Shipping Policy
1. Purpose
This Shipping Policy explains how Porto Valen processes, ships, and delivers orders. It provides clear information about delivery timelines, shipping costs, and responsibilities associated with order fulfilment.
2. Shipping Costs
All orders are shipped free of charge within the United States only.
3. Order Processing
Orders are processed within 1-3 days (Monday to Friday). Orders placed after 03:00 PM (EDT), weekends, or public holidays will be processed on the next business day.
4. Transit and Delivery Times
Transit typically takes 4-6 days (Monday to Friday). Total estimated delivery time, including processing and transit, is 5-9 business days.
5. Dispatch and Tracking
After your order has been shipped, you will receive a shipping confirmation email. Then you will receive a separate shipping update email containing your tracking number, allowing you to follow your shipment from dispatch to delivery.
6. Delivery Delays
Delays may occur due to factors outside our control, including carrier issues, weather conditions, high order volumes, or incorrect address information. Please allow additional time of 3 business days beyond the estimated delivery window before contacting support. If your order still has not arrived, contact support@portovalen.com.
7. Address Accuracy
You are responsible for providing accurate shipping information at checkout. We are not responsible for delivery issues caused by incorrect or incomplete addresses.
8. Damaged, Defective or Incorrect Items
If you receive a damaged, defective, or incorrect item, contact us as soon as possible at support@portovalen.com. Include your order number, a description of the issue, and clear photos of the item. We will review your request and provide an appropriate resolution in accordance with consumer protection laws, which includes an exchange or a refund issued to your original payment method.
9. Order Cancellations
If you wish to cancel an order, contact us as soon as possible at support@portovalen.com. You can request cancellation before your order is shipped. Once shipped, cancellations are no longer possible and returns must follow the Return and Refund Policy.