Shipping Policy
Where does my order come from and what are your shipping zones?
We ship our products worldwide. Here are our shipping zones:
- Order placed in North America: Shipping from our warehouse in Canada
- Order placed in Europe and the rest of the world: Shipped from our warehouse in France
Shipping rates depend on your country, so please add items to your cart and use the shipping cost calculator in your cart to find out your shipping rate.
Orders are shipped via, ICS, Post Canada, UPS, La Post, DPD, Colissimo, Colis Privé or Mondial Relay. The choice of carrier is based on your postal code and your preferences.
When will I receive my order?
Here are the standard delivery times for our products. Please note that delays may occur and that this information is only estimates from our carriers depending also on the service you choose when placing your order:
CanadaFrance
Mondial Relay: 5 to 10 working days
United States
Europe
Mondial Relay eligible 7 to 18 working days
Mexico
Rest of the world
With the current health conditions, some packages may have taken more than 15 working days of additional delays. Thanks for taking it into account.
No shipping refunds can be given if the estimated delivery time is exceeded.
I was unable to collect my package. What is the procedure to follow?
If you have not been able to collect your package, you have the option of requesting a second shipment, which will be made at your expense. However, if you did not collect your package voluntarily, the initial delivery costs will not be refunded to you.
Do I need to pay extra for duties, taxes, VAT, etc.??
You the buyer are responsible for all processing fees, taxes, tariffs, duties and customs clearance fees required by your country for the importation of consumer goods. We are not involved and do not know the customs regulations and fees in your country. However, customers from the following countries: Canada, United States and European Union are not subject to paying customs or import fees as the company has official structures in these countries. You may still be charged fees by the various authorities if you request that a product be shipped to you from a warehouse other than that of your country (for example a canvas delivered from Canada to France).
As an international consumer, we invite you to check beforehand that there are no unexpected costs when clearing a package through customs and thus plan for additional costs in advance.
If you are not familiar with customs fees, we invite you to contact your country's postal services or your local customs office to obtain more information on this subject.
When will you ship my order?
For orders placed in North America and Europe, our teams will do everything necessary to ship your package to you within 1 to 2 business days, unless there is a major problem beyond our control.
For all canvases purchased out of stock, the delivery time is 8 to 14 weeks. Please carefully consult our stock module listed on our products before placing an order.
For all orders from the rest of the world, delivery time is 6 to 8 weeks.
Will I receive information about the tracking of my order?
Yes, once your order is ready to be shipped, you will automatically receive your tracking number by email or in your customer account by clicking on the "view my order" link, you will then have access to all the information of followed.
For special orders, it is also possible that the tracking number will be communicated to you a few days after your order is sent.
If you opt for delivery without tracking, we are not responsible for its proper delivery and no tracking can be provided to you.
My package is indicated as delivered, but I have not received anything, what should I do?
If a package is marked as delivered, we are unfortunately no longer able to help you. A replacement item may be returned to you only if we receive the order back.
We invite you to contact your carrier who will help you resolve the problem by contacting them directly.
We still invite you to notify us of any problems related to the delivery of your order.
We remain at your disposal to discuss any questions regarding the delivery of our products by email to info@oraloa.com.
