Shipping policy
Last updated: August 14, 2026
This Shipping Policy applies to purchases made through orttu.com. The seller and merchant of record is WithReach LLC for United States deliveries and the applicable Global-e entity for deliveries outside the United States, as identified at checkout and in your order documentation. ORTTU supports fulfilment and Customer Care on the seller's behalf.
Delivery methods, rates, duties, taxes and estimates vary by destination. The checkout is the authoritative source for the options and charges available to a specific order.
1. Processing
In-stock orders are usually processed within 1–3 business days after the order is submitted, payment is authorised and any necessary fraud or address checks are completed.
Business days are Monday through Friday, excluding applicable public holidays. Processing may take longer during launches, sales, holidays or other high-volume periods.
Processing time is separate from carrier transit time. You will receive a shipping confirmation with tracking information when the order is dispatched.
2. Destinations and delivery estimates
ORTTU ships to the destinations available in the country selector and at checkout. Availability may change because of seller, carrier, customs, product or legal restrictions.
The delivery method and estimated transit time for your destination are shown at checkout. Delivery estimates begin after dispatch and are not guaranteed unless checkout expressly describes a service as guaranteed.
International orders are commonly sent with DHL. United States orders may use different carriers depending on the delivery location, product and shipping speed. The carrier shown in your shipping confirmation is the carrier assigned to your parcel.
3. Shipping charges and free shipping
For eligible United States orders, free standard shipping is available when the merchandise subtotal reaches US $200, after discounts and before taxes or other excluded charges, where confirmed at checkout.
International free-shipping thresholds vary by destination. The country selector and checkout show the threshold, currency treatment and eligible service available for the selected market.
A banner, cart progress indicator or general promotion does not override the eligibility result displayed at checkout. The rate and service confirmed at checkout apply to the order.
4. Duties and taxes
Applicable duties and taxes are calculated, collected or explained at checkout. For most supported destinations, duties and taxes are collected as part of checkout. The exact treatment depends on the destination and on the terms of WithReach LLC or the applicable Global-e seller.
Review the checkout carefully before submitting the order. If checkout states that an amount is payable on delivery, the recipient is responsible for that disclosed amount. ORTTU does not claim that every order is delivered duty paid.
Duties and taxes connected with a return or refund are handled under the Refund Policy, the applicable seller terms and local law.
5. Address requirements and delivery restrictions
Provide a complete and accurate residential or business delivery address.
ORTTU cannot deliver to:
- P.O. boxes;
- APO or FPO military addresses; or
- parcel lockers.
Other restrictions may be shown at checkout. If the address supplied is incomplete, incorrect or ineligible, the order may be delayed, cancelled or returned to sender. Additional shipping charges may apply before a returned parcel can be sent again, subject to applicable law.
6. Address changes and cancellations
Contact Customer Care immediately if you need to change an address or request cancellation.
We will try to help before fulfilment begins, but changes and cancellations cannot be guaranteed once processing has started. We cannot redirect a parcel after the carrier or fulfilment provider no longer permits it.
This section does not limit a cancellation, withdrawal or return right that applies under mandatory law or the Refund Policy.
7. Tracking
Your shipping-confirmation email includes the tracking link for the assigned carrier. A tracking record may take time to update after the label is created or the parcel is collected.
If tracking has not updated for five days, contact Customer Care with your order number so we can review the shipment and, where appropriate, open an investigation with the carrier.
Carrier scans, estimates and delivery events may change during transit. Use the carrier link in your shipping confirmation for the latest available status.
8. Delays
Orders may be delayed by customs processing, severe weather, carrier disruption, labour disruption, address issues, security checks, high order volumes or events outside reasonable control.
If the seller cannot ship within the time promised or required by law, it will provide any delay notice, revised estimate, cancellation option or refund required by applicable law.
A delay caused by a carrier does not remove rights that cannot legally be excluded.
9. Lost, stolen, damaged or incorrect deliveries
If a parcel is lost, marked delivered but cannot be located, arrives damaged or contains an incorrect item, contact Customer Care with:
- your order number;
- a description of the issue;
- the tracking information; and
- clear photographs of the item, parcel, packaging and shipping label where relevant.
For damaged or incorrect deliveries, photographs are required. ORTTU will cover reasonable return and replacement costs for a confirmed fault, damage, missing item or fulfilment error.
We may ask the carrier, warehouse, Checkout+ provider or seller to investigate before confirming a replacement, refund or other remedy. An investigation does not remove or delay a remedy beyond what applicable law permits.
10. Checkout+ shipping protection
Checkout+ is the customer-facing shipping-protection product currently offered for eligible orders. Claims are submitted through Customer Care.
Checkout+ coverage, exclusions, evidence requirements, reporting periods and available remedies depend on the terms shown for the service and the issue affecting the parcel. Purchasing Checkout+ does not guarantee that every claim will be approved.
Checkout+ is additional protection. It does not replace or limit rights against the seller for non-delivery, damage, faulty goods or another matter protected by applicable law.
11. Delivery and risk of loss
Unless the seller terms shown at checkout state a different lawful rule, title and risk of loss pass to you when the product is delivered to the delivery address or to a person you authorised to receive it.
This does not affect your rights if the product is faulty, damaged, incorrect or not delivered.
12. Contact
For delivery help, use the Contact Us page or email info@orttu.com with your order number.
We usually reply within 1–2 business days. This is a service target, not a guaranteed resolution time, and it does not extend a cancellation, return, claim or legal deadline.