Questions

Contact us at hola@viaraiz.com


Order Status

Vía Raíz will process your online order within 24-36 hours if all items are in stock. If an item is sold out, we will contact you via email or telephone.


Shipping

In the United States, we ship via USPS. In order to provide our customers accurate rates, the shipping calculator factors in weight of the purchase, shipping destination, and desired method. If you have another preferred shipping method or any questions regarding shipping, please contact us.

If you would like a quote for international shipping, please email us the destination address and a list of the items you wish to purchase. Please note that you will be responsible for taxes, duties and/or customs charges incurred. Once Vía Raíz has delivered the merchandise to the carrier, you will assume the risk of loss and title for the merchandise.

All items ship within 2-3 days of purchase unless otherwise noted. We cannot guarantee a delivery date, but will do our best to deliver your items as soon as possible. If a rush order is required, please contact us at hola@viaraiz.com to discuss your options.

We pack our boxes with the utmost care and cannot assume responsibility for items once they are in transit. All packages come with a tracking number, which will be provided to you at the point of shipment. We recommend selecting a secure shipping method that includes insurance when ordering breakable items. Should an item be damaged en route to you, we will assist in proceedings with the carrier.


Local Pick-Up

Complimentary local pick-up is available by appointment for Portland, OR residents. Select local pick-up as your preferred shipping method at checkout, then contact hola@viaraiz.com to arrange an appointment.


Returns

Items purchased from Vía Raíz may be returned within 7 days of receipt, provided they are in their original condition. 
 
Vía Raíz must authorize all returns. Send your return request to hola@viaraiz.com with your order number and a list of items you would like to return. Upon receipt of a confirmation email, pack the merchandise in the original package and send pre-paid and insured to:
 
Vía Raíz
Attn. Returns
729 SE Morrison St.
Portland, OR 97214

Upon acceptance of the merchandise for return, we will process your refund in 7 business days, at which time you will be notified by email. Please note: All return shipping fees are non-refundable. 

We recommend mailing your return with tracking and insuring the package. Vía Raíz is not responsible if the returned package is lost or the item damaged in the mail. We will not accept responsibility for lost packages without proof of delivery. 


Refused Shipments

If you refuse a shipment from Vía Raíz, you are responsible for the original shipping charges to you, and the cost of returning the package to Vía Raíz. This amount will be subtracted from your merchandise refund.