Shipping Policy – Otintiko

Shipping Conditions – Otintiko (Buyers)

1. General overview

Otintiko acts as an intermediary platform between buyers, sellers, and partner carriers. We provide a harmonized logistics framework (display of shipping methods at checkout, generation of shipping documents when applicable, tracking, assistance).

  • Otintiko does not ship parcels directly.
  • The seller is responsible for the contents, compliance, and packaging.
  • The carrier is responsible for transportation and handover (delivery or availability for pickup).
  • In case of an incident, Otintiko may coordinate the claim between the buyer, seller, and carrier, if no solution is found.

2. Order and shipping process

2.1 Checkout display (price, carriers, lead times)

  • The shipping price is shown in the checkout at the Shipping method step.
  • Depending on the delivery address, available carriers are offered with their prices and estimated lead times.

2.2 Checkout warnings (areas / constraints)

  • Depending on the address, warning messages may be displayed before payment (restricted area, limited service frequency, access constraints, etc.).
  • By placing the order, the buyer acknowledges having read the information and constraints displayed at checkout.

2.3 Delivery address (accuracy requirement)

The buyer undertakes to provide a complete, accurate, and unambiguous address, as well as any useful information requested during checkout (e.g., directions, landmarks, phone number when required).

If the address is incomplete, incorrect, or insufficiently precise, delivery may be delayed, impossible, or the parcel may be made available at a branch office or returned, according to the carrier’s rules. The consequences of an incorrect address (delay, non-delivery, return, potential costs) remain the responsibility of the buyer or the seller depending on the cause and the applicable framework (carrier / returns policy).

2.4 After payment

  • After payment:
    • the seller is notified to prepare the parcel,
    • the shipping label is generated when applicable,
    • a confirmation email is sent (including the tracking number when available).
  • Tracking can be accessed from the Otintiko account and/or the carrier’s website.

2.5 Shipping fees per store (multi-seller)

Important: shipping fees are calculated and billed separately for each store (E-Benefiko) you purchase from. If your cart contains products from multiple E-Benefikos, you will pay one shipment per seller, since parcels ship from different locations.

Example: 1 coffee from E-Benefiko A + 1 coffee from E-Benefiko B = 2 shipping fees (two separate shipments).

Operational impact: multiple parcels, deliveries may occur on different dates, and each parcel has its own tracking number.

3. Shipping methods

3.1 Click & Collect – Pickup directly from the seller

  • Availability: the day after the order (target).
  • Pickup window: 5 days after the order (unless otherwise stated at checkout).
  • Bring an ID and the invoice (digital or printed).
  • Shipping fee: free.
  • Important: sellers may not have a physical store. Pickup is by appointment only and according to the agreed terms.
  • After 5 days, the order may be cancelled and refund fees may apply.

3.2 Domestic shipping – Correos de Costa Rica EMS (National)

  • Carrier: Correos de Costa Rica (EMS Nacional).
  • Coverage: all of Costa Rica, including exception areas (service twice per month).
  • Collection / drop-off: any order confirmed before midnight is intended to be collected or handed over to the carrier the next day (D+1), provided the seller has marked the order as ready within the operational deadlines.
  • Estimated lead times after collection (indicative):
    • GAM (urban areas): ~24 to ~48 business hours
    • FGAM (outside GAM): up to ~72 business hours
    • Exception areas: service twice per month
  • Door-to-door delivery (hours): between 7:30 and 17:00, on business days.
  • Max weight: up to 30 kg in GAM and cantonal head offices; up to 2 kg in FGAM.
  • Attempts: 2. If unsuccessful, pickup at a branch office (5 business days).
  • Tracking: via the tracking (guía) number on Correos de Costa Rica and/or from the Otintiko account.
  • Rates: calculated automatically at checkout (taxes included according to applicable regulations and billing country).

Correos specific notes: business-day delivery only; no P.O. boxes; service valid within Costa Rica; claim period may be up to 3 months after shipment (according to the carrier’s rules).

Claims / incidents (Correos): in case of loss, damage, delay, or non-delivery, the buyer must contact Otintiko support to open a case. Evidence may be requested (photos of the parcel, packaging, label, product, detailed description, etc.). Otintiko may coordinate the claim with the seller and the carrier, without guaranteeing the outcome (final decision depends on carrier rules and provided evidence).

Recommended (non-contractual) option: reporting any visible damage as soon as possible (ideally within 48 hours) helps open the case.

Useful links: Exception areas & lead times • Offices & branches (see directly on https://correos.go.cr/).

3.3 International shipping – (coming soon)

An international carrier will be offered later. Destinations, lead times, rates, customs conditions, and tracking details will be communicated when the service launches and displayed at checkout.

4. Responsibilities and claims

  • Seller: contents, compliance, preparation, and packaging.
  • Carrier: transportation and handover (delivery or availability for pickup), tracking scans.
  • Otintiko: logistics coordination, checkout information, and support.
  • EMS claims: according to the carrier’s timelines and conditions (e.g., up to 3 months after shipment, as indicative).

5. Proof of delivery and transfer of risk

  • Unless otherwise required by law, delivery is deemed completed on the date and per the event recorded by the carrier (handover to recipient, handover to an authorized third party, or availability at a branch office when applicable).
  • For Click & Collect, handover is deemed completed at the time the order is handed to the buyer (or authorized person) according to the agreed terms.

6. Force majeure

Otintiko cannot be held liable for delays or inability to deliver resulting from a force majeure event or external event (natural disasters, strikes, blockages, administrative decisions, carrier disruptions, etc.).