Return and Exchange Policy

ORCA has built a strong reputation as a standout online brand. To back that up, we maintain a clear Return and Exchange Policy that customers can rely on whenever needed.

Got a question or a problem with your order? Our support team is ready to help by email and will get back to you as quickly as possible to sort things out.

Order Cancellations

  • Cancel within 24-48 hours of ordering for a full refund.
  • After 48 hours, cancellation fees apply: 25% deducted after 48 hours, 35% deducted after 3 days.
  • Past 7 days, cancellations generally aren't accepted, though in special cases a 50% deduction may allow one.
  • Shipped orders cannot be cancelled at all.

If We Don't Hear From You

  • No confirmation from you within 10-12 days of order placement means we'll cancel it automatically and refund 50%.
  • If shipment gets delayed because we're waiting on your response, and you then decide to cancel, only 50% of your payment comes back.
  • If the order is delivered anyway after we've already flagged the issue to you and had no response, no refund or return will be granted.

Sizing and Fit

  • Report sizing issues within 24-48 hours of delivery.
  • Ordered the wrong size but it matches our official size chart? A return won't be accepted, though we may offer a discounted replacement while you keep the original item.
  • If the sizing mistake was ours, we'll cover the cost of the exchange.
  • Any size-related claim needs photo evidence.

Color or Design Differences

  • Lighting and photo editing during product shoots can cause slight color differences from what you see online. Small variations from lighting or screen settings don't qualify for a return.
  • If the color is noticeably different from what was ordered, let us know within 24-48 hours.
  • Any design or pattern mismatch on our end should be reported with photos within 24-48 hours for a fast fix.

Damaged, Defective, or Missing Items

  • Item arrived damaged or faulty? Send us clear photos within 24-48 hours.
  • Lost in transit? We'll send a replacement or work on recovering it at no cost to you.
  • Once the carrier marks an order "delivered," we're no longer responsible for loss or theft — that should be raised directly with the courier.

General Return/Exchange Rules

  • Reach out within 24-48 hours of delivery for any complaint to be resolved.
  • Items must come back unused, with all original tags still attached.
  • US-based customers get a prepaid return label, though a 30% fee applies (covering shipping and restocking). Prefer not to use that label? Ship the return yourself and get a full refund once we've inspected the item.
  • Customers outside the US are responsible for their own return shipping costs.
  • Items sent back used or damaged won't qualify for any refund.
  • Returns need to go back to whichever location the order originally shipped from.
  • Refunds are only issued once the returned item arrives, is inspected, and is approved by our team.

Custom Orders

Custom-made items cannot be refunded or returned. Custom requests may carry an added charge.

Missed or Refused Deliveries

If you refuse a delivery or don't respond to the courier or customs, ORCA isn't liable for a parcel that's lost, returned, or destroyed as a result. Returned packages caused by an incorrect or incomplete address mean the customer covers the cost of reshipping. Double-check your delivery address before checkout to avoid delays or losses.

Customs and Import Charges

While we cover shipping costs, customs duties and import taxes vary by country and remain the buyer's responsibility. If customs charges go unpaid even after we've reminded you, and the package ends up held, returned, lost, or destroyed as a result, Orca can't offer a refund or compensation.

Situations We Don't Accept Returns For

  • The size you picked matches our size chart, but it wasn't what you expected.
  • You just don't like the item once it's arrived, or changed your mind about quality, material, or style.
  • The purchase was made just to "try it out."
  • The return/exchange request comes in after the 48-hour window, or the order has already shipped.
  • It was a gift and the recipient wasn't satisfied, or didn't unbox it within the return window.
  • The address entered at checkout was incomplete or wrong, or you moved before the package arrived.

Delivery Delays

Courier delays from weather, holidays, or other logistics issues are outside our control. No refund or compensation is offered for delays caused by these factors.

How Refunds Work

  • Refunds go out only after our quality control team inspects the returned item.
  • Money is returned to your original payment method, or another method if agreed with the customer.
  • Refunds can take 7-14 business days to show up, sometimes longer depending on your bank.

Questions not answered here can go to Team ORCA at info@orcacloths.com.
Address: 57-18 East 37 St 3rd Floor, Woodside NY 11377