FAQ
Order Processing
Q: How long does it take to process my order? A: All orders are processed and shipped within 1-3 business days from the date of purchase.
Q: What is the order cut-off time? A: Orders placed before 3:00 PM (local time) will be processed on the same business day. Orders placed after 3:00 PM will be processed on the next business day.
Q: What happens to orders placed on weekends or holidays? A: Orders placed on weekends or public holidays will be processed on the next business day.
Q: Will I receive an order confirmation? A: Yes, you will receive an email with your order details once your order is confirmed. A shipping confirmation email with tracking information will be sent once your order has been dispatched.
Shipping Methods & Delivery
Q: What shipping methods are available? A: We currently offer Standard Shipping for domestic orders within the United States.
Q: How long will my order take to arrive? A: Standard Shipping typically takes 4-7 business days.
Q: Are delivery times guaranteed? A: Delivery times are estimates and may vary based on destination, weather conditions, and carrier delays.
Shipping Costs
Q: How are shipping costs calculated? A: Free shipping within the U.S.
Order Modifications
Q: Can I modify my order after placing it? A: Yes, you may modify your order, but you must contact us within 2 hours of placing your order. After 2 hours, changes are no longer possible.
Shipping Restrictions
Q: Do you ship to all addresses? A: We reserve the right to limit shipping to certain addresses or regions. Some products may also be subject to shipping restrictions based on local laws and regulations.
Q: Can I ship to a PO Box? A: Certain oversized or heavy items may not be eligible for delivery to PO Box addresses.
Q: What if my address is not eligible for shipping? A: If we are unable to ship to your address, we will notify you and provide a full refund.
Tracking
Q: How can I track my order? A: Once your order has been shipped, you will receive an email with your tracking number and a link. You can track your order through our website or the carrier's website.
Delivery
Q: What happens if I'm not home when my package is delivered? A: The carrier will typically leave a notice with instructions for re-delivery or pickup. Please ensure that someone is available to receive the package or pick it up from the designated location.
Q: What if my address is incorrect or incomplete? A: We are not responsible for packages that cannot be delivered due to incorrect or incomplete addresses provided by the customer. Please double-check your address before completing your order.
Return & Exchange Policy
Q: Can I return my items? A: Yes, we understand that you may need to return items for various reasons. Please inspect your order as soon as you receive it and contact us within the specified time frame if you need to request a return.
Q: What is the return time limit? A: Please contact us to request a return within 30 days of receiving your item (the specific time frame is based on our policy). Returns requested after this period may not be accepted.
Q: Which items are not eligible for return? A: The following items may not be eligible for return (subject to actual policy):
Accessories such as earrings, studs, and lip rings (for hygiene and safety reasons, these items are ineligible for return or exchange once unsealed or worn).
Items such as rings, necklaces, and bracelets that are custom-produced based on the measurements you provide.
Q: What conditions must return items meet? A: Return items typically must meet the following conditions:
- Items must be unused and in original condition
- All original packaging, tags, and instructions must be retained
- Original invoice or order confirmation must be included
- Any accessories, gifts, or bonus items must be returned as well
Q: Who pays for return shipping? A:
- If the return is due to our error (such as damaged items, wrong item shipped, or quality issues), we will cover the return shipping cost
- If the return is due to customer reasons (such as change of mind or wrong size), the return shipping cost may be borne by the customer
- For free shipping orders, partial returns may result in recalculation of shipping fees
Q: How do I request a return? A: Follow these steps to request a return:
- Inspect the items upon receipt
- Contact us within the specified time frame with your order number and reason for return
- Wait for our review and return instructions
- Return the items to the designated address following the provided instructions
- Keep the tracking number for your records
Q: How long will it take to receive my refund? A: After we receive and inspect the returned items, refunds are typically processed within 10 business days. The refund will be credited back to your original payment method, and the actual arrival time depends on the payment processor and bank's handling speed.
Q: Can I exchange my item? A: Yes, if your item has quality issues or was shipped incorrectly, you may request an exchange. Please indicate your exchange request when contacting us about the return, and we will do our best to arrange an exchange for you.
Q: What is the refund method? A: Refunds will be credited to your original payment method:
- Credit/Debit Card: Refund to the original card
- PayPal: Refund to the original PayPal account
- Other payment methods: Please confirm with customer service
Q: Will partial returns affect free shipping? A: If your original order qualified for free shipping, partial returns may result in the remaining order amount no longer meeting the free shipping threshold. In such cases, we may deduct the corresponding shipping cost from your refund.
Issues & Problems
Q: My package is lost. What should I do? A: If your package has not been delivered within the estimated delivery window, please contact us. We will file a claim with the shipping carrier and work to resolve the issue.
Q: My package arrived damaged. What should I do? A: If your order arrives damaged, please:
- Keep all original packaging and materials
- Take photos of the damaged items and packaging
- Contact us within 48 hours of delivery
We will work with you to resolve the issue, which may include sending a replacement or issuing a refund.
Q: My package shows as delivered but I didn't receive it. What should I do? A: First, please check with neighbors or building management. If you still cannot locate your package, contact us within 48 hours of the delivery notification, and we will file a claim with the shipping carrier.
Q: Who is responsible if my package is lost, stolen, or damaged? A: Once we transfer products to the carrier, title and risk of loss pass to you. However, we will work with you and file claims with the carrier to resolve any issues.
Delays
Q: My order is taking longer than expected. What should I do? A: We are not liable for shipping delays caused by carrier issues, weather events, natural disasters, or force majeure. If your order is significantly delayed, please contact us, and we will work with the carrier to resolve the issue.
Multiple Items
Q: Will all items in my order arrive at the same time? A: If your order contains multiple items, they may be shipped separately and arrive on different days. You will receive a shipping confirmation email for each shipment.
Contact Us
Still have questions? We're here to help!
Orolatino
Email: info@allorolatino.com
Phone: +1 4049829138
Address: 4166 Buford Hwy NE, Atlanta, GA 30345, United States
Business Hours: Monday - Sunday, 11:00 AM - 7:30 PM
Thank you for choosing Orolatino. We're happy to assist you with any questions about your orders, shipping, and returns.