Shipping policy

1. Shipping Locations

We ship to customers in the United States and select international locations. We reserve the right to refuse shipment to any address at our sole discretion.

2. Processing & Shipping Times

  • Processing Time: Orders are typically processed within 2-3 business days after payment confirmation. During peak periods or promotional events, processing may take up to 5 business days.
  • Estimated Delivery Time: 5-9 business days for domestic orders; 10-20 business days for international orders, depending on destination and customs clearance.
  • No Guaranteed Delivery Dates: All delivery timeframes are estimates only. Piventra does not guarantee delivery by any specific date and is not liable for delays caused by carriers, customs, weather, natural disasters, pandemics, labor disputes, or any other circumstances beyond our reasonable control.

3. Shipping Fees

  • Free Shipping: Available on all orders over $50 USD.
  • Standard Shipping: Orders under $50 incur a flat shipping fee of $4.95.
  • Expedited Shipping: Not currently available. All orders ship via our standard carrier service.

4. Order Tracking

Once your order ships, you will receive a tracking number via email. Tracking information may take 24-48 hours to update in the carrier's system. You are responsible for monitoring your package's delivery status using the tracking information provided.

Important: The tracking number is your primary tool for locating your package. We strongly recommend checking tracking updates regularly, especially as the delivery date approaches.

5. Customs, Duties & Taxes (International Orders)

  • Customer Responsibility: All international orders may be subject to import duties, customs fees, VAT, and other taxes imposed by the destination country. These charges are the sole responsibility of the customer and are not included in your order total.
  • Refusal of Package: If you refuse delivery due to customs fees or import taxes, you will not receive a refund for the purchase price or original shipping costs. Return shipping fees (if applicable) will also be deducted.
  • Delays: Customs processing can significantly delay delivery. Piventra has no control over customs procedures and is not responsible for any delays, seizures, or fees imposed by customs authorities.

We strongly recommend checking with your local customs office before placing an international order to understand potential fees.

6. Delivery Confirmation & "Delivered" Packages

6.1 Carrier Confirmation is Final

Once a package is marked as "Delivered" by the shipping carrier (USPS, UPS, FedEx, DHL, etc.), Piventra considers the order successfully fulfilled. We are not responsible for packages marked as delivered, regardless of whether you physically received them.

6.2 Lost, Stolen, or Missing Packages

  • Your Responsibility: If your tracking shows "Delivered" but you did not receive your package, you must:
    1. Check with neighbors, household members, building management, or mailrooms
    2. Verify the delivery address you provided at checkout
    3. Contact the shipping carrier directly to open an investigation
    4. File a police report if you believe the package was stolen
  • Piventra's Role: We will cooperate with carrier investigations by providing necessary documentation, but we cannot issue refunds or replacements for packages confirmed as delivered by the carrier.

6.3 Incorrect or Incomplete Addresses

You are responsible for providing a complete and accurate shipping address. If your package is:

  • Returned to us due to an incorrect, incomplete, or undeliverable address
  • Delivered to the wrong location due to your error
  • Refused by the recipient

...you will be responsible for:

  • Any return shipping fees charged by the carrier
  • Reshipping fees (current shipping rate + $5 processing fee) if you want the item resent
  • Restocking fees (15% of order value) if applicable

We do not offer refunds for customer address errors.

7. Shipping Delays & Carrier Issues

7.1 Estimated Delivery Times Are Not Guaranteed

Shipping estimates are provided in good faith based on typical carrier performance. However, Piventra does not guarantee delivery within any specific timeframe and is not liable for delays.

7.2 When to Contact Us

If your order has not arrived within 20 business days from the ship date (30 business days for international orders), please contact us at hello@piventra.com with your order number and tracking information. We will work with you to investigate the issue.

7.3 What We Cannot Control

Piventra is not responsible for delays or delivery failures caused by:

  • Carrier errors, misrouting, or lost packages
  • Weather events, natural disasters, or acts of God
  • Customs holds, inspections, or seizures
  • Incorrect addresses provided by the customer
  • Recipient unavailability or failure to retrieve packages from carrier facilities
  • Pandemics, public health emergencies, or government restrictions
  • Labor strikes, carrier capacity issues, or service disruptions

8. Undeliverable Packages & Abandoned Shipments

If a package is returned to us as undeliverable for any reason (incorrect address, refused delivery, unclaimed at carrier facility, etc.), you will be charged:

  • Return shipping costs (if charged by the carrier)
  • A 15% restocking fee
  • Full reshipping costs if you want the package resent

If you do not respond to our outreach within 30 days of a returned package, we reserve the right to consider the order abandoned and will not issue a refund.

9. Safety & Return Policy for Opened Products

9.1 Why We Cannot Accept Returns of Opened Products

Piventra car door handles are safety-critical mobility devices designed to prevent falls and injuries. Once the product packaging has been opened and the device has been used or handled:

  1. Structural Integrity Cannot Be Verified: We cannot confirm whether the product has been subjected to stress, force, or conditions that may have compromised its load-bearing capacity (rated to 400 lbs). Microscopic stress fractures, weakened joints, or material fatigue are not always visible to the naked eye.
  2. Contamination & Hygiene Concerns: The handle comes into direct contact with users' hands and may be exposed to moisture, oils, dirt, and other contaminants. Reselling a used mobility device poses health and hygiene risks.
  3. Liability & User Safety: As a company committed to the safety of our customers, we cannot in good conscience resell a returned product that may have been compromised. If a returned, previously-used handle were to fail during use by a subsequent customer, the consequences could be catastrophic—including serious injury or death.
  4. Industry Standards for Safety Equipment: Just as you cannot return opened car seats, helmets, or medical devices, safety-critical mobility aids fall into the same category. This is standard practice across the mobility aid and durable medical equipment industry.

9.2 Our Return Policy for Unopened Products

  • Unopened products in original, undamaged packaging may be returned within 30 days of delivery for a refund, minus original shipping costs and a 15% restocking fee.
  • Opened products cannot be returned unless the product is defective or damaged upon arrival (see Section 10).

9.3 Proof of Defect Required

If you believe your product is defective, you must contact us before opening the package if possible, or immediately upon discovering the defect. We will require:

  • Photos or video of the defect
  • Description of the issue
  • Proof of purchase

We will determine, at our sole discretion, whether a replacement or refund is warranted.

10. Damaged or Defective Products

10.1 Inspect Upon Delivery

You must inspect your package immediately upon delivery. If the package or product is visibly damaged:

  1. Do not open the product
  2. Take clear photos of the damaged packaging and product (if visible)
  3. Contact us at hello@piventra.com within 48 hours of delivery with photos and your order number

10.2 Defective Products

If your product is defective (manufacturing defect, not user error or misuse), contact us within 7 days of delivery with:

  • Photos/video clearly showing the defect
  • Detailed description of the issue
  • Your order number

We will assess the claim and, if approved, provide a prepaid return label for a replacement or refund.

Note: Normal wear and tear, misuse, or damage caused by improper use is not covered.

11. Refusal of Delivery

If you refuse delivery of your package for any reason other than visible damage:

  • You will not receive a refund for the product or original shipping costs
  • You will be charged for return shipping (if any)
  • A 15% restocking fee will be deducted from any potential refund

12. Order Cancellations

You may cancel your order before it ships by contacting hello@piventra.com. Once an order has shipped, it cannot be cancelled. If you no longer want the product after it ships, standard return policies apply (see Section 9).

13. Changes to This Policy

Piventra reserves the right to update or modify this Shipping Policy at any time without prior notice. Changes will be effective immediately upon posting to our website. Your continued use of our website and placement of orders constitutes acceptance of any changes.

14. Contact Us

For any shipping-related questions, concerns, or issues, please contact us at:

Email: hello@piventra.com
Subject Line: "Shipping Inquiry - [Your Order Number]"

Please include:

  • Your order number
  • Tracking number (if available)
  • Detailed description of your issue
  • Photos (if applicable)

We aim to respond within 2 business days.

15. Limitation of Liability

To the fullest extent permitted by law:

  • Piventra's total liability for any shipping-related claim shall not exceed the purchase price of the product
  • We are not liable for indirect, incidental, consequential, or punitive damages arising from shipping delays, lost packages, or delivery issues
  • We are not responsible for carrier errors, lost packages marked as "delivered," or theft after delivery confirmation

By placing an order, you acknowledge and agree to these terms.