Shipping Policy

Delivery begins with a confirmed order

Ortavino organizes delivery after an order has been placed and payment has been confirmed. The process has two distinct parts: preparation before the parcel leaves and transportation after it has been handed to a carrier. Delivery time depends on both parts, as well as the destination and any events outside normal carrier schedules.

Order preparation: 1–3 business days

Our standard processing estimate is 1–3 business days after successful payment confirmation. During preparation, order details may be reviewed, items prepared, and a parcel assigned for dispatch. Business days are distinct from calendar days and exclude applicable non-working periods. Orders containing items with different handling requirements may need additional time; where a particular product has a different estimated timeframe, the information provided for that item or order should be considered.

Transit after dispatch: estimated 7–15 business days

Once a parcel is dispatched, the estimated shipping transit is 7–15 business days. The estimate begins after dispatch, not when you place the order. It is not a guarantee of delivery on a particular date. Destination accessibility, customs procedures, transportation disruptions, carrier capacity, weather, and public holidays may extend a shipment's journey. Where a legally required delivery deadline applies, that requirement remains effective.

Shipping destinations and fees

The destinations we can serve are determined by the delivery choices available for your address at checkout. A location appearing in general website content does not, by itself, guarantee that we can ship there. The shipping fee applicable to your order is displayed during checkout before payment confirmation. We do not promise a universal free-shipping offer or a fixed fee for all countries.

Tracking information

When shipment tracking is available for your order, we may send the tracking reference by the contact channel supplied during checkout. A carrier may need some time after collection to display an initial scan. Tracking events are estimates of parcel movement and should not be treated as a guaranteed arrival date. If a tracking status remains unclear or appears inconsistent with delivery, contact support with your order reference.

Customs, duties, and import requirements

International parcels can be subject to destination-country inspections, customs duties, taxes, and carrier handling fees. Whether a cost is collected at checkout or upon import depends on the specific destination, legal rules, and terms displayed for the order. Unless the checkout expressly states that a charge is included, do not assume it has been prepaid. Customers may need to provide accurate information requested by the carrier or customs authority, subject to applicable law.

Correct addresses and unsuccessful delivery

Please check the recipient name, postal code, address, and telephone number before submitting the order. If you notice an error, notify service@ortavino.com promptly. Corrections may be possible before dispatch, but cannot always be made after a carrier has received the parcel. When a delivery attempt fails, we will review the carrier information and applicable consumer obligations before determining whether a parcel can be resent or refunded. We do not treat an address error as a reason to refuse legally required remedies.

Missing, damaged, or incorrect parcels

If a parcel is missing, appears damaged, or contains an incorrect item, contact us with your order number and a brief description. Photographs of packaging or the product may help establish what happened. We may review tracking details and contact the carrier. Where the problem is our responsibility or the law provides a remedy, we will offer the required resolution without shifting legally required costs to you.

Business and customer contact

Operating Company: Wuhan Pinglixin Trading Co., Ltd.
Unified Social Credit Code (USCC): 91420114MAKC8T2H9F
Company Address: Factory Building 6-1381, No. 91 Huayuanwan 2nd Street, Daji Street, Caidian District, Wuhan, Hubei Province
Support Email: service@ortavino.com
Contact Phone: +86 15035629847
Business Hours: Monday to Friday: 9:00 AM - 5:00 PM (UTC+8, China Standard Time)

The company address above is provided for business identification; it is not a general parcel-return destination. For an approved return, use the return address separately provided by our support team.