ORCA ships only within the contiguous United States. Some of our products are in stock and some are made-to-order. Please check the product page details to see whether an item is in stock or has a production lead time. Note that lead times do not include transit time.

Small Parcel

Showers, Samples, and Accessories ship via UPS Ground with rates calculated at checkout. Expedited shipping services are available only by email request to hello@orcaliving.com. Customer is responsible for inspecting delivery for any damage incurred during shipping and notifying ORCA within 48hrs of any missing parts or damage. If the package is returned to the sender due to a failed delivery attempt, ORCA reserves the right to forward the costs associated with redelivery, or with restocking (30% restocking fee).

Palletized Freight

Oversize items such as Furnishings and Pavers ship via LTL freight carriers with Delivery Appointment. If a residential address is detected at checkout, the price of shipping includes Liftgate & Residential service, though this does not guarantee LTL shipping will be possible. Customer is responsible for notifying ORCA in advance regarding limited access for freight vehicles at the delivery destination, such as (but not limited to) narrow or winding roads, streets with low hanging trees. Special booking and additional fees will apply in such instances and must be custom-quoted. Freight delivery drivers are not authorized to move product any further than the curb unless advanced arrangements for Inside Delivery were made at time of booking.

ORCA will contact Customer upon completion of made-to-order items before booking freight. ORCA can hold on shipping for up to 30 days. After this, storage fees will incur a $200/week.

Typical freight transit times are 1-7 business days depending on the Customer’s delivery location. ORCA will provide a shipment PRO number (tracking number) once freight is in transit. Freight tracking usually estimates the date cargo arrives at the freight terminal nearest the final delivery address. Within 1-2 days of this date, the Freight carrier will contact the number provided at checkout to schedule a delivery appointment. If the carrier is unable to reach customer by telephone to schedule delivery, resulting in a delay, they may charge storage penalties. For this reason it is imperative that the Customer enter a valid telephone contact at checkout.

Lead times quoted by ORCA are estimates only. ORCA cannot guarantee transit times and the Customer must still accept delivery of goods even if delivery occurs later than originally anticipated. ORCA is not liable for any costs incurred as a result of goods being delivered late.

At time of delivery, the Customer is responsible for inspecting the pallet(s) for any damage that occurred during shipping. A small amount of breakage (less than 5%) is normal in tile and paver deliveries, but if severe damage is discovered, the Customer must take pictures, note “Refused due to damage” on the carrier's paperwork, and contact ORCA immediately to file a claim. Claims discovered after 48 hours will likely not be processed by the carrier, so it is the recipient’s responsibility to thoroughly inspect the product at the time of delivery.

ORCA recommends ordering 10-15% overage on paver orders to account for breakages that occur in transit, and also for cuts in the field during installation. 

 

Returns

Made-to-order items such as Pavers, Furnishings, and Firepits cannot be canceled or refunded after 24hrs from payment.

In-stock items such as Hardware and Accessories can be returned in new, unused condition within 30 days of delivery. Please note there is a 30% restocking fee on showers, to be deducted from the final refund.

ORCA does not offer free returns but can assist the Customer with creating a return ship label, the cost of which would be deducted from the Customer’s final refund. Requests for return labels should be sent to hello@orcaliving.com.

ORCA advises using sufficient care and materials to ensure returned items arrive undamaged and in their original condition. ORCA is not responsible for items lost, damaged or stolen in the mail.

Returns of defective or incorrectly fulfilled product are accepted but must be reported within seven days of delivery. Please write a claim and send pictures to hello@orcaliving.com and ORCA will send replacement(s) as soon as possible.