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FAQs

General Information

What is Orisent?

You can learn about us here.

Where are you located?

We are based in Sydney, Australia. Full details are on the Contact Us page.

How can I contact customer service?

Visit our Contact Us page for full details.

Account and Orders

How do I create an account?

You don’t need to create an account before your first purchase, as the online shop checkout process includes the steps for creating an account.

How do I reset my password?

You can reset your password here.

How do I track my order?

We will provide shipment tracking details once your order is confirmed, and you will then be able to track your delivery using our freight partner’s online tracking system.

Can I modify or cancel my order?

Subscriptions can be cancelled at any time by viewing your account details here.

Shipping and Delivery

What are your shipping options and rates?

We ship all orders using TNT Express at a flat rate of $17.95, Australia-wide.

Do you ship internationally?

We don’t currently ship online orders outside of Australia, but contact us and we’ll make arrangements with you directly.

How long does shipping take?

3-5 business days is standard for in-stock items, but allow for 7-10 days during peak periods.

What should I do if my order hasn’t arrived?

Simply contact us and we’ll investigate. You can reply to your order confirmation email, or visit our Contact Us page.

Returns and Exchanges

What is your return policy?

You can read our full policy here.

What if I receive a damaged or incorrect item?

Simply contact us and we’ll help you. You can reply to your order confirmation email, or visit our Contact Us page.

Payment

What payment methods do you accept?

We accept all major credit cards, along with Apple Pay and Google Pay.

Is it safe to use my credit card on your site?

Yes, it is safe to use your credit card on our site. We process all payments using WooPayments, a highly secure and trusted payment gateway. WooPayments employs advanced encryption and security protocols to ensure that your payment information is protected. Additionally, our website is SSL certified, meaning all data transmitted between your browser and our server is encrypted and secure.

We are committed to maintaining the highest standards of security and privacy to protect your personal and financial information. If you have any concerns or questions about payment security, please do not hesitate to contact us.

Miscellaneous

Do you offer wholesale or bulk purchasing?

Yes, we do. Contact us and we’ll get someone from our sales team to discuss your needs and provide you a quote.

Can I purchase a gift card?

We don’t offer gift cards online, but contact us and we’ll help arrange something for you.

What if I have a question that’s not listed here?

Simply contact us and someone from our customer service team will answer your question as soon as possible.