Do you offer international shipping?
Yes, we currently ship to Malaysia and selected international destinations. To check if we deliver to your location, please contact our Customer Service team for assistance.
Do you ship to all countries?
While we aim to serve customers worldwide, there are some countries we cannot ship to due to regulatory or logistical restrictions. Please check with our Customer Service team to confirm if we ship to your country.
Are shipping charges different for international and local shipments?
Yes, shipping charges vary based on the item’s weight, dimensions, and destination country. The exact shipping cost for your order will be calculated and displayed at checkout, ensuring transparency based on your selected shipping destination.
How long will it take for international shipments to arrive?
Delivery times for international shipments depend on the destination country, customs processes, and other factors. Please contact our Customer Service team for assistance.
Will I need to pay customs duties or taxes?
Customs duties, taxes, or import fees, if applicable, are determined by your country’s regulations and are the responsibility of the recipient. These charges may be collected upon delivery, so we recommend checking with your local customs office for more information.
What happens if my international shipment is refused or returned by customs?
If you notice your shipment is refused or returned by customs due to unpaid fees or other reasons, please contact our Customer Service team for assistance.
What are the shipping charges?
The shipping charges for local shipments are determined based on factors such as distance and local shipping regulations. During the checkout process, you will be shown the applicable shipping charges specific to your local area.
How do I choose my preferred 3PL (Third-Party Logistics) provider for my order?
As you proceed to checkout, our system will dynamically adjust based on your chosen shipping method and location. This ensures that you have the flexibility to tailor your shipping experience according to your specific delivery preferences.
How do I track my parcel?
Once your order is shipped, you will receive a tracking number via email, which you can use to monitor the progress of your delivery.
How long does it typically take for my shipments to arrive?
The delivery time for the shipments can vary depending on the destination and other factors. Estimated delivery times will be provided at checkout based on your shipping destination.
How can I change or modify my billing address?
To change or modify your billing address, please log in to your account on our website and navigate to the account settings or profile section. There, you should find an option to update your billing address. If you encounter any difficulties, please contact our customer service team for assistance.
What if I have a special order request?
We can accommodate special requests for large orders, including personalised messages, multiple delivery addresses, and more. Please feel free to contact our customer service team to discuss the specific details of your order.
Can I send a gift to friends and family?
Absolutely! We love to be a part of any celebrations. Purchase as usual from
orilogy.com
In shipping information, fill up your recipient’s address and contact number. Our courier partner will contact the number on your shipping information to arrange for delivery without revealing the parcel content.
We will not include order invoices in parcels 😊
Can I include a personalized message with my order?
Yes, definitely! You can type your message in the “Order Notes” section before checking out.
Are there any limitations on special requests?
While we strive to fulfill all special requests, there may be limitations based on factors such as product availability, location, or other constraints. Our customer service team will inform you of any limitations or alternatives available in such cases.
Will there be any additional fees for special requests?
Depending on the nature of the special request, there may be additional fees associated. Our customer service team will inform you of any applicable fees, if applicable, prior to finalising your order.
How will I be updated on the status of my special request?
Our customer service team will maintain open communication with you regarding your special request. They will provide updates and confirm the fulfilment of the request as needed.
If you have any additional questions or need further assistance regarding your order, please don’t hesitate to contact our customer service team.
Why didn’t I receive an email about my order being shipped?
There could be several reasons why you did not receive an email notification about your order being shipped. First, please check your spam or junk folder to ensure that the email did not get filtered there. Additionally, make sure that the email address associated with your order is correct. If you still cannot find the email, please contact our customer service team, and they will provide you with the necessary information regarding your order’s shipment status.
What would happen if I was not at home when my parcel arrived?
Hi, if you were not home when the shipping company tries to deliver the package to you, you can ask your family members to help collect the package.
Or you can contact your local shipping company to arrange the deliver when you are home.
Why is the logistics track / I received an email saying that the parcel has been delivered, but I haven’t received it yet?
Don’t worry, if you haven’t received the parcel yet, please try the following ways to find the package before contacting customer service:
- Confirm that your delivery address is correct, go to the My Order page on the Orilogy official website, and confirm the delivery details of your order.
- If the correct address is confirmed, most packages are usually found accidentally misplaced. Check your mailbox or drop-off location to see if the courier left your package near your home, in the mailbox, in front of the garage or on the lawn.
- Check to see if someone else is taking your delivery. Ask your family members, neighbors, doorman or other household members if they have accepted your package.
- Sometimes the courier tries to contact you for package delivery, but fails to deliver. Please check your phone message or email to see if the carrier notified you of a failed delivery attempt or negotiated a second delivery time with you.
- Wait 48 hours. In rare cases, a package may show as delivered up to 48 hours before it actually arrives.
If a delivery attempt fails, or you still cannot get your package back, the fastest thing to do is to contact the carrier directly.
If you have tried the steps above and are still unable to locate your package, please contact our customer service team for assistance.
