FAQ

You can request insurance for your shipment. The insurance will cover any damage or loss during transit. Please contact our customer service for conditions and costs.

We ensure the security of shipments by taking appropriate protective measures during transportation. We use secure packaging and apply procedures to minimize the risk of damage or loss. Also, we comply with all safety regulations and specific requirements for dangerous goods shipments.

Insurance is an extension of the carrier’s coverage, established by the General Conditions of Carriage, if the following conditions are met, and must be requested when purchasing the shipment:

• Appropriate and adequate packaging for the type of goods being shipped
• Invoice, receipt, or other document proving the value of the goods

The insurance does not cover damage caused by(delays in delivery, circumstances beyond our control, etc.), and provides compensation proportional to the estimated value of the goods up to the maximum amount indicated, as long as the conditions above are met. We recommend, when insuring a package, to previously photograph the inner and outer packaging of the package prior to departure and that the consignee always accepts the subject of verification at the time of delivery.

You can also insure your goods for export shipments worldwide. Use the Economy Quote or send a request to [email protected], specifying the departure and destination zip codes, the dimensions and weight, as well as the details of the content of the shipment and the amount to be insured. One of our experts will prepare a quote for you.

Here is what cannot be insured:

• Food and highly perishable goods
• Prohibited goods according to the General Conditions of Carriage

In the case of international insurance, the application will be processed based on the quotation.

You can also insure your goods for export shipments worldwide. You can also insure your goods for export shipments worldwide. Use the Economy Quote or send a request to [email protected], specifying the departure and destination postal code, the size and weight, the detailed contents of the package and the amount to be insured. One of our experts will prepare a quote for you.

We provide specific packaging to ensure the best protection of your products during transit and storage.

We provide specific packaging to ensure the best protection of your products during transit and storage. We also offer approved packaging to comply with regulations and ensure the safety of your products.

Follow these simple rules to ensure that your goods are adequately protected:

• Use intact cardboard boxes, preferably without labels, proportionate to the size of the goods to be shipped;
• Depending on the nature of the goods and their weight, choose a strong packaging that will protect them;
• When shipping liquids or glass, these should be provided with intermediate packaging such as bubble wrap, polystyrene, cardboard, or special containers designed for fragile goods. Remember that some carriers do not accept liquid shipments, so you should always ask our agents with which carriers it is possible to ship this type of goods;
• In the case of insured goods, we recommend the use of inner, intermediate, and outer packaging to ensure maximum security.

For any other questions, please contact our team of experts, who will help you choose the most suitable packaging for your goods.

Once the collected shipments arrive at the subsidiary, they are managed by the different carriers through a certified and automated procedure by which the weights and measures of the packages are electronically registered. These weights and measures are then transmitted to our systems and, if discrepancies are detected at the time of purchase between the weights and measures indicated and those registered by the carrier, extra charges can be debited directly from the DVA Card. To check which shipments’ weight/volume has been adjusted, you can visit the dedicated section on our website by selecting MENU > ORDER CHECKOUT and clicking on the INFO box corresponding to each order. In case of a surcharge, if there is evidence enough to proceed with a contestation, you can send an e-mail to [email protected] and attach photo evidence (package weighed on a certified scale and measured with a tape measure in all three dimensions).

We accept payment by DVA card (after recharge), or credit/debit card (except American Express).

An invoice is generated for each recharge of your DVA card or each credit/debit card purchase.

You can quickly calculate the cost of your shipments by running a simulation on our website. Therefore, it is important to know the size and weight of the packages to get an accurate rate.

It could be that your session has expired, and your order has not been registered correctly. Please delete your system cache or browser history and log in again. To obtain your waybill, please copy the order reference code you encountered the problem with into our chat. Please note that some orders require additional documentation or a preliminary exhaustive check by the department, so processing times may be longer than usual.

Once the collected shipments arrive at the subsidiary, they are managed by the different carriers through a certified and automated procedure by which the weights and measures of the packages are electronically registered. These weights and measures are then transmitted to our systems and, if discrepancies are detected at the time of purchase between the weights and measures indicated and those registered by the carrier, extra charges can be debited directly from the DVA Card. To check which shipments’ weight/volume has been adjusted, you can visit the dedicated section on our website by selecting MENU > ORDER CHECKOUT and clicking on the INFO box corresponding to each order. In case of a surcharge, if there is evidence enough to proceed with a contestation, you can send an e-mail to [email protected] and attach photo evidence (package weighed on a certified scale and measured with a tape measure in all three dimensions).

Cash on delivery is simply a way of charging the recipient for the contents of the package and/or the shipping costs. If you wish to charge the latter cost as well, you will have to add it to the total amount of the cash on delivery.

Remember: shipping costs must be paid in advance in any case.

When entering the amount, remember that the thousands must be entered without a colon or comma, and the cents after the dot (.) on the numeric keypad. Thus, if the cash on delivery amount is (1,050.53 euros), on our site you will have to type (1,050.53).
It is also possible to request cash on delivery payment by bank check made payable to the sender. In this case, the request must be made through the specialized assistance, which will tell you how to proceed with the order. Please note that this will incur an additional cost, equal to the cost of a domestic document shipment, for sending the check to the address given in the profile.
Checks paid in cash are generally remitted 12 working days after the date of delivery of the shipment, provided there are no outstanding amounts. The remittance will be made to the IBAN indicated in the profile and will always be followed by a notice sent by e-mail with a list of the shipments for which the cash on delivery has been paid.

Our return policy may vary depending on the carrier and the specific conditions. You should consult the return policy on our website or contact our customer service for detailed information.

The time to submit a return depends on the return conditions specified. We recommend that you consult the conditions.

If your shipment has not been handed over to the courier service, you can request the cancellation of the shipment in MY ORDERS section by clicking on ACTIONS -> REQUEST REFUND. The amount will be automatically refunded to your DVA card if the travel documents have not yet been presented, within 24 working hours if the documents are present. To request a refund on the credit/debit card with which the purchase was made, please contact our customer service.

If you have been notified regarding a shipment loss/damage, you can proceed to submit a claim by proceeding directly from the order in question.

Directly from the portal MENU, under MY ORDERS, by selecting the order in question, you can submit a request to proceed with a claim for damage/loss of the shipment by clicking on OPEN CLAIM, available in the option ACTIONS.

Just fill in completely the form, carefully selecting the reason of the claim and attaching all the required documents:

• Declaration (stamped and signed) formally requesting the refund and not expecting other insurance coverage.
• Conditional acceptance statement signed by the carrier and by the consignee upon delivery of the shipment (not mandatory in case of loss).
• Photographs, of both the packaging and the contents, showing the damage suffered to the goods (not mandatory in case of loss).
• Photocopy of the transport document (if applicable).
• Photocopy of the invoice or receipt of sale, purchase, or repair.

Before proceeding with a damage claim, please verify the following conditions are fulfilled:

• Delivery of the package damaged with a justified reservation signed by the addressee at the time of delivery, briefly describing the anomaly found (wet package, punctured, dented, etc.), as this is a basic requirement. If the shipment is insured, you will need to request a damage report completed by the courier at the time of delivery.
• Photographs of the packaging as well as the contents showing the damage.
• It is recommended to have photographs of the product, package, and inner packaging that show the integrity prior to shipment.
• Commercial invoice of sala or purchase, receipt, or other certified proof of the value of the goods.

Make sure you have all of these requirements to proceed with the opening of a claim file. If the above documentation is not presented, it will not be possible to proceed with the carrier.

If you have not found the solution for your needs among our options, our experts can provide you with a customized quotation according to your requirements. You can use the “Economy quotation” function on the screen or send all the necessary data to process it to [email protected]. It will be required: dimensions, weights, number of packages, ZIP code as well as the destination name and description of the goods.

Real weight refers to the true weight of an object, measured in units of mass such as kilograms or pounds. Volumetric weight, on the other hand, takes into account the size and volume of the item, calculating how much space it takes and assigning it a weight based on that volume. This impacts the shipping cost, as the tax is charged on the heaviest between the real weight and the volumetric weight.

When purchasing the shipment, under optional services, you can select the collection and choose the location. The default option is to pick up “At the address of the “registerED USER”, i. e. the address indicated within your profile. If the collection must be taken from the SENDER, i.e., the real order taker, then during the purchase process you must make sure to check the appropriate box “At the address of the SENDER”. If the reservation takes place before 12:00/13:00 hours, in most cases the collection is made on the same day. After that time, the collection is arranged for the next business day. You can check the status of the collection in the MY ORDERS menu section by clicking on ACTIONS –> DETAILS. If the collection was requested at the time of purchase, you will be able to view the reservation code and its status.

If the collection is not made on the scheduled day, contact our support and request a new pickup.

See how to book a pickup by clicking here.

The delivery note is a document that contains a summary of all the shipments assigned to a specific carrier and is the only useful document that proves that your packages have been given to the driver in charge of the collection. You can print it directly from the MY ORDERS section, by selecting the order or orders to be collected by the same carrier and clicking first on the EXPORT button, then on GENERATE DELIVERY NOTE.
Please keep in mind that, in case of missing tracking after 48 hours from pick-up the delivery note is always required by the carrier to open a tracking file. Be sure to provide a copy to our customer service operators when submitting your report.

You can request the package to be collected at another address, different from the sender’s and the registered user’s, by selecting the collection option and specifying the real collection address in the notes of the order. There is no additional cost for this option. Remember that it is your responsibility to inform the sender of the correct application of the waybill on the package and that, without documents, the shipment may not be collected or may suffer delays.

See how to book a pickup by clicking here.

Please contact us with the details of your shipment, including the Safety Data Sheet or Manufacture’s Safety Data Sheet, or send us an e-mail to [email protected] with all the necessary details. Our dangerous goods experts will contact you as soon as possible.

It is important to know the detailed content of the shipment, the address, and the country of destination. If the country is subject to customs, you must attach it to the waybill, the customs documents will be released by our operators.

Check that the data indicated on the AWB is correct, verify the presence of the indicative on the intercom, and contact the addressee to verify the carrier’s response. You can manage the release yourself from our portal or contact us through the customer service channels. Our operators will be happy to assist you, with the best solution.

Here is an illustrative, but not exhaustive, list of prohibited goods:

• Weapons, blades, objects that may endanger one’s own or others’ safety;
• Money, credit cards, valuables objects such as jewelry, gold, and silver watches);
• Tobacco and tobacco products;
• Pieces of art whose value is proven by certificates of authenticity.

Restrictions applied:

• Meat and fish products; highly perishable foods that are not properly packaged;
• Perfumes, essences, or pressurized spays that are highly flammable and prohibited for transport. If you cannot identify if it’s flammable, look at the label or contact us on chat.
• Removable lithium batteries such as contained, for example, in electric scooters.

If you have any doubts, please contact our customer service.

We can estimate the delivery time depending on the type of shipment: for domestic shipments or shipments to Europe with economic products, delivery takes between 24 and 72 working hours. Postal products have an estimated delivery time of 4 to 5 working days. For non-European and intercontinental express shipments, delivery is estimated in 4/5 working days, subject to customs clearance delays. Delivery times are from the day of collection. At the time of purchase, by clicking on the “details” of the carrier, you can check the estimated delivery time of your shipment.

An order appears with anomalies because it does not meet certain requirements. Anomalies can be related to several aspects, here are some examples:

• Poor description of the goods
• Wrong country of destination / wrong ZIP code / address not found
• Surcharges to be paid
• Additional documentation to be completed

Any anomaly is promptly reported by our customer service. As soon as the anomaly is resolved, the order will be processed and moved to “archived/closed” status.

If you have problems with a shipment, it is recommended that you contact our customer service and provide all relevant details. The carrier always requires a detailed description of the contents and packaging in order to open a case.

Our shipping services are adapted to our customers’ needs and budgets. From shipping documents, parcels and pallets to cargo and dangerous goods, temperature controlled, wine or luggage or sports equipment shipments.

This is a surcharge that only applies to DHL when the pro-forma invoice amount is equal or superior to 22 euros, and to countries where customs apply, and do not accept that the word “Pro-forma” appears on the invoice.

UPS applies a surcharge for each item for customs clearance starting with the fifth one listed on the invoice. This surcharge is necessary due to the complexity of customs formalities that must be completed during customs clearance.

DHL applies a surcharge to shipments or imports to countries subject to specific trade restrictions imposed by the UN Security Council or national legislation such as the European Union or the U.S. Office of Foreign Assets Control (OFAC).

DHL applies a surcharge to shipments or imports from a high-risk country caused by contingent states of war, civil unrest, or ongoing threats of terrorism.

With DHL’s Economy service, Switzerland, Norway and Livigno (SO) are subject to a customs clearance surcharge, which must be added to the shipping costs.

Out of Area or Remote Zone is a surcharge applied by carriers for shipments to destinations that are considered remote, isolated, or present potential delivery difficulties. For domestic shipments, the surcharge is visible on the screen. For international shipments, we recommend that you contact our customer service to request a ZIP code or location to be verified.

Please notice that Crono International postal service products are exempt from this type of surcharge.

The out-of-scale surcharge applies with SDA and PDB carriers to all packages that have non-standard shapes, such as circular, pyramidal, or tubular, or that cannot be handled regularly on a conveyor roller and therefore require additional handling. In most cases, the surcharge applies to all packages whose longest side exceeds 170 cm.

For palletized goods, we point out that if the top of the pallet is not flat or a sticker/tape is indicating “FRAGILE” or “NOT STACKABLE”, additional surcharges will apply.

The Prior Notice is a mandatory document that must accompany pharmaceutical and food product shipments to be imported into the United States and must pass through the control of the FDA (Food and Drugs Administration).

The Medical Express is a surcharge that is applied for drugs shipped to countries with customs, except for pressurized bottles or aerosols. It guarantees preferential transit and reduced delivery times.

To track a shipment in real-time, you can use our website on-line tracking service by just entering the tracking number provided.

If you cannot see your package tracking, the main reasons may be:

• The package has not yet been picked up. You will be able to track it after the carrier has picked it up.
• If the package has been picked up by a third party, it may be that the shipper has not enclosed the way-bill, so the package has been shipped carriage paid, or it has been enclosed a way-bill already used for another order. Check if the carrier has given the sender a different shipping number or, if not, please contact us providing the delivery note’ bill.
• If the package was picked up at your store or home, remember that often your shipment’s journey begins at the post office. Wait a couple of hours and you will be able to follow it. After 48 hours, if the shipment is still untracked, please contact us with the tracking number, details of the package, and contents of your shipment.

Absolutely! You can ship wine in Italy to companies and individuals with no need of specific documentation. We also ship wine worldwide, subject to documentation and/or permits required by the destination country. Shipments between companies require an import/export license. For shipments between individuals, please contact our customer service and check what the requirements are.

All over the world! Whether in Italy, in the European Union, or outside the EU, the shipment of wine bottles is guaranteed by DVA.

For shipments abroad, it is recommended to check with our operations department for any restrictions/permits or documentation required by the country of destination.

Of course! Thanks to the simplified procedure, DVA Express will take care of the licenses the destination country requires to import wine.