Shipping policy

Shipping Policy
Effective Date: December 18, 2024

At Roja Mail, we provide virtual mailbox services that include the option to forward physical mail to your chosen address. This Shipping Policy outlines the terms and conditions for mail forwarding, delivery times, and applicable fees.

1. Mail Forwarding Services

  • Eligibility: Mail forwarding is available to all customers with an active Roja Mail subscription.
  • Requesting Forwarding: Customers can request mail forwarding through their account dashboard.
  • Verified Addresses Only:
    • Mail will only be forwarded to addresses that have been verified by our system.
    • Customers are required to provide proof of address verification (such as government-issued ID or utility bills) during account setup or when updating their forwarding address.
    • Requests to forward mail to unverified addresses will not be processed.
  • Address Accuracy: It is the customer’s responsibility to ensure that the provided shipping address is accurate and complete. Roja Mail is not responsible for delays or non-delivery caused by incorrect or incomplete address details.

2. Shipping Fees

  • Forwarding fees are calculated based on:
    • Mail weight and dimensions
    • Destination address
    • Chosen courier service
  • Customers will be notified of the shipping costs before the mail is dispatched.
  • Additional handling fees may apply for packaging or special requests.
  • Disclaimer: Customers are responsible for any additional charges, such as customs duties, import taxes, or surcharges applied by the courier. Roja Mail is not liable for these charges.

3. Processing Time

  • Forwarding requests are processed within 1-2 business days of receiving confirmation and payment for shipping fees.
  • During busy periods or holidays, processing times may be slightly longer.

4. Delivery Times

Delivery times depend on the courier service and destination. Estimated delivery times are:

  • Spain: 2-4 business days
  • EU Countries: 5-10 business days
  • International: 10-15 business days

These times are estimates and are subject to delays caused by customs, weather, or other unforeseen circumstances.

  • Disclaimer: Roja Mail is not responsible for delays, misdeliveries, or errors caused by the courier or external factors beyond our control.

5. Shipping Carriers

We work with reputable shipping carriers to ensure reliable delivery of your mail. Carriers may include:

  • Correos
  • DHL
  • FedEx
  • UPS

Customers can select their preferred shipping carrier at checkout, where available.

  • Disclaimer: Roja Mail is not responsible for any errors or issues that occur once the mail is handed over to the courier.

6. Tracking Information

  • Tracking information will be provided (if available) once your mail has been dispatched.
  • It is the customer’s responsibility to monitor tracking updates and contact the carrier directly for delivery inquiries.

7. Customs and Import Taxes

For international shipments:

  • Customers are responsible for any customs duties, taxes, or additional fees imposed by the destination country.
  • Disclaimer: Roja Mail is not liable for delays, additional charges, or issues caused by customs clearance procedures.

8. Undeliverable Mail

  • If the mail is returned to us due to incorrect address details or refusal to accept the delivery, we will notify you and offer the following options:

    1. Resend the mail (additional shipping fees apply).
    2. Store the mail temporarily in your virtual mailbox.

  • Disclaimer: Roja Mail is not responsible for non-delivery caused by incorrect or incomplete address information provided by the customer.

  • Unclaimed mail may be discarded after 30 days if no further instructions are received.

9. Shipping Restrictions

  • Certain items, such as hazardous materials, perishables, or prohibited goods, cannot be forwarded.
  • Customers are responsible for ensuring the forwarded mail complies with shipping regulations in the destination country.
  • Disclaimer: Roja Mail is not liable for issues or delays caused by prohibited items or violations of local regulations.

10. Contact Us

If you have questions about your mail forwarding request or this Shipping Policy, please contact us:

We are committed to ensuring your mail is handled efficiently and delivered securely.