FAQ

WHAT FORMS OF PAYMENTS ARE ACCEPTABLE?
We accept the following credit cards for online transactions: - MasterCard - Visa - American Express - Discover
WHEN WILL I BE CHARGED?
Your credit card will be charged once you place your order.
CAN I CANCEL MY ORDER?
Orders can be cancelled within 24 hours after placement. After this time period the order cannot be cancelled. You will have the option to return the item(s) at this point. For more details on how to return an order, please see the returns section of the FAQ or click here. Once your order is cancelled, we will send you an email notification, and we will update your Order History to show the cancelled order.
CAN I ADD, REMOVE, OR SUBSTITUTE AN ITEM IN MY ORDER?
Once an order is placed, the details of that order are final, including the items purchased. If there is another item that you would like to purchase, you can create a new order through the checkout process.
CAN I USE A COUPON?
We do not accept coupons from other Merchants online and do not accept other vendor coupons for ORB products on orbwellness.com. However, from time to time, special offers may be available and announced.
WHAT STEPS DOES A NORMAL ORDER GO THROUGH?
From the time between when you place your order on orbwellness.com, and when you receive your purchase, two fulfillment phases occur: processing and shipping. Processing is when we verify the details of your billing information and prepare your item for shipping in our warehouse. Our team processes orders within 24-48 hours and are processed during regular business hours (9 A.M. to 5 P.M. EST), Monday through Friday, with the exception of major holidays. During holiday periods, such as Christmas, we may experience a higher than normal volume and processing times may take longer.

Shipping times will vary by location, but generally you will have your products shipped in 3-5 business days.

MY ITEM ARRIVED DAMAGED, WHAT DO I DO?
In the rare occasion that your package is damaged when it arrives to your shipping location, rest assured that we will do all we can to help resolve the situation to your satisfaction. To start a claim, email info@orbwellness.com with your full name, phone number, and order confirmation number, as well as a brief description of the issue/damaged item. Damaged items will be handled on a case by case basis. We may require the item to be returned in its current state with an RMA # (Return Merchandise Authorization Number) as well as return form provided by our customer service team. We will send out a replacement item once verified.

If a package is returned with no return label and/or RMA #, you may experience delays with the return or it may not be authorized.

Shipping & Returns

STANDARD
Your products will be shipped in 3-5 business days (once the order is received at our warehouse (Monday-Friday). We currently ship to the 48 contiguous states in the United States. We also ship to Alaska and Hawaii, but additional fees may apply.

Our team processes orders within 24-48 hours and are processed during regular business hours, Monday through Friday, with the exception of major holidays. During holiday periods, such as Christmas, we may experience a higher than normal volume and processing times may take longer.

WILL ALL OF MY ITEMS BE SHIPPED TOGETHER?
We ship all items together at one time where possible. If any items are out of stock we will remove those items from your order and ship the remaining items. You will only be charged for the items we ship to your selected shipping location.
MY ORDER STILL HASN’T ARRIVED AND IT SAYS THAT IT’S BEEN SHIPPED. WHAT CAN I DO?
The fastest way to find out where your package is to simply click on your tracking number in your order confirmation email. If you’re still having trouble, please contact our customer service team at info@orbwellness.com. You will receive a response within 24-48 hours (during regular business hours, Monday through Friday).
WHAT COURIER DO YOU USE?
We ship via FEDEX® in the United States.
WHAT COUNTRIES DO YOU SHIP TO?
We currently ship to the 48 contiguous states in the United States. We also ship to Alaska and Hawaii, but additional fees may apply
DO YOU SHIP TO PO BOXES OR MILITARY ADDRESSES?
At this time we are unable to ship any PO boxes or APO/FPO/DPO addresses.
HOW CAN I TRACK MY ORDER?
Once your order is shipped from our warehouse, we will email you with a shipping confirmation and tracking number. You can also check that status by logging into your user account here.
HOW CAN I RETURN MY PRODUCT?
If you are not completely satisfied with your purchase, you may return or exchange the item in its original, unused condition (including all original packaging) within 30 days for a full refund, less shipping and handling charges.
START A RETURN
To start a return, email info@orbwellness.com with your full name, phone number, and order confirmation number, as well as a brief description of the reason as to why you are returning your item. A customer service representative from ORB will contact you within 48-72 hrs with an RMA # (Return Merchandise Authorization Number) as well as a packing slip that must be included with the package. Mail the package to the specified address provided via a trackable shipping method. Customer is responsible for paying all return shipping fees.

If a package is returned with no return label and/or RMA #, you may experience delays with the return or it may not be authorized.

Returns only apply to product that has been purchased from our online store. We do not accept returns for purchases made from any other retailer. Please be advised that your refund will be calculated using any promotion or discount that was applied during original purchase.

WHAT MEASURES HAVE BEEN TAKEN TO ENSURE MY PERSONAL AND PAYMENT INFORMATION IS SECURE WHEN I SHOP ONLINE?
It is important to us that you are completely protected when you shop with orbwellness.com, and we want you to know what we do to create a safe place for you. All account and checkout information is transmitted over a secure (https) connection. Our https servers are secured with SSL certificates, which prevent a “phishing” site from disguising itself as orbwellness.com. This means that when you are using our website, you can be sure you are only communicating with ORB. Concerning your payment information, your credit card information is encrypted prior to transmission.