Shipping and Delivery

Public holidays directly impact transportation and delivery services. Indeed, in accordance with current regulations, transporters are subject to a ban on heavy goods vehicle circulation during public holidays.

This restriction leads to the following consequences:

• Since transporters cannot circulate, no parcel collection takes place during public holidays. This means that confirmed orders cannot be shipped on these days.
• Similarly, deliveries scheduled for a public holiday are automatically postponed to the next working day, in line with the transporters' schedules.

To avoid delays in your operations, we recommend planning your orders around public holidays. By planning ahead, you can minimize the impact of these interruptions.

Note that on the days following public holidays, the order flow is extremely high. We recommend confirming your orders 3 hours before the cut-off time. This way, we can hand the parcel to the transporter in advance and avoid any delays in delivery.

At UTOPYA, the cut-off plays a crucial role in the processing and shipping of your orders. Here’s everything you need to know about this concept and its impact on your deliveries.

What is the cut-off?

The cut-off is the deadline by which an order must be validated to be shipped the same day. After this time, orders are usually shipped on the next working day.

Specific times for the carrier and the customer

The cut-off depends on two main factors:

1. The carrier chosen: Each carrier has its own time constraints for parcel collection.
2. Your location (postal code): Collection and delivery times may vary depending on your region.

As a result, the cut-off is specific to each customer. This customization ensures that we optimize the processing and delivery of your orders as efficiently as possible.

A priority in the UTOPYA project

At UTOPYA, the concept of cut-off is at the heart of our mission. To offer the latest cut-off in the industry, we have automated our entire order preparation chain. This automation allows us to process your orders up until the last minute, without compromising speed or accuracy in their shipment.

By pushing this limit, we give our customers the ability to order later, enabling them to provide an improved service. This allows them to repair more devices within 24 hours, boosting their efficiency and customer satisfaction.

Where to find the cut-off time?

When you validate your order on our platform, the cut-off time associated with your carrier and postal code is clearly displayed at the time of carrier selection, just before final confirmation. This allows you to plan your orders with peace of mind.

We understand how crucial it is for our professional clients to receive their orders as quickly as possible. That’s why our logistics teams work fully every Saturday of the year, despite the impact this may have on their organization.

We do everything we can to offer you optimal service.

Saturday Shipments: What You Need to Know

• Chronopost: Fast Shipping and Delivery
  Only Chronopost offers a pickup on Saturday evening. Orders validated with this carrier before 5 PM (cut-off time) are shipped the same day. You will thus receive your delivery by Monday morning before 1 PM (excluding any delays from the carrier).

• Other Carriers: Delayed Shipping
  For orders validated with other carriers, they will be shipped on Monday. This is due to the logistical constraints imposed by our transportation partners.

A Strong Commitment to Serve You

Opening and processing orders on Saturday is an extra effort we have chosen to make to meet your expectations. We hope that this service will enhance your satisfaction and allow you to plan your business with even more peace of mind.

Our role is to form partnerships with the best express carriers.

When finalizing your order, all available carriers for your city will be offered to you.

You can then make your choice based on the delivery cost, cut-off time, and estimated delivery times.

List of carriers available on UTOPYA:

• Chronopost
• DPD
• UPS Express
• SEUR
• BRT

How to distinguish between a compliant and non-compliant carrier reservation?

When receiving your package, it is essential to properly state any reservations in case of an issue to ensure coverage by the carrier’s insurance. A non-compliant reservation may result in the inability to obtain a refund in the event of loss or theft.

✅ Compliant and valid reservations

To be accepted by the carrier, a reservation must:

• Be made at the time of delivery and noted on the delivery slip.
• Be precise and detailed: state the exact nature of the damage (broken, scratched, dented product, etc.).
• Mention the reference number of the affected item (do not make a general reservation for multiple parcels).
• Be dated and signed by the receiver.

Examples of compliant reservations:
✔ "Item reference [Number] – screen cracked at the top right corner"
✔ "Damaged box – phone inside with broken back cover"

❌ Non-compliant and invalid reservations

Some reservations are not accepted by carriers and will not entitle you to any compensation. Therefore, avoid using phrases like:

• Too vague or general, such as:
  ❌ "Subject to unpacking"
  ❌ "Pending inspection"
  ❌ "Damaged parcel"
• Unrelated to the content, for example:
  ❌ "Wet package" (unless the contents are moisture-sensitive, such as paper or fabric)
  ❌ "Open box, torn package" without specifying whether the contents are affected

???? Warning: Insurance does not cover absent or non-compliant reservations!

If no compliant reservation is made at the time of delivery, or if it is stated too vaguely, the insurance will not cover any potential loss or theft.

Good practices to adopt

???? Always check the external condition of the package before signing the delivery note.
???? If in doubt, open the package in the presence of the delivery person and immediately note any irregularities precisely.
???? If the carrier refuses inspection before signing, write this on the delivery form.

By following these rules, you increase your chances of receiving a refund in case of any delivery issues. ????✔

When receiving a package, it is essential to take certain precautions to ensure your protection in case of an issue (missing, damaged, or stolen items). Here’s what you need to know to avoid losing your insurance coverage.

Your obligations upon receiving the package

1. Check the condition of the package: Before signing the delivery slip, carefully inspect the overall condition of the package (intact packaging, no tears, etc.).
2. Check the contents:
   • Open the package in the presence of the delivery person, if possible.
   • Make sure all the items listed on the delivery slip are present and in good condition.
3. Make reservations if necessary:
   • If you notice an issue (missing item, damage, or damaged packaging), write clear and detailed reservations on the delivery slip.
   • Example: “Missing item X”, “Torn packaging”.

Consequences of not making reservations

• Loss of recourse: Without reservations, we will not be able to invoke the carrier’s insurance to cover losses or damages.
• Claim denied: Neither UTOPYA nor the carrier will be held responsible if no reservations were made at the time of delivery.

Carrier's obligations

In accordance with current regulations:

• Carrier responsibility: The carrier is required to deliver a package that is compliant and in good condition.
• Obligation to accept reservations: If you express reservations, the carrier must accept and record them.

Our recommendations

• Never sign without checking: Your signature confirms that the package is complete and in good condition.
• Take photos: If you notice an issue, take photos of the package and its contents to support your reservations.
• Report quickly: If a problem is noticed after delivery, notify us within 12 hours with evidence (photos, reservations).

Once your order has been shipped, a tracking number is generated and available in your UTOPYA customer account.

This number is also sent to you by email at the time of shipment and becomes active later in the evening. Use this number to track the delivery of your package directly on the carrier's website.

If you encounter any issues with tracking your package, you can contact the carriers’ customer service directly:

• Chronopost: 09 69 39 13 91

• DPD: 09 70 80 85 66

• UPS: 08 21 23 38 77

For any other questions, our customer support team remains at your disposal.

At UTOPYA, we place great importance on the quality of our carriers. We select the best players in the industry to give you the choice to work with the company that offers you the highest level of service.

It is understood and expected that not all packages can be delivered on time every day by carriers; transport-related delays are unfortunately part of the business.

However, in certain specific cases, shipping costs may be covered directly by UTOPYA. We go beyond the carriers' policies by refunding the shipping fees, because we understand how delays can negatively impact your business.

1. Delivery delay attributable to the carrier

A full or partial refund of shipping fees may be granted only if:

• The delay exceeds 48 business hours after the scheduled delivery date.
• The delay is due to a carrier-related issue.

Exclusions:
The following situations are not considered carrier faults:

• Exceptional weather events.
• Strikes affecting the carrier.
• Issues related to the recipient (incorrect address or absence during delivery).

2. How to request a refund?

If you are eligible for a shipping cost refund:

1. Wait for the package to be delivered, even if it is delayed. We cannot process a refund while the shipment is still in transit.
2. Contact our customer service via email

At UTOPYA, we do everything possible to ensure the completeness of your orders. However, if a product is missing, here is the procedure to quickly resolve this issue.

1. Check if the product has been refunded

Before taking any steps, make sure the missing product has not been refunded at the time of shipment. Although rare, this situation may occur if our teams encountered a problem with the product (breakage, packaging damage, etc.). The refund would then be mentioned on your invoice or in your order notifications.

2. Contact our customer support

If no refund has been issued, it is necessary to verify the preparation of your order. To do so, please contact our support team by email ([email protected]) providing the following information:

• The order number
• The reference of the missing product
• Any observed anomalies: for example, if another item was received instead of the expected product.

3. Quick check and resolution

Once your request is received, our team will check the preparation of your order, usually within the day. If an internal error is confirmed, we commit to refunding the missing product as soon as possible.

At UTOPYA, we take every precaution to ensure the quality of your deliveries. As the sender, we subscribe to insurance that covers damage during transport. However, if you receive a damaged product, here is the procedure to follow for quick and efficient support.

1. Report the issue within 48 hours

Upon receiving your package, if you notice that an item is broken:

• Contact our customer support within 48 hours of delivery.
• Attach a clear photo of the damaged product to your message to help us assess your case.

2. Return the item within 30 days

To proceed with a return:

• The broken item must be returned to us within 30 days of receiving the package.
• Include in the return package:
  • The original invoice
  • The email exchange with our customer support
• Please note that it is not possible to create an RMA via your customer account for this type of issue.

3. Conditions for warranty coverage

For the damaged item to be covered under warranty, it must:

• Be unused: no signs of installation or wear should be visible.
• Be returned in its original, intact packaging.

Why this procedure is important

These steps allow us to efficiently process your request while complying with our shipping insurance requirements. By following this procedure, you help us provide fast and high-quality service.

Feel free to contact our customer support for any questions or further assistance. We are here to help!