Shipping policy
This Shipping Policy applies to orders placed through ORLY Jewellers at orlyjewellers.com. Please review this policy before placing an order.
1. ORDER PROCESSING
In-stock merchandise is generally processed and shipped within 1–3 business days after an order has been received and any required payment or security verification has been completed.
Orders placed on weekends or holidays will generally begin processing on the next business day.
Certain orders may require additional processing time due to payment verification, fraud screening, product availability, sizing, engraving, customization or other order requirements.
If there is a significant unexpected delay affecting your order, ORLY Jewellers will make reasonable efforts to contact you.
2. SPECIAL ORDERS, BACKORDERS AND CUSTOM MERCHANDISE
Certain merchandise may not be immediately available from ORLY Jewellers' inventory and may need to be ordered from a manufacturer or supplier.
Estimated fulfillment times will vary depending on the product and supplier.
Special-order or custom merchandise generally requires approximately 1–4 weeks, unless otherwise communicated.
Backordered merchandise may require approximately 4–6 weeks, although actual fulfillment times may vary depending on supplier availability.
These timeframes are estimates and are not guaranteed unless ORLY Jewellers expressly confirms a guaranteed delivery date.
If an item becomes unavailable and ORLY cannot fulfill the order, we will contact the customer regarding available options, which may include waiting for replenishment, selecting an alternative product or cancelling and refunding the unavailable merchandise.
3. SHIPPING DESTINATIONS
ORLY Jewellers currently ships to eligible addresses within Canada, the United States and selected international destinations.
Shipping availability, carriers and costs may vary depending on the destination, merchandise and order value.
ORLY reserves the right to restrict shipping to certain destinations where reasonably necessary for security, carrier, insurance, regulatory or logistical reasons, subject to applicable law.
4. SHIPPING CARRIERS
Orders may be shipped using carriers such as Canada Post, UPS, FedEx or another appropriate shipping provider selected by ORLY Jewellers.
Carrier selection may depend on the destination, merchandise, order value, insurance requirements and available delivery services.
5. TRACKING INFORMATION
When tracking is available, customers will receive tracking information after their order has been shipped.
Tracking information may require some time after shipment to become active in the carrier's system.
Customers are encouraged to monitor tracking information and make appropriate arrangements to receive valuable shipments.
6. SIGNATURE REQUIREMENTS
For security and insurance purposes, a signature or other delivery confirmation may be required, particularly for higher-value orders.
Customers are responsible for ensuring that an authorized person is available to receive a shipment where a signature is required.
ORLY Jewellers is not responsible for delays caused by unsuccessful delivery attempts resulting from no authorized recipient being available.
The carrier may make additional delivery attempts, hold the package for pickup or return it to ORLY according to the carrier's procedures.
7. SHIPPING ADDRESS AND ADDRESS CHANGES
Customers are responsible for providing a complete and accurate shipping address when placing an order.
For fraud-prevention and security purposes, ORLY may be unable to change the delivery address after an order has been placed or approved.
Requests to change an address after purchase must be reviewed and are not guaranteed.
For certain transactions, ORLY may require the order to be shipped to the address associated with the transaction or may require additional verification before approving an address change.
If an order is returned because an incorrect or incomplete address was provided, additional shipping charges may apply before the order is resent.
8. DELIVERY TIMES
Any shipping or delivery estimates provided by ORLY or a carrier are estimates unless expressly stated otherwise.
Carrier delays may occur because of weather, transportation disruptions, customs processing, labour disruptions, high shipping volumes, security issues or other circumstances outside ORLY's reasonable control.
ORLY will reasonably assist customers where appropriate but cannot guarantee carrier transit times.
9. INTERNATIONAL ORDERS, DUTIES AND TAXES
International orders may be subject to customs duties, import taxes, brokerage fees, tariffs or other charges imposed by the destination country, customs authority or shipping carrier.
Unless expressly stated otherwise at checkout, these charges are not included in the product price or shipping charges paid to ORLY Jewellers and are the responsibility of the recipient/customer.
ORLY Jewellers does not control the amount of these charges.
International customers are responsible for complying with the import requirements applicable in their destination.
Customs processing may also result in delivery delays outside ORLY's control.
10. REFUSED OR UNCLAIMED SHIPMENTS
Refusing a shipment, failing to collect a shipment or refusing to pay applicable customs duties, import taxes or brokerage charges does not automatically cancel an order or create a right to a refund.
If a shipment is returned to ORLY, we will review the circumstances and contact the customer regarding available options.
Where permitted by applicable law, the customer may be responsible for reasonable costs resulting from the returned shipment, including original shipping, return shipping, customs, brokerage and reshipping charges.
Any refund or exchange eligibility remains subject to our Return & Exchange Policy and applicable law.
11. LOST OR MISSING PACKAGES
If tracking does not show delivery and a shipment appears to be lost or significantly delayed, please contact ORLY Jewellers so that we can assist with a carrier investigation where appropriate.
Carrier investigations may require time to complete.
Customers agree to reasonably cooperate with information or documentation required by the carrier or insurer.
ORLY will handle confirmed lost shipments in accordance with the circumstances of the claim, applicable carrier or insurance coverage and applicable consumer law.
12. PACKAGES MARKED DELIVERED
If tracking indicates that a shipment has been delivered but you cannot locate it, please contact ORLY Jewellers promptly.
We may ask you to verify the delivery address, check with other members of your household or business, building management, reception, mailroom or other appropriate persons who may have accepted the shipment.
ORLY may also initiate an investigation with the shipping carrier and review available delivery records, which may include tracking scans, delivery confirmation, signature records, delivery photographs or other carrier information.
A carrier's “delivered” status will be considered relevant evidence of delivery but does not eliminate any rights or remedies available under applicable law.
13. DAMAGED OR TAMPERED PACKAGES
If a package arrives visibly damaged, opened, resealed, altered or otherwise appears to have been tampered with, please preserve the package and all packaging materials and contact ORLY Jewellers as soon as reasonably possible.
Do not discard the shipping box, envelope, shipping label, protective materials or other packaging while a claim is being investigated.
Photographs of the exterior packaging, shipping label, interior packaging and merchandise may be requested.
The carrier or insurer may also require additional documentation or inspection of the packaging.
14. MISSING ITEM OR “EMPTY PACKAGE” CLAIMS
If a package is delivered but the customer claims that merchandise is missing from the package or that the package was received without the purchased item, ORLY Jewellers will treat the matter seriously and investigate the claim.
The customer must preserve the original shipping package, shipping label, internal packaging and all contents and reasonably cooperate with ORLY, the carrier, insurer and payment processor as necessary to investigate the claim.
Depending on the circumstances, ORLY may review evidence including:
- order preparation records;
- product and watch serial numbers;
- diamond or gemstone certificate numbers;
- photographs where available;
- packaging records;
- recorded shipment weight;
- carrier acceptance weight or other carrier records where available;
- tracking and delivery scans;
- signature or delivery confirmation;
- communications with the customer; and
- video surveillance or other records of order preparation and packaging where available.
ORLY may provide relevant information to the carrier, shipping insurer, payment processor, financial institution, fraud-prevention provider or appropriate authorities where necessary and permitted by law to investigate or resolve a claim.
Knowingly submitting false information regarding the contents, receipt or delivery of a shipment may constitute fraud and may be reported or pursued as permitted by law.
Nothing in this section limits a customer's legitimate rights under applicable consumer protection legislation.
15. SHIPPING INSURANCE AND CLAIMS
Certain shipments may be insured against qualifying loss or damage during transit.
Where a shipping insurance or carrier claim is required, the customer agrees to reasonably cooperate with the investigation and provide requested information or documentation.
The existence of shipping insurance does not automatically determine whether a claim is valid or guarantee reimbursement. Claims remain subject to the applicable carrier or insurer requirements and applicable law.
ORLY may communicate with carriers and insurers directly regarding shipments sent by ORLY.
16. ORDER VERIFICATION BEFORE SHIPPING
For the protection of our customers and ORLY Jewellers, certain orders may require additional verification before shipment.
ORLY may contact the purchaser to verify identity, payment authorization, billing information, shipping information or other transaction details where reasonably necessary.
Orders requiring verification may experience additional processing time.
Please refer to our Terms of Service and Privacy Policy for additional information regarding transaction verification and fraud prevention.
17. RETURNS AND EXCHANGES
This Shipping Policy does not determine whether merchandise is eligible for return or exchange.
Please refer to our Return & Exchange Policy for eligibility, deadlines, final-sale merchandise and return-shipping requirements.
18. CONTACT US
For questions regarding shipping or an existing order, please contact:
ORLY Jewellers
Email: info@orlyjewellers.com
Website: orlyjewellers.com
1 Place Ville Marie, Boutique 11110
Montreal, Quebec H3B 3Y1
Canada