1. Contact us first

If you have a concern about an order, product, delivery, return, privacy issue or website experience, contact us at support@orbittrends.com.

Please include:

• order number;
• contact details;
• issue summary;
• photos or documents if relevant;
• preferred resolution.

2. Response time

We aim to acknowledge complaints within 2 business days and provide a substantive response within 10 business days, where possible.

Complex investigations, carrier claims, fraud checks or supplier reviews may take longer.

3. Escalation

If you are not satisfied with the initial response, request escalation to management/legal review at support@orbittrends.com.

4. External rights

You may have rights to contact consumer, privacy or fair-trading regulators in your jurisdiction. Australian customers may contact their state/territory fair trading body, the ACCC, or OAIC for privacy matters.

5. Chargebacks

Please contact us before initiating a chargeback where possible so we can attempt to resolve the issue. We reserve the right to provide order, shipping, fraud and communication records to payment providers in response to chargebacks.

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