Refund policy
Last Updated: April 28, 2026
At Orlena, every order is prepared according to controlled fulfillment standards. Our shipping and handling processes are designed to maintain product integrity from dispatch through delivery.
Order Processing
Orders are fulfilled Monday through Friday, excluding federal holidays.
Orders placed before 2 PM ET are typically processed the next business day. Orders placed after 2 PM ET will be processed that following business day.
During periods of increased volume, including protocol launches and restocks, processing times may require an additional business day. Any known delays will be communicated when possible.
Once an order has entered processing, modifications or cancellations are not permitted.
Shipping Availability
Orlena currently ships within the United States only.
Orders submitted with international shipping addresses will be automatically canceled and refunded.
Shipping Rates
Shipping rates are calculated at checkout based on destination, package weight, and selected delivery method.
All rates are determined by the carrier and may vary accordingly.
Shipping Methods
Orders are shipped via established US carriers, including USPS, UPS, and FedEx.
Carrier selection is determined based on the most efficient delivery method unless otherwise selected at checkout.
Estimated delivery timelines provided at checkout are generated by the carrier and are not guaranteed.
Signature Confirmation
Orders totaling $250 or more (before tax) require signature confirmation upon delivery.
Orlena reserves the right to require signature confirmation on any order to ensure secure and verified delivery.
If signature confirmation is declined (when available), responsibility transfers to the customer upon delivery confirmation.
Shipping Insurance
Shipping insurance may be included or offered at checkout depending on the order and carrier.
If insurance is selected, claims must be filed within the carrier’s required timeframe and may require supporting documentation.
If insurance is not selected, Orlena cannot guarantee replacement for packages that are lost, damaged, or stolen after delivery.
Product Integrity & Storage Conditions
Certain products may be sensitive to temperature fluctuations during transit.
While all orders are packaged to maintain product integrity, Orlena is not responsible for product degradation resulting from exposure to extreme temperatures once in transit or after delivery.
Delivery & Carrier Responsibility
Once an order has been transferred to the carrier, delivery is managed by the shipping provider.
Orlena is not responsible for carrier delays, weather-related disruptions, or packages that are lost or stolen after being marked as delivered.
Risk of loss and title for all products pass to the customer upon confirmed delivery by the carrier.
If your package is marked as delivered but cannot be located, we recommend:
• Verifying the shipping address provided at checkout
• Checking with neighbors or household members
• Contacting the carrier directly
We are available to provide supporting documentation for claims when needed.
Incorrect or Incomplete Addresses
Customers are responsible for ensuring all shipping information is accurate at checkout.
Orders returned due to incorrect or incomplete addresses, refusal, or failed delivery attempts may require additional shipping fees for reshipment.
Refused Packages
Orders refused at delivery will be treated as returns and may be subject to return shipping fees and applicable deductions.
Damaged Items
If your order arrives damaged, you must contact us within 48 hours of delivery.
Please include:
• Order number
• Clear photos of the product
• Images of the outer packaging
This allows us to assess and resolve the issue as efficiently as possible.
Professional-Grade Tools & Devices
Due to the nature of clinical-grade tools and devices:
• Opened microneedling cartridges are final sale
• Devices are inspected prior to shipment
• Shipping-related damage must be reported within 48 hours
Orlena is not responsible for damage resulting from improper use after delivery.
Policy Updates
This policy may be updated at any time to reflect operational, clinical, or regulatory changes, including those related to clinical services and regulated product categories.
Contact
For order-related inquiries, please contact:
