Shipping policy
Shipping Policy
Processing & Dispatch
All orders are processed within 1-3 business days (Monday-Friday, excluding holidays) after payment confirmation. You'll receive an email notification with tracking information once your order ships.
Delivery Timeframes
Standard shipping typically takes 10-30 business days depending on your location. Please note that delivery times may vary due to customs processing, carrier delays, weather, or other factors beyond our control.
Tracking Your Order
All orders include tracking. You can monitor your shipment's progress using the tracking number provided in your shipping confirmation email. Please allow 24-48 hours after shipment for tracking information to update.
Shipping Carriers
We partner with trusted international carriers to ensure your order reaches you safely. The specific carrier will depend on your location and will be indicated in your tracking information.
Customer Responsibilities
Accurate Address: You are responsible for providing a complete and accurate shipping address at checkout. We cannot modify addresses after an order has been shipped. Orders delivered to incorrect addresses provided by the customer are non-refundable.
Delivery Confirmation: Once tracking shows your package as "delivered," the carrier has completed their service and responsibility transfers to you. We recommend:
- Checking with neighbors or household members
- Looking around your delivery location (porch, mailbox, building office)
- Contacting your local carrier office if the package cannot be located
Lost, Stolen, or Missing Packages
Before Delivery Confirmation: If your tracking shows no movement for 15+ business days, or if the package appears lost in transit, please contact us immediately. We will work with the carrier to locate your shipment or file a claim on your behalf.
After Delivery Confirmation: We are not responsible for packages marked as delivered by the carrier. If you believe your package was stolen, we recommend:
- Filing a report with local authorities
- Contacting the shipping carrier directly
- Checking if your home insurance covers stolen packages
We're happy to provide any documentation needed for claims or reports.
Non-Delivery Claims
If you have not received your order:
- Check your tracking status first
- Contact us at info@ergovia.co before filing a payment dispute
- Provide your order number and any relevant details
Important: Claims must be submitted before initiating a chargeback. We reserve the right to deny refunds for orders confirmed as delivered by the carrier.
Damaged Packages
If your package arrives damaged, please:
- Take photos of the packaging and contents
- Contact us within 48 hours of delivery
- Keep all packaging materials for inspection
We'll work with you to resolve the issue promptly.
International Orders
International customers are responsible for any customs duties, taxes, or import fees charged by their country. These charges are not included in your order total and are beyond our control.
Need Help?
Email: info@ergovia.co
Response Time: Within 1-3 business days
We're here to help! Contact us with any shipping questions or concerns.
By placing an order, you acknowledge and agree to this Shipping Policy.