FAQ's
Shipping / Orders status
Orders placed on Orage.com can be shipped to almost anywhere in Canada and the continental USA. However, we do not deliver to PO boxes.
When can I expect to receive my order?
Once your order is placed, it will take between 1 to 3 business days to be processed by the warehouse. Parcels shipped within Quebec normally take 1-3 business. For the rest of Canada and the US, orders will normally take 3 to 5 days to be delivered. Please refer to your tracking number for more information. During sale periods, shipping might take longer to be processed by the warehouse. You’ll receive a tracking number by email once it ships.
How much is shipping?
- We offer free shipping on all orders over $150.
- Orders under $150 have a flat $10 shipping fee + taxes
- All orders will be shipped within 1-5 business days.
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International shipping in Europe doesn’t include VAT
You will automatically receive tracking information and a copy of your invoice via email once your order has shipped.
Price adjustment
If a regular-priced item goes on sale within 14 days of ordering, we can gladly offer you the difference in the form of an Orage gift card to use on your next online purchase!
To request a price adjustment, contact our customer service at info@orage.com with your order number. To be eligible for a price adjustment, your purchase must meet the following criterias:
***Not valid on first-time customer offers or targeted offers.
***Cannot be combined with any other offers.
***Not valid on Black Friday, Cyber Monday or other Holiday Season promotions.
***Not valid on outlet items or inventory sales.
***Effective on purchases made at orage.com
An item is missing from my order. What should I do?
It is possible that we have shipped your order in more than one shipment. To verify, please see the shipping confirmation email and packing slip included in the package. The slip will confirm which items you should have received. If you are missing an item, please contact our customer service team within 30 days of receiving your package at info@orage.com. We will do our best to find a solution as soon as possible.
How can I modify or cancel my order?
We can’t modify an order once it is placed. If you need to cancel or update your shipping address, please reach out to our customer service team by chat or at info@orage.com.
Note that we fulfill and ship all orders within one business day. If the order you wish to cancel has been shipped, we cannot cancel it.
I made a mistake in my shipping address, how can I change it?
Please reach out to us at info@orage.com with the correct shipping information. We will do our best to update your shipping address before the parcel leaves the warehouse.
If for some reason we weren’t able to update your address before it ships, it is your responsibility to contact UPS to change the delivery and return the package to sender if needed. We are not responsible for the lost package when the address entered is incorrect.
Warranty
What is your warranty policy?
Orage outerwear is fully warranted to the original owner against defects in materials or workmanship for the practical lifetime of the product (except accessories). All accessories have a One-Year Warranty. Visit our warranty page for more information.
I received a damaged item, how can I return it?
Each product goes through rigorous quality control, both in production and at our warehouse. This shouldn’t have happened. Please send us a picture of the defective item at info@orage.com with your order number and we will take care to replace the item.
Returns
What is your return policy?
We offer a free return policy within 30 days after your purchase on all unworn regular-priced item(s).
Orage is committed to selling new high-quality products. Items must therefore be returned in their original condition with the tags attached to them. No exceptions. If you are unsure whether the product you are returning is no longer considered new, please contact us at info@orage.com before proceeding with the return.
You can find more information on our return policy and procedure here.
How can I exchange products?
We currently can’t process exchanges. If you are unsatisfied with your order, you may return it. Please refer to the refund section for more detailed information.
When will I receive my refund after returning items?
Please allow us 5-10 business days to refund your order once it’s received at the warehouse.
How do I return or exchange an item purchased from a retailer?
You may contact the retailer directly. Each store has a different return policy. We do not handle returns of products purchased from one of our retailers.
Sizing
You will find a size chart on each product page. You can also refer to the reviews of other customers for more information on the fit. If you still have doubts, you can contact us via chat or by email at info@orage.com.
Out of stock
Why am I unable to select an item to put in my basket?
The item is out of stock in the selected color and size. We will not receive more stock for this item.
The preorder item I want is currently unavailable, when will you receive more stock?
If all the preorders for the selected color and size are sold, the item will no longer be available for this season. We will not receive more stock.
