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SHIPPING POLICY

Last Updated: March 4, 2026

1. Introduction

This Shipping Policy governs the conditions applicable to the preparation, dispatch, transportation, and delivery of products sold by OTIWAY SRL ("OTIWAY," "we," "us," "our," or the "Company").

By placing an order through our official channels, the customer agrees to the terms set forth in this Policy.

2. Shipping Coverage

OTIWAY ships within the Dominican Republic and to international destinations where our products may be legally sold and delivered.

Shipping availability depends on:

  • Customer location.

  • Product availability.

  • Import restrictions in the destination country.

  • Operational capacity of logistics providers.

We reserve the right to restrict or suspend shipments to certain locations when necessary for legal, regulatory, or logistical reasons.

3. Free Shipping

OTIWAY offers free shipping on eligible orders through BM Cargo and/or logistics providers selected by OTIWAY.

Free shipping is subject to:

  • Geographic availability.

  • Carrier restrictions.

  • Operational availability.

  • Weight, volume, and dimensional requirements.

  • Active promotional campaigns.

OTIWAY may modify, suspend, or discontinue the free shipping benefit at any time without affecting orders that have already been confirmed.

4. Order Processing

Orders will be processed once:

  • Payment has been confirmed.

  • Any required security verification has been completed.

  • The requested product is available.

Preparation times may vary depending on:

  • Inventory availability.

  • Order volume.

  • Seasonal demand.

  • Public holidays.

  • Extraordinary operational circumstances.

5. Delivery Times

Delivery times are estimates only and may vary depending on:

  • Destination country or region.

  • Customs procedures.

  • Carrier operations.

  • Weather conditions.

  • Force majeure events.

Any delivery dates provided by OTIWAY or the carrier are estimates only and do not constitute a contractual guarantee.

OTIWAY shall not be liable for delays caused by third parties or circumstances beyond its reasonable control.

6. Customs, Taxes, and Duties

For international shipments:

  • Customers are responsible for verifying their country's import requirements.

  • Taxes, customs duties, import fees, and other governmental charges may be the sole responsibility of the recipient unless expressly stated otherwise.

  • Free shipping does not include import taxes, customs duties, clearance fees, or any other charges imposed by governmental authorities.

OTIWAY does not control customs authorities' decisions and does not guarantee that all products may be imported into all jurisdictions.

7. Delivery Address

Customers are responsible for providing accurate and up-to-date delivery information.

OTIWAY shall not be responsible for delays, returns, or losses resulting from:

  • Incorrect addresses.

  • Incomplete information.

  • Incorrect contact details.

  • Inability to locate the recipient.

Any costs associated with reshipment may be charged to the customer.

8. Order Tracking

When available, OTIWAY will provide tracking information so customers can monitor the status of their shipments.

Tracking information is managed by the applicable logistics provider and may be subject to update delays.

9. Lost or Damaged Products

If an order arrives damaged or with missing items, the customer must notify OTIWAY within forty-eight (48) hours of delivery.

The notification must include:

  • Order number.

  • Photographs of the product and packaging.

  • Detailed description of the issue.

OTIWAY will evaluate each case individually and determine the appropriate resolution in accordance with applicable law and internal policies.

10. Failed Deliveries

A delivery may be considered unsuccessful when:

  • The recipient is unavailable.

  • The provided address is incorrect.

  • Access restrictions prevent delivery.

  • The package is refused by the recipient.

  • Governmental or customs authorities prevent delivery.

In such cases, the order may be returned to the sender, retained by the carrier, or handled in accordance with the logistics provider's applicable policies.

11. Limitation of Liability

Although OTIWAY offers free shipping, it does not directly control transportation services performed by third-party carriers.

Therefore, OTIWAY shall not be liable for:

  • Carrier-related delays.

  • Customs holds or inspections.

  • Logistics disruptions.

  • Weather-related events.

  • Government actions.

  • Force majeure circumstances.

Nothing in this Policy shall limit any mandatory consumer rights provided under applicable law.

12. Force Majeure

OTIWAY shall not be liable for delays or failures resulting from circumstances beyond its reasonable control, including:

  • Hurricanes.

  • Floods.

  • Earthquakes.

  • Fires.

  • Pandemics.

  • Labor disputes.

  • Government restrictions.

  • Customs issues.

  • Technological failures.

  • Transportation disruptions.

13. International Customers

OTIWAY operates from the Dominican Republic and ships internationally whenever possible.

Customers are responsible for complying with all laws and regulations applicable in their respective jurisdictions.

OTIWAY does not guarantee the availability of all products in all countries.

14. Changes to This Policy

OTIWAY may update this Shipping Policy at any time to reflect operational, commercial, technological, or legal changes.

Any modifications shall become effective upon publication through our official channels.

15. Governing Law

This Shipping Policy shall be governed by and interpreted in accordance with the laws of the Dominican Republic.

Nothing in this Policy shall limit any mandatory consumer protection rights that may apply under the laws of other jurisdictions.