This Delivery and Shipping Policy sets out the terms governing the preparation, dispatch and delivery of orders placed through the www.fitbites.com.tr website, operated under the FitBites brand by ALTIN KAPPAK İTHALAT İHRACAT SANAYİ VE TİCARET LİMİTED ŞİRKETİ (the “Company”).

Orders for which payment has been successfully completed and confirmed will enter the preparation process.

Unless a different period is stated on the product page, orders are generally prepared and handed over to the designated courier company within 1–3 business days.

Weekends, public holidays, promotional periods, high order volumes, stock availability or production conditions may affect preparation times. If a significant delay occurs, the customer will be informed using the contact details provided.

Once the order has been handed over to the courier company, tracking information may be sent to the customer by email, SMS or through their member account.

The estimated delivery time within Türkiye for orders handed over to the courier company is generally 1–7 business days, depending on the delivery address and the courier company’s service conditions.

The stated delivery times are estimates and do not constitute a guaranteed delivery date. Public holidays, weather conditions, natural disasters, transportation disruptions, periods of high demand or other circumstances beyond the Company’s control may affect delivery times.

Orders will be delivered within the periods prescribed by applicable legislation. Unless a different delivery period is expressly specified on the product page or in the pre-contractual information, delivery will under no circumstances take longer than 30 days from the order date.

If fulfilment of the order becomes impossible, the customer will be informed within three days of the Company becoming aware of the situation. All payments collected, including delivery charges where applicable, will be refunded using the customer’s original payment method no later than 14 days from the date of notification.

Shipping charges may vary depending on the delivery address, order value, package size, promotional offers and the selected delivery method.

The applicable shipping charge and any other delivery costs will be clearly displayed in the shopping cart or at checkout before the customer confirms the order and assumes an obligation to pay.

Free-shipping promotions may be subject to a minimum order value, specific products, delivery regions or promotional periods. The applicable free-shipping conditions will be stated in the relevant promotional announcement or at checkout.

Orders are shipped to addresses within Türkiye for which a delivery option is available at checkout.

Delivery may take longer in areas where the courier company provides limited or no door-to-door service, or the order may need to be collected from the nearest courier branch. If such a situation is identified in advance, the customer will be informed.

Our Company currently does not offer international delivery. If international delivery becomes available in the future, the delivery regions, estimated delivery times, shipping charges, customs duties and any other potential costs will be disclosed separately before the order is placed.

The customer is responsible for ensuring that the full name, telephone number and delivery address provided when placing the order are accurate, current and complete.

To request a change of address before the order is dispatched, the customer may contact our Company as soon as possible at info@fitbites.com.tr. Once the order has been handed over to the courier company, an address change cannot be guaranteed.

If an order is returned to the Company because the customer provided incorrect or incomplete address details, could not be reached, or refused delivery without a valid reason, the customer may be charged any reasonable and documented additional shipping costs incurred for resending the order.

The customer will not be charged any additional shipping costs for delivery issues caused by the Company or the courier company. The consumer’s rights under the applicable legislation remain reserved.

Customers are advised to inspect the exterior of the shipping package upon delivery. If the package is crushed, torn, opened, wet or visibly damaged, the customer should, where possible, ask the courier to prepare a damage assessment report before accepting the delivery.

If a product is delivered damaged, incomplete, spoiled, with opened packaging or different from the product ordered, the customer may send the following information to info@fitbites.com.tr as soon as possible:

• Order number,
• Full name,
• A brief description of the issue,
• Photographs of the product and the outer shipping package,
• The courier’s damage assessment report, if available.

The absence of a damage assessment report does not, in itself, affect the consumer’s statutory rights.

Once the claim has been reviewed, the customer will be offered the appropriate remedy—product replacement, reshipment of the missing product or a refund—in accordance with the customer’s request and the applicable legislation. The customer will not be charged any additional shipping costs for errors caused by the Company or the courier company.

Under the applicable legislation, the Company is responsible for any loss or damage occurring until the order is delivered to the customer or to a third party designated by the customer.

If the customer is unavailable at the delivery address, the courier company may attempt delivery again or hold the package at a courier branch for a specified period.

Orders that are not collected within the period specified by the courier company may be returned to the Company.

If the customer requests the reshipment of an order returned because they provided an incorrect or incomplete address, could not be reached, or refused delivery without a valid reason, the customer may be charged any reasonable and documented additional shipping costs incurred.

If the order cannot be delivered due to circumstances caused by the Company or the courier company, the customer will not be charged any additional shipping costs.

The condition of the returned product will be inspected with due consideration given to food safety and storage requirements. Reshipment, cancellation and refund procedures will be carried out in accordance with the applicable legislation and the Return and Cancellation Policy.

Adverse weather conditions, natural disasters, epidemics, transport disruptions, courier company congestion, decisions by public authorities, technical failures or other circumstances beyond the Company’s reasonable control may cause delivery delays.

In such cases, the customer will be informed to the extent reasonably possible, and the necessary follow-up will be carried out to ensure that the order is delivered as soon as possible.

Any delay or force majeure event does not affect the consumer’s statutory rights regarding delivery, termination of the contract or a refund.

Our Company may update this policy to reflect changes concerning courier companies, service conditions or applicable legislation. The current version of the policy and its latest update date will be published on www.fitbites.com.tr.

For questions regarding orders and delivery:

ALTIN KAPPAK İTHALAT İHRACAT SANAYİ VE TİCARET LİMİTED ŞİRKETİ

Email: info@fitbites.com.tr
Address: Akşemsettin Mahallesi, Sangüzel Caddesi No: 105, 34080 Fatih/İstanbul, Türkiye