Vistro Digital | Marketing Agency Denver

1. Introduction

This policy outlines the procedures and standards for fulfilling orders placed through our online order-taking app. Our goal is to ensure a seamless and satisfying shopping experience for our customers by providing timely, accurate, and efficient order fulfillment.

2. Order Processing

2.1 Order Confirmation: Upon placing an order, customers will receive an email or app notification confirming receipt of the order. This confirmation will include the order number, summary of items purchased, and estimated delivery time.

2.2 Order Verification: All orders are subject to verification. This may include checking the availability of items, confirming payment details, and verifying shipping addresses. In case of any issues, customers will be contacted within 24 hours.

2.3 Order Modification: Customers may request modifications to their orders within one hour of placing the order. Modifications are subject to item availability and may delay the estimated delivery time.

3. Shipping and Delivery

3.1 Shipping Methods: We offer various shipping options, including standard, expedited, and same-day delivery. Shipping methods available will be displayed at checkout based on the customer’s location.

3.2 Delivery Timeframes:

• Standard Shipping: 3-5 business days
• Expedited Shipping: 1-3 business days
• Same-Day Delivery: Available for orders placed before 12 PM local time, subject to item availability and delivery location

3.3 Shipping Charges: Shipping charges are calculated based on the selected shipping method, delivery location, and order size. Free shipping promotions may be available for qualifying orders.

3.4 Delivery Confirmation: Customers will receive a delivery confirmation email or app notification once their order has been delivered. This will include tracking information and a summary of items delivered.

4. Order Issues and Returns

4.1 Damaged or Incorrect Items: If a customer receives a damaged or incorrect item, they should contact customer service within 7 days of receipt. We will arrange for a replacement or refund, including any shipping costs incurred.

4.2 Returns and Refunds:

• Return Policy: Items may be returned within 30 days of receipt for a full refund or exchange. Items must be in their original condition and packaging.
• Return Process: Customers should initiate a return through the app or by contacting customer service. A return shipping label will be provided.
• Refunds: Refunds will be processed within 7-10 business days after the returned item is received and inspected. Refunds will be issued to the original payment method.

4.3 Order Cancellations: Orders may be canceled within one hour of placement for a full refund. After this period, cancellations are subject to a restocking fee and may not be possible if the order has already been shipped.

5. Customer Service

5.1 Support Availability: Our customer service team is available to assist with any order-related issues from 9 AM to 9 PM, Monday through Saturday. Customers can contact us via email, phone, or through the app’s chat feature.

5.2 Response Time: We strive to respond to all customer inquiries within 24 hours.

6. Privacy and Security

6.1 Data Protection: We are committed to protecting the privacy and security of our customers’ personal information. All payment transactions are encrypted, and customer data is stored securely in compliance with applicable data protection laws.

6.2 Privacy Policy: Our full privacy policy is available on our website and within the app. Customers are encouraged to review this policy to understand how their information is used and protected.

7. Changes to the Fulfillment Policy

We reserve the right to update or modify this fulfillment policy at any time. Any changes will be communicated to customers through the app and our website. Customers are encouraged to review this policy periodically to stay informed of any updates.