FAQ'S

Frequently Asked Questions & Policies

I provided the wrong or incorrect shipping address. What now?
Customers are responsible for providing the correct postal address when ordering. Rorange does not change the address unless notified by email before the order ships. Please verify your full address including apartment, suite, or dormitory details efore completing your purchase.
If you realize your address is incorrect before shipping, email us immediately at contactrorange@gmail.com with the correct address. Once your order has shipped, Rorange is not responsible for packages delivered to the wrong address.

What if I provided incorrect shipping information?
If a package is returned to Rorange due to an erroneous or incomplete address or if you were not available to receive the delivery, you will be responsible for the return shipping fees and any re-shipping charges. These fees depend on current shipping rates.
Rorange is not responsible for lost or undeliverable packages caused by incorrect shipping information, and no refunds will be issued in such cases.

What about lost or stolen packages?
Rorange is not responsible for lost or stolen packages once delivery has been confirmed to the address provided. Upon request, we will provide delivery confirmation, tracking information, and carrier details to help you follow up. It is the buyer’s responsibility to inquire with the carrier about lost or stolen packages.

What if I receive damaged or incorrect items?
If you receive an incorrect item, a missing item, or damaged product, please email rorange@gmail.com within 24 hours of delivery with clear photos or videos. We will review and resolve verified issues promptly.
Please note, no refund, exchange, or credit will be issued for orders delivered to the correct address if damage is due to melting, settling, or leaking caused by weather or transit. We package all products carefully with sealed containers and protective cardboard to minimize such risks.

What happens if the butter or hair grease melts?
Hair grease or butter can melt due to heat during shipping. If this happens, simply place the product in the fridge or freezer for a few minutes. The product’s effectiveness remains unchanged.

Are all your products vegan?
All our products are vegan except for our hair grease, which contains beeswax.

Where do you ship to?
Currently, we ship anywhere in Canada using Canada Post.
(In the future, we plan to offer shipping to the US via USPS.)

What courier do you use?
Canada Post is our shipping partner for all Canadian orders. For details, please refer to our shipping policy.

Are exchange rates applied?
All transactions are processed in Canadian dollars (CAD). If your card uses another currency, your bank or card issuer will apply their exchange rate at the time of transaction.

What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX).
We do not accept personal checks, money orders, direct bank transfers, debit cards, or cash on delivery.

How secure is my online order?
Your payment information is entered on a secure SSL-encrypted site and sent directly to the credit card provider’s network for authorization. We do not store your credit card details on our servers.

Do you offer cash on delivery?
Not at this time. Please subscribe to our site for updates in case COD becomes available.

Do you accept returns, cancellations, or exchanges?
Due to the nature of our products and for health and safety reasons, all sales are final. No cancellations, returns, or exchanges are accepted after order placement. Please be sure before you order.
Most funds are used upfront to produce your items. We appreciate your understanding.

Thank you for choosing Rorange!
Team Rorange

 

 

FAQ – Questions fréquentes

1. J’ai fourni une mauvaise adresse de livraison, que faire ?
Le client est responsable de fournir la bonne adresse postale. Rorange ne modifie pas l’adresse sauf notification par email avant expédition. Vérifiez bien votre adresse complète avant de finaliser la commande.
Si vous constatez une erreur avant l’expédition, contactez-nous rapidement à contactrorange@gmail.com. Après expédition, nous ne pouvons pas intervenir.

2. J’ai donné une information de livraison incorrecte, quelles conséquences ?
Si un colis est retourné à cause d’une adresse erronée ou incomplète, ou si vous étiez absent lors de la livraison, vous devrez payer les frais de retour et de nouvelle expédition. Aucun remboursement ne sera effectué.

3. Que faire en cas de colis perdu ou volé ?
Rorange ne peut être tenu responsable des colis perdus ou volés après confirmation de livraison. Sur demande, nous fournirons les preuves de livraison et informations du transporteur.

4. J’ai reçu un produit endommagé ou incorrect, que faire ?
Envoyez un email à rorange@gmail.com dans les 24h avec photos ou vidéos. Nous analyserons le problème.
Nous ne remboursons pas les produits endommagés par la chaleur ou le transport.

5. Que faire si le beurre ou la pommade fond ?
Mettez le produit au frais quelques minutes ; il retrouvera sa texture normale et gardera ses propriétés.

6. Vos produits sont-ils vegan ?
Tous nos produits sont vegan sauf la pommade capillaire qui contient de la cire d’abeille.

7. Où livrez-vous ?
Nous livrons partout au Canada via Postes Canada. Prochainement aux États-Unis via USPS.

8. Quels moyens de paiement acceptez-vous ?
Cartes VISA, Mastercard, AMEX. Pas de chèques, mandats, virements, cartes de débit ou paiement à la livraison.

9. La commande est-elle sécurisée ?
Oui, paiement sur site SSL sécurisé et crypté. Nous ne stockons aucune donnée bancaire.

10. Proposez-vous le paiement à la livraison ?
Pas encore. Inscrivez-vous pour être informé.

11. Acceptez-vous les retours ou annulations ?
Toutes ventes sont finales, pas de retour, échange ou annulation possible.

Pour toute question, contactez-nous à :
📧 contactrorange@gmail.com