Billing Terms & Conditions

Last Updated: August 3, 2026

These Billing Terms and Conditions explain the payment, pricing, tax, promotional, and billing practices that apply to purchases made through the Orellan website.

By submitting an order, you authorize Orellan and its authorized payment providers to charge the payment method selected at checkout for the total amount disclosed before the order is submitted.

These Billing Terms and Conditions should be read together with our Terms of Service, Shipping Policy, Return and Refund Policy, and Privacy Policy.

1. Accepted Payment Methods

Orellan accepts the payment methods displayed as available during checkout.

Depending on the customer’s device, location, order value, currency, and the availability of our payment providers, payment methods may include:

• Visa

• Mastercard

• American Express

• Diners Club

• Shop Pay

• Google Pay

• Apple Pay

• PayPal

• Venmo

The availability of a payment method is not guaranteed for every order or customer.

Certain payment methods may be unavailable because of:

• Customer location

• Device compatibility

• Browser settings

• Order value

• Payment-provider restrictions

• Security requirements

• Currency limitations

• Temporary service interruptions

All payments are processed through Shopify, authorized payment processors, digital wallet providers, banks, or other payment service providers.

Orellan does not generally receive or store complete payment card numbers when payment information is submitted directly to an authorized payment provider.

Payment providers may process payment information under their own terms, privacy policies, fraud-prevention procedures, and security requirements.

2. Billing Currency

Unless otherwise stated at checkout, all product prices and order charges are displayed and processed in U.S. dollars.

Billing Currency: USD

If a payment card, bank account, or digital wallet is denominated in another currency, the applicable financial institution or payment provider may:

• Convert the transaction into the account currency

• Apply its own exchange rate

• Charge a foreign transaction fee

• Charge a currency conversion fee

• Apply other banking fees

These charges are imposed by the customer’s bank or payment provider and are not collected or controlled by Orellan.

Customers should contact their financial institution for information about currency conversion and international transaction charges.

3. Payment Authorization and Collection

Payment is generally authorized or collected when the customer submits an order.

An order will not proceed to normal processing until the required payment authorization has been successfully completed.

Submitting payment does not guarantee final order acceptance. Orders remain subject to:

• Product availability

• Payment verification

• Fraud and security screening

• Address verification

• Pricing accuracy

• Shipping eligibility

• Order review

An automated order confirmation indicates that we received the order request. It does not necessarily mean that the order has completed all review and acceptance procedures.

4. Payment Authorizations and Pending Charges

When an order is submitted, the customer’s bank or payment provider may place a temporary authorization hold on the selected payment method.

An authorization hold is not necessarily a completed charge.

If an order is canceled, declined, or not completed, the payment provider may require additional time to release the authorization hold.

Orellan does not control how quickly a bank or payment provider removes a pending authorization.

Customers should contact their financial institution for information regarding pending authorizations.

5. Sales Tax

Applicable sales tax is calculated and displayed during checkout where required.

The amount of sales tax may depend on:

• The delivery address

• Applicable state and local tax rules

• The products ordered

• Taxability classifications

• Available exemptions

• Information available at the time of checkout

The applicable tax amount will be included in the order summary before payment is submitted.

Product prices displayed on the website do not necessarily include sales tax unless expressly stated.

Orellan does not guarantee that the same sales tax rate will apply to customers in different jurisdictions.

6. Tax-Exempt Purchases

Customers claiming a valid tax exemption must provide any required exemption documents before the applicable order is completed.

Tax exemption requests are subject to verification and applicable law.

Submitting a resale certificate or exemption document does not guarantee approval.

Unless an exemption has been confirmed before the transaction, applicable tax may be charged at checkout.

7. Order Total and Fee Disclosure

Before the customer submits payment, the checkout page will display the applicable order total.

Depending on the order, the total may include:

• Product prices

• Promotional discounts

• Sales tax

• Optional shipping upgrades

• White Glove Delivery charges

• Other optional services selected by the customer

Free Standard Shipping is available for eligible orders delivered within the contiguous United States, subject to the Shipping Policy.

Orellan does not add undisclosed mandatory handling or regional delivery charges after the customer has completed checkout.

Optional charges will be disclosed before payment and will not be added solely because a customer declines an optional service.

8. Customer-Provided Address and Delivery Information

Customers are responsible for providing accurate and complete:

• Billing information

• Shipping address

• Telephone number

• Email address

• Freight access information

• Delivery instructions

Orellan is not responsible for delays caused by inaccurate, incomplete, or outdated information supplied by the customer.

Where permitted by law, verified third-party carrier charges may become the customer’s responsibility when they result from customer-provided information or customer-controlled circumstances.

A. Incorrect or Incomplete Address

If a shipment cannot be delivered because the customer provided an incorrect, incomplete, or invalid address, the customer may be responsible for reasonable and verified charges imposed by the carrier, including:

• Address correction fees

• Redelivery fees

• Storage fees

• Return transportation charges

Orellan will not impose an additional charge unless the charge is actually incurred or reasonably required to complete the requested service.

B. Missed Freight Appointment

For scheduled freight deliveries, an adult may be required to be present during the confirmed delivery window.

If a customer misses an agreed delivery appointment or prevents delivery without an authorized reason, the customer may be responsible for reasonable and verified carrier charges, including:

• Redelivery fees

• Storage fees

• Rescheduling fees

• Return transportation charges

The applicable amount will depend on the carrier, shipment, and circumstances.

C. Refused Delivery

Customers should not refuse a delivery without first contacting Orellan, except when immediate refusal is reasonably necessary because of serious visible shipping damage or another documented delivery issue.

An unauthorized refusal may be treated as a customer-initiated return.

Applicable return shipping, storage, or carrier charges may be deducted from the eligible refund in accordance with the Return and Refund Policy.

9. Pricing Accuracy

Orellan makes reasonable efforts to display accurate product prices, discounts, service charges, and order totals.

However, occasional errors may occur because of:

• Typographical mistakes

• Technical issues

• Currency display errors

• Promotion configuration errors

• Incorrect product data

• System synchronization issues

If a material pricing error is discovered before an order is accepted or fulfilled, Orellan may:

• Contact the customer for instructions

• Offer the product at the correct price

• Cancel the affected item

• Cancel the affected order

If a paid order is canceled because of a material pricing error, the applicable payment will be refunded to the original payment method.

Orellan will not substitute a higher price without notifying the customer and obtaining any consent required by applicable law.

10. Promotional Codes and Discounts

Promotional codes must be entered and successfully applied during checkout unless otherwise stated.

Promotional offers may be subject to:

• Start and expiration dates

• Minimum order values

• Product exclusions

• Quantity limits

• Customer eligibility requirements

• Single-use restrictions

• Geographic restrictions

• Other disclosed conditions

Unless expressly stated:

• Promotional offers cannot be combined

• Trade discounts cannot be combined with consumer promotions

• Promotional codes cannot be applied after an order is completed

• Promotional value cannot be redeemed for cash

• Promotional offers do not apply to prior purchases

Orellan may modify, suspend, or discontinue a promotion before an order is submitted.

A promotion already validly applied to an accepted order will not be removed solely because the promotion later ends, except in cases of fraud, misuse, or a material system error.

11. White Glove Delivery Charges

White Glove Delivery is an optional paid service available for eligible furniture products and delivery locations.

The standard White Glove Delivery fee is calculated according to the number of eligible items included in the same order:

The first eligible item is charged at $300. Each additional eligible item included in the same order is charged at $200.

The applicable White Glove Delivery fee will be displayed during checkout and included in the order total before payment is submitted.

Only products identified as eligible for White Glove Delivery will be included when calculating the service fee. Products that do not require or qualify for White Glove Delivery will not be counted toward this fee.

White Glove Delivery may include:

• Scheduled delivery

• Delivery to an accessible room of choice

• Unpacking

• Basic furniture assembly

• Removal of eligible boxes and packaging materials

White Glove Delivery does not include:

• Electrical installation

• Lighting installation

• Wall or ceiling mounting

• Plumbing work

• Structural modifications

• Custom installation

• Moving or removing existing furniture

• Installation requiring specialized equipment

• Services not expressly included in the applicable service description

Customers are responsible for confirming that doorways, hallways, stairways, elevators, building entrances, and the intended room are accessible and large enough for delivery.

Additional charges will not be applied after purchase unless the customer requests a service outside the original White Glove Delivery scope or an additional verified carrier service becomes necessary because of undisclosed access restrictions, an incorrect address, a missed appointment, or another customer-controlled circumstance.

Any additional service and applicable charge must be disclosed to and approved by the customer before the service is performed.

White Glove Delivery fees may be non-refundable after the service has been completed. Refund eligibility for unused or canceled White Glove Delivery services is governed by the Return and Refund Policy.

12. Original Shipping and Optional Service Fees

Refund eligibility for original shipping charges and optional delivery service fees is governed by the Return and Refund Policy.

For approved change-of-mind returns:

• Customer-paid return shipping costs may be the customer’s responsibility

• Original optional delivery service charges may be non-refundable after the service has been performed

• Orellan does not charge a restocking fee under the current Return and Refund Policy

For verified damaged, defective, incomplete, or incorrect items, Orellan will provide an appropriate remedy in accordance with the Return and Refund Policy.

13. Refunds

Approved refunds are issued to the original payment method whenever reasonably possible.

Refunds may be issued in connection with:

• Approved order cancellations

• Approved returns

• Unavailable products

• Material pricing errors

• Verified damaged or defective products

• Incorrect or missing products

• Other approved resolutions

After a refund is issued by Orellan, the customer’s bank or payment provider may require additional time to post the funds.

Processing times vary by financial institution and payment method.

Refund timing and possible deductions are governed by the Return and Refund Policy.

14. Partial Refunds

Where permitted by the Return and Refund Policy, a partial refund may be offered or approved in situations involving:

• Minor verified damage

• Missing replaceable components

• Cosmetic issues accepted by the customer

• An agreed price adjustment

• Another documented resolution accepted by both parties

A customer is not required to accept a partial refund when another remedy is required by applicable law.

15. Chargebacks and Payment Disputes

Customers should contact support@orellan.com before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.

Initiating a chargeback does not remove any obligation to provide truthful and complete information to the bank or payment provider.

Orellan may provide the following information to the relevant payment provider when responding to a dispute:

• Order details

• Payment records

• Delivery confirmation

• Tracking information

• Customer communications

• Return and refund records

• Fraud-prevention information

• Applicable policies accepted during checkout

We will not retaliate against a customer for submitting a legitimate payment dispute.

Fraudulent or abusive chargeback activity may result in the restriction of future orders where permitted by law.

16. Fraud Prevention and Payment Verification

Orellan and its payment providers may review or temporarily hold orders presenting potential fraud, security, or payment concerns.

Examples include:

• Unusual payment activity

• Billing and shipping information that cannot be verified

• Multiple failed payment attempts

• High-risk payment signals

• Suspected unauthorized card use

• Unusual order quantities

• Requests to redirect high-value shipments

• Incomplete customer information

We may request reasonable verification, such as:

• Confirmation of billing details

• Confirmation of the shipping address

• Confirmation from the authorized cardholder

• Another form of payment

• Additional transaction information

Do not send complete payment card numbers, card security codes, passwords, or other unnecessary sensitive information by email.

If required verification is not completed within a reasonable period, the order may be canceled and the applicable payment refunded.

17. Payment Security

We use authorized payment providers to process transactions.

Payment providers may use security measures such as:

• Encryption

• Tokenization

• Fraud screening

• Account authentication

• Transaction monitoring

• Payment card security standards

No payment system or online transmission can be guaranteed to be completely secure.

Customers should protect their account credentials, payment devices, and authentication information.

18. Unauthorized Transactions

If you believe that a payment made through the Orellan website was unauthorized, contact your bank or payment provider promptly.

You should also contact Orellan at:

Email: support@orellan.com
Phone: +1 (855) 608-0111

We may request reasonable information to help investigate the transaction.

19. Changes to These Billing Terms

We may update these Billing Terms and Conditions to reflect changes in:

• Payment methods

• Payment providers

• Tax practices

• Delivery services

• Promotions

• Legal requirements

• Business operations

The updated version will be posted with a revised “Last Updated” date.

Changes will apply prospectively unless applicable law requires otherwise.

A change will not retroactively alter the disclosed price of an order that has already been accepted, except where required to correct fraud or another matter permitted by law.

20. Contact Information

For billing, payment, tax, refund, or transaction questions, contact:

Orellan Customer Support Team

Email: support@orellan.com
Phone: +1 (855) 608-0111

Customer Service Hours:
Monday through Friday
Mon - Fri: 9 AM - 6PM GMT+8

Messages received outside regular customer service hours will generally be reviewed on the next business day, excluding public holidays.

Operated by:
Jiangxi Ruer Technology Co., Ltd.

Registered Business Address:
Room B3-144, 2nd Floor, Building B
Jiangxi Huigu–Honggu Creative Industry Park
No. 899 Xuefu Avenue, Hongjiaozhou
Honggutan District, Nanchang, Jiangxi 330077
China