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Continue ShoppingThis Delivery Policy sets out how orders placed through www.truviek.com are prepared, dispatched, tracked, and delivered. The Site is operated by Orbivex OÜ, registered at Narva mnt 7-557, Kesklinna linnaosa, Tallinn, Harju maakond, 10117, Estonia. Delivery arrangements can differ by product, destination, supplier, fulfilment centre, and courier, so the information below should be read together with any specific delivery estimate shown during checkout.
1. Processing an order
After payment has been received or otherwise confirmed, we begin preparing the order for fulfilment. The amount of time needed before dispatch can vary. Factors that may affect processing include product availability, supplier handling periods, address or payment verification, public holidays, unusually high order volumes, and operational delays at a fulfilment location.
Estimated processing time: 1–5 business days.
2. Estimated delivery period
Estimated delivery time: 7–20 business days
Any delivery period shown by us is an estimate rather than an absolute guarantee unless we expressly state otherwise. A parcel may arrive earlier or later than expected because of the destination, courier performance, customs examination, weather disruption, seasonal demand, local postal conditions, public holidays, or other circumstances outside our reasonable control.
3. Shipping charges
Where a shipping fee applies, the relevant charge should be displayed during checkout before the customer completes payment. A free-shipping promotion may be limited by destination, minimum order value, product type, promotion period, or other stated conditions. If a promotion has separate terms, those terms form part of the offer.
4. Tracking information
Where tracking is available, we may provide the tracking number or tracking link by email or make it available through the customer’s order page. Tracking systems do not always update immediately after dispatch. A delay of several days can occur while the parcel moves between suppliers, fulfilment centres, postal networks, customs facilities, or courier partners.
5. Orders sent in more than one parcel
An order containing several products may be divided into separate shipments. This can happen when items are held at different locations, supplied by different partners, or processed on different schedules. Separate parcels may therefore arrive on different dates. A customer will not normally be charged an additional shipping fee solely because we choose to split one order into multiple shipments.
6. Customs charges, duties, VAT, and import fees
International deliveries may be subject to customs duties, import taxes, value-added tax (VAT), brokerage charges, clearance fees, or other amounts imposed by local authorities or delivery intermediaries. Unless checkout expressly states that a particular charge is included, these destination-country charges are the customer’s responsibility. We do not set or control charges imposed by customs authorities or other third parties.
7. Incorrect or incomplete delivery information
Please review the delivery address carefully before placing an order. We are not responsible for a delay, failed delivery, return to sender, or lost parcel that results from address information supplied by the customer being incorrect, incomplete, or outdated, except where applicable law requires otherwise. If you discover an address mistake after ordering, contact support@truviek.com as soon as possible. We will try to help, but a change may not be possible once fulfilment or dispatch has started.
8. Delayed, missing, or apparently lost orders
If an order has not arrived by the end of the expected delivery window, contact us and provide the order number. We will review the available tracking record and, where practical, contact the relevant supplier, fulfilment provider, postal operator, or courier. Depending on the circumstances and applicable rights, we will work with you to identify an appropriate next step or solution.
9. Failed delivery and unclaimed parcels
A parcel may be returned to the sender if delivery is refused, the address is incorrect, delivery cannot be completed, or the parcel is not collected from a designated collection point. Where a return occurs for one of these reasons, we may deduct reasonable and properly incurred shipping or handling costs from any refund, unless applicable law requires a different outcome.