Shipping policy
SECURE DELIVERY LOCATION
Due to an increase in claims, Orion °9 will not insure, refund, reimburse, credit, or resend any order or claim when the tracking information reflects "delivered." The security of your parcel cannot be guaranteed after delivery. It is the customer's responsibility to securely receive shipments. If your parcels are delivered to your location; home, office, or third party location and you are unable to receive the parcel face to face or in a secured mailbox or locker Orion °9 and its affiliates/shippers will not be held liable. We strongly encourage you to ensure your parcels are received securely.
If you do not have a secure delivery location DO NOT ORDER Orion °9.
**If you enter the wrong address (wrong zip code, etc) and the Carrier is able to update/correct it so your order can be delivered, there will be a $20+ charge applied to your order/account. This is a pass-through fee which is charged to Orion °9 by the Carrier for the hassle the mistake has caused. Please double check your shipping address before placing your order so this can be avoided. **
Shipping Inquiries / Customer Service Contact
Shipping inquiries like: "Where's my package? My shipment is delayed. It says 'delivered', but it's not here." and others will not be responded to within 7 BUSINESS DAYS of estimated delivery date. In order to keep our prices as low as possible we will not reply to any inquiry about shipments until the 7 Business Day period has elapsed. 99.9% of all shipments arrive successfully, albeit not as many by the estimated delivery date. We do not deliver or ship your items, this is done by a third party carrier. The best, simplest, and most logical way to locate your package is by speaking directly to your delivery person or neighbors. We cannot overstate this "life hack." If you still require assistance 7 Business Days after your package was estimated to arrive you can email manager@orionnine.com and we'll respond within 1 Business Day (This promise does not apply within 10 Business Days of any Federal Holiday)
FREE US Shipping All Orders Over $130
All orders over $130.00 are offered free shipping to any physical continental US address (Lower 48).
Orion °9 does not currently offer Free Shipping Internationally or to Hawaii, Alaska, Puerto Rico or any outlying US Territory.
We do cover 50% of Shipping costs to Alaska & Hawaii for bulk orders.
Exclusions
Orion °9 does not offer shipping on weekends or holidays.
Carrier
All Orion °9 products are shipped via UPS & USPS.
Processing
Orders which are placed Monday through Friday (excluding holidays) before 12pm CST will qualify for same day processing and shipment. All orders are shipped within 24-48 hours of receipt less Holidays & weekends.
Holidays -Closed/No Shipping
https://www.ups.com/assets/resources/media/en_US/US_Holiday_Operations_Schedule.pdf
Memorial Day Monday May 29th, 2023
Independence Day Monday & Tuesday July 3rd & 4th, 2023
Labor Day Monday September 4th, 2023
Thanksgiving Thursday November 23rd, 2023
Christmas Friday - Tuesday December 22-26th, 2023
NYE Monday & Tuesday January 1st & 2nd, 2024
Tracking
All shipments have real time tracking and verified tracking numbers so you can track your items 24/7 with delivery confirmation. All Orion °9 purchases require an email address, via email will send you updated shipping information as well as a tracking number as soon as it becomes available. Once the tracking number is available any shipping related issues should be directed toward the Carrier (UPS (800) 742-5877)
Delivery
Generally UPS ground shipping takes 3-5 business days depending on location. Shipping during BFCM/Late November through early January may experience extreme delays, sometimes as long as 2 Weeks.
*Business Day is defined as Monday through Friday not including Holidays. Please note: "2 Business Days" shipping before a holiday weekend can result in 7 actual days of shipping.
Delivery Confirmation
Delivery confirmation is provided on all orders within the U.S. Delivery Confirmation includes notification of a sent package and a successfully delivered package. Real-time tracking is with delivery confirmation.
INTERNATIONAL SHIPPING POLICY
Orion °9 is not currently offering shipments to any international locations. We encourage the use of a re-shipper like www.myus.com :)
Shipping Terms & Agreement
All orders MUST be shipped to the delivery address on your order. We cannot change the shipping address in your transaction to any other address after purchase. It is your responsibility to make sure your information is accurate when placing an order. Any mailing address mistakes on your part are your responsibility.
Fraud Prevention
Any orders with Fraud alerts will not be shipped until all details and information are verified. No exceptions. We have a fraud prevention system to protect every party.
Lost/Damage Items
All claims for lost, damaged, incorrect, or missing products or packages must be made within 5 business days (1 full calendar week) of the expected delivery date. Any inquiry made after this date is expressly not insured by Orion °9.
Every shipment is guaranteed with up to $100 reimbursement for loss due to Carrier's Error, one time. If you continue to have shipping losses Orion °9 & our Carriers will not be held responsible. If you have an issue that qualifies you will open a ticket with said Carrier (UPS, USPS, etc) and be required to cover the cost of your order up to $100 (we'll send you an invoice via email) & then Orion °9 will reship your order with "Signature Required" to ensure you receive the supplemental shipment.
We can't guarantee the performance of the shipping carriers, but we will do our part to make sure you get your order delivered on time and without any damage. At times, there are unforeseeable acts of nature or other issues that may arise, and/or the shipping carrier may not be able to perform their duties to deliver your package on time. Orion °9, cannot be held liable for late, lost, stolen, damaged packages.
Delivery times are estimates and Orion °9 will not issue refunds for delayed or lost packages, this is the Carrier's responsibility. Orion °9 is responsible for package processing up to providing a tracking number reflecting your package has been picked up by the Carrier. All issues arising after release to Carrier will require the purchaser to file a claim with the Carrier by visiting their respective website. Any loss beyond the $100 Carrier Insurance will be covered by Orion °9 in the form of replacement merchandise as long as the Carrier agrees to accept fault for the loss. Orion °9 reserves the right to deny any and all claims related to any shipping loss or other damages.
All of our shipments include Delivery Confirmation on every order to guarantee delivery. If the tracking information confirms that your order has been delivered to your address but you have not received your order, please contact Carrier for further assistance. We cannot be held accountable for packages when the tracking information states the package has been delivered to your order's address.
Shipping Charges
Shipping charges are non-refundable. You are responsible for any additional shipping charges during an exchange. If you send back an exchange, please include a note with what items you wish to receive in exchange, the address to send them to, the date your order was placed online, along with your email address.