Our warehouses and logistics system
Our products are manufactured and shipped from our warehouses located in Europe (Spain), the United Kingdom, the United States, Canada, Mexico, Australia, the United Arab Emirates and Hong Kong.
Depending on product availability and your location, your order will be shipped from the most efficient warehouse to optimise delivery times and costs.
It is not possible to choose the warehouse of origin – the selection is automatic and based on logistics criteria.
We carry out weekly inventory checks to ensure the quality of our products is always of the highest standard.
Carriers and shipping methods
We ship with UPS, FedEx, DHL, 4PX or the local postal service depending on the warehouse of origin, destination and carrier availability.
Shipments are mainly handled by express courier with tracked delivery.
Vertaline™ reserves the right to select the most appropriate carrier based on logistics criteria, availability and costs. It is not possible to request a specific carrier.
Estimated delivery times
- Europe: 5–9 business days
- United Kingdom / domestic destinations: 6–12 business days
- Rest of the world: 7–12 business days
IMPORTANT – these times are estimates, not guarantees. The times above are estimates based on normal operating conditions and do NOT constitute a guarantee of delivery within those timeframes.
⚠️ The times indicated do NOT include:
- ❌ Processing time: 2–5 business days (BEFORE shipping)
- ❌ Weekends and national/international holidays
- ❌ Unforeseen delays caused by carriers (weather, strikes, operational overload)
- ❌ Customs checks (for shipments outside the EU)
- ❌ Delays due to an incomplete or incorrect address
- ❌ Delays due to failed collection or absence of the recipient
Correct calculation of total times: TOTAL TIME = PROCESSING (2–5 days) + SHIPPING (6–12 days), i.e. 8–17 total business days from order to delivery under normal conditions.
Peak demand periods. During sales, holidays (Christmas, Black Friday, etc.) or high demand, processing times can extend to 7–10 business days and shipping times may face further delays. Vertaline™ is not responsible for delays caused by exceptional volumes during peak periods.
Order processing times
Once you place your order, our team processes it within 2–5 business days before shipping. During processing we:
- ✅ Verify product availability
- ✅ Carry out an individual quality check
- ✅ Test the battery and functionality (for electronic devices)
- ✅ Prepare professional packaging
- ✅ Hand the parcel over to the carrier
Business days exclude Saturdays, Sundays and public holidays.
Confirmation email and tracking
You will receive an email with the tracking number as soon as the order is handed to the carrier (after processing).
IMPORTANT: the tracking number will only become active and trackable once the carrier has actually taken charge of the parcel – this can take 1–3 additional days from the email.
We also recommend checking your SPAM folder, as the email may end up there because of your email provider's automatic filters.
Vertaline™ is not responsible for emails not received due to spam filters, incorrect email addresses provided by the customer, or full mailboxes.
Order tracking
Once processing has started you will receive an email with your tracking number. You can track your order on our tracking page.
Tracking activation – normal timings. For some carriers it may take 2–5 business days for tracking information to update and become visible in the system. This is completely normal and depends on the carrier's operational processes, not on Vertaline™.
During this period tracking may show:
- "No information available"
- "In processing"
- No updates
- Information in a foreign language (Chinese, English)
Please wait 2–5 days from the tracking email before contacting us – the system will update automatically.
Tracking in a foreign language. If the parcel departs from international warehouses (e.g. Hong Kong, USA), the first tracking stages may be in the local language. This is completely normal. Once the parcel reaches your country, tracking will update automatically through the local carrier. If needed, you can use Google Translate for the international stages.
When to contact us. Email info@vertaline.it ONLY if: more than 5 business days have passed since the tracking email; tracking still shows no information; or tracking indicates a specific problem (parcel stuck, failed delivery attempt, etc.).
Please do not contact us if: fewer than 5 days have passed since the tracking email; tracking is in a foreign language but working; or tracking shows "in transit" or "in processing".
Customs duties, taxes and import charges
Orders shipped within the EU (Spain warehouse)
- ✅ No additional customs duties for deliveries within the EU
- ✅ No import taxes
- ✅ VAT already included in the price
Orders shipped from non-EU warehouses. The customer is solely responsible for paying:
- ❌ Any import taxes
- ❌ Customs duties
- ❌ VAT applied by the destination country
- ❌ Customs charges
- ❌ Customs handling costs
These costs, where applicable: are NOT included in the product price; are NOT refundable in the event of a return; must be paid by the customer to the carrier or the customs office; vary based on the destination country and product value; and are set by local authorities, not by Vertaline™.
Vertaline™ has no control over these costs and cannot provide precise estimates. By placing an order, you explicitly accept responsibility for all applicable customs costs.
Import on behalf of the recipient. Goods will be imported on behalf of the recipient/buyer. By placing the order, the recipient: authorises Vertaline™ to import the goods on their behalf; accepts that Vertaline™ may delegate the import obligation to a subcontractor (carrier, customs broker); and assumes responsibility for all applicable customs and tax costs.
Multiple shipments
Your order may be shipped in several separate shipments to optimise delivery times and product availability.
For logistical reasons, items from the same purchase may be shipped in separate parcels, even if combined shipping was selected, from different warehouses, with different carriers and on different days.
You will receive a separate tracking number for each shipment. This is normal and does not constitute a problem – all ordered items will still be delivered to you. Vertaline™ is not required to group all items into a single shipment.
Parcels returned to sender
Parcels returned to sender for the following reasons incur additional costs borne by the customer:
- ❌ Incorrect or incomplete address provided by the customer
- ❌ Failure to collect after 2 carrier attempts
- ❌ Refusal of delivery by the recipient
- ❌ Prolonged absence of the recipient (after multiple attempts)
- ❌ Non-payment of customs duties (for non-EU shipments)
- ❌ Missing street number or insufficient details
OPTION 1 – Re-shipping: the parcel can be re-sent to the correct address, at the customer's expense ($18–30 depending on destination), after customer confirmation and advance payment.
OPTION 2 – Refund: a partial refund will be issued, net of all shipping costs incurred (outbound + return) plus handling costs withheld.
Customer responsibility – shipping address
Address verification is MANDATORY. It is the CUSTOMER'S SOLE RESPONSIBILITY to ensure the shipping address provided is:
- ✅ Complete (street, street number, postcode, city, region)
- ✅ Correct and free of typos
- ✅ Up to date (not old or obsolete addresses)
- ✅ Accessible by the carrier
Vertaline™ is NOT responsible if: the address was entered incorrectly during checkout; the street number or other essential details are missing; the address is incomplete or ambiguous; or the address is no longer valid.
PROCEDURE IF THE STREET NUMBER IS MISSING. If the street number is missing or the address is incomplete, Vertaline™ will follow this procedure:
- ⚠️ The parcel will be shipped anyway to the incomplete address provided
- ⚠️ Entirely at the customer's risk
- ⚠️ Vertaline™ will NOT be responsible for non-delivery or return of the parcel
- ⚠️ All handling costs will be borne by the customer
Please check your email regularly (including SPAM) after ordering, reply IMMEDIATELY to address confirmation requests, and provide a valid phone number when ordering so we can reach you.
If the parcel is not delivered due to an incomplete address: a full refund cannot be requested; return-to-sender costs are borne by the customer; re-shipping costs are borne by the customer ($18–30); or a partial refund is issued (net of all costs).
Address change window – 6 hours
You can change the shipping address ONLY within 6 hours of your order by contacting us at info@vertaline.it.
After 6 hours the order is already in processing at the warehouse, we cannot guarantee the address change, and change fees may apply ($12–25).
Address error after shipping. If you notice an address mistake after the parcel has shipped: contact us immediately at info@vertaline.it; we will try to contact the carrier to intercept the parcel; we do not guarantee success; and rerouting fees may apply ($18–35). If the parcel is returned due to an incorrect address, re-shipping costs are borne by the customer ($18–30), or a partial refund is issued (net of shipping costs).
Shipping insurance
If you are returning an item worth more than $85, we strongly recommend that you:
- ✅ Use a trackable shipping service
- ✅ Purchase shipping insurance
Vertaline™ cannot guarantee receipt of the returned item without tracking. Without return tracking we cannot verify the return, the refund cannot be processed, and the customer assumes the risk of loss.
Frequently asked questions
1. Lost or undelivered parcels. Vertaline™ is NOT responsible if the address was entered incorrectly during checkout. Always make sure your billing and shipping address are correct before placing the order. If you made a mistake, tell us WITHIN 6 HOURS of ordering. If the order is not delivered because of an address error: OPTION A – you receive a partial refund once the parcel is returned to the warehouse, excluding outbound and return shipping and handling costs; OPTION B – the parcel is re-sent once the address is corrected, at the customer's expense ($30–60).
2. Tracking says "No information available". This is normal in the first 2–5 days after the tracking email. For some carriers it can take 2–5 business days for tracking information to update. Wait 5 business days before contacting us. If more than 5 business days have passed and there is still no tracking information, contact info@vertaline.it.
3. Tracking is in Chinese/another language. This is normal if the parcel departs from international warehouses (Hong Kong, USA, etc.). Use Google Translate, wait for the parcel to reach your country and tracking will switch automatically, and note that the main statuses are understandable anyway (e.g. "In Transit", "Delivered"). It is not an error – it is the normal international shipping process.
4. Will items be shipped in one parcel? Not necessarily. For logistical reasons, items from the same purchase are sometimes shipped in separate parcels, even if combined shipping was selected. You will receive a tracking number for each shipment. This is normal and optimises delivery times.
5. Can I cancel an order? Yes, you can cancel your order with no penalty, provided it is cancelled WITHIN 6 HOURS of being placed. If the item has already shipped, we cannot cancel the order. To cancel, email info@vertaline.it with the subject "CANCEL ORDER", your order number and your first and last name. You will receive cancellation confirmation within 24 hours if the order can still be cancelled.
6. What if I am not home at delivery? The carrier will leave a delivery notice, attempt a second delivery (next day or as arranged), and deposit the parcel at a pickup point if the second attempt also fails. You can follow the delivery status via the tracking link sent by email. You have 5–7 days to collect the parcel from the pickup point (this varies by carrier); after this period the parcel is returned to sender and re-shipping costs are borne by the customer.
7. Can I change the shipping address? Yes, but ONLY within 6 hours of the order. Contact info@vertaline.it with your order number and the complete correct address. After 6 hours the order is already in processing, we cannot guarantee the change and additional fees may apply.
8. What if the parcel arrives damaged? Contact us WITHIN 48 HOURS of receipt at info@vertaline.it with photos of the external damage (box), photos of the internal damage (product), a video (if the product is not working) and a detailed description. We will arrange a free replacement of the product. Without photographic documentation we cannot proceed.
9. Are delivery times guaranteed? NO. The times indicated are estimates based on normal conditions and do not constitute a guarantee. Vertaline™ is not responsible for carrier delays, customs problems, adverse weather, strikes or operational issues, or delays during holidays and peak demand.
10. Can I choose the carrier? No. The carrier is selected automatically based on the warehouse of origin, destination, availability and logistical and economic criteria. It is not possible to request a specific carrier.
11. I forgot the street number – what happens? Vertaline™ will contact you 3 times (by email) to request the missing street number, over a total of 72 hours. If you do not reply within 72 hours, the parcel will be shipped anyway to the incomplete address, entirely at your risk, with all handling costs borne by you. Check your email regularly (including SPAM) after ordering and reply IMMEDIATELY to our requests.
Limitations of liability
Vertaline™ is NOT responsible for:
- ❌ Delays caused by carriers (strikes, weather, operational overload)
- ❌ Customs problems (checks, holds, delays)
- ❌ Incorrect or incomplete addresses provided by the customer
- ❌ Failure by the recipient to collect the parcel
- ❌ Duties, taxes or customs charges (customer responsibility)
- ❌ Parcels lost or stolen AFTER delivery confirmed by the carrier
- ❌ Emails not received due to spam filters or incorrect addresses
- ❌ Tracking not updated within 5 days (depends on the carrier)
- ❌ Holidays, weekends or peak periods that extend delivery times
- ❌ Non-delivery due to an incomplete address after 3 contact attempts
- ❌ The customer failing to respond to address confirmation requests
Need help?
For any question about the shipping of your order, contact us: 📧 info@vertaline.it. Our team replies within 24–48 business hours.
Before contacting us, please make sure you have: ✅ checked the tracking; ✅ waited at least 5 days from the tracking email; ✅ checked your SPAM folder; ✅ read this FAQ page.
LEGAL NOTE: by placing an order with Vertaline, the buyer declares that they have read, understood and fully accepted this shipping policy. Vertaline™ reserves the right to amend this policy at any time, with the conditions in force at the time of the order applying. Acceptance of these conditions occurs automatically upon completion of the purchase.
Last updated: September 13, 2026