Order Fulfillment Policy

1. Purpose and Scope

1.1 The Programs managed by Orno are designed to facilitate the distribution of hydration enhancers, wellness consumables, creator merchandise, and ancillary promotional goods that support streaming, esports, and content production communities. This Policy governs every request, approval, shipment, and support engagement related to free refills, limited-time promotional drops, partner-managed giveaways, and seeding initiatives for creators or industry stakeholders. The Company reserves the right to interpret, administer, and enforce this Policy, as well as any supplemental materials, in its sole discretion to the fullest extent permitted by law.

1.2 This Policy applies globally regardless of the Participant’s country of residence, the shipping destination, or the brand partner sponsoring the goods. Local statutory requirements, customs restrictions, and trade controls may supersede certain provisions; however, Orno will seek to honor the highest applicable standard while ensuring compliance with all binding legal obligations. Where third-party fulfillment centers, logistics providers, or brand partners impose additional procedures, those procedures operate in tandem with this Policy unless expressly stated otherwise.

1.3 Participation in the Programs may be subject to individual agreements, campaign briefs, or digital platform terms (collectively, "Program Documentation"). In the event of a conflict between this Policy and Program Documentation, the stricter requirement will prevail to the fullest extent permitted by law unless otherwise agreed in writing by Orno. This Policy also supplements Orno’s Terms of Service, Privacy Policy, and promotional disclosures, all of which remain in full force and effect.

1.4 Nothing in this Policy obligates Orno to accept every request, maintain specific inventory levels, or provide a particular product variant. The Company reserves the right to discontinue, suspend, or modify any Program without prior notice when operational realities, compliance considerations, or partner directives necessitate such changes. Participation is a privilege and may be revoked or limited at Orno’s discretion.

2. Eligibility

2.1 Eligibility for the Programs is determined by Orno, Luminary Group Holdings LLC, or the sponsoring brand partner based on objective criteria designed to promote fairness, compliance, and strategic alignment. These criteria may include, without limitation, verified partner status with a streaming platform, membership in an esports league, affiliation with a recognized talent agency, participation in a marketing campaign, or demonstration of community leadership. The Company reserves the right to apply tiered eligibility thresholds for different Program categories.

2.2 Individuals must be at least eighteen (18) years of age or the age of majority in their jurisdiction, whichever is greater, unless accompanied by verified consent from a parent, guardian, or authorized representative. Organizational requestors must confirm that they are duly authorized to bind their entity and to share the necessary personal data for shipment coordination. Orno may require government-issued identification, proof of incorporation, or other documentation to verify eligibility.

2.3 Eligibility does not guarantee approval of any specific request. Inventory availability, compliance considerations, geographic restrictions, or partner allocations may limit the number of Participants who can receive goods. Orno reserves the right to prioritize recipients based on strategic campaigns, historical engagement, or partner directives to the fullest extent permitted by law.

2.4 Participants must maintain good standing with Orno, its affiliates, and all relevant platform policies. Evidence of fraudulent activity, harassment, hate speech, intellectual property infringement, or violation of sponsorship obligations may result in immediate disqualification. The Company reserves the right to audit social channels, engagement metrics, and public conduct to validate ongoing eligibility.

2.5 Employees, contractors, and representatives of Orno or Luminary Group Holdings LLC may be eligible for internal sampling or operational shipments pursuant to separate internal policies. Such internal shipments remain subject to the confidentiality, ethics, and anti-corruption obligations described in employee handbooks or applicable law.

3. Request Submission and Verification

3.1 All Program requests must be submitted through official Orno channels, including web forms at orno.io, dedicated campaign portals, or authenticated email workflows issued by Orno personnel. Requests submitted through unofficial channels, automated scripts, or unauthorized representatives may be rejected without review. Participants are responsible for ensuring that all information provided is accurate, current, and complete.

3.2 Requests should include, at a minimum, the Participant’s full legal name, preferred display or channel name, email address, shipping address, phone number, desired product category, requested quantity, and any relevant deadlines or activation requirements. When applicable, organizational requestors must submit a roster of intended recipients along with consent assurances. The Company reserves the right to request additional data points—such as audience demographics, activation plans, or sponsorship commitments—to validate the request.

3.3 Orno conducts verification to prevent fraud, protect brand integrity, and comply with applicable regulations. Verification may include cross-referencing social media profiles, contacting platform partners, confirming contractual obligations, requesting government-issued identification, or reviewing historical participation. To the fullest extent permitted by law, Orno may rely on automated tools and human review in combination. Failure to satisfy verification requirements within stated timelines may result in cancellation.

3.4 Submission alone does not constitute acceptance. Participants will receive a confirmation email acknowledging receipt of the request, followed by a separate approval notice if the request is accepted. Orno strives to process requests within ten (10) business days for standard refill cycles and within fifteen (15) business days for complex promotional shipments; however, these timelines are estimates and not guarantees. The Company reserves the right to expedite, defer, or batch process requests based on operational capacity.

3.5 Participants must promptly notify Orno of any changes to contact or shipping information before a shipment is released. Orno is not responsible for misdeliveries arising from outdated or inaccurate details provided by the Participant. Additional verification may be required if a request includes multiple shipping addresses, high-value items, or destinations with elevated fraud risk.

3.6 Communication regarding requests will occur through official Orno email domains or secure portals. Participants should monitor spam filters and ensure that @orno.io addresses are whitelisted. The Company reserves the right to record or archive communications for quality assurance, compliance, and dispute resolution to the fullest extent permitted by law.

4. Product Availability

4.1 Program inventory is sourced from brand partners, authorized distributors, and Orno-managed warehouses. Availability is subject to manufacturing cycles, lot testing, customs clearance, and partner allocations. Orno endeavors to maintain accurate inventory records, but quantities are not guaranteed until a shipment is confirmed.

4.2 Specific product variations, flavors, packaging designs, or promotional bundles may not be available at all times. Even when a request references a specific SKU, Orno reserves the right to provide an alternative variant of comparable value or utility. Participants acknowledge that product photography, descriptions, and marketing collateral are illustrative and may not reflect the exact item received.

4.3 Some Programs are seasonal or campaign-based and may have finite quantities. Once inventory is exhausted, Orno may close the Program, waitlist eligible Participants, or shift fulfillment to a future campaign cycle. The Company reserves the right to implement inventory caps per Participant, per region, or per time period in order to ensure equitable distribution.

4.4 Orno complies with product safety and regulatory labeling requirements in each destination jurisdiction to the fullest extent permitted by law. If a product cannot be legally imported, distributed, or promoted in a particular region, Orno may decline the request or substitute a compliant alternative. Participants are responsible for confirming that received goods can be lawfully used, consumed, or redistributed in their jurisdiction.

4.5 Perishable items, nutritional supplements, or consumables with expiration dates are shipped with sufficient shelf life whenever possible. However, Participants should inspect all products upon receipt and follow storage instructions provided by the manufacturer. Orno is not liable for degradation resulting from improper storage, delayed collection, or unauthorized resale.

5. Substitutions and Cancellations

5.1 Orno may substitute products at its discretion with items of equal or greater value, alternate flavors, or comparable merchandise when the requested product is unavailable, discontinued, or unsuitable for the destination. Substitutions may be made without prior notice, but Orno will endeavor to provide advance communication whenever feasible. Acceptance of the shipment constitutes acceptance of the substituted items.

5.2 Participants who wish to decline a substitution must notify Orno within forty-eight (48) hours of receiving the shipment notice. Orno will attempt to accommodate such requests, but fulfillment timelines may be extended, and inventory is not guaranteed. The Company reserves the right to cancel the request if no suitable alternative exists.

5.3 Participants may cancel a request prior to shipment by submitting a written notice to partnerships.team@orno.io or through the designated portal. Cancellation requests must include the request reference number, Participant details, and reason for cancellation. Once a shipment has been transferred to a carrier, cancellations are no longer possible, and Participants must follow the return or disposal instructions provided by Orno.

5.4 Orno reserves the right to cancel any request without liability when: (a) verification fails; (b) the Participant violates this Policy or any Program Documentation; (c) shipment would contravene applicable law or sanctions; (d) inventory is unavailable despite reasonable efforts; or (e) the sponsoring brand partner instructs Orno to halt distribution. To the fullest extent permitted by law, Orno is not obligated to provide an alternative, credit, or compensation following such cancellations.

5.5 Participants who repeatedly submit requests and cancel them without reasonable cause may be subject to suspension or permanent removal from future Programs. The Company reserves the right to track cancellation patterns and apply appropriate safeguards to protect operational efficiency and partner relationships.

6. Fulfillment Channels

6.1 The majority of Program shipments are processed through Amazon Fulfillment Services ("AFS"), a logistics solution operated by Amazon.com Services LLC. By utilizing AFS, Orno leverages Amazon’s warehousing, pick-and-pack, carrier selection, and delivery optimization capabilities to ensure timely distribution, quality controls, and shipment traceability to the fullest extent permitted by law.

6.2 When AFS is engaged, Participants acknowledge that their shipment details may be shared with Amazon and its affiliated logistics providers for the sole purpose of fulfilling the Program request. All such processing is performed in accordance with applicable data protection laws, Amazon’s contractual obligations to Orno, and Orno’s Privacy Policy. Participants remain responsible for ensuring that their provided information is accurate and complete.

6.3 A limited number of partner brands may elect to manage fulfillment directly from their own distribution centers or authorized third-party logistics providers. In these cases, the partner brand is responsible for meeting all applicable shipping, customs, safety, and consumer protection requirements, and Orno will coordinate oversight, reporting, and escalation management as needed to maintain compliance.

6.4 Orno will identify partner-managed fulfillment arrangements within Program Documentation or shipment notices. Participants should direct any carrier updates, claims, or inquiries to the designated contact listed in the notice while copying Orno support. Orno may intervene to facilitate resolution but is not liable for delays or errors caused by the partner brand’s failure to perform its fulfillment obligations, except to the fullest extent required by law.

6.5 Regardless of the fulfillment channel utilized, Orno reserves the right to audit performance, reassign shipments between AFS and partner-managed networks, or suspend a fulfillment option that does not meet the Company’s operational, compliance, or service-level standards.

7. Shipping and Delivery

7.1 Orno coordinates shipping using reputable carriers, regional couriers, or brand partner logistics providers. Shipment methods are selected based on destination, package weight, customs requirements, and cost-efficiency. Participants cannot demand a specific carrier unless agreed in writing. The Company reserves the right to use consolidated freight, drop shipping, or in-market distribution partners to expedite delivery.

7.2 Standard shipping timelines vary by region: domestic United States shipments typically arrive within five (5) to seven (7) business days; cross-border shipments within North America may require seven (7) to ten (10) business days; shipments to Europe, Asia-Pacific, Latin America, or the Middle East may require ten (10) to twenty-one (21) business days depending on customs clearance. These timelines are estimates only and do not constitute guaranteed delivery dates.

7.3 Participants are responsible for providing accurate delivery information, ensuring safe access to the delivery location, and promptly collecting parcels. Signature confirmation or adult verification may be required for certain shipments, especially when valued items, age-restricted goods, or limited-edition merchandise are involved. Failure to meet carrier requirements may result in return-to-sender charges or reshipment delays, for which Participants may be responsible.

7.4 Orno may, but is not obligated to, provide tracking numbers and shipment notifications. Participants should monitor tracking updates and contact the carrier directly for delivery scheduling, customs inquiries, or address modifications once the package is in transit. Orno support can assist with escalations where appropriate, but carrier policies will govern final outcomes.

7.5 Customs duties, taxes, import fees, or brokerage charges may apply depending on the destination country’s regulations. For complimentary shipments, Orno typically covers standard duties and taxes up to a reasonable threshold; however, Participants may be responsible for any excess amounts, refused deliveries, or storage fees incurred because of customs delays. The Company reserves the right to pre-clear shipments using customs brokers and to request identification or tax information when required by law.

7.6 Packaging is designed to protect goods during transit, but damage may occur due to factors beyond Orno’s control. Participants should document any visible damage upon delivery with photographs and notify Orno within seventy-two (72) hours. Orno will investigate and coordinate replacements or remedies at its discretion. To the fullest extent permitted by law, Orno is not liable for losses arising from mishandling by carriers, natural wear, or unauthorized repackaging after receipt.

8. Delays, Refunds, and Non-Delivery

8.1 Shipment delays may result from customs inspections, carrier backlogs, extreme weather, labor disruptions, public health emergencies, geopolitical instability, or force majeure events. Orno monitors such developments and communicates material delays to Participants whenever practicable. Estimated delivery windows are provided as guidance only and are not contractual commitments.

8.2 Because Program shipments are complimentary or promotional, monetary refunds are generally not available. In the event of non-delivery confirmed by carrier records, Orno may offer a reshipment, alternative product, or future Program priority at its discretion. The Company reserves the right to deny reshipment if non-delivery results from incorrect information supplied by the Participant or from failure to comply with carrier requirements.

8.3 If a shipment is returned to sender due to refusal, unclaimed status, customs non-compliance, or address issues attributable to the Participant, Orno may require the Participant to cover reshipment costs or may cancel the request entirely. Persistent issues may affect future eligibility.

8.4 Participants must notify Orno of non-delivery within fourteen (14) calendar days of the latest estimated delivery date indicated by the carrier. Failure to do so may limit Orno’s ability to file claims or pursue remediation. Support tickets should include tracking numbers, delivery addresses, and any relevant correspondence.

8.5 When shipments are part of time-sensitive activations (e.g., live events, product launches), Orno recommends submitting requests well in advance and confirming onsite logistics. While Orno strives to align delivery dates with campaign schedules, The Company reserves the right to adjust timelines and is not responsible for indirect losses, reputational harm, or missed promotional opportunities arising from delays to the fullest extent permitted by law.

9. Limitation of Liability

9.1 To the fullest extent permitted by law, Orno, Luminary Group Holdings LLC, their affiliates, directors, officers, employees, agents, and licensors disclaim all warranties, express or implied, regarding the Programs, including but not limited to warranties of merchantability, fitness for a particular purpose, and non-infringement. Program goods are provided "as is" and "as available," and Participants accept all risks associated with their use, consumption, or redistribution.

9.2 Under no circumstances will Orno be liable for indirect, incidental, special, consequential, exemplary, or punitive damages arising out of or relating to the Programs, including lost profits, loss of goodwill, data loss, or reputational harm, even if Orno has been advised of the possibility of such damages. The Company reserves the right to limit remedies to replacement shipments or comparable promotional accommodations where legally permissible.

9.3 In jurisdictions that do not allow exclusion of certain warranties or limitation of liability for incidental or consequential damages, Orno’s liability will be limited to the fullest extent permitted by law. Some jurisdictions may provide statutory rights that cannot be waived; Participants retain those rights, and nothing in this Policy intends to diminish them.

9.4 Participants agree to indemnify, defend, and hold harmless Orno and its affiliates from and against any claims, liabilities, damages, losses, costs, or expenses (including reasonable attorneys’ fees) arising out of or relating to: (a) their participation in the Programs; (b) breach of this Policy or Program Documentation; (c) misuse or unauthorized resale of Program goods; or (d) violation of applicable law, including advertising disclosure requirements. Orno may assume exclusive defense and control of any matter otherwise subject to indemnification, and Participants agree to cooperate fully.

10. Force Majeure

10.1 Orno will not be liable for any failure or delay in performance arising from events beyond its reasonable control, including but not limited to natural disasters, fire, flood, earthquake, severe weather, epidemic or pandemic, public health emergency, war, terrorism, civil unrest, embargo, governmental order, sanctions, strikes, labor disputes, supply chain disruption, raw material shortages, energy outages, cyberattacks, or failure of third-party logistics providers (each, a "Force Majeure Event").

10.2 Upon the occurrence of a Force Majeure Event, Orno will use commercially reasonable efforts to notify affected Participants and to resume performance as soon as practicable. Orno may allocate limited inventory among Participants in a manner it deems fair and reasonable. The Company reserves the right to modify shipment schedules, substitute products, or cancel requests entirely without liability when a Force Majeure Event materially impairs fulfillment.

10.3 If a Force Majeure Event persists for more than sixty (60) days, Orno may terminate the affected Program or request without obligation to provide replacement goods or compensation, to the fullest extent permitted by law. Participants are encouraged to maintain contingency plans for activations that depend on timely receipt of Program goods.

11. Governing Law

11.1 This Policy, and any disputes arising out of or relating to the Programs, will be governed by and construed in accordance with the laws of the State of Florida, United States of America, without regard to its conflict-of-laws principles, except where mandatory local law requires otherwise. Participants agree that any claim or proceeding will be brought exclusively in the state courts located in Orange County, Florida, or the federal courts serving Orange County, Florida, and hereby consent to the jurisdiction and venue of such courts to the fullest extent permitted by law.

11.2 Notwithstanding the foregoing, Orno reserves the right to seek injunctive or equitable relief in any jurisdiction to protect its intellectual property, confidential information, or partner relationships. The Company also reserves the right to enforce judgments or orders obtained in one jurisdiction in any other jurisdiction where a Participant resides or holds assets, to the fullest extent permitted by law.

11.3 Participants located in jurisdictions that mandate alternative dispute resolution processes may be offered mediation or arbitration options consistent with local requirements. Acceptance of such alternatives will be documented in writing and will not preclude Orno from seeking provisional remedies.

12. Contact and Support

12.1 Participants with questions about eligibility, shipment status, or the interpretation of this Policy should contact Orno’s fulfillment support team. The Company reserves the right to verify identity before discussing request details and to record interactions for training and compliance. Support requests are typically addressed within three (3) business days, though complex cases may require additional time.

12.2 Official correspondence should be directed to the address below. Participants should include their request reference number, contact information, and a detailed description of the issue. Sensitive information should be transmitted using secure methods approved by Orno.