1. Shipping and Payment Overview

VitaMercado aims to provide clear delivery information and secure payment processing. The shipping methods, estimated delivery period, total price and available payment options are shown during checkout.

This page should be read together with our Terms and Conditions and Refund and Returns Policy.

2. Delivery Destinations

VitaMercado delivers to the countries and regions made available during checkout. Available destinations may vary by product, warehouse, carrier, legal restrictions and service availability.

We may be unable to deliver certain products to some destinations because of customs rules, carrier restrictions, product limitations, sanctions, export controls or local law.

3. Order Processing

Orders are reviewed after payment authorisation. Processing may include:

• payment confirmation;
• fraud-prevention and security checks;
• product availability verification;
• address review;
• packing and preparation for dispatch.

Orders placed on weekends, public holidays or outside normal processing hours may begin processing on the next working day.

Estimated processing time: usually 1–3 working days.

4. Estimated Delivery Times

Delivery times are estimates and begin after dispatch, not when the order is submitted. The final estimate depends on the destination, product location, carrier and selected shipping service.

5. Shipping Costs

Shipping costs are calculated according to factors such as destination, order weight, parcel size, product category, warehouse location and selected delivery method.

The applicable shipping charge is displayed during checkout before payment is submitted. Free-shipping promotions, where available, may be subject to minimum order values, product restrictions or destination limits.

6. Tracking Information

When tracking is available, VitaMercado sends the tracking number by email, through the customer account, or through another contact method provided during the order process.

Tracking may not update immediately after dispatch. Carrier systems can require additional time before the first scan appears.

Customers can also use our Track Your Shipment page where supported.

7. Delivery Address and Customer Responsibility

Customers must provide a complete and accurate delivery address, including apartment number, postal code, recipient name and telephone number where required by the carrier.

Please contact us immediately if an address correction is needed. Changes cannot be guaranteed after processing or dispatch has begun.

Additional carrier, redelivery or return costs may apply where delivery fails because of incomplete or inaccurate information, refusal of delivery or failure to collect the parcel, subject to applicable law.

8. International Shipping, Customs and Import Charges

International customers are responsible for confirming that ordered products may be legally imported, possessed and used in the destination country.

Customs authorities may inspect, delay, restrict or refuse a shipment. Import VAT, duties, brokerage charges, handling fees and local taxes may be payable by the recipient unless checkout clearly states that they are included.

VitaMercado does not control charges imposed by customs authorities, carriers, postal operators or local governments.

9. Delays, Lost Parcels and Failed Delivery

Delivery may be delayed by customs checks, weather, transport disruption, public holidays, high seasonal demand, remote-location service, incorrect address information or events outside our reasonable control.

If the estimated delivery window has passed, customers should check tracking information, carrier notices, neighbours and reception areas before contacting us.

Where appropriate, VitaMercado will open a carrier investigation. Confirmed lost or undeliverable orders are handled under our Refund and Returns Policy.

10. Available Payment Methods

Available payment methods are displayed during checkout and may vary according to country, currency, device, order value and technical availability.

VitaMercado may accept PayPal, supported credit cards, debit cards, bank transfer or other payment methods displayed and available during checkout.

11. Secure Payment Processing

Online payments may be processed by Stripe, an independent payment service provider. Payment information is transmitted using secure and encrypted technology.

Where Stripe hosts or processes the payment interface, payment details are handled under Stripe's own terms and privacy practices. VitaMercado does not receive or store the full card number when Stripe-hosted or tokenised payment technology is used.

VitaMercado does not claim to be certified, endorsed or guaranteed by Stripe. Stripe is identified only as a payment processor used where available.

12. Payment Authorisation and Order Verification

A payment may be authorised, declined, reversed or held for review by PayPal, Stripe, the customer's bank, card issuer or another payment provider.

Orders may be subject to automated or manual security checks. VitaMercado may request reasonable additional information to verify the purchaser, delivery details or payment authorisation.

We may delay, decline or cancel an order where verification cannot be completed, where information is inconsistent, or where there is a reasonable concern involving fraud, unauthorised payment, sanctions, abuse or unlawful activity.

13. Currency, Taxes and Bank Charges

The transaction currency and final amount are displayed during checkout before payment is submitted.

Your bank or card issuer may apply currency-conversion, international-transaction or other processing fees. These charges are determined by the financial institution and are not controlled by VitaMercado.

Any taxes or mandatory charges collected by VitaMercado will be shown during checkout where applicable.

14. Payment Refunds

Approved refunds are normally returned to the original payment method. Card refunds processed through Stripe are returned to the original card or payment method.

After VitaMercado initiates a refund, the time required for the amount to appear depends on Stripe, the card network, payment method and customer's bank.

Full eligibility and return procedures are explained in our Refund and Returns Policy.

15. Shipping and Payment Contact Details

Include your order number when contacting us about dispatch, tracking or payment.