How long do you take to ship?
We generally ship next business day. During launches, sales or holiday events, please allow us 3-5 business days (excluding weekends and holidays) for processing your order.
How do I track my order?
Once we ship your order, you will receive a shipment and tracking confirmation email. You may use that tracking number to monitor delivery status information.
Please note that the information available to Orcas Lucille is the same as what is available to you on the web via your tracking number.
What if my package gets lost?
Orcas Lucille is not responsible for lost or stolen packages. Once the package is in transit, we are no longer liable. If your package gets lost or stolen, we suggest calling your local post office with your tracking number for them to locate the package. If you believe it has been stolen, please call your local law enforcement to report the stolen package.
Can you change my order before it has shipped?
Due to our quick turnaround time, we unfortunately cannot change your order or add anything to your order after it is placed. It is best for you to place a separate order if you would like to add anything to your order. Please check your sizing and address carefully prior to completing checkout to avoid purchase mistakes.
I am from outside the U.S., do I have to pay taxes and duties?
Yes. When you order merchandise from another country, you may be required to pay duties and/or taxes to bring that item into the country. It is your country’s sales tax. Please be mindful of duties and/or taxes prior to ordering since these fees are the responsibility of the customer. Orcas Lucille is not responsible for any customs duties, and we are not responsible for any delays due to customs. If you choose to not pay for customs, you will have agreed to forfeit the package. Orcas Lucille will not be responsible for providing refunds due to refusal to pay customs fees/taxes.
Please note some shipping services may assess additional brokerage fees on top of customs fees. Please be mindful of these charges as well before ordering internationally. Orcas Lucille is not responsible for brokerage fees charged by the shipping courier. If you would like to avoid paying brokerage fees, please choose and pay for the shipping courier you wish for us to use. As a precaution UPS has been charging high brokerage fees for packages entering Canada. If you wish to avoid this, please choose USPS at checkout.