Shipping and returns
How long will it take for my order to arrive?
We process all orders within 1–3 business days.
Average delivery times:
United States: 6–12 business days
Europe: 6–12 business days
Worldwide: 8–15 business days (some remote areas may take up to 20–25 days)
You’ll receive an email confirmation with tracking information once your order has shipped.
How can I track the status of my order?
As soon as your order ships, you’ll get a tracking number by email. You can follow your order directly through the carrier’s tracking page to see real-time updates.
My order seems delayed — what should I do?
Occasionally, customs or local carriers may cause slight delays. If your package is significantly late or shows no tracking updates beyond the expected delivery window, we will provide a reshipment or a full refund. Your satisfaction is always our priority.
What if my order arrives damaged, wrong, or incomplete?
If you receive a damaged item, the wrong product, or if something is missing, please contact us within 30 days of delivery. Simply send us a photo or short video, and we’ll arrange a replacement or full refund — no return required.
Can I cancel or modify my order?
You can cancel or change your order before it is processed and shipped. Once the order has been fulfilled, cancellation is no longer possible.
Do I need to return the product to get a refund?
In most cases, returns are not required. If there is an issue with your order (damage, wrong item, or non-delivery), we’ll take care of it by sending a replacement or issuing a refund after reviewing your case.
What happens if my package is marked “delivered” but I didn’t receive it?
If your tracking shows the order as delivered but you haven’t received it, we recommend contacting your local post office first. In certain cases, we may ask for a non-delivery confirmation from your local carrier in order to provide a refund or reshipment.
Summary
| Situation | Our Solution |
|---|---|
| Processing time | 1–3 business days |
| Shipping time (US/EU) | 6–12 business days |
| Shipping time (Worldwide) | 8–15 business days (20–25 in rare cases) |
| Damaged / wrong / missing item | Refund or replacement |
| Order delayed beyond window | Refund or reshipment |
| Cancel before shipping | Full refund |
| Product return required? | Usually not |
✨ At OrellaUV, we stand behind every product we ship. If something goes wrong, we’ll fix it quickly and fairly — so you can enjoy pure, science-backed oral hygiene with complete peace of mind.