1. Shipping availability
Shipping is the launch fulfillment method for every Vintra order. Local pickup is not available at launch.
An order can be created and shipped only when all of the following are true: a carrier serves both the ship-from and the ship-to address; the parcel is within that carrier’s size, weight, and content limits; the item is not restricted under section 8 below; and both accounts are in good standing. Where this Policy calls an order or a claim eligible, it means these conditions are met.
2. Rates, labels, and providers
Shipping charges are calculated using the information available at checkout and are shown before purchase. Vintra may use EasyPost to access carrier rates, create or purchase labels, receive tracking events, and support label or shipment operations. Carriers perform the physical transportation and apply their own terms and restrictions.
The seller must use the label attached to the order when one is provided. Using a different label or service without authorization may break tracking, delay the order, or affect claim and support eligibility.
3. Seller responsibilities
- Provide an accurate ship-from address and parcel weight and dimensions.
- Use packaging appropriate for the item and carrier service, removing or covering old labels and hazardous-material markings.
- Comply with carrier rules, prohibited-item rules, and any special handling requirements.
- Tender the parcel to the carrier by the deadline shown in the order.
- Keep the drop-off receipt or other acceptance evidence until the order and any claim are complete.
- Do not reuse, alter, transfer, or purchase an order label for a different parcel or transaction.
Incorrect parcel information may cause adjustment charges, delay, return, disposal, cancellation, or the loss of your ability to file a carrier claim. Where permitted by law and disclosed in the applicable flow, amounts caused by inaccurate seller information may be deducted from proceeds or otherwise recovered.
4. Buyer responsibilities
- Provide a complete, accurate, deliverable address before payment.
- Review the item, shipping charge, tax, and total before confirming.
- Monitor carrier tracking and retrieve the parcel promptly.
- Report non-delivery, damage, tampering, or another shipping issue through the order flow within the displayed deadline.
Address changes after purchase may require cancellation and a new order. Vintra cannot guarantee that a carrier can intercept, redirect, or recover a parcel sent to an address supplied by the buyer.
5. Tracking, scans, and delivery
Carrier events and delivery estimates are third-party information and are not guarantees. Tracking may be delayed, incomplete, or corrected. Vintra may use carrier data, drop-off evidence, address information, user communications, and other records when reviewing an order.
A carrier “delivered” scan does not automatically decide every dispute, but it is important evidence. Buyers should check the delivery location, household members, building staff, and carrier notices before reporting a missing package.
6. Loss, damage, and carrier claims
Keep the item, packaging, label, tracking details, drop-off receipt, photos, and communications while a review is open. Do not discard or materially alter evidence. Vintra may ask a buyer or seller to cooperate with a carrier inspection, affidavit, police report, identity check, or other reasonable claim requirement.
Whether a refund or seller compensation is available depends on the Refund and Dispute Policy, carrier terms, available evidence, how the parcel was packed, whether the item was allowed under section 8, whether parcel details were accurate, and applicable law. Vintra does not promise that every carrier delay, loss, theft, or damage event is covered.
7. Returns, refused parcels, and undeliverable addresses
A return must follow the instructions and deadline provided for the approved case and use tracked shipping when required. Unauthorized returns or returns sent to the wrong address may delay or prevent a refund.
Refused, unclaimed, undeliverable, or returned-to-sender parcels may result in additional charges, delayed resolution, or cancellation. The outcome depends on the reason for return, carrier records, user responsibility, and applicable policy.
8. Restricted shipments
Do not ship illegal, prohibited, hazardous, recalled, counterfeit, stolen, perishable, live, regulated, or carrier-restricted goods. Item type, size, weight, value, destination, material, packaging, or carrier limitations may mean an item cannot be listed or shipped at all. Users are responsible for truthful declarations and compliance with postal, carrier, aviation, customs, and hazardous-material rules.
Questions may be sent to [email protected].