Shipping policy

This page explains where we ship, what it costs, how long it takes, and what we do when something goes wrong. If anything here is unclear, email us at info@vistrella.com.

Where we ship

We currently ship to addresses in all 50 United States. We do not ship internationally at this time, and we cannot deliver to freight forwarding addresses.

Shipping costs

Free shipping on every order, applied automatically at checkout.

There is no minimum order amount, and we do not add handling fees or surcharges afterwards.

Delivery times

  • Processing: 1 to 2 business days to prepare, quality-check and pack your order.
  • Transit: 3 to 7 business days once your order has shipped.
  • Total: most orders arrive within 4 to 9 business days of being placed.

Orders placed before 5:00 PM Pacific Time on a business day start processing the same day. Orders placed after that time, or on a weekend or US public holiday, start processing the next business day.

Business days are Monday to Friday, excluding US public holidays. During sales events and the holiday season, processing can take up to 2 extra business days.

If you order several items, they may arrive in separate packages. You will not pay extra shipping for this.

Tracking your order

As soon as your order ships, we email you a tracking number and link. Tracking can take 1 to 3 business days to show its first update while the parcel is handed over to the carrier, so a quiet tracking page right after shipping is normal.

Customs, duties and taxes

Prices are shown in US dollars. Any applicable sales tax is calculated at checkout based on your delivery address. Import duties on your order are handled by us: you should never be asked to pay customs fees on delivery. If a carrier ever asks you to pay import charges on a Vistrella order, contact us before paying and we will sort it out.

Delays, lost and damaged parcels

  • Delayed: if your order has not arrived 12 business days after you placed it, or tracking has not updated for 5 business days, email us with your order number and we will open an investigation with the carrier.
  • Lost: if a parcel is confirmed lost in transit, we will send a replacement or give you a full refund, at your choice.
  • Marked as delivered but not received: please check with neighbors and around your property first, and contact us within 7 days of the delivery date. We will open a claim with the carrier and help you resolve it.
  • Damaged or wrong item: send us a photo within 14 days of delivery and we will replace the item or refund you in full, at no cost to you.

Address errors

Please check your shipping address carefully at checkout. If you notice a mistake, email us within 12 hours of placing your order and we will correct it. Once an order has shipped, we can no longer change the address. If a parcel is returned to us because of an incorrect or incomplete address, we will contact you to arrange reshipment.

Order cancellations

You can cancel your order free of charge within 12 hours of placing it by emailing us. After that, your order may already be in processing with our fulfillment partner; in that case you can return it under our Refund Policy once it arrives.