Does it seem like something is missing? Was your package damaged in transit? Having a problem with set-up? Before returning your product, give us a call or send us an email. We're here to help!
We stand behind our products and services. If for any reason, you are not completely satisfied with your purchase from Orion Telescopes & Binoculars, just return the item(s) in new condition within 30 days after delivery for a prompt refund, less shipping and handling charges. No restocking charges, no hassles!
All items must be in new (mint) condition. Returned items cannot show evidence of use or wear, dirt, or blemishes of any kind. Merchandise must be returned in its original packaging and should include all supplied materials, instructions, warranty cards, original accessories, hardware, and any software provided.
Software that has been opened cannot be returned and is not eligible for exchange. Please contact the software vendor for Technical Support if there are issues with the download or installation of the product.
We suggest that merchandise be securely packaged and insured for the full retail value, as Orion is not responsible for lost or damaged packages. Return shipping costs are the responsibility of the customer. If your purchase was made from the Orion website, we can locate your proof of purchase with your name and billing address. However, if your purchase was made from one of our retail stores your receipt may be required.
Original shipping charges are not refundable when you return an item for any of the following reasons:
• You return a non-defective or undamaged product
• You refuse a delivery (unless the package was damaged in shipment)
• You miss a delivery appointment
All returned items are fully inspected upon their arrival back at the return center.
We reserve the right to refuse a refund of the purchase price if the returned item is not in its new, original and unopened condition.
If a return during the initial 30 day return period is necessary as a result of a product defect, we will refund the full cost of the merchandise and shipping charges. Product Support Representatives are available to assist you with product issues. In advance of sending a return for a defective product, please contact Product Support.
Orion Product Support are available to take your calls and emails about Orion products 7:00am to 5:00pm Pacific Standard Time, Monday through Friday, excluding holidays by contacting 800-447-1001 or email firstname.lastname@example.org.
Meade Customer Support Representatives are available to take your calls and email regarding any Meade or Coronado product 7:00am to 4:00pm Pacific Standard Time, Monday through Friday, excluding holidays. By contacting (800) 626-3233 or email email@example.com.
To return other brand products, please use the following information to contact the appropriate customer service department:
If a return after the 30-day return period is necessary as a result of a product defect, the terms and conditions of the Manufacturer's warranty will be in effect.
In the event a product arrives damaged, all details of the damage need to be clearly noted on all copies of the BOL (bill of lading) and Delivery Receipt upon your inspection during your delivery in order for us to assist you with a return or replacement. In addition, Orion customer Service must be notified within 5 business days. It is required that you retain all damaged property and packaging materials and make such available for carrier inspection.
By signing for your delivery without noting the problem with your shipment on the delivery paperwork, you affirm your item was delivered to you with no damage.
If your shipment is severely damaged, please refuse the shipment, note on the BOL (bill of lading) "refused due to damage" and contact Orion Customer Service immediately.
If you do not have time for an inspection or the driver rushes you, YOU MUST WRITE "subject to inspection" next to your signature on the Delivery Receipt and BOL (bill of lading).
If you find concealed damage after the carrier leaves, it is required that you retain all damaged property and packaging materials, including a pallet, if applicable, and make such available for carrier inspection. Immediately contact Orion Customer Service to report the situation. Please include package condition, how it was received, and a description of the damage. If possible, please take pictures of the damaged areas of the product. We will work to resolve the issue with the carrier on your behalf. A refund, replacement, or repair will not be available until the claim is resolved with the carrier.
Orion Customer Service is available at 800-447-1001, Monday through Friday 6:00 AM - 5:00 PM Pacific Time and Saturday 8:00 AM - 2:00 PM Pacific Time. We are also available by email at firstname.lastname@example.org.
From the 50 US States
Returns should be sent to:
Orion Telescopes & Binoculars
89 Hangar Way
Watsonville, CA 95076
Orion product purchased from a dealer or from an Orion retail store would need to be returned to the location of the original purchase and are subject to the return policies of that location.
Please include your packing slip or a copy with your return. Please mark the items you are returning on the packing slip. It is helpful if you note the reason for your return by noting the reason code. Any additional details you provide will be read and used to improve our products and services.
1. Incorrect Item Ordered
2. Damaged in Shipment
3. Did Not Perform to Expectation
5. Difficult to Assemble/Operate
6. Not as Pictured/Described
8. Not Compatible with Other Equipment
9. Incorrect Item Received
10. Too Big
11. Too Small
12. Attempted to Cancel
13. Late Delivery
If you require a replacement packing slip, please contact our Customer Service Department at 800-447-1001.
We can make this easy with pre-paid UPS return labels. Print your return label from home, take your return box / boxes to any UPS location, and return your order to us without the hassle of paying return costs in advance. We'll deduct return shipping from your refund.
Return shipping costs will be calculated as $9.95 per-order plus any per-item charges published in our catalog and on our website (if applicable) for larger / heavier items.
Visit our returns web page for a pre-paid UPS return label:
For an exchange — fastest delivery is available if you place a new order right away at this website. If you would like the value of your return less original shipping & handling charges and prepaid return charges to be applied to your exchange — you can do that, too. Please complete our return/exchange form and include it with your return.
Returns are accepted within 30 days of purchase. Return shipping costs including duties and taxes are the responsibility of the customer. RMAs are required for international returns; Our International Customer Service Representatives will work with you to provide return labels and import documentation.
When a return is processed will the price I paid in my local currency, be the price I am refunded?
Yes, the price refunded will be the price paid for products; there are no currency conversion at the price the return is processed. Shipping, duties and taxes are not refundable. Return shipping costs will be deducted from any refund due when processing the return. Flat rate return shipping costs are not available from destinations outside the USA. Returns without RMA s will not be accepted. Any return expenses incurred by the sender will not be reimbursed.
Please contact Orion Customer Service at 831-763-7000 for return authorization and instructions.
A return authorization (RMA) is required. You may request an RMA by calling or emailing our Customer Service Department. You may call Customer Service at 800-447-1001 You may also chat with a customer service representative during those hours or contact us via email at any time.
Please provide your name, address, telephone number, and email address; a list of the items that you would like to return; and the reason for your return. Your original order number would be helpful if available.
We will review your return request and email you pre-paid return labels, clearance documentation and return instructions.
The following are the charges in USD to use a pre-paid return label from Canada. This amount will be deducted from your refund.
|Newfoundland and Labrador||$57.95|
|Prince Edward Island||$57.95|
We cannot refund your original shipping charges.
Returned merchandise will be credited to your order payment method.
Please follow all instructions provided with return labels. If product is returned without an RMA it will not be accepted. If pre-paid return labels and provided clearance documentation are not used, any return costs including import fees will not be accepted or reimbursed by Orion.
Optronic Technologies, Inc. doing business as Orion Telescopes & Binoculars is an approved CREDITS participant with the Canada Border Services Agency (CBSA). By ordering goods from Orion Telescopes & Binoculars, I hereby authorize United Parcel Service Canada Ltd., an approved customs broker on CREDITS, to act as my agent, and to transact business with the CBSA, to obtain release of my merchandise, account for duties and taxes, to return merchandise to Orion Telescopes & Binoculars, and electronically submit refund claims on my behalf. Under the CREDITS program, I understand that the CBSA will send any refund of duties and taxes that were paid on the returned merchandise to United Parcel Service Canada Ltd., and that I will obtain the refund directly from Orion Telescopes & Binoculars. Further, I also authorize United Parcel Service Canada Ltd. to forward any refund issued by the CBSA in my name to Orion Telescopes & Binoculars so that they can be reimbursed.