Orders with items marked as "In Stock" at Orka usually ship within (1) business day from the time your order is placed. Please refer to the “product status message” as posted on the product page for individual items. Orders with items marked as “Special Order Items” need to be ordered from our Vendors, and can take between 10 to 15 business days to be shipped.

 You will receive a shipping confirmation email within 24 hours containing your tracking information.

General Shipping Information & Shipping Rates
A shipping charge applies to all orders. Shipping rates depend on the product(s) in your order and are determined by weight, size and destination. To determine the shipping rate for a specific product, add the item to the cart and proceed to check out to see all shipping methods and rates.


Free Shipping on Orders Over $99
Our fast, free shipping offer applies to all orders over $99 (after any discounts or promo codes are applied, and before any taxes are added) that are shipped through Standard Delivery within Canada.
For orders below $99, calculated shipping rates will be applied as per shipping services.


Exceptions
Our free shipping and flat shipping rate offers do not apply to:
- Oversized items and items over 50 lbs.*
- Remote locations that require air delivery or additional delivery fees (shipping value above $15)**
- Please note that we cannot deliver to PO boxes at this time.

*Any applicable shipping or oversize fees will calculate automatically during the shopping process prior to payment and is subject to the applicable taxes.
**Some remote areas of Canada can only be serviced by air delivery. In these cases free shipping and flat shipping rate offers are not available and extra shipping charges may apply. If extra shipping charges are required for your order we'll contact you to confirm the additional fees.


Express Shipping
Express shipping: Need something A.S.A.P? Make sure you evaluate our different delivery options at the checkout and choose what is most convenient for you.


Warehouse Pickup
Warehouse pickup is valid only if selected by customer when placing order, during Orka’s operating hours and only for orders confirmed via Order Pickup Notification email. Most orders are ready within a few hours, however, please allow for extra processing time on items requiring assembly or large orders.
For more information, visit our Warehouse Pickup Policy.

Your order will be delivered by a third-party shipping provider who will offer order tracking services. This service will allow you to monitor your package as it makes its way to its final address.

You can check the status of your shipment in the following ways:
- Follow the instructions included in your shipping confirmation email to track your order through the carrier’s website.
- Contact the Orka team by phone at +1(833) 333-6752.
- Use our website Live Chat to talk to an Orka team member.
- Email us at info@orka.ca for a status update.

By creating an account you will be able to make changes to your address. If you already have an account, you can login, click on My Account and then View Addresses, edit the address you will like to change. If you don't have an account, you can register here. It only takes 30 seconds! 

If you already placed an order and would like to change its destination, please contact us directly. 

Your package has been delivered but you believe it was stolen? This is called "Porch Piracy" and it becomes a lot more common during the holiday season. Please see below details about how we handle porch piracy and the steps you should take if this were to happen.

If the carrier tracking number associated with your order shows the package as delivered, please follow the steps below:
1. We are not responsible for packages lost or stolen due to Porch Piracy.
2. Please submit any evidence of stolen packages to your local authorities and file an official report.
3. If you can share the official police report you filed with our customer service team, we will review and consider refunding your order.
4. If the customer service team is not able to refund your order, you may then dispute the charges you made to your credit card with your bank or card issuer to retrieve your funds.

Please be sure to contact our customer service team if you dispute any charges as any future transactions on our website may be blocked automatically.
If you have any questions, our customer service team will be happy to help via Live Chat, Phone and Email.

We like to make things simple. Here's our return policy.
If you are not pleased with your purchase from Orka.ca, you can return the product online and get a credit card refund. You can return a product for up to 30 days following the date you purchased it. To be eligible for a return, all products must be in the original packaging, and undamaged.

To receive a full refund, all products must be returned in their original packaging and must be in like new condition, with no signs of use. A restocking fee might be applied on items depending on the type of return and the item’s condition upon return.

In order to return items you must request a return at https://orka.ca/a/returns, and follow the steps. You can also refer to the next tab of this FAQ "How do I return my item" for step-by-step instructions.

Exceptions
Some products may be non-refundable.
Non-refundable products such as Final Sales & Open Box Items are clearly identified in our product description details as non-returnable.
Shipping fees are non refundable.

Exchange policy
At this time we are not able to exchange items. Customers who would like to return an item and purchase another will receive a full refund on their returned item and can place a new order for the new item they’d like.

Step 1: Go to Request a Return

Step 2: Access your order and select the item(s) you wish to return. You will receive an RMA (Return Merchandise Authorization) and Return Label by email.
Once you receive your return label by email, please print your return label and a copy of your invoice.

Step 3: Package your items securely for return: seal the invoice copy inside the box and stick the return label on the outside of the box.

Step 4: Bring your package at the nearest Purolator drop off point.
Once we receive the item, we will complete a quality check – the refund will be initiated as soon as it’s approved and you will get an email notification when this is complete.
Please allow up to (7) business days for your return to be processed.

*Please note that the return label is a $10 flat fee which will be deducted from your refund instead of paying directly to the shipping carrier.
 **For oversized or heavy parcels the cost of the return label will be adjusted (our team will contact you before processing the return for an approval).

At Orka.ca you will find authentic and high quality products manufactured by industry leading brands. Products warranties are given and supported by the manufacturer of the product. Because the terms and conditions can vary from one item to another, we always recommend you review the product warranty before completing an order.

If the product does not function as originally described or intended while under warranty please contact the manufacturer directly.
If you need help, don’t hesitate to reach out to us – we are happy to guide you in the process.

If you need assistance placing your order, please contact us at +1(833) 333-6752 and we will be more than happy to assist you, or answer any of your questions.

Don't worry, it happens! If you placed an order but did not receive a confirmation email within the next 10 minutes after placing an order, make sure to check your Junk mailbox.
If the email is not in there either, make sure to give us a call at +1(833) 333-6752 so we can confirm we received your order, and resend you the confirmation email.

You can make changes to your order within the same day once the order has not been fulfilled. If your order has been fulfilled and you would like to cancel or make a change you will have to receive the item and return it. Items that are in the fulfilled status are already sent to the delivery carrier.

If you would like to make a change on an order that is not yet fulfilled, please contact us at +1(833) 333-6752.

Changed your mind? Not a problem. If your order has not been shipped, please contact us and we will be able to assist you with cancelling your order.

Please keep in mind all orders with items marked as "In Stock" are shipped within (1) business day.

If there is a product you will like to purchase, that is not available on Orka.ca, please send us an email with the model/part number of the product and the manufacturers name. We will contact the manufacturer for product availability and details.

Items that are not regularly stocked on Orka.ca are considered as Special order items.

Special order requests may take longer to process and deliver. All special order items are non-refundable and require payment to be made before the order is placed with the manufacturer.

Yes, an invoice is sent by email to you once your order is placed. You can also log in to your account, or create an account to access all your order invoices at any time.

Items that are not regularly stocked on Orka.ca and for which you contacted us to get them ordered from the manufacturer are considered special order items.
All Special Ordered items are Final sale.