FAQ
Frequently Asked Questions
Welcome to the Ornacase Help Center! We've gathered answers to some of the questions our customers ask most often to make your shopping experience easier.
Can't find what you're looking for? Contact our customer care team at support@ornacase.com. For assistance with an existing purchase, please include your order number and the email address used at checkout.
Ordering & Payments
How do I use a promotional or discount code?
Applying a discount is easy! Just enter your valid promotional code during checkout before completing your purchase.
- Choose the products you'd like to purchase and add them to your shopping cart.
- Proceed to checkout using your preferred available payment option.
- Find the discount code field in your checkout summary.
- Enter your code and select the option to apply it.
- Check that your discount has been reflected in the order total before submitting payment.
Shopping on a phone? You may need to expand the "Show order summary" section to locate the discount field.
Shopping on a computer? The discount entry field is typically displayed alongside your order summary.
Checkout layouts may vary depending on your device and selected payment method.
Which payment options are available?
Ornacase supports a selection of commonly used payment methods to help customers complete their purchases conveniently.
- PayPal
- Visa
- Mastercard
- American Express
- Diners Club
- Major debit and credit cards
- Apple Pay and Google Pay
The payment methods available for your purchase will be displayed during checkout. Availability may depend on your location, device, and payment eligibility.
What will I pay for shipping?
Our standard international shipping rate is $5.99 USD.
Shipping charges may be adjusted based on your delivery destination or qualifying promotional offers. Any applicable shipping fees will be clearly shown at checkout before you confirm your order.
Shipping & Delivery
Can Ornacase deliver orders internationally?
Yes! We offer worldwide shipping, subject to destination restrictions and carrier availability.
Our orders may be fulfilled through different distribution facilities and shipping partners. The fulfillment location is selected according to product availability and the shipping arrangements for your destination.
When should I expect my package to arrive?
Orders are generally prepared for dispatch within 3 business days.
After shipment, delivery usually takes approximately 10–20 business days.
Please keep in mind that these are estimated timeframes. Customs clearance, public holidays, carrier schedules, and unexpected transportation disruptions may affect the actual arrival date.
Where can I check my shipment's progress?
Once your package has been dispatched, we'll send a shipping confirmation email containing tracking details.
You can use the provided tracking number to follow your package through the carrier's website or a tracking service such as 17TRACK.
My tracking status hasn't changed. Is something wrong?
Not necessarily. Tracking systems sometimes take 24–48 hours after shipment to display the first update.
It's also common for tracking activity to pause temporarily while a parcel travels between shipping facilities or passes through customs.
If your shipment shows no new tracking activity for more than 7 days, please reach out to support@ornacase.com so our team can look into it.
Why did only some of my purchased items arrive?
Depending on stock availability and fulfillment arrangements, products from the same order may be sent in different packages.
This means one item could arrive earlier than another, even though they were purchased together.
When your purchase is shipped in multiple parcels, separate tracking details will be provided for each shipment.
Order Changes & Cancellations
Can I correct my delivery address or contact information?
If you notice an error in your shipping address, recipient name, or telephone number, please notify us as quickly as possible.
We recommend contacting support@ornacase.com within 12 hours of placing your order.
To request a correction, please provide:
- Your order number.
- The email address associated with your purchase.
- The complete and accurate replacement information.
Our team will attempt to make the requested adjustment if your order is still eligible for modification.
Once a package has been shipped, we are unable to change its shipping information.
Is it possible to change a product's size, color, or quantity?
Product changes must be requested before your order enters fulfillment.
If you selected the wrong variation or need to adjust the number of items purchased, please email support@ornacase.com immediately.
Make sure your message includes:
- Your order number and checkout email address.
- The item you wish to modify.
- The exact size, color, or quantity you would prefer.
We'll do our best to help, but modifications cannot be guaranteed once fulfillment has begun.
What if I want to cancel my purchase?
If you decide not to proceed with an order, please contact our support team before the package has been dispatched.
Cancellation requests can only be accommodated while the order remains unshipped. A handling fee may apply to eligible cancellations.
After an order has been shipped, cancellation is no longer available. For information about returning a delivered purchase, please refer to our Return & Refund Policy.
Problems With Your Order
What should I do if my order arrives damaged?
We're sorry if your purchase reaches you in less-than-ideal condition.
Please send an email to support@ornacase.com with the following details so we can review the situation:
- Your order number.
- Clear photographs or a short video showing the damage.
- A picture of the shipping label attached to the package.
After reviewing the information, our customer service team will help you understand the next steps.
What happens if a product is defective or has a quality problem?
If you believe an item has a manufacturing defect or does not meet expected quality standards, please let us know.
Contact support@ornacase.com and provide:
- Your order number and the email used to place the order.
- A short explanation of the problem you've experienced.
- Photos or video footage that clearly shows the issue.
Our support team will examine the submitted information and assist you in accordance with our applicable store policies.
What if an item is missing or I received the wrong product?
If the contents of your package don't match what you ordered, please contact us so we can investigate the discrepancy.
Email support@ornacase.com with:
- Your order number and order email address.
- A photograph of any incorrect product you received.
- A list of items that appear to be missing, if applicable.
Before reporting a missing item, please check whether your purchase was divided into separate shipments, as different packages may arrive on different days.
We'll review the order information and help determine an appropriate resolution.
Order Emails & Notifications
I placed an order but never received a confirmation email. What should I do?
Order confirmation messages are generally sent to the email address provided at checkout.
If you haven't received yours, start by checking your spam, junk, or promotional email folders.
Still can't find it? Send a message to support@ornacase.com with your name and the email address you may have used during checkout.
Our team will help locate your purchase and arrange for the confirmation details to be sent again.
Why haven't I received a tracking number yet?
Tracking information is typically emailed within 1–2 business days after your order has been processed for shipment.
If that period has passed and no tracking email has arrived, please check your spam folder first.
If you still cannot locate the message, contact our support team for assistance with your shipment status.
Still Need Assistance?
Our Ornacase customer support team is happy to assist with shopping questions, order updates, and after-purchase concerns.
Store: Ornacase
Website: https://ornacase.com/
Customer Support Email: support@ornacase.com
Phone: (618) 481-4460
You can email us at any time. We aim to reply to customer inquiries within 24–48 hours.
To help us respond efficiently, please include your order number and checkout email when asking about an existing purchase.
Thank you for shopping with Ornacase!