Shipping

Who ships

On Orterra the seller is the producer. When an order contains products from several businesses, it splits into as many parcels: each leaves the business that packed it, with its own tracking. On your order page you find the parcels separately, each with its own status.

How long it takes

Each producer declares the working days they need to pack, and that number is written on the product page and in the summary before you pay. The count starts when the payment goes through: someone who declares five days is not late on the second.

For products on pre-order — a harvest still to come — the promised delivery date applies, which you see on the product page and in the order summary.

What it costs

Shipping is calculated per producer and shown in the cart, before you pay, together with the weight and the destination. Some producers offer free shipping above a certain amount: when you are close, the cart tells you.

Where we ship

To Italy and Switzerland. We do not ship elsewhere: the courier we work with and the papers a food needs in order to travel are set up for these two destinations.

For Switzerland the customs papers are prepared together with the label, and prices are shown net of Italian VAT, because it is an export. On arrival, Swiss import VAT, any duties and the courier’s customs clearance fees are yours to pay: before you pay we say so plainly and ask you to confirm you have read it.

If the parcel arrives damaged

Accept it with a written reservation on the courier’s delivery note — just write “accepted with reservation, packaging damaged” before signing — and write to us straight away with a photo. That line on the delivery note is what lets us open a claim with the courier: without it, the courier treats the parcel as delivered intact.

Tracking

Every parcel is trackable. You get an email when it leaves and you can follow it from the order page, which updates by itself at every step of the courier, until delivery.

If the parcel is late

If a producer does not ship within the days they declared, the system notices by itself and reminds them; if more time passes, the case comes to us and we deal with it without you having to write. If you prefer to write anyway: info@orterra.it.

Collection at the farm

It is not offered by the site: Orterra orders travel by courier. If a producer offers you collection, that is an agreement between you and them, outside Orterra — and outside the protections you find on the page Returns and withdrawal.