Shipping policy

Shipping Policy

Where We Ship: OrellaUv is proud to offer global shipping. We ship to virtually all countries worldwide, including our primary markets in the European Union, United Kingdom, United States, Canada, Australia, and many more. No matter where you are, we will do our best to get our product to your doorstep. (Note: Due to carrier or legal restrictions, we may not be able to ship to a few specific regions or countries. If we cannot ship to your location, we will notify you at checkout or reach out promptly.)

Order Processing Time: After you place your order, our fulfillment process kicks in. Processing time is typically 1–3 business days from the time you place the order. During this stage, we are confirming your payment, preparing your items, and packaging them securely. In peak seasons or holidays, processing might extend to up to 5 business days, but this is rare. We perform quality checks on every OrellaUV device before shipment – ensuring it meets our standards for performance and safety. Once your order ships, you will receive a confirmation email.

Shipping Transit Times: Delivery times depend on your location. Since we fulfill orders via Zendrop’s global network, many products ship from our overseas warehouse (for example, in Shenzhen, China) straight to you. Below are estimated delivery times for some key regions:

United States & Canada: Approximately 7–15 days transit time. Major US cities often receive packages in about 8–12 days. Remote areas might be closer to 15-20 days.

Europe (EU countries & UK): Approximately 7–15 days transit time as well. Many EU customers see delivery in roughly 8–12 days (e.g., to Germany ~9–10 days on average). The UK is often around 1–2 weeks.

Australia & New Zealand: Typically around 10–15 days.

Asia: If shipping to countries in Asia, estimated at 6-12 days depending on the country.

Other Regions: Latin America, Middle East, Africa: Times can vary widely. Expect anywhere from 2 to 4 weeks as a cautious estimate. For example, Brazil might be ~3 weeks; Middle Eastern destinations like UAE around ~11 days; Africa (e.g., South Africa) around 2–3 weeks. We can ship to most of these locations, but local customs can affect timelines.

Please note that the above are average estimates – many orders arrive sooner, but we prefer to set realistic expectations. Business days exclude weekends and holidays. If you order on a weekend or holiday, processing begins on the next business day.

Tracking Your Order: We provide tracking for all orders. Once your order ships, you will receive an email with a tracking number and a link to track the shipment status. This tracking number becomes active once the package is handed to the shipping carrier (which may take 1-2 days after you receive the notification). You can use this link to get real-time updates on your parcel’s journey. If you create an account at our store, you can also find tracking information in your order history. Feel free to contact us if you have any trouble tracking your package – we’re happy to help interpret tracking updates or provide updates from our side.

Shipping Methods: We use standard international shipping by default, which is the most cost-effective. This often involves trusted global carriers or local postal partners in your country (for example, USPS in the US, Royal Mail in the UK, Canada Post in Canada, etc., after the package clears customs). In some cases, we might use express shipping options. If we do offer multiple shipping speed options at checkout, you will see them listed (with any additional costs). Currently, most orders are sent via standard shipping to keep it free or affordable for customers.

Shipping Costs: We aim to offer free or affordable shipping. For many regions, we offer standard shipping on our products (this will be indicated at checkout). If a shipping fee applies, it will be calculated and shown to you during checkout before you finalize payment. We never add hidden handling fees beyond what is shown. Occasionally, we run promotions for free upgraded shipping; keep an eye on our homepage for any such offers.

Customs, Duties & Taxes: Since we ship globally, your order may cross international borders.

For customers in the European Union, as a Croatia-based business, we comply with EU VAT rules. VAT is included in the purchase price for EU deliveries, and we endeavor to ship using the Import One-Stop Shop (IOSS) or similar arrangements so that you should not have to pay additional import VAT or duties on delivery for orders under the EU low-value threshold. For orders above €150, import VAT or duties may apply upon delivery, as IOSS does not cover high-value imports.

For customers in the USA, most of our products fall below de minimis import value, so no import taxes or duties are typically charged to you. The price you pay at checkout is final. In the rare case that customs fees apply, you would be responsible for them, but again this is uncommon for our product category.

For other international customers (Canada, Australia, etc.): Import taxes, duties, or customs fees may be charged by your country when the package arrives, especially for higher-value orders. These charges (if any) are the customer’s responsibility. Unfortunately, we can’t predict or cover these fees since they are imposed by your local government. We recommend checking your country’s import tax policies if you’re unsure. We will do our best to minimize any hassle – all packages are labeled properly with product value and details to smooth customs clearance. If you need any documentation from us to facilitate customs, let us know.

Packaging: Your OrellaUV product will be packaged securely to protect it in transit. We may sometimes use eco-friendly packaging materials that are recyclable. The package you receive could be a branded OrellaUV box or a neutral protective package. Don’t be surprised if the parcel has an international origin label (since we ship from our global warehouse). In some cases, the return address on the label might be our fulfillment center’s address in Asia or the US – this is normal for our logistics setup.

Delivery Issues: While we partner with reliable carriers, occasional issues can happen in transit:

Delayed Delivery: If your order is taking longer than expected, please first track it to see if it’s perhaps held in customs or experienced a routing delay. Factors like customs clearance, international holidays, or pandemic-related disruptions can add a few days. We kindly ask for your patience if this occurs. However, if more than 3 weeks (21 days) have passed and you still don’t have your order (or 6 weeks for some remote countries), please contact us. We will investigate with the carrier. If an order is lost in transit or significantly delayed beyond 60 days internationally (or 45 days for US domestic) from the ship date, we will offer you a full refund or a free reshipment, per our policy. Your trust is important, and we take responsibility for ensuring you either receive your product or get your money back.

Tracking Says Delivered, But You Didn’t Receive It: Occasionally, a package might be marked as delivered before it actually arrives, or it could be misdelivered. If the tracking shows delivered and you don’t have it, please: (a) check around your property and with neighbors in case it was left somewhere safe; (b) contact your local postal office or carrier (sometimes they can provide GPS delivery confirmation or details); and (c) let us know. We may ask you to sign a simple non-receipt declaration so we can file a claim with the carrier. Once confirmed, we will make sure you get your product – either by reshipping immediately or by issuing a refund if a replacement isn’t possible.

Damaged on Arrival: If your package arrives and the product is damaged (despite our careful packaging), please take photos of the damage and contact us right away. This overlaps with our Return Policy: we will either send a new item or refund you in full for any items damaged in transit. You will not need to ship the broken pieces back in most cases; evidence is sufficient.

Incorrect or Missing Items: In the unlikely scenario you receive the wrong product or something is missing from your order, we apologize. Let us know and we will fix it immediately. We may ask for a photo to verify the incorrect item, and then we’ll send out the correct item right away (or refund you, if you prefer). Missing item from a multi-item order? We might have shipped in separate parcels – check the tracking details or with us, and if something truly was left out in error, we’ll ship it free of charge ASAP.

Returns for Orders in Transit: If you change your mind about your purchase after we’ve shipped it, you can refuse delivery or mark it “Return to Sender.” Once it comes back to us, we’ll process your refund minus any return shipping if that is billed to us. It might be faster, however, to accept the package and then follow our normal return process (which may end up cheaper for you). Contact us if you’re in this situation and we can advise the best course.

Special Notes:

Holiday Season: During high-volume periods like Christmas/New Year (November–December) or large shopping events, shipping can be slower. Carriers and customs handle much higher volumes, so even our average times might extend by a few days. We recommend ordering a little earlier for gifts. We will post notices on our site if cut-off dates apply for holiday delivery.

Pandemic or Unforeseen Events: We learned during COVID-19 that global logistics can be disrupted unexpectedly. If there are any global events (pandemics, natural disasters, geopolitical issues) that could affect shipping, we will keep customers updated on any delays or changes in shipping methods. Your understanding in such rare cases is appreciated.

Shipping Address: Please double-check your shipping address at checkout. An incorrect or incomplete address can cause delays or returns. We are not responsible for packages that are undeliverable due to address errors provided by the customer. However, if you catch a mistake in your address after ordering, contact us immediately. We can often correct it before it ships. Once shipped, address changes are usually not possible (or may incur a rerouting fee by the carrier).

Our Shipping Policy is designed to be transparent and customer-friendly. We know that getting your product in a timely manner is crucial, and we take that responsibility seriously. If you have any questions or special requests regarding shipping, please reach out to us at info@orellauv.com or support@orellauv.com – we’ll be happy to assist.