Shipping
Shipping
By placing an order through our website (https://orthexa.com), you agree to the terms and conditions outlined below, as well as our Terms of Service. These policies are designed to ensure both parties are aware of and agree upon this arrangement to protect mutual interests and set clear expectations.General
Stock Availability: While we strive to maintain accurate stock levels on our website, occasional discrepancies may occur. If we are unable to fulfill all items in your order at the time of purchase, we will dispatch available products and contact you regarding the back ordered item. You can choose to wait for restocking or opt for a refund of the out-of-stock item.Shipping Costs
- Calculation of Shipping Costs: Shipping costs are calculated during checkout based on the weight, dimensions, and destination of the items in your order.
- Payment for Shipping: Shipping payment is collected with your purchase unless otherwise stated (e.g., a free shipping offer).
- Final Shipping Cost: The shipping cost displayed at checkout is the final amount you will pay.
Delivery Terms
Transit Time
- Within the EU: Orders may be in transit for 1–10 days, depending on product availability and the specific product chosen.
- Outside the EU: There are no predefined transit times; shipping duration varies by the destination country and the courier used.
Dispatch Time
- Order Processing: Orders are typically dispatched within 1–2 business days once payment is confirmed.
- Warehouse Operations: Our warehouse operates Monday–Friday during standard business hours, excluding national holidays. We strive to minimize delays during any closures.
Change of Delivery Address
- If you need to change your delivery address, please contact us before your order is dispatched. Once an order is shipped, we cannot alter the delivery address.
Items Out of Stock
- If an item in your order is out of stock, we will hold your entire order until the item is restocked. During this time, in-stock items will be reserved.
Delivery Time Exceeded
- If your order’s delivery time has exceeded the estimated timeframe, please contact us at [email protected] so we can investigate.
Tracking Notifications
- Upon dispatch, eligible customers will receive a tracking link to monitor their shipment’s progress. The shipping carrier provides updates.
Parcels Damaged in Transit
- If damage is visible: Please refuse the parcel and notify our customer service.
- If delivered without your presence: Please contact customer service immediately at [email protected] with details and photos (if possible).
Duties & Taxes
Sales Tax
- Sales tax is already included in the displayed price of goods on our website, where applicable.
Import Duties & Taxes
- International shipments may incur import duties and taxes upon arrival in the destination country. Costs vary by country, and it is your responsibility to be aware of these potential charges before placing an order.
- If you refuse to pay duties and taxes, the shipment will be returned to Orthexa at your expense. A refund for the goods will be issued minus the return shipping cost. The original shipping cost will not be refunded.
Cancellations
- If you change your mind before receiving your order, you may cancel the order anytime before dispatch. Once the order has been shipped, please refer to our Returns & Refunds Policy.
Insurance
- All parcels are insured for loss and damage up to the value stated by the courier.
Process for Parcel Damaged in Transit
- We will issue a refund or replacement once the courier completes their investigation into the claim.
Process for Parcel Lost in Transit
- We will process a refund or replacement once the courier deems the parcel lost after their investigation.