FAQs

Q: When will my order arrive?

A: Typically, all products will ship out within 48 hours and the shipping rates at check-out provide an estimate ETA based on your address. You will receive a shipping confirmation when your package ships.  During peak periods like the holidays, please allow for delays.

Q: How can I pay for my order?

A: Payment methods include; Apple Pay, Google Pay, PayPal, Credit Card (Visa, Mastercard, Amex) payments.

Q: How will payments appear on my Payee statement?

A: Payments may appear as as SVS Marketing or Orange Shop.

Q: How do I return or exchange my product?

A: You may return products in unused condition for full refund within 30 days of the purchase date. The customer may be responsible for return shipping charges. To request a return, please contact us for more information. 

Q: I did not receive my order notification.

A: Order notifications are sent within 10 minutes of placing an order.  If for some reason you did not receive your notification, we recommend you check your spam folder first and then contact us to make other arrangements.

Q: How can I contact customer service?

A: Customer service can be contacted online at our contact us page. Our customer support team is available Monday to Friday between the hours of 9 am to 5pm EST. We strive to answer all inquiries within 24 hours, but can take longer during peak periods.

Q: How do I cancel an order?

A: To cancel and order please go to our contact us page and complete the form requesting an order cancellation. Please be sure to include your order number and note that if the order has shipped return shipping charges could apply.

Q: How do I change my order?

A: To make changes to your order please contact us and complete the form requesting changes to your order. Please be sure to include your order reference number and the changes you would like to make. In some cases, changes might require the cancellation of the original order and a new order placed.

Q: Is there a retail location I can visit?

A: Currently we only offer products online and distributing via carrier.

Q: Can I pick my product up and save shipping?

A: Currently we only offer products online and distributing via carrier.

Q: Do you ship to my location?

A: We currently only ship to Canada and the USA. Please see the live shipping rates at checkout.

Q: What carriers do you use?

A: We use Canada Post. Please see the live shipping rates at checkout.

Q: What currency are the prices listed in?

A: All prices are listed in Canadian dollars.

Q: How do I use promotional discount codes?

A: If you have a discount code, you can apply it to your order at the checkout screen by entering in the correct code in the respective text box.

*Please note that some promotions code/discount code cannot be combined. Restrictions may apply.

Q: How does Orange Shop protect my personal information?

A:  We know how important your personal information is to you. We are committed to keeping your information confidential.  SVS Marketing and Ornge respects your privacy, and is committed to protecting your personal information by keeping it confidential and secure. 

For more information, visit the Privacy Policy and the Terms of Service