ora Shipping Policy

Last updated: Oct 22, 2026

We ship worldwide, directly from our production facility to your delivery address. You choose express shipping by air or standard shipping by sea, and shipping is quoted separately and paid by you.

At a glance

Method	Typical transit after dispatch	Best for	Tracking
Express (air)	About 2–4 weeks	Smaller orders, tight deadlines	Door-to-door tracking number
Standard (sea)	About 4–6 weeks	Large orders, lowest cost per unit	Shipment updates by email

Transit times are added to production time (about 7–10 business days). They are estimates, and your quote confirms the method, cost and expected timeline for your order.

How shipping works

Every order ships directly from our production facility to the delivery address on your order. Because it is an international shipment, it passes through customs in your country, including for buyers in Canada.

1. Quote. We quote shipping separately from your products, based on your quantity, the method you choose and your delivery address.
2. Payment. Shipping is paid in full with your order, along with the product total.
3. Production. Your order is made and branded after you approve your proof.
4. Dispatch. We email you when your order leaves the facility, with tracking or shipment details.

Large orders may ship in more than one carton or pallet, and sometimes in more than one shipment. We will tell you if your order is split.

Duties, taxes and customs

Orders delivered in Canada. Unless you use your own freight forwarder, we import your order and clear it through customs. Import duties and customs fees are included in your quoted price, so you pay nothing more on arrival. Any GST/HST that applies is shown on your invoice.

Orders delivered outside Canada. You import your order. Your quote does not include import duties, taxes, customs brokerage or carrier clearance fees in your country; you pay them, usually to the carrier or customs before delivery. Ask your local customs office or broker if you want an estimate first.

You are responsible for any import permits, registrations or product requirements in your country. If a shipment is held because these are missing, any storage, return or disposal costs are yours. As set out in our Return and Refund Policy, freight, shipping, duties, customs and brokerage fees are not refundable once your order has shipped.

Tracking, delivery and inspection

Express orders get a tracking number when they dispatch. Standard orders get shipment updates by email as they move through departure, arrival and customs.

We ship to business addresses. Someone must be available to receive the delivery, and standard (sea) deliveries may need a loading dock or a liftgate; tell us when you order if your site needs special handling.

Risk of loss or damage passes to you when we hand your order to the first carrier at our production facility. Every shipment we arrange is covered by cargo insurance, and its cost is included in your shipping quote. When your order arrives:

• Count the cartons against the delivery paperwork.
• If boxes are visibly damaged, note it on the carrier's delivery receipt before you sign, where you can.
• Report any defective units, or units missing from cartons we packed, within 14 days of delivery, as set out in our Return and Refund Policy.

Damage or loss in transit. If your order is damaged or lost in transit, tell us right away with photos and a copy of the delivery receipt. We file the claim with the insurer and pass the settlement to you as a replacement, refund or credit, subject to the insurer's terms.

Using your own freight forwarder. If you arrange your own forwarder to collect your order from our production facility, your forwarder handles transit, tracking and customs, and their charges, along with any import duties and taxes, are yours. Shipments your forwarder collects are not covered by our cargo insurance.

Address changes, failed deliveries and delays

Address changes. Check your delivery address on your quote. You can change it free of charge until your order dispatches. After dispatch, we will ask the carrier to redirect it where possible, and any carrier fees are yours.

Failed or refused deliveries. If a delivery fails because the address is wrong, no one is available to receive it, or the shipment is refused, you pay any redelivery, storage or return charges.

Delays. Carrier, port and customs delays are outside our control, and transit times are estimates rather than guarantees. If your shipment is delayed, we will follow up with the carrier and keep you updated.

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