Delivery Policy

1. Delivery zones and times

Estimated delivery: 6–10 business days from your order, including processing. Orders ship within 24 hours. Tracking is emailed when your order ships.

2. Order processing

• Handling : orders are processed and shipped within 24 hours (business days).
• Delivery time : estimated delivery is 6–10 business days from your order, including processing.
• Weekends and holidays : orders are processed the next business day.

3. Order tracking

Upon shipment of your order, you will receive a confirmation email containing:

• Your package tracking number
• A link to track your delivery in real time
• The carrier name

You can also contact our customer service at any time for information about the status of your delivery.

4. Tracked delivery

We offer tracked shipping on all orders.

• The carrier and tracking link are provided when your order ships.

If your tracking number is missing or does not work, email support@kollavia.com.

5. Receiving your package

When receiving your package, we recommend that you:

1. Check the packaging condition before signing. In case of visible damage, refuse the package or note written reservations on the delivery slip.
2. Open the package and check the contents in the presence of the delivery person if possible.
3. Contact us in case of problems (damaged package, missing item, defective product).

6. Absence during delivery

In case of absence during delivery:

• Check your tracking link for delivery updates and carrier instructions.
• If you need help with a missed delivery, email support@kollavia.com.

7. Lost or damaged package

In case of lost or damaged package during transport:

• Contact us at support@kollavia.com.
• We will investigate and help resolve a damaged parcel.
• A confirmed lost parcel will be reshipped.

8. Delivery address

Please provide a complete and accurate delivery address:

• Recipient's first and last name
• Street number and name
• Postal code and city
• Additional address information if necessary (building, floor, access code)
• Phone number to facilitate delivery

If your delivery address needs correcting, email support@kollavia.com as soon as possible.

9. Contact

For any questions about delivery:

• Email: support@kollavia.com
• Hours: Operating Hours Available: Monday - Saturday 9 am - 5 pm EST