FAQ
Orders
1. Can I order by phone?
1. Can I order by phone?
Orders can only be placed through the online store.
2. Do I need to create an account to place an order?
2. Do I need to create an account to place an order?
No, you don't need an account.
3. Do you also accept orders from outside Romania?
3. Do you also accept orders from outside Romania?
No, for now we only deliver within Romania.
4. Is there a minimum order value?
4. Is there a minimum order value?
No, but for orders over 220 lei, you will benefit from free shipping.
5. Can I order a product that is marked as: unavailable?
5. Can I order a product that is marked as: unavailable?
Products marked as 'unavailable' mean that they are out of stock, but we will always try to replenish the stock with sufficient products.
6. Can I place an order as a legal entity?
6. Can I place an order as a legal entity?
Yes, you can place an order as a legal entity. Additional information (company name and VAT ID) must be entered using the option Use a different billing address in the 'Company (Optional)' field.
7. Can I order a larger quantity of products for a company?
7. Can I order a larger quantity of products for a company?
Yes, in this case, please contact us at shop@viatransilvanica.com and we will get in touch with you as soon as possible.
8. Can I pick up my order from a specific location?
8. Can I pick up my order from a specific location?
Yes, only from the Tășuleasa Social campus, Obcioară St. no. 97, Piatra Fântânele village, Bistrița-Năsăud county, if you choose the "pick up" option.
Shipping payment
1. What are the shipping costs?
1. What are the shipping costs?
Standard shipping rate of 17 lei with Cargus Courier or 15 lei to an Easybox in Romania.
For orders over 220 lei, we offer free shipping in Romania.
International: costs vary depending on the shipping zone
Delivery
1. How can I track my order?
1. How can I track my order?
When your order is ready to be picked up by the courier, you will receive an email containing the AWB number for your order. With this number, you can track the order status by visiting the Cargus or Sameday website.
2. What is the delivery time?
2. What is the delivery time?
Parcel delivery generally takes between 3 and 7 business days. We live in the mountains, far from the city (50 km), so it might take a little longer for it to reach you, but don't worry, even if we get snowed in, we'll still find a way to send it. Also, during public holidays, there might be some delays.
3. When will I receive my order?
3. When will I receive my order?
The courier will notify you via SMS on the morning of the delivery day when they are on their way to you.
Return
1. What should I do if my item was damaged during shipping?
1. What should I do if my item was damaged during shipping?
If one or more of the delivered items are damaged, defective, or have any kind of problem, you can return it and receive a replacement or a refund, at your choice, with shipping costs covered by us.
2. What do I do if I am unhappy with the product and want to return it?
2. What do I do if I am unhappy with the product and want to return it?
If you wish to return one or more products, you have 14 calendar days from the date of order pickup, by following the steps here: Refund Policy.
3. Do I have to pay for return shipping?
3. Do I have to pay for return shipping?
Yes, in case of a return, shipping costs will be borne by the customer. This means you will have to pay for a courier service for us to receive the returned item. It is advisable to choose Cargus or Sameday (to avoid paying extra mileage), and if you wish to send it via another courier, you can send it to our office in Bistrița, from where we will pick it up.
4. Do I receive a confirmation when the return parcel is received?
4. Do I receive a confirmation when the return parcel is received?
Yes, you will receive a credit note via email when we process your refund. The refund only includes the price of the product(s) (we will deduct the initial shipping cost to you, if applicable).
5. How long does it take to get my money back from a return?
5. How long does it take to get my money back from a return?
You will usually receive the money within 30 days from when we physically receive the returned item.
6. What is the return address?
6. What is the return address?
If you choose to ship via Cargus or Sameday, the address is: str. Obcioară nr 97, Piatra Fântânele, Tiha Bârgăului commune, Bistrița-Năsăud county, recipient: Tinutul de Nord SRL.
If you choose another courier, you can send it to their office in Bistrița municipality and we will pick up the package. Recipient: Tinutul de Nord SRL, contact person: Ichim Ștefan, 0751824524.
