FAQs

Welcome to the Ordelio FAQ page. Here you'll find answers to common questions about orders, shipping, returns, payments, customer accounts, and support. For more detailed information, please visit the relevant policy pages linked below.

Shipping & Orders

Q: Where do you ship?

A: We currently ship to addresses within the United States only.

Q: Do you charge for shipping?

A: No. We offer free standard shipping on all orders delivered within the United States.

Q: How long does delivery take?

A: Orders are typically processed within 1–2 business days. After dispatch, transit usually takes 7–15 business days. The estimated total delivery time is 8–17 business days.

Q: When will my order be processed?

A: Orders are processed Monday through Friday. Orders placed before 4:00 PM (GMT-08:00) Pacific Time begin processing according to our normal processing schedule. Orders placed after the cut-off time, on weekends, or public holidays are processed on the next business day.

Q: How can I track my order?

A: Once your order has shipped, you will receive tracking information by email. You can also track your shipment anytime through our Track Your Order page.

Q: When will my tracking information become available?

A: Tracking information usually becomes active within 24 to 48 hours after your order has been dispatched.

Q: Can I change my order after placing it?

A: Yes. Order modifications can be requested within 2 hours of placing your order. After that time, changes may no longer be possible.

Q: Can I cancel my order?

A: Yes. Orders may be cancelled before fulfillment begins. Once fulfillment has started, cancellations are no longer available.

Q: What should I do if my package is delayed?

A: Delivery delays may occasionally occur due to weather, carrier operations, holidays, or other unforeseen circumstances. If your order is significantly delayed, please contact our support team for assistance.

Q: What happens if my package is lost?

A: If your shipment appears to be lost, we will work with the shipping carrier to conduct an investigation before determining the appropriate resolution.

Returns & Refunds

Q: What is your return policy?

A: Eligible items may be returned within 30 days from the delivery date, provided they meet the conditions outlined in our Return & Refund Policy.

Q: Can I return an item if I change my mind?

A: Yes. Change-of-mind returns are accepted if the item is unused, in its original condition, and includes the original packaging, tags, and accessories where applicable.

Q: Who pays for return shipping?

A: We provide a prepaid return label for defective, damaged, or incorrect items. For change-of-mind returns, the customer is responsible for return shipping costs.

Q: Do you offer exchanges?

A: No. We do not offer direct exchanges. If your return is approved, you may place a new order for the item you would like instead.

Q: What should I do if my item arrives damaged?

A: Please contact us within 48 hours of delivery and provide your order number along with clear photos of the damaged item and its packaging.

Q: What should I do if I receive the wrong item?

A: Contact our customer support team as soon as possible. We will review your request and provide return instructions if applicable.

Q: How long does it take to receive a refund?

A: Approved refunds are generally processed within 10 business days after the returned item has been inspected. Your payment provider may require additional processing time.

Q: What should I do if my refund is delayed?

A: Please check with your payment provider first. If you still have concerns, contact our support team and we'll be happy to assist you.

Q: Which items cannot be returned?

A: Used products, items damaged after delivery, products missing their original packaging, gift cards, and personalized products (where applicable) are not eligible for return.

Payments, Accounts & Support

Q: Which payment methods do you accept?

A: We currently accept payments through PayPal.

Q: Is my payment information secure?

A: Payments are processed securely through PayPal. Ordelio does not store your complete payment information on its servers.

Q: Do I need an account to shop?

A: Customer accounts are available to help you manage your orders and account information. You may create an account during the shopping process if you wish.

Q: I forgot my account password. What should I do?

A: Use the password reset option on the login page. If you continue to experience difficulties, please contact our support team.

Q: Do you offer live chat?

A: Yes. Our live chat service is available 24 hours a day, 7 days a week for general assistance.

Q: How can I contact customer support?

A: You can reach us by email or through our contact form. We aim to respond within 24 to 48 business hours.

Q: Where can I find your store policies?

A: You can view our policies using the links below: