Shipping policy

Showers, Samples, and Accessories ship small parcel via UPS Ground. Rates are 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).

Oversize items such as Furnishings and Pavers ship via palletized Freight with Delivery Appointment. The shipping rate calculated at checkout is determined by searching multiple LTL carriers and selecting the best rate available. Freight rates will be calculated at checkout or by custom invoice and are valid for one month (30 days). 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 windy 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 order before booking freight. ORCA can hold shipment on behalf of the Customer 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. ORCA reserves the right to forward the Carrier’s storage costs to the Customer.

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.