FAQ

Frequently Asked Questions

How do I place an order?

Select the product you would like to purchase, choose the applicable options and quantity, add the product to your cart, and proceed to checkout.

Please review your contact information, delivery address, selected products, and order total before completing payment.

How do I know whether my order was successful?

After a successful order, you should normally receive an order confirmation containing your order number at the email address provided during checkout.

If you believe payment was completed but you did not receive confirmation, please contact:

service@ordenlio.com

Can I change or cancel my order?

Please contact us as soon as possible.

We will make reasonable efforts to change or cancel orders that have not yet entered fulfillment.

Once an order has been dispatched, it may no longer be possible to cancel it as an unshipped order.

How long does order processing take?

Processing times may vary depending on product availability, order volume, fulfillment location, weekends, public holidays, and other operational factors.

We will prepare orders for shipment as promptly as reasonably possible.

How long does delivery take?

Delivery times vary depending on the destination, product, fulfillment location, carrier, customs processing, and other factors.

Where available, an estimated delivery timeframe may be displayed during checkout, included in your order information, or provided after shipment.

Please review our Shipping Policy for additional information.

Will I receive tracking information?

Where tracking is available, tracking details will be provided after the order has been dispatched.

Tracking information may require some time to become active after the carrier receives or scans the shipment.

What should I do if my order arrives damaged?

Please contact:

service@ordenlio.com

and provide:

Your order number
A description of the issue
Clear photographs or videos where appropriate

We will review the issue and provide an appropriate resolution.

What should I do if an item is missing or incorrect?

Once the issue has been reviewed and verified, we will provide an appropriate replacement, refund, or other resolution.

What is your return policy?

Eligible return requests may generally be submitted within 30 days after receiving the order.

Please review our Return & Refund Policy for complete eligibility requirements and instructions.

Where should I send a return?

Please do not send a product back before contacting us.

Return locations may vary depending on the product, fulfillment location, and customer location.

Once your return request has been approved, our customer service team will provide the appropriate return instructions.

When will I receive my refund?

Once an approved refund has been issued by ORDENLIO, the time required for the funds to appear in your account depends on your bank, card issuer, or payment provider.

What payment methods do you accept?

Available payment methods are displayed during checkout and may vary depending on location.

Is payment information secure?

Payments are processed through supported third-party payment providers.

ORDENLIO will never ask customers to send complete payment card information by email.

Will I have to pay customs duties or import taxes?

International orders may be subject to customs duties, import taxes, or other government charges depending on the destination.