FREQUENT QUESTIONS


MY ACCOUNT - REGISTRATION


Do I need to register to purchase?

Yes. To quote shipping costs to your country you need to sign up. It is not needed to add products to the shoping cart.


PAYMENT


What payment methods do you accept?


VisaMastercardDiners ClubAmerican Express

- Credit Card (orders up to USD $1400): All major credit cards, American Express, Diners, Mastercard or Visa.

IMPORTANT FOR CREDIT CARD PAYMENTS: Due to increasing frauds with online payments, banks and credit card issuers are very strict in the payment approval process. Our suggestion is that after you use the payment form you should inform your bank or credit card company about your purchase with us.

Please read this article for more information.



- International Bank Transfer: for orders of at least USD $500 (smaller amounts only with credit card).


Do you accept Paypal?

No. We'd love to, but Paypal is not an authorized payment method for colombian companies. We accept credit card payments using the services of PayU. We never know the full information of your credit card, only your bank and our payment service provider receive this data.


Can I pay in a currency different than the US dollar?

All prices are shown in american dollars (USD). Online payments are done in USD when you purchase directly in the website. For wholesale, if you wish to pay in another currency we accept Euro (EUR) and British Pound (GBP), please contact us.

To know product prices in other currencies please use these currency converters: www.xe.com or www.oanda.com


Can I pay when delivery is made?

No.


How secure is the online payment?

Credit card online payment is completely secure. We use the services of PayU which won the E-commerce Award LATAM in 2012. We never know the full information of your credit card, only your bank and our payment service provider receive this data. Please read our security recommendations.


MAKING AN ORDER



How do I make a purchase?

It's easy, just add the products/references of your interest to the shopping cart and proceed to checkout.

IMPORTANT. Only registered users can make online purchases, if you are not signed in, your shopping cart will be automatically deleted after some time. For all registered users the shopping cart is saved for your next session.


Do I receive purchase confirmation?

Yes. When payment is done we'll send you an email confirming order total amount and estimated shipping date. If there is a problem with your payment we may contact you.


Taxes and Import

Each country has its own regulations regarding import taxes. If customs in destination country determines that import fees or taxes must be payed, it is your responsability to comply and pay any tax or importation costs. If you refuse, your order and all its contents will be declared abandoned by customs. We will not issue any refund or accept any complains if this happens.


Can I make gifts?

Yes. Delivery address must be in the same country registered for your user account.


Is the shipping insured?

Yes. All shippings have an insurance of 100% of order total.


Can I cancel an order?

After payment is confirmed, you may cancel your order the next business day after payment confirmation.



SHIPPING AND HANDLING


Which companies do you use for shipping?

FedEx

All international shipping is done by FedEx.


How much the shipping cost?

Shipping cost depends on the destination country and total weight (or volume) of your order. To quote shipping proceed to checkout when you are ready to buy .


How much time it takes for delivery?

DISPATCH TIME - ORDER PROCESSING

For retail purchases dispatch time (order processing) is usually 4 - 5 business days (saturdays, sundays and holidays in Colombia do not count) after payment confirmation if the products you purchased are in stock, if not, dispatch time is 5 to 13 business days. We reserve the right to modify the estimated dispatch date, always notifying you.

In the checkout process you will see an estimated shipping / dispatch date range.



IMPORTANT FOR WHOLESALE ORDERS: For wholesale purchases dispatch time varies depending on the products of your order, manufacturing and available stock.

TRANSIT TIME

To order processing time, transit / shipping time is added. Is usually 2 - 3 business days (FedEx International Priority), 3 to 6 business days (FedEx International Economy) or 10 - 15 business days using International Certified Mail.

For USA, shipping time is 2 business days (FedEx International Priority) or 3 to 4 business days (FedEx International Economy).

IMPORTANT: When your order arrives to the destination country it must be cleared in customs, this could cause delays in the normal delivery time. Remember that customs in your country could demand a tax payment or additional importation procedures.

Tiempo de despacho - entrega

Longest dispatch time for retail is shown. Standard dispatch time 4 - 5 business days


Why there are delays for the delivery?


Possible causes:


- The products you purchased are not immediatily available.

- Please be advised, for wholesale orders, dispatch time may depend on manufacturing process.

- Products must be sent from different cities to our shipping office.

- Wrong delivery address. It is obligation of all customers to register an exact, updated and complete delivery address. WE DO NOT SEND TO P.O. BOXES, MILITARY INSTALLATIONS OR SHIPPING FORWARDING SERVICES. IF WE FIND THAT A DELIVERY ADDRESS OF AN ORDER IS TO ANY OF THESE, WE WILL CANCEL IT AND ISSUE A FULL REFUND.

- Delay at customs. Customs in each country are an independent official entity, sometimes customs officers decide to make a physical inspection of your order or apply additional clearance procedures.

- Delivery in rural areas or secondary cities. If we report more than 30 days of transit time (from dispatch date) and your order has not been delivered yet you will receive an email with the following options (does not apply if the delay is for reported customs procedures at the destination country):

Wait: we will do a direct inquiry to the transportation company or courier.

Order cancelation and full refund.


How do I track the shipping of my order?

At payment confirmation you will receive an email notification. When your order is shipped you will receive the tracking number.

All FedEx shippings are fully trackable.


WARRANTIES


What warranties do I have when I make a purchase?

DELIVERY

- All FedEx shippings are fully trackable.

- If we report more than 30 days of transit time (from dispatch date) and your order has not been delivered you will receive an email with the option to wait or request a full refund (does not apply if the delay is for reported customs procedures at the destination country).

- All shippings are insured for 100% of the order total. If all products of an order are definitely not available prior to shipping, we will issue a full refund.

DEFECTIVE PRODUCTS

- All products have a limited quality warranty. Once delivery of your order is made, you may verify it and any claim on product quality must be done maximum 4 days after delivery date and you must send detailed photographs to us.

IMPORTANT: If any product is delivered broken because of bad handling during transport, we will send you a replacement.


How do I request product quality warranty?

Any claim on product quality must reported within 4 days after delivery date and you must send detailed photographs to us by email with a detailed description of the defect. Once we receive your request, we will study and send a replacement for the defective products.


Do you have a return policy?

We do not accept product returns for international orders. If you wish to return a product, shipping cost must be asumed by you and we do not guarantee a refund.


CUSTOMER SUPPORT


How do I contact support?

Please contact us at our email.


Can I receive assistance before purchasing?

Yes, contact us or send an email to contact with any question regarding our products or services.