Shipping, Returns & Warranty

Last updated: June 30, 2026

This policy applies to OraOrb hardware purchases unless a different policy is displayed at checkout or in your order confirmation.

1. Shipping availability

At launch, OraOrb hardware orders are intended for customers in the United States unless otherwise stated at checkout. Additional regions may be supported later.

2. Shipping times

For in-stock hardware orders, we typically process orders within 5–10 business days after order confirmation, unless another timeline is stated at checkout. Delivery timelines may vary based on destination, carrier, customs, weather, holidays, inventory status, or other circumstances outside our control.

3. Shipping costs, taxes, and duties

Shipping fees, taxes, duties, and import charges, if any, will be shown at checkout where applicable. Customers are responsible for providing accurate delivery information.

4. Lost, delayed, or damaged shipments

If your shipment is delayed, lost, or arrives visibly damaged, contact us at luqiwen@roleage.ai with your order information and photos of any damage. We may request additional information to help investigate with the carrier.

5. Returns

Unless otherwise stated at checkout, unused hardware in its original packaging may be returned within 30 days of delivery. Returned items must include all accessories, manuals, packaging, and bundled components. We may decline a return or reduce a refund if an item is used, damaged, missing parts, or returned outside the return window.

6. Return shipping

Customers are generally responsible for return shipping costs unless the return is due to our error, a verified defective product, or applicable law requires otherwise. We recommend using a trackable shipping method.

7. Limited hardware warranty

OraOrb hardware is covered by a 1-year limited warranty against manufacturing defects under normal use, starting from the delivery date, unless a different warranty period is stated at checkout or required by law.

The warranty does not cover misuse, accidents, unauthorized repairs or modifications, normal wear and tear, cosmetic damage that does not affect function, water or liquid damage outside stated specifications, loss, theft, or damage caused by using unauthorized accessories.

8. Warranty remedies

If we determine that a product is covered by the warranty, we may repair, replace, or refund the defective item at our discretion, subject to applicable law and inventory availability.

9. How to request support

Email luqiwen@roleage.ai with your order number, a description of the issue, photos or videos if useful, and the serial number or device identifier if available.