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!

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 fulfillment points in Canada and PRC to guarantee the shortest delivery time. The estimated delivery time is 3-10 days.

We always send the order from the nearest warehouse, but if the items ordered are currently out of stock in the Canada warehouse, we will deliver it from our warehouse in PRC directly with Yun Express post service. Then the estimated delivery time is 9-21 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.ca 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 have 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.

Refused Packages

Please note that refused packages — and those that are not received due to negligence on the part of the recipient (e.g. incorrect or incomplete address, failure to collect the parcel) — are not refunded. 

Return Policy

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