ora Return and Refund Policy

Last updated: Oct 22, 2026

Every ora order is made and branded for you, so refunds work differently from a retail store: you can cancel for a full refund until you approve your proof, and after delivery we replace, refund or credit units that arrive defective or short-packed. Damage or loss in transit is covered by the cargo insurance included with every shipment we arrange.

At a glance

Situation	When	What you get
You cancel the order	Before you approve your proof	Full refund
You cancel the order	After you approve your proof	No refund; production has started
Units arrive defective	Reported within 14 days of delivery	Replacement, refund or credit for those units
Units missing from cartons we packed	Reported within 14 days of delivery	Missing units sent, or refund or credit for them
Cartons damaged or lost in transit	Noted on the carrier's delivery receipt and reported to us right away	We claim on the cargo insurance and pass the settlement to you as a replacement, refund or credit
You no longer want the products	Any time after delivery	Not returnable; goods are made and branded for you

Cancellations and changes

You can cancel your order for a full refund at any point before you approve your digital proof. Email hello@carryora.com with your order number and we will confirm the cancellation in writing.

Once you approve your proof, production starts and the order cannot be cancelled or refunded, because the products are made and branded to your order.

You can change quantities, colours or branding before you approve your proof. If a change affects the price or lead time, we will confirm the new price and timeline before going ahead, and refund or invoice the difference.

Defective or short-packed units

If units arrive defective, or cartons we packed are short, report it within 14 days of delivery:

1. Check your shipment when it arrives. Count the cartons, and note any visible damage or missing cartons on the carrier's delivery receipt before you sign.
2. Email hello@carryora.com within 14 days of delivery with your order number, the number of units affected, and photos of the problem and the packaging.
3. We review your claim and reply within 2 business days.
4. For a confirmed claim, we replace the affected units or refund or credit their price, at our choice. We may ask you to return the units or dispose of them; if we ask for a return, we pay the return shipping. Shipping for replacement units is decided case by case: we either cover it or quote it to you, and we will confirm which before sending them.

A defect means a manufacturing fault present on delivery. Normal wear, misuse, accidents, and small differences in colour, size or logo placement from your approved proof are not defects. Damage or loss in transit is not a defect. It is covered by the cargo insurance included with every shipment we arrange: we file the claim and pass the settlement to you, subject to the insurer's terms. If you do not report a problem within 14 days of delivery, the order is treated as accepted.

How refunds are paid

We issue approved refunds to your original payment method within 3–5 business days. Depending on your bank, it can take up to 10 more business days to appear on your statement. If we issue a credit instead, it can be used on any future ora order.

If you paid by bank wire, we refund by wire to the account the payment came from. For refunds due to a defect or shortage on our side, we cover our bank's wire fee. Fees charged by your bank or intermediary banks, and differences from currency exchange, are not covered.

Once your order has shipped, freight, shipping, duties, customs and brokerage fees are not refundable, including when we replace, refund or credit units because of a defect or shortage.

Products that are not defective or short-packed cannot be returned, including when you change your mind, order the wrong quantity, or approve a proof with an error in it.

This policy is part of our Terms of Service, which are issued by Axiom Oakmont, operating as ora, Toronto, Ontario, Canada. Questions: hello@carryora.com.