Shipping Policy

We process orders between Monday and Friday. Orders placed over holidays and weekends will be processed in the following business days. We only ship to US, Canada, UK and the Shipping fee is free for all orders. The time frame for order delivery is divided into two parts:

Processing Time: Order verification, quality check, and packaging. Each item on our site has estimated processing time based on the specific characteristics of the product.
Shipping Time: This refers to the time it takes for items to ship from our warehouse to the destination. It usually takes 2-5 business days. However, factors such as delayed logistics, weather, or customs clearance may have an impact on the delivery time.

    Please note that these are estimated delivery times only; therefore, ORLANA store cannot guarantee delivery dates.

Small parcel items ship via UPS, FedEx, or USPS and generally take 9-13 business days to arrive. Please notice the vast majority of our items ship with no signature required, but this is always done at the discretion of the delivery driver.
Larger freight items ship via truck with curbside service and generally take 1-2 weeks to arrive. With this self-service delivery option, the truck driver will pull up to the curb in front of your home or building, and you’ll need to move the goods inside your home once the driver has unloaded the items from the truck. If you live in an apartment or think you’ll need assistance getting your order into your home, be sure to arrange friends or family-members support or consider upgrading to a White Glove service described below.

    If you haven’t yet received a tracking number, that means we’re working on processing your order. Your tracking number will be sent via email as soon as your order leaves our warehouse.
    To track your order, please visit url tracking in email notifications we send to you. if you don’t receive email then please contact us to get re-send email.
    Please ensure all delivery information is correct. If there is incorrect and missing information, we may be required to contact you to update the delivery information, which may cause delays in delivering your order. Delays may also occur as a result of customs clearance.
    Please note, should an order shipped to you be returned to us due to either being refused, unclaimed, or because of an incorrect shipping address you had given us, you will be responsible for the 2-way shipping cost of the order and a 15% restocking fee.
    We are not directly responsible for lost or stolen packages, but we will be happy to help you file a claim with the shipping company. You must contact us immediately if the shipment was not received within 48 hours of the delivery date shown by the shipping service. All requests must be made within 15 days of the shipment date for any possibility of a claim.

If the tracking information states that your items have been delivered, but you have not received it, please check around your neighborhood if another home received it by mistake.

The delivery vehicle has GPS that sometimes automatically updates a shipment as “delivered” prematurely. Wait another business day because the package was most likely marked as delivered accidentally and will arrive the following day.

If the parcel does not show up (an infrequent occasion), please call the shipping carrier and file a claim. You can call the UPS, FedEx, or USPS Hotline to file a claim, or you can do it online. Your package comes insured by the USPS, FedEx, or USPS, and they are liable for misdelivered or stolen property in most cases.

    Order delivery can be delayed due to acts of nature: ORLANA store shall not be liable and will not issue any refund or credit if an order delivery is delayed due to causes beyond the shipping carrier’s control, including, but not limited to: acts of God, natural disasters or weather delays.
    When shipping non-freight items to Canada, ORLANA only uses Expedited and Express Saver which includes the brokerage fees in the shipping charge. This total does not include the Goods and Services Tax (GST) or customs duties which will be due upon receipt of delivery.

Please keep in mind that freight shipping is often required for heavy or oversized items, including large lighting fixtures and furniture. Freight shipping takes approximately 5-7 business days and may not be expedited. If you are purchasing items that ship by freight to Canada, then additional charges will apply. After you place your order we will send you a shipping quote via email within two business days. Once you have approved the quote, the freight item(s) on your order will be processed.