RTTMALL Shipping Policy

1. Delivery Coverage

• Urban Areas: Full delivery coverage for major cities and towns, including Port of Spain, San Fernando, Chaguanas, Arima, and Point Fortin.
• Remote/Rural Areas: Delivery is available to most rural regions (e.g., parts of Tobago, interior communities), but may require additional processing time or a small remote area surcharge (see Section 2 for details).
• Restricted Zones: We cannot deliver to military bases, private gated communities without access authorization, or addresses with incomplete/incorrect details (e.g., missing street names, no contact person).

2. Shipping Fees & Free Shipping Eligibility

• Remote Area Surcharge: For addresses in hard-to-reach regions (e.g., coastal villages in Tobago, southern interior communities), a surcharge of TT$20–TT$50 will be added to orders under TT$1,000. The exact surcharge is calculated automatically at checkout based on your postal code.
• Fee Exceptions: Heavy or oversized items (e.g., bulk cases of 1.75L rum, large beverage crates) may incur an additional “Heavy Load Fee” of TT$30–TT$80, which is clearly indicated on the product details page and at checkout.

3. Order Processing & Delivery Timelines

3.1 Order Processing Time

• Verifying payment and stock availability (for “in-stock” items; pre-order items have separate timelines noted on product pages).
• Inspecting products for quality (e.g., checking alcohol bottles for leaks, ensuring packaging is intact).
• Preparing shipping labels and coordinating with our logistics partners.

3.2 Delivery Timelines

• Tracking Your Order: After dispatch, you will receive a confirmation email with a tracking number and a link to our logistics partner’s portal. You can also view tracking updates in your RTTMALL account under “My Orders” > “View Logistics”.
• Delays: Delivery may be delayed due to:
  • Public holidays (e.g., Christmas, Emancipation Day) – we will post holiday shipping schedules on our homepage in advance.
  • Severe weather (e.g., hurricanes, heavy rains) or road closures.
  • Incomplete delivery addresses (e.g., missing apartment numbers, unlisted street names) – our courier will attempt to contact you for clarification; failed attempts may result in order return.

4. Packaging Standards

• Alcohol Bottles: Individual bottles are wrapped in shock-absorbent bubble wrap or foam sleeves. Cases (e.g., Carib Beer 275ml ×24, Stag Beer 275ml ×24) are placed in reinforced cardboard boxes with extra padding (e.g., air pillows) to prevent breakage during transit.
• Perishables/Groceries: If your order includes non-alcohol items (e.g., Chubby 250ml drinks, Coca-Cola), we use insulated bags for temperature-sensitive products (where applicable) to maintain freshness.
• Labeling: All packages include a clear shipping label with your full name, delivery address, contact number, and order number. Fragile items are marked with “FRAGILE – HANDLE WITH CARE” stickers to alert couriers.

5. Delivery Requirements & Receipt Guidelines

5.1 Delivery Requirements

• Adult Signature Mandatory: Due to Trinidad and Tobago’s alcohol regulations, all orders containing alcohol require a signature from a person aged 18 or older at delivery. Couriers will ask for valid government-issued ID (e.g., national ID card, driver’s license) to verify age—no ID = no delivery.
• Contact Person: Ensure the phone number provided at checkout is active. Our courier will call/text you 1–2 hours before delivery to confirm your availability. If no one is available to receive the order after 2 delivery attempts, the package will be returned to our warehouse, and you will be notified via email to reschedule or request a refund (minus a 15% restocking fee for alcohol items).

5.2 Receipt Inspection

1. Check Packaging: Ensure the box is not damaged, torn, or wet (signs of potential internal damage).
2. Verify Contents: Confirm the number of items matches your order (e.g., 1 case of Carib Beer = 24 bottles) and that no products are missing.
3. Inspect for Damage: For alcohol, check for leaks, broken bottles, or dented cans. For other items, ensure packaging is intact (no tampering).

• If Issues Are Found: Refuse to sign for the package, take clear photos of the damage/packing slip, and contact our customer service within 24 hours (via phone: 1-800-RTT-MALL or email: [email protected]). We will arrange a replacement or full refund at no cost to you.
• If No Issues Are Found: Sign for the package—this confirms you received the order in good condition, and no further claims for pre-delivery damage will be accepted.

6. Shipping Changes & Cancellations

6.1 Changing Delivery Address

• Before Dispatch: If your order has not been shipped (check status in “My Orders”), you can edit the delivery address by contacting customer service (online chat or email) with your order number. Address changes are free but must be requested at least 24 hours before the scheduled dispatch date.
• After Dispatch: Once the order is with our courier, address changes are no longer possible. If you cannot receive the package at the original address, contact our customer service to arrange a redirect (subject to courier approval and a TT$30 redirect fee) or a return.

6.2 Canceling a Shipped Order

1. Contact customer service immediately to request a “delivery stop”.
2. Refuse to accept the package when the courier arrives.
3. Once the package is returned to our warehouse (usually 3–5 business days), we will inspect the items for damage. A full refund (minus shipping fees) will be issued if products are unopened and in resalable condition.

7. Lost or Missing Packages

1. First, check with household members, neighbors, or building management (couriers may leave packages with a trusted third party if you are unavailable).
2. If the package is still unaccounted for, contact our customer service within 48 hours of the “Delivered” status update, providing your order number and tracking ID.
3. We will investigate with our courier (this may take 3–5 business days). If the package is confirmed lost, we will offer a full refund or free replacement (your choice).

8. Questions & Support

• Online Chat: Log in to your account and click “Online Customer Service” (9:00 AM–6:00 PM TT Time, 7 days a week).
• Email: [email protected] (reply within 24 business hours).
• Phone: 1-800-RTT-MALL (9:00 AM–5:00 PM TT Time, Monday–Friday).