Shipping + Returns
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
We want you to feel confident in your ORCA purchase. We understand sometimes a product isn't the right fit, and we're happy to assist with eligible returns.
- Returns
Some in-stock items, including Hardware and Accessories, are eligible for return within 30 days of delivery.
To qualify for a full refund, returned items must be in new, unused, and undamaged condition, with all original parts and accessories.
All returns require prior authorization from ORCA. Return requests submitted more than 30 days after delivery will not be accepted.
Once authorized, returned merchandise must be received by ORCA within 14 calendar days of authorization. Returns received after this period will not be accepted unless an extension has been approved in writing.
- Restocking Fees
Items returned within the approved return period showing signs of use, wear, installation, or damage are subject to a 30% restocking fee.
The fee is calculated based on the original purchase price of the returned item and deducted from the final refund.
All returned merchandise is subject to inspection. ORCA reserves the right to decline returns of items with significant damage, missing components, or alterations.
Restocking fees do not apply to defective products, items damaged during shipping, or incorrectly fulfilled orders.
- Final Sale Items
The following products are final sale and are not eligible for return or exchange:
• Tiles and Pavers
• Plumbing products, including Outdoor Showers
• Fire Pits
• Planters
• Furnishings
• Made-to-order products
• Custom or modified products
• Special-order merchandise
• Products specifically identified as final sale
Made-to-order items, including Pavers, Furnishings, and Fire Pits, cannot be canceled or refunded more than 24 hours after payment.
Cancellation requests submitted within 24 hours of payment are subject to review and approval by ORCA.
Final-sale restrictions do not affect applicable rights involving defective, damaged, or incorrectly shipped products.
- Return Shipping
ORCA does not offer free returns.
Customers are responsible for return shipping costs unless the return results from an ORCA shipping error or product defect.
ORCA is happy to assist customers with creating a return shipping label. The cost of this label will be deducted from the final refund.
Requests for return shipping labels should be sent to hello@orcaliving.com.
Customers are responsible for ensuring returned merchandise is properly packaged to prevent damage during transit.
ORCA is not responsible for returned merchandise lost, stolen, or damaged during return shipping, except as required by applicable law.
Original shipping charges are nonrefundable unless the return results from an ORCA error or otherwise required by law.
- Refunds
Once returned merchandise is received and inspected, ORCA will notify the customer of the refund status.
Approved refunds will be issued to the original payment method, less any applicable restocking fees and return shipping charges.
Please allow 5 to 10 business days after refund processing for the credit to appear, depending on your financial institution.
- Damaged, Defective, or Incorrect Orders
Please inspect your order upon delivery.
If your order arrives damaged, defective, or incorrect, please notify ORCA within seven days of delivery whenever possible.
To submit a claim, email hello@orcaliving.com with your order number, a description of the issue, and photographs of the product and packaging.
ORCA will review the claim and coordinate an appropriate resolution, including replacement merchandise when applicable and available.
Claims reported after seven days will be reviewed in accordance with applicable warranty terms and consumer protection laws.
Restocking fees do not apply to approved claims involving defective, damaged, or incorrectly fulfilled merchandise.
- How to Request a Return
To initiate a return, email hello@orcaliving.com within 30 days of delivery.
Please include your order number, the items you wish to return, and the reason for your request.
All returns require prior authorization from ORCA.
Once your return is approved, merchandise must be received by ORCA within 14 calendar days of authorization.
Please do not ship merchandise without receiving return authorization and instructions from our team.
- Questions
For questions regarding returns, exchanges, or order eligibility, please contact hello@orcaliving.com.
Our team is happy to assist.
This policy does not limit any rights or remedies provided under applicable law.