Shipping policy

This Shipping Policy explains how Vivai Cuba processes and delivers orders placed through vivaicuba.com.

1. Order processing
Orders are processed within 7 business days after payment has been successfully received.

Orders placed during weekends, or on public holidays will be processed on the next business day.

Processing times may be longer during:

• Sales and promotional periods.
• Product launches.
• Christmas and other peak periods.
• Public holidays.
• Unexpected events affecting stock availability or logistics.

The estimated delivery time begins when the order is handed over to the shipping carrier, not when the order is placed.

2. Shipping destinations
We currently ship to:

• Italy

Some products may have specific shipping restrictions because of their size, weight, perishability, temperature requirements, or legal regulations.

3. Shipping methods and cost

Shipping cost will be calculated by our staff after purchase and communicated to the customer in a timely manner via email or other available contact methods.

The customer can either:

• Accept: Customer has to pay via bank transfer to the provided coordinates the shipping cost within 4 days and provide proof of payment. We will then ship the parcel.
• Refuse: full refund will be granted.

Available delivery methods:

• Standard shipping: 2-5 business days, rate based on GLS carrier.
• Store pickup: coordinated with the client via contact methods available. Free.

Delivery times are estimates and are not guaranteed unless expressly stated otherwise.

4. Delivery estimates
Estimated delivery times are calculated in business days and exclude Saturdays, Sundays, and public holidays unless otherwise specified.

Although we work with our shipping partners to deliver orders within the estimated timeframe, delays may occur because of:

• Severe weather.
• Carrier disruptions.
• Incorrect or incomplete delivery information.
• High demand or peak shopping periods.
• Customs inspections.
• Events outside our reasonable control.

If your order has not arrived within the expected delivery window, please contact us at vivaicuba@libero.it with your order number.

5. Order tracking
Once your order has been shipped, we will send a confirmation email containing the tracking number, when tracking is available.

You can track your shipment through:

GLS website

Tracking information may take up to some time to appear after the parcel has been collected by the carrier.

6. Delivery address
Customers are responsible for providing a complete and accurate delivery address at checkout.

If you notice an error in your address, contact us as soon as possible at vivaicuba@libero.it. We will try to update the address before the order is shipped, but we cannot guarantee that changes will be possible.

If an order is returned to us because of an incorrect or incomplete address, refusal of delivery, or failure to collect the parcel, additional shipping charges may apply for a second delivery.

7. Delayed, lost, or missing orders
If tracking shows that your parcel has been delivered but you have not received it, please:

• Check whether the parcel was left with a neighbour, building manager, or in a designated safe location.
• Check that the delivery address in your order confirmation is correct.
• Contact the shipping carrier using the tracking number.
• Contact us at [email address] if the parcel cannot be located.

For parcels that remain undelivered, we will investigate the shipment with the carrier and, where appropriate, arrange a replacement or refund in accordance with applicable law and our customer service procedures.

8. Damaged parcels
Please inspect your parcel when it arrives.

If the packaging or product appears damaged, take photographs of:

• The external packaging.
• The shipping label.
• The internal packaging.
• The damaged product.

Send the photographs and your order number to vivaicuba@libero.it within 24 hours of delivery.

We will assess the issue and, where appropriate, offer a suitable solution.

9. International shipping
For deliveries outside Italy, additional customs duties, import taxes, handling fees, or other charges may apply.

Unless expressly stated otherwise at checkout, these charges are the responsibility of the customer and may be collected by the destination country’s customs authority or the shipping carrier.

International delivery times may be affected by customs procedures and are therefore estimates only.

10. Local delivery and collection
If store or local pickup is available, customers will receive an email when the order is ready. Orders must be collected from:

Viale dei lidi 138, Siracusa.

Please bring your order confirmation and a valid form of identification. Orders not collected within 15 days may be cancelled or returned to stock.

11. Shipping restrictions
We may be unable to ship certain products because of:

• Product size or weight.
• Fragility or special handling requirements.
• Temperature-sensitive contents.
• Legal or carrier restrictions.
• Delivery-area limitations.

If an item cannot be shipped to the selected destination, we will contact the customer and offer an appropriate solution, such as an alternative delivery method, replacement product, or refund.

12. Cancellations and returns
Orders may be cancelled before shipment by contacting us at vivaicuba@libero.it.

Once an order has been shipped, cancellation may no longer be possible. In that case, the customer may need to follow the procedure described in our Returns and Refunds Policy.

Shipping charges are handled according to our returns policy and applicable consumer-protection laws.

 

We reserve the right to update this Shipping Policy when our shipping services, prices, carriers, or business operations change.