Shipping & Delivery Policy

Shipping & Delivery

This policy applies to one-time orders and subscription shipments. For subscriptions, processing times below run from your renewal date. To cancel an order after it is placed, see our Order Cancellation Policy.

When you will get your order

Orders take about a business day to process, then about 4 to 8 business days in transit, depending on the method you choose and your location. Orders placed after our daily cut-off of 11:00 AM PST (GMT–07:00) begin processing the next business day.

Shipping costs and options are shown at checkout, and you will receive tracking once your order ships. Delivery estimates are not guarantees. Carrier delays from weather, peak season, or customs are outside our control, but we will always help you track down a package. Where necessary, we may change our carriers, shipping methods, rates, and processing times. Once an order enters processing it may no longer be possible to cancel it; cancellation timing is covered in our Order Cancellation Policy.

Lost or undelivered packages

If your order is never marked delivered, or does not arrive within a reasonable time after the estimated window, contact us and we will investigate with the carrier. Where a package is genuinely lost in transit, Oralux will provide an appropriate resolution, including a replacement or refund where applicable.

Once a carrier confirms successful delivery, responsibility for the package transfers to the recipient, subject to any applicable Shipping Protection coverage or consumer rights.

Shipping protection

You can add shipping protection at checkout to cover loss or theft after delivery. If you do not add it, loss or theft occurring after a package is marked delivered is not eligible for a free replacement.

Shipping protection claims are reviewed in accordance with the Shipping Protection Terms. Claims that are fraudulent, abusive, or do not meet the program requirements may be denied.

Wrong address, refused, or undeliverable

Please check your address before ordering. If a package is returned or lost because of an address error, a reship fee plus shipping applies. For refused or undeliverable packages, outbound shipping is not refundable and a restocking fee applies to any product refund, as set out in our Return & Refund Policy. Any change to these fees applies only to orders placed after the change is published.

EU and UK customers exercising their withdrawal right are not charged restocking fees, and we will refund standard outbound shipping as required by law.

Damaged or incorrect on arrival

If your order arrives damaged, or is not what you ordered, send a photo to support@myoralux.com within 72 hours of delivery so we can also file a carrier claim where relevant. Depending on the circumstances, Oralux will resolve the issue by providing a replacement, repair, refund, or another appropriate remedy in accordance with this policy. No restocking fee applies and you will not usually need to send the item back.

A product that arrives intact but proves faulty in use is covered under our Return & Refund Policy, within 14 days of delivery. Device hardware failure is covered for 90 days under the Limited Device Warranty in our Warranty Policy.

International

Unless your order is delivered duty paid, you are responsible for any duties, taxes, VAT, or customs fees charged by the destination country. Customs can also add to delivery time.

EU and UK customers

We carry the risk of loss until your order is physically in your hands, so the delivery-confirmation rule above does not apply to you. Any lost or non-delivered order is our responsibility until you receive it.