Delivery Information

All shipping addresses must be submitted in English, no special or accented characters are accepted. More than 98% of orders placed before 3PM local time ship the next business day. Almost all remaining orders ship the following day.

You will receive an email from us if there is an unforeseen delay that may cause your order to arrive later than expected. Please note that all transit times are listed in business days. This excludes Saturdays, Sundays, and most holidays. If your shipment is late and you think there is a problem with the delivery, we encourage you to contact us via email. We will investigate the inquiry and respond in a prompt manner.

Some items in our catalog may not be able to be shipped within the United States or within your State due to brand restrictions. 

Occasionally, USPS will deliver the package to the local post office and then you will receive a notice with which you can recuperate your package there.

Delivery delay

Standard delivery

Once the customer's order has been dispatched, we guarantee a delivery time of 7 to 10 working days.

PLEASE NOTE: Delivery times are indicative and should therefore only be taken into consideration when there are no physical or structural obstacles to delivery, such as an incorrect delivery address or factors beyond our control. (strikes, missed air links, bad weather conditions, among others).

Shipping fees

Shipping costs are calculated automatically by our system, based on the following factors:

• the actual or volumetric weight of the package (whichever is greater);
• the total amount of the order;
• carrier rates which are updated periodically.
• Shipping costs are updated as the customer adds or removes items from their shopping cart. 

Orders returned to sender

When an order is returned to us for reasons that are not attributable to us, or to the service of the carrier, we will refund the amount of the order by deducting the shipping and return costs.

The customer can choose to be reimbursed by the payment method used, or with a reimbursement coupon that can be used for a next order. This coupon will be valid for a period of 12 months, from the date of its creation. After this period, no further reimbursement can be made. In cases where payment was made by bank transfer, the customer must provide the necessary bank details for the refund to be made.

If the cause of the non-delivery and return of the order is the responsibility of the carrier's service, regardless of the payment method chosen, the customer must send us a complaint in writing, which will be submitted for analysis by the service. of the carrier. If the delivery problem is due to an incomplete or incorrect delivery address, we ask for proof of the customer's address to be attached to the complaint (for example a gas, water or electricity bill).

The solution we present to the customer will depend on the response provided by the carrier's service. Therefore, in the event of complaints regarding the carrier's service, we can only present a solution to the customer when the carrier's department has communicated their assessment to us. If the carrier's service accepts full responsibility for returning the package, and if all the products originally ordered are still available, we will offer the customer a replacement order at no additional cost. Instead of receiving a replacement order, the customer can also choose to receive a full refund. If the carrier's service does not take any responsibility, we will not be able to accept the claim, and therefore we will not be able to send a replacement order. The reimbursement will be subject to the terms mentioned above concerning the orders returned for reasons which are not attributable to us, nor to the service of the carrier.

Order cancellation

The customer can cancel his order directly from his account if it has not yet been paid and is not already being processed. If these conditions are met, the customer just has to log into his account, click on “My account”, then on “My orders”. In the “Order history” column, he can then select the order he wishes to cancel and all the information concerning this order will appear in the “Order details” column. At the bottom of this section (it may be necessary to scroll down the screen), the customer can click on "Cancel order". Once the order is canceled, he will receive a confirmation message.

The cancellation of an order is only possible by the procedure described above. Any cancellation request made by any other means will be refused.

Returns

If the customer wishes to return one or more products, he may do so within 14 days of receipt of the order, provided that the products are intact, closed, complete and in the original packaging of the order. The packaging must be intact, without any modification or scratching. The customer must ensure that the returned items arrive at our facilities within 28 days from the date of delivery of the order.

To proceed with a return, the customer must contact our Customer Service, indicating the number of the order in question, as well as the description and reference of the products he wishes to return to us, specifying how the refund must be made. The refund can be made either by the original method of payment or in the form of a valid refund coupon.