FAQs

Frequently Asked Questions

RETURNS & REFUNDS

How can I return item(s)?

We support refunds only if the item is damaged or unusable, and we do not support refunds in the case of poor use or dislike. To start a return, you can send an email to support@orcajump.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
  • U.S. Domestic: We cover return shipping fee for the 1st return request of each order if there is quality issue with the items(such as damaged during shipping, or simply unusable). We'll be mailing you a prepaid shipping label after we receive your information.
  • International: Unfortunately, we currently do not cover shipping costs to return (working on offering more friendly return policies to international customers!).

Can I exchange instead of a refund?

Unfortunately, we don’t offer exchanges at the moment, but you can place a new order and initiate a return. Your refund will be processed as soon as we receive the returned package. For more infos about return, please check here

How long do I have to return?

Please return the item follow the instruction within 7 days after you receive the shipping label or returning addess.

When will I receive my refund?

After your return has been processed and returned to our facilities, please expect up to 7 days for the refund to hit your bank account. Like always, we stand on the side of overcommunicating when it comes to the important things so we will send you an email once your return package has been received and your refund is on the way to your bank account. If you haven't received an email from us within 28 days please contact us,The original shipping fee and insurance are non-refundable.
Can I still return items if they are worn, damaged, or have the tags removed?
You can only return items that are unworn, unwashed, undamaged, have the original tags/packaging attached and hygiene sticker intact.

Do you refund the delivery charge for return item?

We are sorry that the original shipping fee and insurance are non-refundable.

Why I still haven't receive the refund when the return shows delivered?

Normally when the return package was delivered, it may take 1-3 days for us to collect the package and opened for confirmation. And the refund will be issued once the items are confirmed in good condition and completed.please expect up to 7 days for the refund to hit your bank account.

SHIPPING & DELIVERY

Where's my order?

As soon as your order has been shipped, you will receive an email including the tracking information. And the estimated delivery date depends on the country and shipping method you choose. Please remember that this date is an estimate, so your order may arrive slightly before, on, or slightly after your estimated delivery date.

Why is there no tracking update?

If there is no tracking info few days after your order is shipped out, the reason is that it may takes 1-3 days for the tracking info to be updated while the shipping company is arranging the shipping space.
If there is no updated tracking info during transportation for less than 5 days but still within estimated delivery date, please don't worry, tracking info has only been updated when it arrives at some important ports or destinations.
If there is no updated tracking info for more than 5 days, please feel free to contact us support@orcajump.com

Why didn't I get an shippment notification email?

Normally, an email with tracking number will be sent to your account email address once the order is shipped out.
If you did not receive the email, you can check the following situations:
1. Please check whether the email address you used to placed the order is different.
2. Please check your junk emails to see whether the mail is shielded.
3. Please check your order status in your account to see whether it is shipped.

Where do you ship to?

We ship globally. If you would like to know the shipping timeliness, please visit our Shipping & Delivery page for more information.

My order shows it was delivered and I did not receive my package. What should I do?

If your tracking information shows that your package was delivered, but you can't find it:
  • First, verify your shipping address, to do this, locate your tracking number in your shipping confirmation email or log into your account and check your order history.
  • If your order was marked as “delivered” please wait 48 hours - sometimes delivered packages may say delivered up to 48 hours before arrival.
  • Look for a notice of attempted delivery.
  • Look around the delivery location for your package.
  • Check to see if someone else accepted the delivery like a neighbor or another household member unless you have health or safety concerns.
  • Some packages travel through multiple carriers; check your mailbox or wherever else you receive packages.
  • If you still can not locate your package please reach out to the carrier.

ORDER ISSUES

How to cancel my order?

If you need to change or cancel your order, please contact us immediately. We process and ship orders quickly (we’re fast!). Once our warehouse has processed your order, we will be unable to make any changes. Please note that any orders that have already been packed or shipped cannot be cancelled.

Can I make changes to my order?

Clothes are products that are in intimate contact with the body. Based on the principle of being responsible to all customers, we do not provide exchange services.
If you wish to cancel your order, please do it through your account. Once your order has left the warehouse, we are unable to make any changes and you could wait until it is delivered. Once your order is delivered, you can request a return for refund within 30 days if the order is not paid by store credit. Please check more details of the return policy via here.

I received a defective item, what do I do?

Please inspect your order upon reception and contact us immediately, email us with your order number, information regarding the problem and provide pictures.

Missing items from my order?

There might be two situations for missing items, please contact us according to the following description:
(1)Your order is overweight due to too many items or contains pre-order products. For overweight orders, we may split the order and ship it out in several packages. For orders containing pre-sale products, we may split the order when it was a little delayed and give priority to the items in stock so that you can receive them as soon as possible. We will also ship out the remaining pre-order products as soon as they are instock. Therefore, the missing items may be in the coming packages. If you have any questions about your package tracking information, please feel free to contact us.
(2)Missing items caused during packing or transportation. Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures of the items and the outer package you received.

What should I do if there's something wrong with my order?

Please contact us ASAP. Email us with your order number, information regarding the problem and provide pictures if there is any damage.

Payment

Why my payment has been declined?

1. Card info are incorrect. Please kindly check expiration date, billing address, and security code (Security code on the back of your Visa/Master card).
2. Card issuer bank declined your payment and No enough balance on the card.
3. Shipping address and Billing address are inconsistent.
If possible, we advise you to try paying with PayPal or other supported payment methods.

Are Customs and Duties Fees included in the price of my order?

Unfortunately, The Price is not include customs and duties fees. All Customs and Duties Fees are the responsibility of the customer to be paid upon receipt of package. The amount varies from country to country and depending on item(s) ordered.

If the customer refuses to pay the customs fees, is there a refund?

if the order was refused to accept due to custom fees, the package might be destoryed and can not be delivered again. In this case, the refund will not be refunded. So we suggest that customer could check the local custom policy first before placing the order.

What types of payments do you accept?

Visa, MasterCard, American Express, Discover, Shop Pay, PayPal, Apple Pay, and Google pay.

Why I was charged twice?

Please don't worry. You can check first if you have place two orders. If not, please make a screenshot of the payment history and contact us.

Where can I can get the discount?

Normally you will receive a 10% off coupon for your first order if you are new to our website. And we are having many theme activities or promotions which can be found on the our web page. Please stay tuned.

Where is Orcajump based?

We're based in Seattle and Orcajump is a global company with teams all over the world in places such as North America, Asia, and Europ.

Want to partner with us?

Please send us an email at support@orcajump.com to share your interest! We’d love to hear from you!