Returns & Refunds
We accept returns for 10 days from the delivery date of your order. Products must meet the following conditions to be eligible for a refund or exchange
- Product(s) must be in original packaging and in brand new condition.
- Customer must pay for all shipping costs associated with the return.
- If product(s) packaging has been opened or has broken seals, the return may be subject to 20-40% restocking fees.
- Additional fees of 10% may be imposed if accessories, parts or other items are missing from original packaging.
Please allow 2 weeks for the proper processing of your return once it has arrived at our facility.
Note: Orlando Novelty reserves the right to refuse or deny any return and may request additional information as a condition of the return. We strongly recommend you insure your package as we are not liable for any product(s) lost or damaged in transit.
Defective items are subject to return based on the product. Please give us a call for more detailed information.
Missing / Damaged Items
All missing and damaged items must be reported within 72 hours of delivery. All glass products, components and accessories are not covered under warranty unless the product arrived damaged. Please contact us at info@OrlandoNovelty.com and we'll take care of the issue immediately.
All packages are insured when shipped. In order to receive credit for broken, damaged and/or missing items due to shipping, pictures of the box and product must be sent within 72 hours of delivery. Broken and/or damaged product(s) and the shipping box must be kept until credit is received by the shipping company to Orlando Novelty. Credit will not be given if shipping company does not provide credit for any reason.
Sold Out Items
We try very hard to have enough stock of all the products we offer and have that stock status accurately displayed on our website. But we do run out from time to time. In these situations, the product will be removed from your order and will not be sent.
We will issue you a credit for all returned items, which can be used on any other available merchandise. No cash refunds.