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Archives: FAQs
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 […]
What if my order has been stolen?
If you have reason to suspect that your package has been stolen (for example, if your order status is “Delivered” but you never received it), you need to wait for 5 days. During that time, the status may change, or a misdelivered package may be returned to the sender. If that does not happen, you need to file a police report within […]
What should I do if I received a defective or incorrect product?
If you believe you received a defective, damaged or incorrect product, please send a photo or a video of the item and a brief explanation of the defect to info@ortorex.com. Also, we need the photo of the tracking number on the package itself so we can look into it right away.
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 […]
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 […]
How long does it take to process the order?
All orders are processed within 2-3 business days.
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 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.
