Shipping policy
Last updated: June 26, 2026
1. Coverage
Retrovi Store ships to the countries and regions enabled during checkout.
Availability depends on carrier coverage, destination-country restrictions, access to the delivery address, customs regulations, and limitations related to batteries or electronic products.
We currently do not ship to Venezuela because of logistics, coverage, and tracking limitations.
Availability and the applicable shipping rate for each destination will be confirmed at checkout before payment.
2. Order processing
After payment is confirmed, the order will normally require one to three business days for processing.
During this period, payment may be validated, delivery information confirmed, the order prepared, the shipping label generated, and dispatch coordinated. Weekends and holidays do not count as processing business days.
3. Estimated delivery times in Colombia
Major cities: 6 to 12 business days.
Rural or difficult-to-access areas: 6 to 18 business days.
The exact time may vary depending on coverage, carrier, season, and location.
4. Estimated international delivery times
International shipments may normally take 6 to 14 calendar days after dispatch But if you are from one of the selected countries, shipping will be much faster.
The specific estimate may be shown during checkout, on the product page, or in the order confirmation. Customs controls may cause delays outside Retrovi Store's direct control.
If the order exceeds the time stated and accepted by the customer, the customer may contact Retrovi Store to request an investigation and the applicable solutions.
5. Shipping rates and free-shipping destinations
Retrovi Store offers free standard shipping to the following selected destinations:
United States, Colombia and Europe: Germany, Austria, Bulgaria, Czechia, Cyprus, Croatia, Denmark, Slovakia, Slovenia, Spain, the United States, Estonia, Finland, France, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Norway, the Netherlands, Poland, Portugal, the United Kingdom, Romania, Sweden, and Switzerland.
Latin America: Argentina, Brazil, Chile, Costa Rica, Ecuador, Guatemala, Mexico, Panama, Peru, the Dominican Republic, and Uruguay.
Other selected destinations: Andorra, Australia, Canada, South Korea, Japan, New Zealand, and Singapore. (Note: Currently 49 countries with the Premium shipping promotion)
All other enabled international destinations have a flat shipping rate of USD 24 per order, or its equivalent displayed in the currency available at checkout.
The list of free-shipping destinations is reviewed and updated periodically according to carrier coverage and actual shipping costs. Destinations may be added, removed, or modified in the future. The shipping rate displayed at checkout before the purchase is completed will always be the rate applicable to the order.
Free shipping applies to the Premium service, while the international rate applies to the Standard service; neither automatically includes taxes, duties, or import charges levied by authorities or carriers in the destination country.
6. Tracking
When the order is dispatched, the customer will receive, when available, a tracking number, tracking link, and carrier name.
The information may be sent by email, WhatsApp, or displayed on the store's tracking page. Tracking may take several days to show movement after dispatch.
7. Delivery address
The customer must provide full name, country, city, address, neighborhood or area, house, apartment or unit number, postal code when applicable, and a contact telephone number.
Retrovi Store will attempt to correct an address while the order has not been dispatched, but cannot guarantee changes after that stage.
8. Incorrect address or failed delivery
When a package is returned exclusively because of an incorrect address, incomplete information, unjustified refusal, repeated recipient absence, or failure to respond to the carrier, the customer may request reshipment and must pay the actual corresponding costs.
No fixed administrative penalty will be charged.
9. Customs and taxes
International orders may be subject to taxes, duties, customs fees, handling charges, or import requirements.
These charges are the buyer's responsibility when collected directly by authorities or carriers in the destination country, unless checkout expressly states that they are included.
Refusing a package because customs charges were not paid may generate actual return costs.
10. Damaged packages
When a package arrives open, wet, crushed, or visibly damaged, we recommend:
1. Take photographs before opening it.
2. Keep the packaging.
3. Photograph or record the opening.
4. Check the product and accessories.
5. Contact Retrovi Store.
Reporting the damage within the first 48 hours makes the investigation easier, but does not automatically eliminate the customer's legal rights.
11. Order not received
If tracking shows an anomaly or the order exceeds the stated delivery period, the customer must contact Retrovi Store.
Retrovi Store may open an investigation, request address confirmation, contact the carrier, provide a new delivery estimate, replace the product, or process a refund when appropriate.
12. Product unavailable
If the product becomes unavailable after purchase, Retrovi Store will inform the customer.
The customer may accept a new date, accept an equivalent alternative, or cancel the order and receive the corresponding refund.
13. High-demand periods
Delays may occur during Christmas, Black Friday, sports events, promotional campaigns, or other high-demand periods.
When there is a material change in the stated delivery time, Retrovi Store will communicate the situation and provide the applicable options.
14. Shipping contact
Retrovi Store
WhatsApp: +57 314 593 1611
Correo electrónico: contact@retrovi.shop
