FREQUENTLY ASKED QUESTIONS
Where is my order?
Please check your email for your shipment tracking number, or log into your VAKAITINA account and view your order details.
VAKAITINA is not responsible for any packages that are lost, stolen, missing, or tampered with. If your package is missing or damaged, please reach out directly to the carrier.
If you added Route insurance at checkout and your order is lost, damaged, or stolen, Route’s support team will help facilitate a replacement or credit. Claims are reviewed and approved within 1-2 business days from submission. To file a claim, click the link in your Route confirmation email or submit a claim through the Route app or claims portal. Claims must be filed within 2 days of delivery, up to a maximum of two weeks.
How long does it take for my order to ship out ?
Orders are handled Monday to Friday, from 9 am to 6 pm PT, excluding federal holidays.
Please allow 2-4 business days for your order to be processed and shipped from our facility. Express orders will start processing on the next business day.
Be aware that delivery times may fluctuate during peak seasons and busy sale events. VAKAITINA cannot be held accountable for any delays by the carrier.
I received my package but there is a fee, why ?
Each country has its own taxes and customs fees, which depend on the product type and order value. Customers are responsible for covering any customs or advancement fees. For any parcels that are rejected or returned to sender, return.
shipping costs will be deducted from your refund. Can i change or cancel an order i just placed ?
We’re sorry, but we’re not able to change or cancel orders after they are placed.
What type of payment do you accept ?
We accept PayPal, Klarna, Mastercard, VISA and American Express. Check out our Payment page for further details.
How do i use promo code ?
If you have an active promo code, simply enter it at checkout.
I got my order and something is wrong, what do i do ?
If your order arrives damaged, defective, or incorrect, please contact us within five days of receiving it. Including photos and your order number will be very helpful!
Email us at Contact@vakaitina.com, and our customer service team will respond promptly.
To report a lost or stolen order, click here. If you insured your order with Route at checkout and it ends up lost, damaged, or stolen, Route’s support team will work to have it replaced or credited. Claims are reviewed within 1-2 business days after submission. To file a claim, use the link in your Route confirmation email, or file a claim on the Route app or claims portal.
Claims must be submitted at least 2 days after delivery and within 15 days of the delivery date.
Please note that VAKAITINA is not liable for any packages that are missing, stolen, lost, or tampered with. For any missing or damaged packages, please contact the carrier or Route Insurance directly.
