Where does my order come from and what are your shipping areas?
We ship our products worldwide. Here are our shipping areas:
Order placed in North America: Shipped 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 fee simulator in your cart to know your shipping rate.
Orders are shipped via ICS, Canada Post, UPS, La Poste, 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 these are only estimates from our carriers depending on the service you choose at the time of your order:
Canada
Standard 2 to 5 business days.
France
Standard: 2 to 5 business days.
Mondial Relay: 4 to 10 business days
United States
Standard: 3 to 10 business days
Europe
Standard: 3 to 12 business days
Mondial Relay eligible 7 to 18 business days
Mexico
Standard: 5 to 15 business days
Rest of the world
Standard: 8 to 22 business days
With current health conditions, some packages may take more than 15 additional business days. Please take this into account.
No shipping refund can be granted if the estimated delivery time is exceeded. I couldn't pick up my package. What is the procedure to follow? If you were unable to pick up your package, you have the option to request a second shipment, which will be done at your expense. However, if you did not pick up your package voluntarily, the initial shipping costs will not be refunded.
Do I have to pay extra for duties, taxes, VAT, etc.?
You, the buyer, are responsible for all the processing fees, taxes, tariffs, duties, and clearance fees required by your country for the import of consumer goods. We are not involved and are not aware of the customs regulations and fees in your country. However, customers from the following countries: Canada and European Union countries are not subject to paying customs or import fees since the company has official structures in these countries. Fees may still be charged by different authorities if you request a product to be shipped from a warehouse different from that of your country (e.g., a canvas delivered from Canada to France).
As an international consumer, we invite you to check in advance that there are no unforeseen fees during the clearance of a package and to anticipate 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 to obtain more information on this subject.
🇺🇸 Important Information for our United States Customers – Customs Fees and Specific Conditions
At Oraloa, we strive to offer total transparency to our international customers. Since our products are shipped from various warehouses located in different regions of the world, orders destined for the United States may be subject to customs fees, import taxes, or customs processing fees imposed by the American authorities.
💰 Responsibility for Customs Fees
These additional fees are exclusively the responsibility of the customer and are not included in the total order amount, nor in the shipping fees displayed at checkout. They are not billed or collected by Oraloa and cannot be refunded.
Applicable customs fees and taxes are generally collected directly by the United States customs services or by the carrier (USPS, FedEx, UPS, etc.) at the time of delivery. By making a purchase on our site, the customer acknowledges and accepts that Oraloa cannot be held responsible for any additional costs required by these third-party entities.
📦 Refusal of Package or Non-payment of Fees
In the event that a package is refused by the customer upon delivery due to non-payment of customs fees or for any other reason not attributable to Oraloa:
The delivery fees will not be refunded, regardless of the chosen shipping method;
Management and logistical processing fees amounting to 20% of the total order amount will systematically be deducted from any potential refund;
Oraloa reserves the right to refuse any refund if the package is lost, abandoned, or returned without traceability due to the customer's refusal to pay the fees required by local authorities.
📌 Acceptance of Conditions
By confirming an order on our site, the customer acknowledges having read these conditions and accepts them in their entirety. We strongly encourage each customer to inquire with local customs or postal services before ordering, to know any taxes or fees that may apply.
When will you ship my order?
For orders placed in North America and Europe, our teams do everything necessary to ship your package within 1 to 2 business days, except in case of a major problem beyond our control. For all canvases purchased out of stock, the delivery time is 8 to 14 weeks. Please check our stock module listed on our products before placing an order. For all orders from the rest of the world, the delivery time is 6 to 8 weeks. Will I receive tracking information for my order?
Yes, once your order is ready to be shipped, you will automatically receive your tracking number by email or on your customer account by clicking on the link "view my order", you will then have access to all tracking information.
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 choose delivery without tracking, we are not responsible for its proper delivery and no tracking can be provided to you.
My package is marked as delivered, but I haven't received anything, what should I do?
If a package is marked as delivered, we are unfortunately no longer able to assist you. A replacement item can be returned to you only if we receive the order back.
We invite you to contact your carrier who will help you resolve the issue 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 entire disposal to discuss any questions regarding the delivery of our products by email at info@oraloa.com.
