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Delivery & Returns Conditions – Otintiko

1. General overview

Otintiko acts as an intermediary platform between buyers, sellers, and partner carriers. We provide a unified logistics framework (delivery options displayed at checkout, shipping document generation when applicable, tracking, and support).

Otintiko does not deliver parcels directly.
The seller is responsible for the contents, compliance, and packaging.
The carrier is responsible for transport and handover (home delivery or making the parcel available 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 & shipping process

2.1 Checkout display (prices, carriers, estimated timelines)

The delivery price is displayed in the checkout at the Shipping method step.
Depending on the delivery address, available carriers are shown with their rates and estimated timelines.

2.2 Checkout notices (zones / constraints)

Depending on the address, notices may be displayed before payment (restricted area, lower service frequency, access constraints, etc.).
By confirming the order, the buyer acknowledges having read the information and constraints displayed at checkout.

2.3 Delivery address (accuracy requirement)

The buyer agrees 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 not precise enough, 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 / return policy).

2.4 After payment

After payment:
- the seller is notified to prepare the parcel,
- a shipping label is generated when applicable,
- a confirmation email is sent (including the tracking number when available).
Tracking can be viewed from the Otintiko account and/or on 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-Benefiko, you will pay one shipping fee per seller, because 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 tracking is separate per parcel.

3. Delivery 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).
Please present a valid ID and the invoice (digital or printed).
Delivery cost: free.
Important: sellers do not necessarily have a physical shop. Pickup is by appointment only and under the agreed terms.
After 5 days, the order may be cancelled and refund fees may apply.

3.2 Domestic delivery – EMS Correos de Costa Rica

Carrier: Correos de Costa Rica (EMS Nacional).
Coverage: all Costa Rica, including exception zones (deliveries twice per month).
Pickup / handover to carrier: any order confirmed before midnight is intended to be picked up or handed to the carrier the next day (D+1), provided the seller marked the order as ready within operational timelines.
Estimated timelines after pickup (indicative):
- GAM (urban areas): ~24–48 business hours
- FGAM (outside GAM): up to ~72 business hours
- Exception zones: delivery 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 cabeceras de cantón; up to 2 kg in FGAM.
Attempts: 2. If delivery fails, pickup at a branch office (5 business days).
Tracking: via the 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: deliveries on business days only; no PO boxes; service valid in Costa Rica; claim period may be up to 3 months after shipment (per carrier rules).

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

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

Useful links: Exception zones and timelines • Offices and branches (see directly on https://correos.go.cr/).

3.3 International delivery – (coming soon)

An international carrier will be offered later. Destinations, timelines, rates, customs conditions and tracking options will be communicated when the service becomes available and displayed at checkout.

4. Returns & refunds

4.1 General conditions

Otintiko offers a structured commercial returns program. Exact conditions (deadlines, eligible products, accepted reasons, and required evidence) are provided in the Returns section of the website and/or during the request process.
Return policies become applicable from the order status “Payment accepted”. From that status, the buyer has 10 calendar days to request store credit and 7 calendar days to request a refund. Any request submitted after the applicable deadline may be refused.
The buyer must initiate the return request from their Otintiko account (when available) and provide the requested information and/or evidence.
Refunds, when applicable, are issued exclusively by Otintiko (never directly by the seller), to the original payment method or as store credit when applicable.

4.2 Returns with Correos (Costa Rica) – Drop-off at a branch

Branch drop-off required: for returns of orders shipped with Correos, the parcel must be dropped off at a Correos branch office. No home pickup is offered for standard returns.
No dedicated return label: a return is handled as a new shipment and generates a new guía number (new tracking).
Return billing: the return is billed like a standard shipment, according to the carrier’s rules.

4.3 When is the return free?

The return can be free for the buyer only if Otintiko explicitly approves it (for example: seller fault and a full return of the order).

In that case, the buyer receives an authorization document by email (e.g., PDF) including:
- the order reference,
- the list of products approved for return,
- instructions for branch drop-off.
In parallel, Otintiko provides an operational authorization to the carrier so the branch office can charge the return to Otintiko’s account/balance.

4.4 If there is no authorization

If the buyer does not receive the authorization document, or if the authorization is not available at the time of drop-off, the branch office may charge the return directly to the buyer.
In that case, the return is not considered “free” and the buyer bears the cost, unless Otintiko decides otherwise through support.

4.5 Tracking (traceability)

Shipment tracking is provided by the carrier via the guía number.
For returns, since it is a new shipment, a new guía number may exist and becomes the tracking reference for the return.

5. Responsibilities & claims

Seller: contents, compliance, preparation and packaging.
Carrier: transport and handover (delivery or pickup availability), tracking scans.
Otintiko: logistics coordination, checkout information and support.
EMS claims: according to carrier deadlines and conditions (e.g., up to 3 months after shipment, indicative).

6. Proof of delivery & transfer of risk

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

7. Force majeure

Otintiko cannot be held liable for delays or inability to deliver caused by force majeure or external events (natural disasters, strikes, blockades, administrative decisions, carrier disruptions, etc.).