkout. If checkout does not permit delivery to an entered destination, please contact service@orqasvelo.com for assistance before placing the order.

5. Fulfillment and Dispatch Location

Orders may be fulfilled from our own or partner facilities depending on inventory availability and the delivery destination. The dispatch location may therefore differ from our registered business address.

Our registered business address shown below identifies the legal business operator and should not automatically be used as a product return address.

6. Tracking

Once an order has shipped, available tracking information will be sent to the email address associated with the order. Tracking may require some time to become active after the carrier receives the shipment.

7. Address Changes

Customers are responsible for reviewing the delivery address before placing an order. If an address needs to be corrected, contact service@orqasvelo.com as soon as possible. We will try to assist, but address changes cannot be guaranteed once an order has entered fulfillment or has been dispatched.

8. Delayed Shipments

If tracking has not updated for an extended period or the package has not arrived within the expected delivery period, contact service@orqasvelo.com with your order number. Our support team will review the available tracking information and, where appropriate, investigate the shipment with the delivery provider.

9. Lost Packages

If a shipment appears to be lost, please contact us with your order number and relevant delivery information. We will review the circumstances and provide an appropriate resolution based on the available shipment information and investigation.

10. Package Marked Delivered but Not Received

If tracking shows a package as delivered but you cannot locate it, please check the delivery location, safe areas, household members or building reception where applicable. You may also contact the carrier. If the package still cannot be located, contact service@orqasvelo.com so we can review the issue.

11. Split Shipments

Where an order contains multiple items, products may occasionally be dispatched separately. When separate tracking information is available, it will be provided for the relevant shipment.

12. Customs and Import Requirements

For international deliveries, customs procedures, taxes or duties may apply depending on the destination and applicable law. Any applicable information available to us will be presented during the purchase or delivery process where relevant.

13. Shipping Support

For shipping assistance, contact service@orqasvelo.com and include your order number so our team can locate the relevant order information.