Shipping, Returns & FAQs
Thank you for visiting and shopping at Massa Imports BV. Following are the terms and conditions that constitute our Shipping Policy.
Shipment Processing Time
All orders are processed within 2-3 business days. Orders are not shipped or delivered on weekends or holidays.
If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email.
Shipping Rates & Delivery Estimates
We use DHL for all deliveries in the Netherlands, the European Union and the UK. Shipping costs will be automatically calculated for you in the shopping cart based on the total weight of your order and destination of the package.
Please see DHL’s policies and costs for more information about shipping through DHL.
Delivery delays can occasionally occur.
Shipping to the United States
Our exporter primarily uses UPS to ship to the United States. We can ship food items to all 50 states and territories. Wine can be shipped to 49 states excluding Utah. You must be 21 years of age to order wine from Massa Imports BV. UPS will check your identification upon delivery. If you order wine and are not 21 and your order is returned to Massa Imports BV by the shipper you will NOT be entitled to a refund.
Shipment Confirmation & Order Tracking
You will receive a Shipment Confirmation email once your order has shipped containing your tracking number(s). The tracking number will be active within 24 hours.
Customs, Duties and Taxes
Massa Imports BV is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.). For orders under $200 we do not anticipate any additional tariffs or taxes will be applied upon delivery though.
Massa Imports BV is not liable for any products damaged or lost during shipping. If you received your order damaged, please contact the shipment carrier to file a claim.
Please take the necessary photos and save all packaging materials and damaged goods before filing a claim.
To return your product, email us first prior to shipping any product(s) back to us.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We do not guarantee that we will receive your returned item.
Our policy lasts 30 days. If 30 days have gone by since your purchase, unfortunately we cannot offer you a refund or exchange.
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food and wine cannot be returned.
To complete your return, we require a receipt or proof of purchase.
Please do not send your purchase back to the manufacturer.
There are certain situations where only partial refunds are granted (if applicable)
– Any item not in its original condition, is damaged or missing parts for reasons not due to our error
– Any item that is returned more than 30 days after delivery
Refunds (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or Missing Refunds (if applicable)
If you have not received a refund yet, first check your bank account again.
Then contact your credit card company, it may take some time before your refund is officially posted.
Next contact your bank. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at email@example.com
Sale Items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
If the item was marked as a gift when purchased and shipped directly to you, you will receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Q: I ordered one of the Gift Boxes, however when I received it, there was an item that was in the box that was not listed in the description. It appears that you substituted one item listed for a different item.
A: Yes, that is quite possible. Often when purchasing from small producers, supplies are often limited. And with COVID, production has been reduced and shipping is also difficult in Italy. Therefore, we reserve the right to substitute certain items with an item of equal or greater value. We certainly try to avoid this, but it is necessary at times.
Q: I own a restaurant or grocery store – can I still order products from you?
A: Yes, you can order products at wholesale prices through our e-commerce site. Please register here https://massaimportsbv.com/registration/ as a business and we will research and confirm your account with 48 hours. You can also send an e-mail to firstname.lastname@example.org, and we will answer you within 48 hours.
Q: I am having problems logging in or creating an account, what do I do?
A: Send an e-mail to email@example.com stating your issues. We will solve your problem within 24 hours.
Q: Why does it say I cannot order certain products from your website?
A: Depending on where you are located will determine what you can purchase. For US based clients, we only sell pre-packaged boxes for various items. You cannot choose individual items due to import issues and additional customs/tariffs. As for EU and UK customers, you can order individual items but not the pre-packaged boxes of various items. USA customers can order half-cases (6 bottles) of wine, but not individual bottles. We can sell individual wine bottles within the Netherlands, but we do not sell wine to the UK or the other EU member countries. Obviously, if you have questions about if you can or cannot order a particular item please email us at firstname.lastname@example.org
Q: I am from the US and I want to order a custom selected box of your items, is this possible?
A: Yes, but you will need to email us at email@example.com with your product selections first and we will tell you if it is possible. Be aware that due to US custom laws, we cannot ship wine and food in the same box. Also, if you decide to create your own custom box, shipping charges shall apply. For up to 10kgs / 20lbs shipping to the US will be $100.00.
Q: How can I receive more information about your products?
A: You can receive more information about the products by e-mailing us at firstname.lastname@example.org. We also have a blog that highlights the various producers we work with.
Q: I would like to order a specific product, but I cannot find it on your website. What can I do?
A: We emphasize flexibility, customer happiness and individual service. Send us an e-mail or call us with your special request and we will try to find you your requested product.