Frequently Asked Questions

Shipping & Tracking

When will my order be shipped?

Orders placed on business days before 12PM ET will be shipped out from our distribution center the same day (excluding holidays). Orders placed after 12PM ET will be processed the following business day. You will receive an email shipping confirmation within 24 hours containing your tracking number.

What are my shipping options?

Free shipping is available on all orders over $99 (before taxes) that are shipped through standard delivery within Canada.

Our free shipping policy does not apply to:
  • Oversized products and products over 50 lb
  • Remote locations that require air delivery or additional delivery fees.

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.

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

International shipping: To find out whether we can ship an item to your International address, simply send us an email at info@orka.ca. We are happy to serve worldwide customers!

*Any applicable shipping or oversize fees will calculate automatically during the shopping process prior to payment and is subject to the applicable taxes.

Can I track my package?

Yes, all customers are able to track their package with the tracking number provided via email at the time of the order fulfillment. You can track your package on the carrier’s website.

If you need further assistance tracking your package please contact Orka.ca at 1-833-333-6752

How can I change my Shipping Address?

By creating an account you will be able to make changes to your address. If you already have an account click on My Account and then View Addresses, edit the address you will like to change.  

 

Returns & Refunds

Can I cancel my order?

Changed your mind, no problem. If your order has not been shipped please contact our customer service team and they will be able to assist you with cancelling your order.

***Please keep in mind all orders placed before 12PM ET are shipped out the same day***

How do I make changes to an order I’ve already placed?

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 contact the Orka Team at 1-833-333-6752.

What is the return and exchange policy?

In order to return items you must request a return at https://orka.ca/a/returns. Your request must be submitted within 30 days of your purchase.
All products must be in original packaging and undamaged.

Please note: Shipping is not refundable.

Exchange policy

At this time we are not able to exchange items. Customers who will 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.

** Exceptions -Some products may be non-refundable. Non-refundable products are clearly identified in our product description details as non-returnable. Shipping costs are non-refundable. **

How do I return my item?

You can return a product for up to 30 days after you purchased it. To be eligible for a return, all products must be in the original packaging, unopened and undamaged.

To return your item follow the steps below:

Step 1:

Go to Order Support/Request a Return (bottom left of our site), access your order and select the item(s) you wish to return. You will receive an RMA (Return Merchandise Authorization) by email.

Step 2:

Print the return shipping label and authorization (RMA) and prepare your package.
The RMA goes in the box, the return shipping label is attached to the box.

Step 3:
Ship your box.

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 7 business for your return to be processed.

 

Other Frequently Asked Questions

How to place an order?

If you need assistance placing your order, please contact our customer service Team at 1-833-333-6752.

Can Orka provide me with an invoice?

Yes, an invoice is sent by email to each customer once their order is placed. Customers can also create an account to access all their order invoices at any time.

I can’t find what I’m looking for

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 request 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.

Finale Sale  

Items that are not regularly stocked on Orka.ca are considered special order items. All Special Ordered items are Final sale.