Frequently Asked Questions
Q. Do you ship internationally?
A. Yes, we ship worldwide.
Q. How much is shipping?
A. Select <
View Cart> for actual shipping costs. The shipping cost is calculated based on the total weight of your order and location around the world.
Q. What payment methods are accepted?
A. Accepted payment methods include VISA, MasterCard, PayPal (incl. AMEX and echeck), money order and personal check. View cart for a complete list of payment options. Customers that prefer to mail in payment will receive mail-in instructions during the checkout process. Please note that personal cheques are subject to a 10 day hold.
Q. I don't have a PayPal account. Can I still pay by credit card?
A. Yes. We now accept all major credit cards as well as some less common credit cards. PayPal is still an option for those customers that prefer to use PayPal.
Q. What shipping method is used?
A. Orders within Canada are shipped via 'Surface Mail'. Orders within the United States are shipped either 'Surface Mail' or 'Air Mail' depending on the customer's preference during the checkout process. International orders are shipped via 'Air Mail' to provide our customers with affordable shipping rates and a reasonable delivery time. Courier delivery is available on request at an additional cost.
Q. When will my order be shipped?
A. Orders are shipped within 2 business days of receiving payment. You will be notified via email when your package has been shipped.
Q. How long will it take to receive my order?
A. Domestic customers typically receive their packages within 1 week. International customers typically receive their packages within 1-2 weeks. The postal service claims a worst case delivery time of 21 days. Faster delivery times are available via courier on request at an additional cost.
Q. What is your privacy policy?
A. Your privacy is important to us. We do not share customer information with any 3rd party.
Q. Do you have a catalog available?
A. Not at this time. Most of our products may be viewed via the website. New products are added on a regular basis.
Q. I clicked the 'Add to Cart' button but nothing happened.
A. Clicking the 'Add to Cart' button will add item(s) to your cart and the 'View Cart' button is used to view and edit the cart contents. The shopping cart design uses javascript and cookies. Please ensure both are enabled on your browser. If you prefer to not enable cookies then orders may be placed via email or phone.
Q. Why haven't I received a response to my email?
A. We typically respond to email within 24 hours. If you haven't received a response within 48 hours then please email us a second time. Please note that many email providers are now using spam filters to block unwanted email. Unfortunately, the filters sometimes block our email response to you. In some cases there is a typo in the email address we were provided. If our response to you is bounced back, we will resend it 2 additional times. Your business is important to us. If necessary and we have your mailing address then we will mail a response. Please feel free to email us your name and phone number if all else fails and we will contact you as soon as possible.
Q. I changed my mind and would like to return the product. Do you accept product returns?
A. We do accept product returns provided that we are notified and that we receive the product back in the original packaging within 30 days of the purchase date. Shipping costs are non-refundable and product returns are subject to a 20% restocking fee. Please consider some form of tracking on your returned package to ensure it's safe arrival. We cannot be responsible for the loss of a returned package. A refund will be provided upon inspection.
Q. What is the difference between bulk and wholesale quantities?
A. Wholesale quantities are typically larger than the available bulk quantities but at wholesale pricing. Both are actually packaged in bulk. A wholesale account is required to purchase in wholesale quantities.
Q. May I use images from Ortonage.com on my own website?
A. All content on the Ortonage.com website is subject to copyright regulations. Written permission must be requested and granted before use of any copyrighted material.
Q. Why can't I place an order?
A. Ortonage.com is going through a change in ownership. In the interim, the shopping cart has been replaced with a link to ebay. Please visit the new site coming soon.
