FAQs

I've had bad experiences shopping at other online stores. Is Ortiwave reliable?

We understand that it's easy to be skeptical, which is why we want to assure you that our main goal is your satisfaction.

What payment methods are available?

You can pay with Visa, MasterCard, Apple Pay, Google Pay, and American Express, or via PayPal.

How long will it take for my order to arrive?

Please note that once the order is placed, it will take 24 to 48 hours to process and be shipped. Shipping time ranges from 5 to 12 business days. However, we want to inform you that due to extraordinary circumstances, our shipments may be delayed by an additional 2 or 3 days.

If I place an order on a Friday, will I receive it over the weekend?

We want to inform you that, for now, we operate from Monday to Friday, so we do not process shipments on weekends. Therefore, it's important to plan ahead if you need to receive your order during those days. We apologize for any inconvenience.

What if I need my order delivered on a specific date?

You can contact us via email at support@ortiwave.com. Our shipping department will take care of scheduling your delivery for the specified date

I made a mistake when entering the delivery details, what can I do?

In that case, please make sure to contact us via email at support@ortiwave.com within 12 hours of your purchase and provide us with the correct details.

Please note that after 12 hours, our products are already packed and ready for shipping, so we won't be able to change your order details.

Can I cancel or change an order?

In that case, please make sure to contact us via email at support@ortiwave.com within 12 hours of your purchase and provide us with the correct details.

Please note that after 12 hours, our products are already packed and ready for shipping, so we won't be able to change your order details.

What if I’m not satisfied with what I purchased?

If you are not satisfied with your purchase and wish to return an item, you can contact us via email at support@ortiwave.com, providing your order number and the reason for your return. Please note that you have 14 days from the receipt of your order to make a return. After this period, the product will no longer be eligible for return.

If you decide to return an order, please note that you will be responsible for the shipping costs

Our customer service team will review the return request and provide further instructions if the return is approved. Returned items must be in their original packaging, including any accessories, manuals, and documentation. Items must be unused and in the same condition as when they were sent to you, and in their original packaging. Stains, bent cards, broken seals, or damaged plastic sheets will not be accepted. If the condition of the product returned to us is not acceptable, we reserve the right not to process the return or exchange. Customized products cannot be refunded or exchanged.

Do the products I purchase come with a warranty?

If any of the products you received has a manufacturing defect or malfunction, we will replace it with a new, fully functional one at no cost to you.

Please note that you have 15 days from the receipt of your order to notify us of any issues. Also, please be aware that the warranty does not apply if the damage is due to improper use of the product.

Are your products the same as those sold in other stores?

Our products may have similar features to those from other stores, but their quality and service are superior. We strive to choose only products with proven quality, and we are so committed to this that if any issue arises with one of them, we will send you a new one completely free of charge.

What happens if I receive the wrong or damaged product?

Please contact our customer service team via email at support@ortiwave.com to begin the return process. Please include the following information:

• Order Number
  
• Proof of Purchase
  
• Video or photo of the product to be returned (if applicable)
  
• Full Shipping Address
  
• Phone Number

In some cases, you may be asked to provide a video or photo of the defective product as proof in order to process a refund or replacement.

How long does the return process take?

Return processing may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for the returned products. For non-defective items, the refund will exclude all shipping and handling fees.