Shipping Policy

staging.idivia.com is our dedicated international platform serving customers outside the European Union (Non-EU).

To ensure compliance with regional regulations and logistics optimization, we distinguish our operations:

staging.idivia.com: Dedicated to international customers (USA, UK, Brazil, Asia, etc.).
idivia.eu: Exclusively for residents within the European Union. If you are ordering from the EU, please visit idivia.eu for appropriate tax and shipping terms.

We strive for efficiency, with 95% of orders processed in less than 24 working hours.

Processing Time: Up to 5 business days (usually much faster). Orders paid after 11:00 AM (Lisbon Time) are considered the following business day.
Transit Time: Depending on the destination and chosen carrier (DHL, FEDEX, or Regular Mail), estimated delivery is between 3 and 30 business days.
Tracking: All orders include insurance against loss and a tracking number provided via email upon dispatch.

Calculated at Checkout: Shipping fees are determined by the destination, weight, and selected carrier.
Free Shipping: Available for orders above 130 EUR / 145 USD.
- Note: If a Free Shipping order is undeliverable due to customer-related issues (incorrect address, unclaimed package), a 20% restocking fee will be deducted from the refund.

Since staging.idivia.com serves markets outside the European Union, orders may be subject to random inspection by local authorities.

Import Duties: Any import taxes, customs duties, or inspection fees are the sole responsibility of the customer.
Customs Delays: Customs clearance may extend the estimated delivery time. IDIVIA cannot intervene in local customs processes but will assist with documentation if needed.
Compliance: Customers must ensure that ordered products comply with their country’s import laws.

Damaged Items: If the package shows signs of violation, refuse the delivery. If you accept it and find damaged items, contact help@staging.idivia.com within 14 days with photos of the packaging and products.
Lost Orders: An order is considered lost if undelivered beyond two months (for Non-EU shipments) from the maximum expected delivery date. In such cases, we offer a full refund (via voucher) or a replacement.

Before Dispatch: Contact us immediately at help@staging.idivia.com.
After Dispatch: * Regular Mail: No changes possible.
- DHL/FEDEX: Changes may be possible via the carrier’s portal depending on the status.
- Note: If a cancellation is requested after dispatch and is no longer possible, shipping charges are non-refundable.

You have 14 days to return a product in its original, sealed condition.
Return Costs: All return expenses (shipping and any import taxes/tariffs) are borne by the customer.
Outside EU Returns: We strongly recommend using our partnered carriers (DHL/FedEx) for returns. Returns sent via standard mail from outside the EU may be subject to tariffs by Portuguese authorities; if these are applied, we will not collect the order and it will be returned to the sender.