Shipping Policy

Where do you ship from?

We have warehouses and logistics centers in Hong Kong, Mainland China, and the United States. Most orders are shipped from the warehouse or fulfillment center best positioned to provide efficient delivery.

During peak seasons, periods of high demand, or when inventory availability requires it, an order may be shipped from a different fulfillment location.

What are your shipping destinations?

We currently ship to the United States and a wide range of international markets, including the United Kingdom, Canada, Australia, Ireland, the Netherlands, New Zealand, Sweden, Denmark, Norway, Finland, Germany, Belgium, Spain, Italy, Austria, Portugal, Switzerland, Estonia, Lithuania, Latvia, Greece, Hungary, Poland, the Czech Republic, France, Singapore, the United Arab Emirates, Saudi Arabia, Romania, Croatia, and Hong Kong.

Shipping availability may vary by product and destination. If a destination is not available at checkout, we may be unable to ship to that location at that time.

How long does processing take?

We generally process and prepare orders for shipment within 1–3 business days.

During peak periods, holidays, promotional events, or periods of unusually high order volume, processing may take longer than usual.

In some cases, additional time may be required for order verification, product inspection, or fulfillment. Although we make every effort to maintain accurate inventory, an item may occasionally become unavailable after an order is placed. If this occurs, we will notify you as soon as reasonably possible.

What are your shipping times?

The estimated delivery time displayed at checkout includes both order processing and transportation time. Actual delivery times may vary depending on the destination, carrier, customs clearance, local delivery conditions, weather, holidays, and other factors outside our control.

As a general estimate, shipping time after an order is processed is approximately:

• United States: 5–12 business days

• Non-US destinations: 5–17 business days

These are estimated delivery timeframes only and are not guaranteed delivery dates.

Shipping Fee

We offer free shipping on orders over $20.

Any applicable shipping charges will be displayed at checkout before you complete your purchase.

What happens during peak seasons?

During holidays, major sales events, and other periods of high shipping volume, processing and delivery may take longer than usual.

Carrier networks may also experience delays during these periods. We recommend placing orders in advance when delivery by a specific date is important.

What about customs and international delays?

International orders may be subject to customs clearance, import procedures, inspections, taxes, duties, or other requirements imposed by the destination country.

Customs processing times vary by country and are outside our control. Such delays may affect the estimated delivery timeframe.

Unless otherwise stated at checkout or required by applicable law, any customs duties, import taxes, or other charges imposed by the destination country may be the responsibility of the Buyer.

What should I do if my order hasn’t arrived yet?

If your order has not arrived within the estimated delivery timeframe, please contact our customer support team at support@orateeth.com and provide your order number and tracking information.

We will review the shipment status and, where appropriate, assist with contacting the carrier or submitting a delivery inquiry.

Please note that carrier delays, customs clearance, severe weather, transportation disruptions, and other circumstances outside our reasonable control may affect delivery times.

What if my tracking shows that the package was delivered but I cannot find it?

If the carrier's tracking information shows that your package has been delivered but you cannot locate it, please first check your front door, mailbox, parcel locker, garage, side entrance, or other secure locations around the delivery address. You may also wish to check with household members, neighbors, building management, or others who may have accepted the package on your behalf.

If you still cannot locate the package, please contact us as soon as possible at support@orateeth.com. We may request delivery confirmation, delivery photographs, GPS or location information, or other available evidence from the carrier.

Depending on the circumstances, we may ask you to provide reasonable information or evidence to assist with the investigation.

What if I entered the wrong or incomplete delivery address?

Please carefully review your shipping information before completing your order.

The Buyer is responsible for providing a complete, accurate, and deliverable delivery address, including the recipient's name, street number, street name, correct street suffix, apartment or unit number where applicable, city, state or province, postal code, country, and contact telephone number.

If an incorrect, incomplete, misspelled, or otherwise inaccurate address provided by the Buyer causes a delivery failure, misdelivery, return to sender, loss of the package, or additional shipping costs, the Buyer is responsible for the resulting losses and costs, including, where applicable, product loss, return shipping charges, storage fees, customs or related charges, and additional reshipping or delivery fees.

The Seller may assist the Buyer by contacting the carrier or submitting a delivery investigation request; however, such assistance does not constitute an admission of liability, and the Seller does not guarantee that the package can be located, recovered, or successfully redelivered.

For full terms regarding delivery address responsibility, delivered-but-not-received orders, lost or misdelivered packages, and replacement or refund eligibility, please refer to Section 7 – Order Delivery and Address Responsibility of our Terms of Service.

Important Delivery Notice

Orders are shipped using third-party carriers. Carrier tracking information, delivery records, delivery photographs, GPS or location information, and other carrier-provided evidence may be used to determine the delivery status of an order.

If the carrier confirms that a package was successfully delivered to the delivery address provided at checkout, the order will generally be considered successfully delivered, subject to applicable law and any confirmed carrier error.

If a carrier confirms that a package was lost in transit or misdelivered, we will review the circumstances and determine an appropriate resolution in accordance with our policies and applicable law.