General FAQs
Are Oruga products suitable for all types of drums?
Yes, Oruga products are suitable for all types of drums! We offer products that attach to drums using magnets or clips, and no modifications are needed to use them. You can easily enhance your drum setup without altering your gear.
Are Oruga products suitable for all types of cymbals?
Yes, Oruga products are suitable for all types of cymbals! They can be placed directly on cymbals or attached to cymbal stands, allowing you to enhance the sound and performance of your cymbals with ease.
What materials are your products made from?
At Oruga, we are committed to providing top-quality products, and the materials we use are a key part of that promise. Our products are crafted using Polypropylene and Mylar, two highly durable and versatile materials known for their excellent performance and longevity.
Do Oruga products come with a guarantee?
Oruga products come with a 1-year guarantee from the purchase date, covering any manufacturing defects.
Can I apply for a Oruga Artist Endorsement?
We are a small business and do not pay artists/musicians to use our products. We do have an official Artist endorsement/sponsorship program that offers meek discounts on our products.
If you’d like to apply for an official Oruga Endorsement / Sponsorship Program, please check the Artist Endorsement Page and follow the instructions.
Orders and Shipping
How do I place an order?
You can place an order by browsing our products, adding items to your cart, and following the checkout process.
What payment methods do you accept?
We accept various payment methods including credit/debit cards, PayPal, and Shopify Payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
How long will it take to receive my order?
Our products ship from our facility in Oregon. Domestic (USA) shipping times vary depending on your location. Typically, orders are processed within 1-2 business days and delivered within 2-7 business days. We offer different shipping services to accommodate our customers' needs, including USPS and UPS.
- During peak traffic seasons such as Memorial Day, Black Friday, and Thanksgiving through New Year’s Eve, some orders may take longer to be filled.
- USA Domestic shipping can take up to 7 business days.
- International shipping could take up to 21 business days.
Due to global supply chain challenges, shipping times could be longer than usual.
Who pays international Duties & Taxes?
All Oruga orders ship from the USA. For domestic (USA) orders, the price you see is the price you pay — no hidden fees, no added taxes. The only possible extra cost is shipping, if your order doesn’t qualify for free shipping. There are no surprise charges at checkout beyond that.
International Orders:
All duties, taxes, and brokerage fees for international shipments are the responsibility of the customer. Oruga does not cover import duties, taxes, or any additional fees related to shipping outside the USA. Any refused deliveries returned to Oruga due to unpaid import fees are subject to a 50% restocking fee.
Can I track my order?
Yes, once your order is shipped, you will receive a tracking number via email.
Returns and Exchanges
What is your return policy?
Unless explicitly stated in the product description, yes, we will accept full or partial order returns. All returns must be requested within 14 days of receiving your items. Returns requested after 14 days will be refused.
Items must be returned in like new condition with original packaging contents. If items are not in like-new condition with original packaging contents, a 25% restocking fee may be applied.
The return shipping cost must be paid by the customer.
Refunds will be issued against the original form of payment and may take 5-7 business days to be processed upon receiving the item(s).
Oruga Percussion does not control how quickly your financial institution posts refunds.
Does ORUGA provides free return labels?
No, the customer will be responsible for return shipping and assumes all liability for lost or damaged shipments.
We suggest using an insured and traceable shipment method, with delivery confirmation and signature required.
How do I return or exchange an item?
To initiate a return or exchange, contact our customer service at hello@orugapercussion.com with your order number and reason for the return/exchange.
When will I receive my refund?
Refunds are processed within 5-7 business days after we receive the returned item. The refund will be issued to the original payment method.
Payments & Safety
Is my payment data safe with you?
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
Do you accept online payments?
Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.
What forms of payment do you accept?
At Oruga Percussion, we accept a variety of payment methods to ensure a smooth and convenient shopping experience for our customers. You can securely pay using:
- Credit Cards: Visa, MasterCard, American Express, and Discover
- Debit Cards: Major debit cards with a Visa or MasterCard logo
- PayPal: For a quick and secure checkout
- Apple Pay: Use your Apple devices for easy payment
- Google Pay: Convenient payment option for Android users
- Shop Pay: Faster checkout with saved payment details
If you have any questions about payment options, please feel free to contact us at hello@orugapercussion.com
Account and Support
Do I need an account to place an order?
No, you can place an order as a guest. However, creating an account allows you to track orders and save your information for future purchases.
How can I contact customer support?
You can contact us via email at hello@orugapercussion.com or through our contact form on the website. Our customer service team is available Monday to Friday, 9 AM - 5 PM (PT).
Promotions and Discounts
Do you offer gift cards?
Yes, we offer digital gift cards in various denominations. They can be purchased directly from our website.
How can I find out about sales and promotions?
Sign up for our newsletter to receive updates on sales, promotions, and new product releases.