We want you to be completely satisfied with your ORO gear. Please review the following policies carefully before purchasing. If you have any questions, reach out at info@ororacks.ca — we're happy to help.

Standard Products

Applies to stocked items such as bed racks, mounts, and accessories.

Returns

Standard products may be returned within 30 days of purchase, provided they are unused, uninstalled, and in original condition with all original packaging, hardware, and accessories included.

• Return Authorization: Contact us at info@ororacks.ca before shipping anything back. Returns sent without prior authorization may be refused or not credited.
• Documentation: All returns must include a copy of the original order confirmation and a clearly stated reason for the return.
• Return Address: Ship only to the address provided in your return authorization email.
• Product Condition: Items must be unused, uninstalled, and in new, resalable condition. This means no scratches, marks, drilling, modifications, or signs of installation or use of any kind. We strongly recommend insuring return shipments — damage incurred during return shipping is the customer's responsibility.

Cancellations

• Orders cancelled on the same calendar day they were placed are eligible for a full refund, less a 3% payment processing fee.
• Orders cancelled after the same day may be subject to a cancellation fee of up to 20%, particularly if the order has already been processed or prepared for shipment.
• If a shipping label has already been generated, the order cannot be cancelled and must follow the return process after delivery.

Refunds & Deductions

• Payment Processing Fees: Fees of approximately 3% are non-refundable in all cases. These are retained by the payment processor (e.g. Visa, PayPal) and are outside our control.
• Original Shipping Costs: Not refundable, including on orders that qualified for free shipping.
• Return Shipping: The customer's responsibility.
• Restocking / Damage Fees: A fee of at least 15% may apply if returned items are not in new, resalable condition. We reserve the right to refuse returns if products are returned damaged, incomplete, or showing signs of use.
• Processing Time: Approved returns are processed within 7–14 business days of the package arriving at our facility. You will receive a refund confirmation email once complete.

Built-to-Order Products

Applies to products manufactured to order, including all ORO roof racks.

Why We Build This Way

ORO roof racks are made in Canada, in small batches, by a small team. We don't warehouse walls of finished inventory — we build what's ordered, when it's ordered. That keeps quality high and waste low. It also means that once your rack is in production, it exists for you — and a cancellation at that stage has a real impact on our operation. We appreciate your understanding, and we stand behind everything we make.

Returns

Built-to-order products may be returned within 30 days of purchase, provided they are unused, uninstalled, and in original condition with all original packaging, hardware, and accessories included.

• Return Authorization: Contact us at info@ororacks.ca before shipping anything back. Returns sent without prior authorization may be refused or not credited.
• Documentation: All returns must include a copy of the original order confirmation and a clearly stated reason for the return.
• Return Address: Ship only to the address provided in your return authorization email.
• Product Condition: Items must be unused, uninstalled, and in new, resalable condition. This means no scratches, marks, drilling, modifications, or signs of installation or use of any kind. We strongly recommend insuring return shipments — damage incurred during return shipping is the customer's responsibility.
• Restocking Fee: A minimum 25% restocking fee applies to all built-to-order returns, reflecting the cost of manufacturing a product specifically for your order. This fee increases if the product is returned in non-resalable condition. We reserve the right to refuse returns if products arrive damaged, incomplete, or showing signs of use.

Cancellations

Production begins shortly after an order is placed. Please review this policy carefully before purchasing.

• Same day: Full refund, less a 3% payment processing fee.
• After same day, before material is cut: 10% cancellation fee applies.
• After material has been cut: 25% cancellation fee applies. At this stage, significant materials and labour have already been committed to your order.
• Completed or shipped: Cannot be cancelled. No exceptions.

At any cancellation stage, you may choose to receive your net refund amount as store credit instead. Store credit never expires and can be applied to any future ORO order.

Not sure where your order stands? Email us at info@ororacks.ca before cancelling — we'll tell you exactly where things are at.

Lead Times

Roof racks are built to order with a standard lead time of approximately 6 weeks. Production and shipping delays do not constitute grounds for cancellation.

Refunds & Deductions

• Payment Processing Fees: Fees of approximately 3% are non-refundable in all cases. These are retained by the payment processor (e.g. Visa, PayPal) and are outside our control.
• Original Shipping Costs: Not refundable, including on orders that qualified for free shipping.
• Return Shipping: The customer's responsibility.
• Processing Time: Approved returns are processed within 7–14 business days of the package arriving at our facility. You will receive a refund confirmation email once complete.

Special-Order & Third-Party Products

Applies to ordered-on-demand items including tonneau covers, lighting, recovery gear, and third-party accessories.

Returns

Special-order and third-party products are not eligible for return. These items are ordered from suppliers specifically for your purchase and cannot be returned once fulfilled.

Cancellations

• Same day: Full refund, less a 3% payment processing fee.
• After same day: Cancellation may not be possible if the order has already been submitted to the supplier. Contact us as soon as possible at info@ororacks.ca and we will do our best to intercept the order, though this cannot be guaranteed.