SHIPPING & RETURN POLICY
Update Q1 2023
The OROA Group is still experiencing delays due to global supply chain disruptions, with longer than normal delivery times. Some goods are susceptible to prolonged processing and shipment timeframes because of container shortages, port congestions and carrier shipping limitations.
We assure you that our team is working hard to get your items delivered in a timely manner.
Should you have any questions, please don't hesitate to contact us.
OROA Trade is now going green with our shipping partner - Freight Club! Our shipping partner will plant a tree for every shipment booked. Enjoy free eco-friendly shipping - at no cost to you. Save the planet one purchase at a time.
Standard Shipping - Curbside Delivery
Free Curbside Shipping on US orders over $1500. Most accessories and lighting will be sent by UPS. Larger items and furniture will be delivered to the outside of your home or building.
Room of Choice
This includes inside delivery, in room of choice, and is available at checkout (US clients ONLY). This service is subject to availability based on your address/type of residence and what type of furniture needs to be delivered inside.
White Glove Delivery
This includes inside delivery, room of choice and packaging removal and light assembly, is available upon request (US clients ONLY).
Mexico & Canada: Orders are shipped for free to a freight forwarder in the US. Clients will be responsible to bring the items in their country. In case of large orders we can provide quotes to ship a container directly in Mexico or Canada and clients will still be responsible for import and custom duties.
For all shipments outside of the US or EU clients might be responsible for any applicable import and custom duties.
If you need to update your delivery address once your order is already on its way, you will be charged a rerouting fee.
All products are custom ordered from Europe, and cannot be cancelled 24 hours after you receive your order confirmation. Shipping times may vary depending on the country of origin and stock.
Leading up to delivery day, our delivery partners will contact you to arrange a window of time that you can expect your order. Be sure to carefully measure your door frames and hallways to determine the best path for your new furniture. If we are unable to get your furniture into your home, you will be responsible for the return shipping fees. Upon arrival, our delivery partners will arrange your package in accordance with your selected shipping option. Make sure that all boxes are in good condition, if there's any damage to the box please open the box prior to signing and if you see any damage please notate this on the receipt. You have 72 hours to inspect the product and report any damage.
Small items sent by UPS, these will be delivered as soon as possible, and the courier will not call ahead in advance to schedule delivery. Courier deliveries do not require a signature upon delivery and your package will be left on your doorstep if you are not available to receive it.
Orders can only be cancelled within 24hrs of the time stamp on your order confirmation.
If you want to cancel an order, you must notify us by email at email@example.com. All order cancellation requests are subject to approval.
Orders may be returned within 7 days of receipt for a refund equalling the purchase price minus both a 10% restocking fee and return shipping costs. To request to return an order, send an email to firstname.lastname@example.org with your name, order number, and reason for returning. If you return request is approved, you will receive an email confirming the return and next steps.
The following items are excluded from our return policy:
- assembled products
- used items or items without original packaging
- final sale items
- international orders and orders outside of the contiguous US
DAMAGE - SPARE PARTS
- Make sure to retain the package and packaging materials from our products to successfully address your claim.
- Submit clear photos of the exterior and internal packaging and the issue that is being reported, along with a photo of the shipping mark (the white sheet on the box with the barcode)
- Finally, provide a brief explanation of the issue and how it occurred.
This return policy only applies to contiguous US. For any other country the returns policy do not apply and sales are final.
In the unlikely event your product arrives damaged, please email photos to email@example.com, or call our customer care team at 1-844-844-OROA.