Shipping policy
SHIPPING
Orders cannot be changed, modified, or cancelled after payment has been completed. WE DO NOT DO RETURNS OR EXCHANGES.
Orders will typically be processed and shipped within 2-3 business days. Processing and shipping times do not include weekends or holidays, which may delay your order. Other variables outside of our control, including inclement weather, may have an impact on shipping times.
You will receive an email with shipping and tracking information once your order has shipped. If you do not receive the email, please check your spam or junk mail folders. If you cannot find the email, please email us at info@vinativcare.com or message/WhatsApp us at (571)835-3635 and we will provide you with the shipping information for your order.
If your order has different billing and shipping addresses, we will contact you to confirm your order. We do this to minimize fraud and to confirm the shipping address. If our automated systems cannot verify your shipping address, we will contact you to verify your shipping address. These situations may delay processing and shipping times for your order if we are unable to reach you before your order ships.
Please advise if you need your order by a certain date, please contact us BEFORE placing your order to make arrangements.
Damaged, Lost, or Stolen Packages Using Route Package Protection
If your order was lost, stolen, or arrived damaged and you purchased Route Package Protection, you can report the issue to Route through the following options:
The email you received from Route when placing your order
Route mobile app
https://claims.route.com/
Claims must be made within 5-15 days (15 days max) after it is marked as delivered.
Damaged Packages without protection Route:
In the event that your product has arrived damaged to your home, we ask the following:
Take a photo of the box and the damaged products.
Send us those photos by text message to (571)835-3635 or by email to info@vinativcare.com
Our customer service will contact you.
If you do not send us a photo, then we will not be able to help you.*
Returned Packages
If we receive a package back from the carrier due to the address provided being undeliverable, you are responsible for contacting us and paying the full shipping cost to have your item reshipped. We cannot refund the cost originally paid for shipping.
Lost Packages
If your order does not arrive on time or is lost in transit, we will open an investigation with the carrier. This process can take up to two weeks to complete the investigation.
Once the investigation is complete, if it is confirmed that your order was lost in transit or delivered to a different address than the one provided at checkout, we will replace your items if they are still available. If we are unable to replace them, we will refund your order. If the carrier confirms delivery to the correct address, we cannot issue a refund.
You have to make your claim, with us and the post office, within the first 60 days. After 60 days, it is not possible to make any claim.
Packages in transit
You have to wait at least a month before you can resend a package that was lost in transit. Sometimes it gets stuck somewhere and starts moving again.
Orders marked delivered
ASCEND GLOBE is not responsible for products marked as delivered by the post office. If your tracking information is marked as delivered, but you have not received your items, we recommend that you wait another 24-48 hours for your items to be delivered, as USPS can often be delayed. We also recommend checking with nearby neighbors, as occasionally the post office will deliver to a nearby address in error.
If you have not received your order yet, we encourage you to submit an inquiry here or contact USPS directly at 1-800-275-8777. We are happy to assist in providing any necessary information during the inquiry process, however, if USPS confirms successful delivery of your order, we are unable to provide a replacement or refund for your order.
It is the buyer's responsibility to ensure the shipping address is entered correctly during the checkout process. ASCEND GLOBE will not replace or refund any order delivered to the shipping address provided.