***COVID-19 Update 5/1/2020***
Due to the global pandemic, shipping times have been delayed worldwide. We are working with our supply and shipment team every day to ensure a smooth delivery and we appreciate your patience! We have maintained shipping times. Even with COVID-19 related shipping delays, you should still receive your order within 2 weeks from ordering. Rest assured that our staff is following all current recommendations from the WHO to ensure safe processing and delivery for every order.
Ortho Frontier ("we" and "us") is the operator of (www.orthofrontier.com) ("Website"). By placing an order through this Website you will be agreeing to the terms below. These are provided to ensure both parties are aware of and agree upon this arrangement to mutually protect and set expectations on our service.
Subject to stock availability. We try to maintain accurate stock counts on our website but from time-to-time there may be a stock discrepancy and we will not be able to fulfill all your items at time of purchase. In this instance, we will fulfill the available products to you, and contact you about whether you would prefer to await restocking of the backordered item or if you would prefer for us to process a refund.
Shipping costs, unless noted as “free” during checkout, are calculated based on weight, dimensions and destination of the items in the order. Payment for shipping will be collected with the purchase. This price will be the final price for shipping cost to the customer.
A) Transit Time Domestically
In general, domestic shipments are in transit for 7-14 days
B) Transit time Internationally
Generally, orders shipped internationally are in transit for 7-14 days. This varies greatly depending on the courier you have selected. We are able to offer a more specific estimate when you are choosing your courier at checkout.
C) Processing/ Dispatch Time
Orders are usually processed and dispatched within 2 business days of payment of order. Our warehouses operates on Monday - Friday during standard business hours, except on national holidays at which time the warehouse will be closed. In these instances, we take steps to ensure shipment delays will be kept to a minimum.
D) Change Of Delivery Address
For change of delivery address requests, we are able to change the address at any time before the order has been dispatched.
E) P.O. Box Shipping
Ortho Frontier will ship to P.O. box addresses using postal services only. We are unable to offer couriers services to these locations.
F) Military Address Shipping
We are able to ship to military addresses using USPS. We are unable to offer this service using courier services.
G) Items Out Of Stock
If an item is out of stock, we will dispatch the in-stock items immediately and send the remaining items once they return to stock.
H) Delivery Time Exceeded
If delivery time has exceeded the forecasted time, please contact us so that we can conduct an investigation.
Upon dispatch, customers will receive a tracking link from which they will be able to follow the progress of their shipment based on the latest updates made available by the shipping provider.
Parcels Damaged In Transit
If you find a parcel is damaged in-transit, if possible, please reject the parcel from the courier and get in touch with our customer service. If the parcel has been delivered without you being present, please contact customer service with next steps.
Duties & Taxes
A) Sales Tax
Sales tax has already been applied to the price of the goods as displayed on the website
B) Import Duties & Taxes
Import duties and taxes for international shipments will be pre-paid, without any additional fees to be paid by customer upon arrival in destination country
If you change your mind before you have received your order, we are able to accept cancellations at any time before the order has been dispatched. If an order has already been dispatched, please refer to our refund policy.
A) Process for parcel damaged in-transit
We will process a refund or replacement as soon as the courier has completed their investigation into the claim.
B) Process for parcel lost in-transit
We will process a refund or replacement as soon as the courier has conducted an investigation and deemed the parcel lost.
For all customer service inquiries, please email us at: email@example.com. A representative will respond to you in under 24 hours.