Política de reembolso

Return Policy

We've made the return process super easy, just in case you're not 100% satisfied.

 

You want your money back and we want you to be happy with your experience. Returns can be made within 15 days from the date you've received all your items. （Final Sale means all sales are final, with no returns, and no exchanges.）

 

How to return an item?

To start a return, you can start a return request by sending us an email 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. We apologize that items sent back to us without first requesting a return will not be accepted.

 

  • U.S. Domestic: We cover the return shipping fee for the 1st return request of each order if there is a quality issue with the items(such as damaged during shipping, or simply unusable). You may have to cover the shipping fee for your return otherwise. We'll be e-mailing you a prepaid shipping label after we receive your information.
  • International: Unfortunately, we currently do not cover shipping costs to return (we are working on offering more friendly return policies to international customers!).

 

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.

 

What is not accepted for return?

The following items cannot be returned or exchanged: 3D printed clothing, swimwear, costumes, bodysuits, lingerie, beauty products, underwear, event and party supplies, DIY supplies, and pet supplies. We cannot offer refunds on items with broken hygiene seal. Items with non-returnable marks and free gifts cannot be returned. Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item. Unfortunately, we cannot accept returns on final sale items or gift cards.

 

Damages and Issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item so that we can evaluate the issue and make it right for you.

 

Where is my refund?

Refunds will be processed to the original payment method.

 

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 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.

 

Exchanges: 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.

 

Final Sale: Please note, products marked as Final Sale are not eligible for return or refund.

 

Important Notice:

  1. Expedite shipping time cannot be guaranteed during the holiday season due to courier companies such as UPS, FedEx, and DHL cannot fulfill and guarantee delivery time.
  2. Please do not send your return to the sender's address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address on the shipping label we provide even if you are using your own shipping.
  3. Please make sure you don't include unrelated items by accident in your return package. We will not be responsible for sending back those items to you.

  4. The express shipping fee cannot be refunded due to personal reason refund.

  5. We cannot refund holiday-related items due to late arrival, because the shipping time is out of our control. We recommend buying all holiday-related items at least 20 days before the holiday. 
  6. We have few warehouses worldwide. We cannot guarantee your order will be shipped from the closest warehouse due to stocking. Please kindly note that the shipping time cannot be guaranteed.