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Shipping Policy

We ship almost entirely via United Parcel Service (UPS) in the continental U.S. For orders to Alaska and Hawaii, United States Postal Service (USPS) is the only shipping option. Under normal circumstances, most orders ship out within 48 hours. Do not count the day the order was shipped. Due to large order volumes, weather conditions or circumstances beyond our control, we will ship your order out as soon as possible.

To see your shipping charges in advance of placing an order, select a shipping method (e.g. Standard or Expedited). This will show you shipping charges before placing your order. Once your order has been shipped we will email you your tracking number (UPS shipments).


Returns are accepted within 30 days of the date of purchase for a full 100% refund to the credit card used for the original transaction. All returns must be sent in the original package; in the same condition it was received. Damaged or defective material will only be accepted when accompanied by an authorization previously issued by the Orlando Award Program.

Defective or damaged materials will be exchanged with the same material at no additional cost, as long as our customer service department is informed within 24 hours of delivery. All materials will be inspected to determine whether the item appears defective.

To obtain a return or exchange authorization, please contact our Customer Service department Monday through Friday at 888-509-9915 between the hours of 9:00AM to 5:00PM PST, or via email at The return authorization must be affixed to the package. Shipments without a return authorization will not be accepted.

Order Cancellation

To cancel an online order placed with the Orlando Award Program, you must contact customer service within 24 hours. Every effort will be made to accommodate the cancellation of your order, as long as it has not shipped yet.

When contacting customer service to cancel an order; please be ready to provide your name, the order number, and your contact information.

In case your order has not shipped, you will receive a full refund. Please note that, if the item has shipped, the order cannot be canceled. In this case you can request to return the item for a full refund.