Shipping Policy

Welcome to OrboX®! We are delighted to provide you with a seamless shopping experience for all your brick-related needs. This Shipping Policy outlines the terms and conditions governing the delivery of products ordered from our store.

1. Shipping Methods and Delivery Timeframe:

1.1 Order Processing:

Orders are recorded immediately upon placement and are typically processed the next business day, unless there is any unforeseen issue (e.g., incorrect shipping information provided). While we strive to process and ship orders promptly, unforeseen circumstances such as high order volumes, customs inspections, or extreme weather conditions may cause delays. We will make every effort to keep you informed of any significant delays and work diligently to minimize their impact.

1.2 Shipping Time Frames:

Delivery times vary depending on the destination. For specific information tailored to your country, please refer to the detailed shipping chart below.

1.3 Carrier Selection:

We use the best available courier services based on the customer’s location to ensure timely and efficient delivery. At this time, we are unable to accommodate requests to change the designated carrier.

2. Shipping Rates and Fees

2.1 Customs Fees:

All orders are processed and shipped free of customs duties and taxes.
*Please note: Some countries may require Delivered Duty Unpaid (DDU). This means customers are responsible for any customs duties or import taxes required by their local government in order to receive their package.

2.2 Tracking Updates and Package Status:

Once shipped, packages may have limited tracking visibility during customs clearance. Tracking details generally update within 48–72 hours after clearing customs.

3. Order Cancellation or Modification

3.1 Order Cancellation:

Orders may be cancelled until they are assigned a first-mile tracking number (typically within 24 hours). To cancel, contact our support team with your order number.

3.2 Order Modification:

Changes to the order can be made within 24 hours, before tracking information is assigned. Contact our support with your order number for assistance.

4. Delivery Attempts and Receiving the Package

• Our delivery partners will attempt to deliver to the address provided at checkout.
• If delivery fails, the carrier may leave a notice to reschedule or provide a pickup location.
• OrboX® is not responsible for delays or non-delivery due to inaccurate or incomplete addresses.

4.1 Delivered But Not Received:

If tracking shows delivered but you did not receive the item, please wait a few more days as delivery may still be in progress. We cannot issue credits for orders marked as delivered to a matching address.

4.2 Package Pickup:

If your package is marked as “pickup available,” refer to the tracking info for location details or contact us for help.

4.3 Consideration of Lost Packages:

Packages are considered lost if tracking shows no updates for 30 days.

4.4 Late Arrivals:

Delays due to customs or weather are possible and not within our control.

5. Return to Sender Policy

5.1 Incorrect/Incomplete Address:

If the provided address is invalid or incomplete, and the package is returned, no refund or free reshipment will be processed.

5.2 Recipient Unavailable:

If the recipient is unavailable for delivery and the package is returned, no refund or reshipment will be offered.

5.3 Returned Without Tracking Details:

If tracking does not clarify the return reason, we may issue store credit based on product value or reship the order at no charge.

6. Order-Related Inquiries

6.1 Missing Items:

Send a photo of the packing slip to verify and we will resend missing items.

6.2 Incorrect Items:

Send photos of incorrect items received. Once verified, we’ll ship replacements.

6.3 Wrong Model Received:

Provide photo evidence of the packing slip or item. We’ll promptly send the correct model.

6.4 Item Not As Expected:

If the item matches the product description, personal preference is not a valid reason for return or refund.

6.5 Damaged or Defective Items:

Send us a photo of the damaged/defective product and we’ll replace it at no cost.

6.6 Missing Pieces in Sets:

If a product arrives with missing pieces, contact us with your order number and photos—we will ship the missing parts for free.

7. Contact Us

For any questions or concerns regarding this Shipping Policy, please contact our customer service at:
📧 support@orbox.shop

We’re here to help and will get back to you as quickly as possible.