We want you to be happy with your purchase. If something doesn't seem right with your order, we offer returns on replacements in line with the following policy:
According to your circumstances, you may be eligible to return Orca hardware for either a refund or a replacement up to 2 years after purchase. Please see the two potential scenarios below:
1) My order arrived less than 30 days ago and I want to send it back
Orca offers a 30-day satisfaction guarantee on all device purchases, according to our Terms of Service.
2) My hardware, which arrived between 30 days and 2 years ago, is not working and I want to send it back / get a replacement
We provide a 2-year limited warranty. Please refer to our Terms of Service for more information about making a warranty claim.
Orca will not replace or repair any devices whose purchase date is more than two years old at the time of notification of any issue.
How does the return process work?
30-Day Satisfaction Guarantee:
1. Send a message to hello@getorca.com asking for a return, which includes the following information:
The address Orca should use for the shipping label
Your telephone number
The original invoice for the device purchase
2. We will then send a shipping label to you via email. Once this label has arrived, please send back the device in its original packaging and with all parts that were originally included in the box using the shipping label. Please inform us when you send it, so we can track the progress of the return.
3. Orca will issue a full refund for the returned products as soon as the warehouse has confirmed receipt of the return.
Warranty Claim:
If you have an approved warranty claim, the replacement process will work as follows:
1. For the warranty claim to have been approved, you will have already had to send over the following information to Orca for evaluation:
The original invoice for the device purchase
Evidence demonstrating damage or malfunction that would qualify the device for a warranty claim
Once approved, Orca will also request the following information:
The address Orca should use for the shipping label
Your telephone number
The address where any replacement device should be shipped to
2. We will then send a shipping label to you via email. Once this label has arrived, please send back the device in its original packaging and with all parts that were originally included in the box using the shipping label. Please inform us when you send it, so we can track the progress of the return.
3. Orca will process the shipment of the replacement device(s) as soon as the warehouse has confirmed receipt of the return.
Orca will only be able to receive returns and ship replacements to our stated shipping destinations.
See: Where does Orca ship to?