Frequently Asked Questions
Shipping and Orders
Do you ship internationally?
Yes, VERTA ships worldwide from Krabi, Thailand. Available shipping destinations are listed in the country menu at checkout. If you are unsure whether we ship to your location, contact us at contact@vertavertical.com before placing your order.
Please note: customers who refuse delivery of a parcel are responsible for the original shipping charges, any import fees incurred, and the cost of returning the parcel to us. These costs will be deducted from any order refund once the shipment has been received back at our workshop.
How will I know if my order was processed correctly?
Once your order is confirmed, you will receive a confirmation email containing your delivery address, the products ordered, and the amount paid. Please check this carefully. If there are any errors in your delivery address or order details, contact us at contact@vertavertical.com immediately. We cannot make changes after shipment has been confirmed.
Has my order been shipped?
Once your order has been dispatched, you will receive a confirmation email containing your tracking number. Your parcel is fully traceable on the carrier's website using this number. If your tracking has not updated within a reasonable period after dispatch, contact us and we will follow up with the courier directly.
How long will it take to receive my order?
Orders are typically dispatched within 3 business days of payment confirmation. Delivery times vary by destination. Estimates range from 2-4 business days within Thailand, 3-7 days for Southeast Asia, 5-10 days for Australia and New Zealand, and 7-14 days for Europe and North America. These are estimates only and do not include customs clearance time.
Can I cancel or modify my order?
Contact us at contact@vertavertical.com as soon as possible if you need to change or cancel your order. We can accommodate changes before dispatch. We do not accept cancellations or modifications after shipment has been confirmed.
Are there customs duties or import taxes?
VERTA ships from Thailand. Orders shipped internationally may be subject to customs duties, import taxes, or handling fees upon arrival in the destination country. These charges are outside our control and are the responsibility of the buyer. We recommend checking your country's import regulations before ordering. VERTA will not under-declare shipment values or misrepresent contents on customs documentation.
I have a question not covered here?
Contact us via our contact page or at contact@vertavertical.com. For trade and bulk order enquiries, please include your estimated order volume and destination so we can provide accurate shipping and pricing information.
Returns and refunds
What is your returns policy?
VERTA hardware is manufactured to strict quality standards. If you receive a product that is defective or damaged in transit, contact us at contact@vertavertical.com within 14 days of delivery with a description and photos of the issue. We will arrange a replacement or refund at no cost to you.
We do not accept returns for change of mind. All sales are final unless the product is faulty or incorrectly supplied.
How do I request a refund?
Contact us at contact@vertavertical.com with your order number and details of the issue. Once confirmed, refunds are processed within 7 business days to your original payment method. Return shipping costs for faulty items will be covered by VERTA. Customers are responsible for return shipping costs in all other cases.
What if I received the wrong item?
If you received an incorrect item, contact us immediately at contact@vertavertical.com. We will arrange the correct item to be dispatched and cover all associated shipping costs.