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Shipping Policy

We know you cannot wait to receive your new life-changing items – and you won’t have to wait long!

We ship with reliable partners. Learn all you need from the paragraphs below!

COVID-19 notice: Please note that these are average time estimates based on pre-COVID-19 schedules. Against the pandemic background, local delivery companies can work with delays. Note that even if a delay occurs, your package will be delivered. We are taking all the necessary precautions to keep our shoppers safe through following the instructions of the healthcare authorities. The items you order from us are handled in strict compliance with the hygiene norms enhanced mirroring the requirements of the pandemic period.

Handling time

All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in the shipment of your order, we will contact you via email or phone.

Shipping policy

Ortorex offers free shipping on all customer’s orders. We use multiple fulfilment points in UK and PRC to guarantee the shortest delivery time. The estimated delivery time is 4-12 days.

We always send the order from the nearest warehouse, but if the items ordered are currently out of stock in the UK warehouse, we will deliver them from our warehouse in PRC directly. Then the estimated delivery time would be 7-18 days.

Please, note that the delivery time may be delayed on red days and public holidays, due to high pressure at the shipping companies.

Shipment confirmation & Order tracking

You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 48 hours. 

Customs, Duties and Taxes

ortorex.uk is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).

Damages

If you received your order damaged or defective items, please contact us no later than 5 days after receiving the package. Include the picture where the damages or flaws are seen clearly. Describe the damages, and send the description and photo(s) to [email protected]. We will review the case and reship a replacement for the damaged item to you or issue a refund. Please save all packaging materials and damaged goods before filing a claim.

Lost Packages

We draw your attention to the fact that lost package is an extremely rare situation in our company. We had just a couple of cases of lost orders for all years of our successful store operation.

Order delayed for 60 days is considered lost. All “Lost orders” are fully refundable. Please refer to our Refund Policy for further instructions on how to report this case and get a refund.

Return Policy

Our Refund Policy provides detailed information about options and procedures for returning your order.

Jessica
Jessica B.
Customer happiness hero
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