Questions
Frequently asked questions
How long does delivery take?
Most orders reach Canadian and United States addresses in 10 to 20 business days from dispatch. Dispatch itself takes 1 to 3 business days after you order.
These are the real ranges rather than the flattering ones. Pieces in our range ship from different suppliers, so a multi-item order can arrive across more than one delivery.
Why does my order arrive in separate parcels?
Each product ships from the supplier it is sourced from. An order with three different products is three parcels, each with its own tracking number, often arriving a few days apart.
Do you charge for shipping?
Shipping is free on orders of C$70 or more. Below that, shipping is a flat C$6.95 to Canada and C$9.95 to the United States.
Will I pay customs or duty?
Orders to Canada and the United States are shipped in a way that does not normally attract duty or brokerage at the door. If a carrier does invoice you for duty or brokerage on an Ordwell order, send us the notice and we cover it up to C$25 per order.
What happens if something arrives damaged?
Send one photograph to support@ordwell.co within 30 days of delivery. A replacement goes out and you do not need to ship the damaged piece back.
You do not need the original packaging, a reason, or a return authorisation number.
Can I return something I simply do not want?
Yes, within 30 days of delivery, provided it is unused and in resalable condition. Return shipping on a change-of-mind return is yours to cover; we refund the item price in full once it arrives.
If the product is faulty or damaged, this does not apply — see the question above.
How do I track my order?
A tracking number is emailed when each parcel dispatches. Orders containing several products generate a tracking number per parcel, so expect more than one email.
Tracking usually starts updating within a week of you receiving the number. That gap is normal and does not mean the parcel is lost.
The Cable Management Box sometimes arrives damaged. Is that true?
If your box arrives damaged in transit, send us a photograph and we’ll replace it. Nothing goes back.
What is the Under-Desk Cable Tray made of?
Iron. It mounts under the desk surface and holds a power bar, an adapter and cable slack.
It suits a desk with a solid underside that will take a screw; it is not designed for glass.
Which colour should I choose?
Black and White on the box, Black and Silver on the clips. The tray has one finish. They are chosen from one palette, so they agree without matching.
Do the magnetic cable clips hold heavier cables?
They are built for the cables that live on a desk edge: charging cables, headphone leads, a monitor cable. The magnet holds the cable end so it does not fall behind the desk when unplugged.
They are not designed for thick power cords or anything under tension.
Do you ship outside Canada and the United States?
Not yet. Canada and the United States are the only destinations at checkout today.
What currency am I charged in?
Canadian dollars by default. United States visitors are shown and charged in US dollars. The currency you are being charged in is shown at checkout before you pay.
Which payment methods do you take?
All major credit and debit cards, plus the accelerated wallets shown at checkout, such as Apple Pay, Google Pay and Shop Pay.
Can I change or cancel an order?
Email support@ordwell.co as soon as you can. Before an order dispatches we can change the address, swap a colour or cancel it outright. Once it dispatches it has to run its course, and then the return policy applies.
Who is behind Ordwell?
Ordwell is a small, independently run brand operated from British Columbia. It is a trading name of HNOORI LLC, a Wyoming limited liability company.
Support email is read by the person who runs it.
How quickly do you reply to email?
Within one business day, most often the same day. Messages sent over a weekend are answered on Monday.