SHIPPING AND TRACKING A PACKAGE
We (including any partners and/or subcontractors, collectively, “we/us/our”) ship all products purchased through this site (Site) to US addresses in the 48 contiguous states including PO boxes, excluding Alaska, Hawaii, US territories, FPO/APO.
Shipping methods and costs are displayed at the checkout. Shipping costs are flat rates based on the selected method.
We usually process orders within 1 to 2 business days. This time period is added to the shipping time below.
Orlane offers the following shipping methods for products purchased through this Site:
- USPS Priority or First Class (always with tracking)
- 2 Day Fedex
- 2 Day Fedex Standard Overnight
Please note PO Box orders will be shipped via USPS only. Shipping rates include residential surcharge from shipping carriers.
We reserve the right to choose a different method if necessary, including to add signature on delivery for items exceeding a certain value.
We offer to track orders that have shipped: Once an order has been confirmed, you will receive an email notification including the shipping carrier tracking number and a link to real time updates.
To ensure the best customer experience, we will gladly accept the return of product(s) purchased on this Site. Product(s) must be received in their original packaging and within 30 days from the date of purchase (actual online check out date).
Please call our customer service at 1-800-216-1865 and we will send you a prepaid return shipping label. Do not use any other shipping label as we will not reimburse such shipping cost. Once we receive your returned item(s), we will send an e-mail confirmation and process your return. Please allow up to 4 weeks to refund your credit card.
The original order shipping costs will not be reimbursed unless a product is verified as being defective, was received damaged, or was not the correct item ordered.
Any gifts, miniatures, samples received with qualifying product need to be return as well.
Items purchased on this Site may not be exchanged. Please return your product and a credit card refund will be issued based on this Return Policy. A new order must be placed to receive your replacement item.
All products purchased on this Site must be returned through this process and may not be returned to any other store selling Orlane products. Orlane Products purchased anywhere else may not be returned to this Site.
TO RETURN YOUR PRODUCT(S):
1.Place the product(s) to return and the completed Return Form in the original box. The Return Form can be printed from this page (see form at the bottom).
2. Call our customer service to receive a Return Shipping Label (free of charge).
3. Place the Return Shipping Label on the outside of the package.
4. Drop the return package at the carrier location.
If you need further assistance, we will be glad to help you by phone. Our customer service is available Monday - Friday from 8 am to 9 pm EST at 1-800-216-1865.
For information about an order status: it is updated in real time in My Account section.
You may find answers immediately to your questions by clicking here.
For any other questions, we are available from 8 am to 9 pm (EST) by phone at 1-800-216-1865 or you can fill in the form below and we will reply via e-mail or phone: