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FAQ

General Questions

  • How can I contact Ortorex?

    You can leave a message at +1-888-598-03-39 from 9 a.m. EST to 5 p.m. EST or send an email to info@ortorex.com. We respond to all customer requests within 24 hours on business days.

  • How can I get a discount?

    You can view our best offers on the main page of www.ortorex.com. We offer a range of seasonal promotions throughout the year. If you have a code, just enter it at checkout to get a discount on your purchase.

  • What is your return and refund policy?

    We accept returns of unused items within 30 days of delivery. If you wish to go further and return all or part of your order, please visit our Return & Refund Policy here and then contact us at info@ortorex.com with your order number. Cases of returns with buyers remorse, such as an item that didn’t fit, didn’t like the color/quality, ordered by mistake, bought somewhere else, etc., will be handled separately.


  • Ortorex Memory Foam Pillow questions

  • What is the Ortorex Memory foam pillow made of?

    The filling of the pillow is a viscoelastic polyurethane foam, also known as memory foam.

  • Is memory foam material safe?

    Yes, memory foam is safe. The EPA has declared memory foam non-toxic and numerous studies have shown that memory foam does not cause health problems. Unlike many other materials, memory foam is hypoallergenic and free of bed bugs.

  • Do I need to use an extra pillowcase over my Ortorex Memory Foam pillow?

    It is not necessary. However, if you would like to personalize your pillow with a different pillowcase, that is completely up to you.

  • How can I wash my Ortorex Memory foam pillow?

    The outer cover is fully machine washable and suitable for the dryer. The core can only be cleaned with the stain. After washing, lay the pillow flat to dry.

  • How long does shipping take?

    It usually takes 1 business day to process your order and about 7 business days to arrive at your destination.


  • Order Questions

  • How do I find my order?

    After your order is placed, you will receive an automated email with your order number and details of your purchase.

  • How can I change or cancel my order?

    We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed for more than 24 hours. If you notice the mistake straight away, though, please send us an email at info@ortorex.com to see if a modification can be made.

  • How long does it take to process the order?

    Your order will be processed and shipped within 2-3 business days.

  • Why didn’t I get a confirmation email?

    Make sure you check your Spam, Junk or Promotions folder just in case the email got delivered there instead of your inbox.

    To further ensure our confirmation emails get to you, you can add the address info@ortorex.com to your safe sender’s list to ensure your confirmation does not get sent to one of these folders.

    If you have checked these folders and it is still missing, please contact us and we will be happy to help.

  • What happens if my order is returned to the sender?

    In the event your order is returned to the sender, we will contact you via email at the same email address that was provided during checkout. If you find that your tracking link states that your order is being returned to the sender, earlier please send us an email at info@ortorex.com and let us know so we can properly look into the issue.


  • Payment Questions

  • What payment methods do you accept?

    We accept payment via PayPal and by all major credit cards including Visa, MasterCard, American Express, Visa Debit and Visa Electron (UK).

    Please be aware of potential fees for cross border transactions.

  • Why was my payment declined?

    Payments can be declined for various reasons. If you feel as though your card was declined in error, please place another order through our website and make sure the address is correct.

  • How do I make the payment?

    Choose the items you want to purchase and add them to the shopping cart. Check the content of your shopping cart before proceeding to the next step. Fill out the required fields with the information that will make it possible for us to deliver your order to you. Choose the method of payment, enter the payment details and confirm the purchase. You will receive an automated email confirming your order and containing the essential information about it. Please keep this email for future reference until you receive your package.


  • Shipping Questions

  • How long does the shipping take?

    It typically takes 2-3 business day to process your order and about 9-21 days to arrive at your destination. Please, refer to our Shipping Policy for the details.

  • How can I track my order?

    You will receive an automated email containing tracking information as soon as your order ships. Please note that it takes up to 48 hours for the first scan to appear.

  • Are there any additional charges for an international delivery?

    The shipping is absolutely free. No customs/sales tax is payable on the delivery of the goods.

  • By accessing, purchasing from or using any part of the Ortorex.com website, you agree to all information laid out on this FAQ page, as well as our policies.

    Jessica
    Jessica B.
    Customer happiness hero
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