Please, refer to our Shipping Policy for the details.
Archives: FAQs
How can I track my order?
You will receive an automated email containing tracking information as soon as your order ships. Please note that it takes up to 48 hours for the first scan to appear.
Are there any additional charges for an international delivery?
The shipping is absolutely free. No customs/sales tax is payable on the delivery of the goods.
How do I find my order?
After your order is placed, you will receive an automated email with your order number and details of your purchase.
How long does it take to process the order?
All orders are processed within 2-3 business days.
What should I do if I received a defective or incorrect product?
If you believe you received a defective, damaged or incorrect product, please send a photo or a video of the item and a brief explanation of the defect to info@ortorex.nz. Also, we need the photo of the tracking number on the package itself so we can look into it right away.
What happens if my order is returned to the sender?
In the event your order is returned to the sender, we will contact you via email at the same email address that was provided during checkout. If you find that your tracking link states that your order is being returned to the sender, earlier please send us an email at info@ortorex.nz and let us know so we […]
What if my order has been stolen?
If you have reason to suspect that your package has been stolen (for example, if your order status is “Delivered” but you never received it), you need to wait for 5 days. During that time, the status may change, or a misdelivered package may be returned to the sender. If that does not happen, you need to file a police report within 5 […]
Why didn’t I get a confirmation email?
Make sure you check your Spam, Junk or Promotions folder just in case the email got delivered there instead of your inbox. To further ensure our confirmation emails get to you, you can add the address info@ortorex.nz to your safe sender’s list to ensure your confirmation does not get sent to one of these folders. If you have checked these […]
How can I change or cancel my order?
We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed for more than 24 hours. If you notice the mistake straight away, though, please send us an email at info@ortorex.nz to see if a modification can be made.
