Shipping and Returns Policy
ALL domestic orders qualify for free shipping within the 50 states including Puerto Rico and the U.S Virgin Islands. All orders are shipped within 1 to 5 business days after payment (not taking into consideration COVID or weather delays). All orders are shipped via USPS First Class Mail which guarantees delivery between 3-6 business days unless 2 or more products are purchased which would qualify for a free upgrade into USPS Priority Mail which guarantees delivery between 2-4 business days. The week of November 22-27 we will not be working as well as the week of December 20-25 & January 2-9. All orders are shipped in a sealed private envelope for your privacy and convenience.
Disclaimer: USPS or nature events are out of our control.
International shipping is only available for Canada, Europe and Mexico. The rate would be the one that USPS or UPS is processing at the moment for USPS Priority Mail International which would be from 6-10 business days delivery. Custom charges will be covered by us.
ALL our Orlena vibrators come with a 1 year warranty for manufacturer defectiveness. Please contact us at CustomerSupport@Orlena.co for warranty support.
TERMS OF SERVICES - RETURN POLICY
To be eligible for a return, your item must be defective, due to the nature of this item. If the customer does not like the product, this does not qualify them for a return nor refund. There is NO return/exchange without the return of the product received, NO exceptions. The customer acknowledges this policy before and after purchase.
We’re sorry if you don’t love your vibe, unfortunately not every toy is perfect for every body, and as such we are unable to provide refunds or credits for change of mind on working products. Please feel free to reach out to our customer service team for guidance on how to best use your product. Our team are also happy to provide guidance on a different vibe for you.
To start a return, you can contact us at Customersupport@Orlena.co or at 407-337-4045 from Monday-Friday 1:00pm-8:00pm EST. We will respond to your inquiry in 24 hours. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at Customersupport@Orlena.co.
Damages and Shipping issues
Please inspect your order upon reception and contact us immediately if the item is defective, damage or if you receive the wrong item, so that we can evaluate the issue and make it right (within 10 business days). If wrong item was received, we will provide you a return label and exchange it for the correct item. Wrong item received CANNOT be used or opened by the customer, as this disqualifies the exchange. If the product is marked as “delivered” and the customer states the package is not received, it is the customer’s responsibility to follow-up with us within 10 business days of the delivery of the package. If more than 10 business days have passed, the customer needs to reach out to USPS directly to file a claim. The products being classified as a “personal item” due to them being vibrators, can ONLY be returned if defective within 60 days of purchase. The customer accepts these conditions as our terms of services once the item is purchased.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Refunds are only allowed in products that are not adult toys (lubricants). We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take 3-6 business days for your bank or credit card company to process and post the refund to your credit card.
Unfortunately, we do not accept cancellations. Once the order placed and confirmed, cancellations are not allowed. Our team take their time to package and make this package special for you.
*** We reserve the right to refuse service to anyone ***