Online purchases Frequently Asked Questions
MY ACCOUNT - REGISTRATION
MAKING AN ORDER
ORDER HANDLING & SHIPPING
MY ACCOUNT - REGISTRATION
Yes. To quote shipping costs to your country you need to sign up. It is not needed to add products to the shoping cart. Sign up here.
Outside Colombia we accept:
- Credit Card (orders up to USD $1300): 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.
- International Bank Transfer: for orders of at least USD $500 (smaller amounts only with credit card).
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, it's perfectly safe. 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 for Online Payments.
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 if you wish to pay in one of these.
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.
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.
If you have any questions please contact us.
Categories menu (left), Shopping Cart (center), Superior navigation menu (up)
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.
Each country has its own regulations regarding import taxes. If customs in the 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.
Yes. Delivery address must be in the same country registered for your user account.
Yes. All shippings have an insurance of 100% of order total.
After payment is confirmed, you may cancel your order the next business day after payment confirmation. After one business day, we do not accept order cancellations or refund requests.
All international shipping is done by FedEx or International Certified Mail.
International Certified Mail uses the public postal company of your country (ie. USPS in USA).
All orders of more than 1 pound in weight ship with FedEx.
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.
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.
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) and 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.
Longest dispatch time for retail is shown. Standard dispatch time 4 - 5 business days
At payment confirmation you will receive an email notification. When your order is shipped you will receive the tracking number.
IMPORTANT: All FedEx shippings are fully trackable, we recommend FedEx if you wish to track your order with detail and have full support for delivery. International Certified Mail shippings may not be fully trackable.
- All FedEx shippings are fully trackable. If you want to track your order with detail during shipping, please select FedEx.
- 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. Please read our Terms and Conditions for refund policy.
- 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.
Any claim on product quality must be done in our support form maximum 4 days after delivery date and you must send detailed photographs to us by email with a detailed description of the defect.
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.
Yes, contact us or send an email to with any question regarding our products or services.