Where is my order coming from and what are your shipping zones?
Oraloa ships its products worldwide through a network of strategically located warehouses. Your order is automatically shipped from the warehouse closest to your address, to ensure fast and optimized delivery.
- United States: shipping from our New Jersey warehouse.
- Canada: shipping from our Montreal logistics center.
- Europe and rest of the world: shipping from our warehouse in the Paris region.
Delivery costs vary depending on your country. To get an accurate price, simply add an item to your cart and use the simulator built into your cart.
Orders are shipped via ICS, Canada Post, UPS, La Poste, DPD, Colissimo, Colis Privé or Mondial Relay. The carrier is automatically selected according to your postal code and/or your preferences when placing the order.
When will I receive my order?
We work with real stock available in our warehouses. Unless otherwise indicated (pre-sales), orders are prepared and shipped within 24 to 48 working hours.
Here are the delays generally observed by geographical area:
Canada
- Standard: 2 to 5 working days.
France
- Standard: 2 to 5 working days.
- Mondial Relay: 4 to 10 working days.
United States
- Standard: 2 to 5 working days.
Europe
- Standard: 3 to 12 working days.
- Mondial Relay (if eligible): 5 to 18 working days.
Mexico
- Standard: 5 to 15 working days.
Rest of the world
- Standard: 8 to 22 working days.
Delivery times are given as an indication based on information provided by our carriers. They may vary depending on periods of high activity or hazards linked to international postal services.
No refund of shipping costs can be granted if estimated delivery times are exceeded.
I couldn't collect my package — what should I do?
If your package has not been collected within the allotted time and returned to us, you can request a new shipment, which will be carried out at your expense.
If you do not voluntarily show up to collect your package, the initial delivery costs cannot be refunded.
Do I have to pay any additional customs duties, taxes or fees?
As a buyer, you are responsible for any processing fees, taxes or customs duties required by your country for the importation of goods.
However, customers residing in the following areas are generally not subject to additional customs fees when shipping from the corresponding warehouse:
- Canada
- European Union
However, fees may apply if you request shipping from a warehouse in another country (for example, shipping from Canada to France).
We advise you to check with your postal service or customs office before placing an order if you want to avoid any surprises.
🇺🇸 Important Information — US Customers
All orders intended for our customers residing in the United States are shipped from our warehouses located in the United States. Thus, no additional customs fees or import taxes will be applied for deliveries to the United States.
American customers therefore benefit from national delivery without customs fees, in accordance with the rules in force in the territory.
Responsibility for costs — Exceptional cases
Additional charges may apply only in a particular situation:
- if the American customer explicitly requests that their order be shipped from a warehouse located outside the United States (e.g.: special request, specific product out of US stock, personal shipping preference).
In this exceptional case, American customs authorities may impose additional fees. These costs remain entirely the responsibility of the customer and are not invoiced by Oraloa.
By validating an order intended for American territory, the customer acknowledges having read these conditions.
Refusal of package or non-payment of fees
If a package is refused for non-payment of fees:
- original delivery charges will not be refunded;
- management fees 20% of order total will be applied before any possible reimbursement;
- if the package is abandoned, lost or not returned by customs, no refund can be made.
By confirming your order, you accept all of these conditions.
When will you ship my order?
Orders destined for North America and Europe are shipped within 1 to 2 business days, except for major unforeseen circumstances beyond our control.
For canvases purchased in pre-sale or out of stock, the production and delivery time is 8 to 14 weeks. Please consult the availability module displayed on each product sheet.
For orders from the rest of the world, delays may reach 6 to 8 weeks, depending on your location and customs procedures.
Will I receive a tracking number?
Yes. As soon as your order is picked up by one of our carriers, a tracking number is automatically sent to you by email or accessible via your customer account.
Some specific orders may obtain their tracking number a few days after actual shipment.
If you choose an option without tracking, no information can be provided and we cannot be held responsible in the event of non-receipt.
My package is marked as delivered but I haven't received anything — what should I do?
When the carrier indicates a package as "delivered", unfortunately we can no longer open an investigation on your behalf. A replacement product can only be considered if the package is returned to us.
We recommend:
- check with your neighbors, concierge or building manager;
- to contact the carrier directly to obtain exact delivery information.
Do not hesitate to notify us of any problems so that we can assist you.
For any questions related to the delivery of your order, you can contact us at: info@oraloa.com.
