Shipping policy

Payment & Shipping Policy

Payment

Once your order is successfully placed, payment will be securely processed using the payment method you selected through our secure payment processing system.

If an order is canceled due to insufficient inventory, technical issues, or other circumstances beyond our control, the refund will be issued to the original payment method within 5 business days.

Depending on your bank or payment provider, it may take additional time for the refund to appear in your account.

Order Cancellation & Processing Policy

All orders are processed within 3 hours of being placed in order to begin the fulfillment process as quickly as possible.

Therefore:

  • Cancellation requests submitted within the first 3 hours after placing an order may be accepted.

  • After the first 3 hours, your order may have entered the preparation or shipping process, and cancellations or order modifications may no longer be possible.

By completing your purchase, you acknowledge and agree to these conditions.

Shipping Information

Orders are prepared and shipped through our fulfillment and distribution partners.

We work to process and ship orders as quickly as possible while ensuring that your products are delivered safely and securely.

Shipping & Delivery Times

  • Orders are typically processed and shipped within 1–3 business days after payment has been confirmed.

  • The average delivery time is 7–14 business days after shipment.

Delivery times may vary due to holidays, peak periods, customs processing, carrier delays, weather conditions, or other logistical circumstances beyond our control.

Please note that estimated delivery times are not guaranteed delivery dates.

Order Tracking

Once your order has been shipped, you will receive a tracking number by email.

You can use this tracking number to monitor the current status and progress of your shipment.

Please allow some time for tracking information to become available after the package has been handed over to the carrier.

Delivery Issues

Delivery may be unsuccessful due to circumstances including:

  • An incorrect or incomplete shipping address

  • The recipient being unavailable

  • Failure to accept or collect the package

  • Refusal of delivery

  • Other circumstances preventing successful delivery

If a package is returned to the sender or fulfillment facility due to one of these circumstances, additional shipping charges may apply if you request that the order be shipped again.

Any applicable reshipping fees may be the customer's responsibility, and the delivery timeframe may restart once the order is reshipped.

Damaged Packages

We recommend inspecting your package carefully when it is delivered.

If the package appears visibly damaged, crushed, torn, or otherwise compromised:

  • Notify the delivery carrier immediately when possible.

  • Request a damage report from the carrier if available.

  • Contact us as soon as possible with your order number and clear photos of the damaged package and product.

Our team will review the situation and assist you with the next steps.

Contact Us

If you have any questions regarding payment, shipping, delivery, or your order, please contact us:

Company Name: Orthowells

Email: info@orthowells.com