FAQ
DELIVERY AND SHIPPING
What are the delivery times?
When you place an order on our store, it is shipped within 24 to 48 hours.
Delivery then takes an average of 3 to 7 business days.
How can I track my order?
Once your order is confirmed, you will be able to track its progress in real time. To do this, log in to your account on our site and go to the "Track my order" section.
We understand your eagerness to receive your order, which is why we have also set up email and SMS notifications. At each key stage, from preparation to shipping and delivery, you will receive updates to stay informed.
We hope that these options will provide you with a seamless and reassuring shopping experience.
My tracking number is not working?
It is completely normal for your tracking number not to be active immediately after receiving the shipping confirmation email. Generally, it takes some time for the tracking number to become operational. This is due to the processing and updating times of the tracking systems by the carriers.
Rest assured, this does not mean there is a problem with your order. It has been shipped and is on its way to your home. Status updates will be visible as soon as the tracking number is active.
MY ORDER
I haven't received a confirmation email, is that normal?
The order confirmation email may have arrived in your junk mail (spam).
We invite you to check your spam emails. If, after checking, you do not find the confirmation email including your order number, please contact us at the following address: contact@ortoflex.com.
What is the order processing time?
Orders are prepared from Monday to Saturday, and the average processing time is 24 hours. This means that once your order is placed, it will generally be ready to ship within 24 hours of payment confirmation. Please note that this timeframe may vary slightly depending on the time of year or product availability.
How do I cancel my order?
To cancel your order, please contact our customer service at the address contact@flo.com as soon as possible. Our processing and shipping teams work quickly to ensure efficient shipping. Once an order is shipped, we can no longer cancel it.
Please note that the shipping teams are separate from the customer service teams. Therefore, if your order is shipped before our team can process your request, we will not be able to cancel the shipment. We encourage you to contact us as soon as possible in case of cancellation.
PAYMENTS AND PRIVACY
What payment methods are accepted?
We accept the following payment methods:
- Visa & Mastercard
- American Express
Are payments on your site secure?
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SSL Protocol
Payments by credit card are made via the SSL (Secure Socket Layer) protocol, which means that the information transmitted is encrypted by software and that no third party can access it during its transport over the network.
No banking information concerning you is transmitted through our website.
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3D Secure
You are then redirected to your bank's server to identify yourself using your 3D Secure code. This one-time code is immediately sent to you via SMS by your bank. You just need to enter this code to validate your payment. Your order is recorded and validated after the payment is accepted by the bank.
Feel free to contact us if you need assistance.
My payment was declined, what should I do?
In case of payment refusal, we suggest you check the expiration date of your credit card. It may also be that you have reached the spending limit allowed for your card. In this case, we advise you to contact your bank for further details.
If the problem persists, trying a new payment method can sometimes work. Otherwise, using a different credit card might also resolve the issue.
Are the data I am transmitting confidential?
Yes, the security of your data is our priority. Our online store is equipped with a 256-bit SSL security certificate to ensure the confidentiality and security of your information.
In addition, all payments made on our site are protected by 3D Secure technology, providing an extra layer of verification to prevent any risk of fraud.