SHIPPING & RETURNS
At OROA, our goal is to ensure your experience is enjoyable and seamless from the moment you place your order until it’s delivered to your home. Our Customer Service and Shipping teams are dedicated to getting your purchased items shipped to you as safely and efficiently as possible. Please make sure to read this shipping policy carefully to learn more about how and when your order will ship. If you can't find the information you're looking for, please feel free to reach out to us and we're always here to help! Chat, call, or email us, and we’ll be in touch as quickly as possible. If you need help placing an order you can call 305-224-8082 or email us at email@example.com
OROA offers a quick ship program on products that are stocked in the US. These items ship within 10 - 14 days. Products that are stocked in Europe usually take 4 - 8 weeks to ship.
Estimated Shipping Times
When you purchase a product from us, the shipping times we provide are estimates only and actual delivery dates may vary. A tracking number or link will be sent to you by email the day your order is shipped, so you may easily track your order. The estimated shipping times below indicate the amount of time your order will be in transit once your order has left the warehouse facility:
* Orders sent via UPS or FedEx Parcels are delivered usually 4 - 7 business days after the order leaves the warehouse.
* Orders sent via a Freight Carrier are delivered on average 1 - 2 weeks after the order leaves the warehouse. In most cases, the carrier will contact you by phone to set up a delivery appointment at least 24 hours prior to delivery.
Standard Shipping - Curbside Delivery
Free standard delivery within the US on orders over $499. Most accessories and lighting will be sent by UPS/Fedex. Larger items and furniture will be delivered to the curbside of your home or building (receiving areas).
Room of Choice
This includes inside delivery, in the room of your choice, and is available at checkout (US clients ONLY) for $199. This service is subject to availability based on your address/type of residence and what type of furniture needs to be delivered inside. This service does not include packaging removal or assembly.
White Glove Delivery (Available upon request)
This includes inside delivery, room of choice and packaging removal and light assembly, (US clients ONLY).
On delivery day, an individual 18 years or older, must be home to accept delivery and inspect your order. If a delivery appointment is missed and rescheduling is required due to unavailability, a re-delivery fee may apply.
Furniture items will be carefully unpacked and assembled and the packing materials removed. (excludes lighting, mirrors, and wall art)
Items such as lighting, mirrors, and wall art will not be unboxed, inspected, assembled or installed. Our delivery team is not permitted to install any electrical equipment or wall-mounted items.
Mexico & Canada: Orders are shipped for free to a freight forwarder in the US on orders over $499,- 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. Clients are always responsible for import and custom duties.
For other countries, please contact us for a personalized shipping quote.
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 enroute, you will be charged a rerouting fee.
If you would like to cancel your orders, for any reason, you must notify us within 24 hours of order placement. Cancellation requests after the 24 hour window will not be accepted. All order cancellation requests are subject to approval. You must notify us by email if you wish to cancel your order at: firstname.lastname@example.org
Orders may be returned within 7 days of receipt for a refund equaling the purchase price minus both a 10% restocking fee and return shipping costs. To request to return an order, send an email to email@example.com with your name, order number, and reason for returning. If your return request is approved, you will receive an email confirming the return and next steps.
The following items are excluded from our return policy:
- Assembled products
- Used items or items without original packaging
- Final sale items
- International orders and orders outside of the contiguous US
- Eichholtz Grand Show purchases are final and cannot be returned or refunded.
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.
DAMAGE - SPARE PARTS
You have 72h after delivery to report any damages to firstname.lastname@example.org. 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 - 8 weeks to process*.
This return policy only applies to contiguous US. For any other country, the return policy does not apply and sales are final.
In the unlikely event your product arrives damaged, please email photos to email@example.com, or call our customer care team at 1-844-844-OROA.
Update Q1 2023
The OROA Group is still experiencing delays due to global supply chain disruptions, with longer than normal delivery times. Some goods are susceptible to prolonged processing and shipment timeframes because of container shortages, port congestions and carrier shipping limitations.
We assure you that our team is working hard to get your items delivered in a timely manner.
Should you have any questions, please don't hesitate to contact us.