UPDATE AS OF MONDAY, AUGUST 30, 2021:
Dear valued customers, we regret to notify you that our shipment ETAs may be longer than normal due to the continued effects of COVID-19. Many goods are susceptible to prolonged processing and shipment timeframes due to COVID-19-related issues and carrier shipping limitations.
We will continue to keep you updated on shipment times and continue to put forth the utmost effort to keep our customers happy. Should you have any questions, please don't hesitate to Contact Us. We assure you, our team is working hard to get your items delivered in a timely manner.
We thank you for your patience and understanding at this time.
OROA is now going green with our shipping partner - Freight Club! Our shipping partner will plant a tree for every shipment booked. Enjoy free eco-friendly shipping - at no cost to you. Save the planet one purchase at a time.
SHIPPING
Free Shipping within the US on orders over $1000. Most accessories and lighting will be sent by UPS. Larger items and furniture will be delivered to the outside of your home or building.* Excludes Islands and outside states. Please contact us for a quote. White Glove Delivery, which includes inside delivery, room of choice and packaging removal, is available at checkout (US clients ONLY).
Mexico & Canada: Orders are shipped for free to a freight forwarder in the US on orders over $1000. Clients will be responsible to bring the items in their country. In case of large orders we can provide quotes to ship a container directly in Mexico or Canada and clients will still be responsible for import and custom duties.
For all shipments outside of the US or EU clients might be responsible for any applicable import and custom duties.
If you need to update your delivery address once your order is already on its way, you will be charged a rerouting fee.
DELIVERY TIME
All products are custom ordered from Europe, and cannot be cancelled 24 hours after you receive order confirmation. Shipping times may vary depending on the country of origin and stock.
DELIVERY DAY
Leading up to delivery day, our delivery partners will contact you to arrange a window of time that you can expect your order. Be sure to carefully measure your door frames and hallways to determine the best path for your new furniture. If we are unable to get your furniture into your home, you will be responsible for the return shipping fees. Upon arrival, our delivery partners will arrange your package in accordance with your selected shipping option. Make sure that all boxes are in good condition, if there's any damage to the box please open the box prior to signing and if you see any damage please notate this on the receipt. You have 72 hours to inspect the product and report any damage.
Small items sent by UPS, these will be delivered as soon as possible, and the courier will not call ahead in advance to schedule delivery. Courier deliveries do not require a signature upon delivery and your package will be left on your doorstep if you are not available to receive it.
CANCELLATIONS
Orders can only be cancelled within 24hrs of the time stamp on your order confirmation.
If you want to cancel an order, you must notify us by email at support@oroa.com. All order cancellation requests are subject to approval.
RETURNS
All sales are final. If you wish to cancel an order, please do so within 24 hours of receiving an order confirmation.
All orders that are paid by wire transfer are final sale.
All sale items are not covered by our return policy.
DAMAGE - SPARE PARTS
You have 72h If you would like to report damages, or should there be any issues that would require a replacement or spare piece for your ordered furniture, please read the following steps carefully:
- Make sure to retain the package and packaging materials from our products to successfully address your claim.
- Submit clear photos of the exterior and internal packaging and the issue that is being reported, along with a photo of the shipping mark (the white sheet on the box with the barcode)
- Finally, provide a brief explanation of the issue and how it occurred.
*Please note that spare pieces are subject to availability and claims can take up to 4-6 weeks to process*.
This return policy only applies to contiguous US. For any other country the returns policy do not apply and sales are final.
In the unlikely event your product arrives damaged, please email photos to support@oroa.com, or call our customer care team at 1-844-844-OROA.
