Shipping policy
Shipping & Delivery Policy
Last updated: July 2026
Thank you for shopping with Aventra.
This Shipping & Delivery Policy explains how orders placed through our website are processed, shipped, tracked, and delivered.
Aventra is operated by Ventrix Group LLC.
Nothing in this policy limits or excludes any mandatory consumer rights available under the laws applicable in your country of residence.
For questions regarding shipping or an existing order, please contact:
Email: support@myaventra.com
Customer Account
You can access your customer account to review your order history, view available order details, and manage supported account information through the following portal:
Customer Account Portal:
https://shopify.com/68470603926/account
If you experience any difficulty accessing your account or locating an order, please contact us at support@myaventra.com.
Shipping Destinations
Aventra ships to selected countries and territories across Europe, including destinations within:
- the European Union;
- the European Economic Area;
- the United Kingdom;
- Switzerland;
- and other supported European markets.
The countries currently available for delivery are displayed during checkout.
A country or delivery address is eligible only when it can be selected and a shipping method is displayed at checkout.
Shipping availability may vary depending on:
- the product ordered;
- the delivery destination;
- carrier coverage;
- legal or import restrictions;
- product safety or compliance requirements;
- temporary logistical limitations.
We reserve the right to add, suspend, or remove delivery destinations for future orders.
Order Processing
Orders are generally processed within 1–3 business days after payment has been successfully authorised.
Orders are ordinarily processed from Monday to Friday, excluding weekends and public holidays.
Processing time is separate from the estimated delivery time.
Additional processing time may occasionally be required due to:
- unusually high order volumes;
- payment or fraud-prevention reviews;
- incomplete delivery information;
- product availability;
- public holidays;
- circumstances outside our reasonable control.
Where additional customer information is required, we may contact you using the email address or telephone number provided during checkout.
Order Confirmation
After placing an order, you should receive an order-confirmation email containing relevant purchase information.
Please review your confirmation carefully and contact us promptly if any information is incorrect.
Receiving an automated order acknowledgement does not necessarily mean that the order has been accepted. Order acceptance is governed by our Terms of Service.
Estimated Delivery Time
The estimated delivery timeframe available for your destination will be displayed during checkout and may also be shown on the applicable product page.
Unless a different timeframe is expressly displayed and agreed during checkout, we aim to deliver orders without undue delay and within 30 days after the order is accepted.
Estimated delivery periods:
- begin after order processing;
- are based on business days;
- exclude weekends and public holidays;
- may vary by destination, product, carrier, and shipping method;
- are estimates unless expressly identified as guaranteed.
Where the checkout provides a specific estimated delivery range, that range forms the delivery estimate applicable to your order.
We recommend that you do not arrange installers, appointments, travel, or other commitments that depend on delivery until the order has been received and inspected.
Business Days
For the purposes of this policy, a business day generally means Monday through Friday, excluding public holidays observed in the relevant processing or delivery location.
Public holidays, customs processing, and regional carrier schedules may affect delivery estimates.
Shipping Methods and Charges
Available shipping methods and charges are displayed during checkout before you place the order.
Shipping costs may depend on:
- the delivery country;
- the shipping address;
- product size or weight;
- order value;
- shipping speed;
- carrier availability;
- promotional eligibility.
Depending on the order and destination, we may offer:
- free standard delivery;
- flat-rate delivery;
- expedited or priority delivery;
- promotional shipping offers.
Any applicable shipping charge will be shown before the customer confirms the obligation to pay.
Shopify supports free, flat, and carrier-calculated shipping rates, and countries must be included in an active market and shipping zone to be available at checkout.
Free Shipping Promotions
Aventra may occasionally offer free shipping on eligible orders.
Free-shipping promotions may be subject to:
- a minimum order value;
- selected products;
- selected countries;
- a promotional code;
- a specified promotional period;
- the standard delivery method only.
The conditions of a promotion will be displayed with the applicable offer or during checkout.
A free-shipping promotion does not necessarily provide expedited delivery.
Tracking Your Order
When tracking is available, we will send a shipping-confirmation email containing the tracking number or tracking link after the order has been dispatched.
Tracking information may take up to 72 hours after dispatch to become active in the carrier’s system.
You can also review available order information through your Customer Account:
https://shopify.com/68470603926/account
Some shipments may:
- use more than one carrier;
- receive a local tracking number after arriving in the destination country;
- be divided into multiple packages;
- arrive on different dates.
Where an order is shipped in multiple packages, additional tracking information may be provided separately.
Multiple Packages
Products within the same order may occasionally be shipped separately due to:
- different fulfilment locations;
- product availability;
- package size or weight;
- carrier requirements;
- operational reasons.
You will not be charged additional shipping fees solely because we choose to divide an order into multiple shipments, unless a different arrangement was clearly agreed before purchase.
Please allow the full estimated delivery period for all packages to arrive.
Delivery Delays
We take reasonable steps to deliver orders within the timeframe agreed during checkout.
Delivery may occasionally be affected by circumstances such as:
- severe weather;
- customs inspections;
- transport disruptions;
- carrier network delays;
- public holidays;
- strikes;
- natural disasters;
- border restrictions;
- public emergencies;
- unusually high seasonal demand;
- incomplete or incorrect delivery information.
If we become aware of a material delay, we may contact you with updated information.
Where an order is not delivered within the agreed timeframe, please contact us at support@myaventra.com.
Depending on the circumstances and applicable law, we may:
- provide an updated delivery estimate;
- ask the carrier to investigate;
- arrange a replacement;
- provide an appropriate refund;
- offer another remedy required by applicable consumer law.
Nothing in this section removes any statutory right you may have where delivery is materially delayed or does not take place.
Delivery Within the Agreed Period
Where delivery has not occurred within the agreed timeframe, you may contact us and request delivery within an additional reasonable period.
Where applicable law permits you to terminate the purchase contract because an order has not been delivered, we will provide the corresponding refund without undue delay.
An additional delivery period might not be required where:
- Aventra has refused to deliver;
- delivery by the agreed date was essential and we were informed of that requirement before accepting the order;
- applicable law provides an immediate cancellation right in the relevant circumstances.
Incorrect or Incomplete Shipping Information
Customers are responsible for reviewing and providing accurate delivery information during checkout, including:
- recipient name;
- building or house number;
- street address;
- apartment or unit number;
- city;
- region or county, where applicable;
- postcode;
- country;
- telephone number;
- email address.
Please contact us as soon as possible if you notice an error.
We cannot guarantee that an address can be changed after processing or fulfilment has begun.
If an order cannot be delivered because the customer supplied incorrect or incomplete information, the customer may be responsible for reasonable additional costs directly resulting from the error, where permitted by applicable law.
This may include:
- reshipping costs;
- carrier address-correction fees;
- return-to-sender costs.
We will not charge costs that were caused by Aventra, our fulfilment partners, or the carrier.
Address Changes
Address-change requests must be submitted as soon as possible to:
Please include:
- the order number;
- the original delivery address;
- the requested corrected address;
- the email address used for the order.
Once an order has been processed or dispatched, we may be unable to change or redirect it.
For security reasons, we may request verification before changing delivery details.
Failed Delivery Attempts
The carrier may make one or more delivery attempts or provide instructions for:
- redelivery;
- collection from a local facility;
- collection from a designated pickup point;
- delivery to a safe place, where authorised.
Customers should follow carrier instructions within the specified period.
If an order is returned because it was not collected or because delivery attempts were unsuccessful, please contact us.
Any refund or reshipment will be handled according to:
- the circumstances of the failed delivery;
- reasonable costs incurred;
- our Return & Refund Policy;
- applicable consumer law.
Refused Deliveries
Please contact us before refusing a delivery unless the package is visibly damaged or refusal is reasonably necessary.
A refused shipment may be returned to the sender or fulfilment facility.
Where a customer refuses delivery without a legally valid reason, any refund may be reduced by reasonable return or handling costs directly incurred, but only where permitted by applicable law and properly disclosed.
This does not affect rights relating to:
- damaged products;
- incorrect products;
- defective or unsafe products;
- statutory withdrawal;
- non-conforming goods;
- other mandatory consumer remedies.
Lost Packages
An order may be considered potentially lost when it has not arrived within the expected timeframe and the carrier cannot confirm delivery or continued movement.
If you believe your package has been lost, contact us at:
Please provide:
- your order number;
- your full name;
- the delivery address;
- any relevant tracking information.
We may open an investigation with the carrier or fulfilment partner.
You may be asked to confirm that:
- the package was not received;
- neighbours or household members did not accept it;
- the carrier did not leave it in an authorised safe location;
- the delivery address was correct.
Where a shipment is confirmed lost before delivery, we will provide an appropriate remedy, which may include:
- replacement;
- reshipment;
- refund;
- another remedy required by applicable law.
Packages Marked as Delivered but Not Received
If tracking indicates delivery but you cannot locate the package, please:
- Review the tracking details and delivery photograph, where available.
- Check entrances, reception areas, mailrooms, and authorised safe places.
- Ask household members, neighbours, or building staff whether they accepted it.
- Contact the carrier for additional delivery details.
- Contact Aventra if the package remains missing.
Please notify us promptly so that we can investigate while carrier records remain available.
A tracking status alone does not remove any responsibility that Aventra has under applicable consumer law.
Damaged Packages
Please inspect your order as soon as reasonably possible after delivery.
If the package or product arrives damaged, contact us promptly at:
Please include:
- order number;
- description of the damage;
- photographs of the product;
- photographs of the outer packaging;
- photographs of the shipping label, where reasonably available.
Please retain the product and packaging until we provide instructions, as the carrier may require them during an investigation.
Where damage occurred before delivery, we will provide a remedy in accordance with our Return & Refund Policy and applicable consumer law.
For consumer deliveries in the EU, the trader remains responsible for damage occurring during transport until the customer receives the goods.
Risk of Loss or Damage
For consumer orders, responsibility for accidental loss of or damage to the products generally remains with Aventra until:
- you physically receive the products; or
- a person nominated by you, other than the carrier, physically receives them.
If you independently appoint a carrier that was not offered by Aventra, responsibility may transfer when the goods are handed to that carrier, to the extent permitted by applicable law.
Customs, VAT, Duties and Import Charges
Orders shipped across borders may be subject to:
- import VAT;
- customs duties;
- brokerage or clearance charges;
- local taxes;
- other government-imposed fees.
How these charges are handled depends on the destination, order value, fulfilment route, and information displayed at checkout.
Charges Collected at Checkout
Where applicable duties or taxes are included in the product price or collected during checkout, this will be shown before the order is completed.
Charges Not Collected at Checkout
Where lawful and clearly disclosed before purchase, certain charges may be assessed by customs authorities, the carrier, or another local authority when the order enters the destination country.
The customer may be required to pay those disclosed charges before delivery.
We will not intentionally impose undisclosed mandatory charges.
Shopify can calculate and collect duties and import taxes during checkout, but accurate calculation requires correct product information, including HS codes and country or region of origin.
Customs Clearance
Customs authorities may inspect or temporarily hold an international shipment.
Customs-processing time is outside the normal control of the carrier and Aventra, but we will provide reasonable assistance where information from the sender is required.
Customers may be asked by the carrier or customs authority to provide lawful information needed for import clearance.
We are not responsible for delays caused solely by a customer’s failure to provide legally required import information, but this does not remove any rights that cannot be excluded under applicable law.
Import Restrictions
Customers must ensure that the ordered product can lawfully be imported and used in the delivery country.
We may cancel an order before dispatch if:
- shipping the product would violate applicable law;
- carrier restrictions prevent transport;
- required product compliance cannot be confirmed;
- the delivery destination is not supported.
If we cancel an order before dispatch for one of these reasons, any payment collected for the cancelled product will be refunded to the original payment method.
Undeliverable and Returned-to-Sender Packages
A package may be returned to the sender because of:
- an incorrect or incomplete address;
- unsuccessful delivery attempts;
- failure to collect the package;
- customs restrictions;
- refusal of applicable disclosed import charges;
- carrier operational issues;
- damage during transit.
When a package is returned, we will review the circumstances and contact you where necessary.
Depending on the cause, the available resolution may include:
- reshipment;
- address correction;
- refund;
- deduction of reasonable costs attributable to customer-provided incorrect information, where legally permitted;
- another remedy required by applicable law.
No deduction will be made for costs caused by Aventra, our fulfilment partners, or the selected carrier.
Order Changes and Cancellations
You may request an order change or cancellation before processing or fulfilment has begun.
Requests should be sent promptly to:
We cannot guarantee that an order can be changed or cancelled once it has entered processing or has been dispatched.
Where cancellation before dispatch is no longer possible, you may still have rights under our Return & Refund Policy and applicable consumer-protection law.
Contacting the Shipping Carrier
A carrier may sometimes provide more detailed information regarding:
- the scheduled delivery date;
- delivery attempts;
- pickup locations;
- proof of delivery;
- customs clearance;
- local tracking.
You may contact the carrier directly using your tracking number.
However, contacting the carrier does not prevent you from contacting Aventra, and it does not transfer our legal obligations to the carrier.
Consumer Rights
Nothing in this Shipping & Delivery Policy limits or excludes any statutory rights available under applicable consumer-protection laws.
Where the laws of your country of residence provide additional or stronger protections regarding:
- delivery deadlines;
- damaged goods;
- lost shipments;
- cancellation;
- refunds;
- risk during transit;
those protections will prevail.
Changes to This Policy
We may update this Shipping & Delivery Policy to reflect changes to:
- delivery destinations;
- shipping methods;
- carriers;
- fulfilment operations;
- legal requirements;
- Shopify services;
- customs or tax arrangements.
The updated version will be posted on this page with a revised “Last updated” date.
Changes will generally apply to future orders. The policy and delivery information presented when an existing order was placed will continue to apply to that order, except where a change is required by law or benefits the customer.
Contact Us
For questions regarding shipping, delivery, tracking, customs, or an existing order, please contact:
Aventra
Operated by Ventrix Group LLC
2335 E. Atlantic Blvd, Suite 200
Pompano Beach, FL 33062
United States
Email: support@myaventra.com
Customer Account Portal:
https://shopify.com/68470603926/account