Made with Credit Cards
In case of not receiving your order please contact us first to resolve the issue internally without having to contact your bank, we will make every effort to resolve your inconvenience ASAP. We have had problems with the card payment processor in the past, so if we receive a claim from you we will have to put you on the blacklist of customers. Since our account was closed, we have had to implement some security measures to prevent fraud. If you exceed the limit allowed please write us with the cardholder data such as photo of the card and identification so we can send to validate with the card payment processor and enable your purchase, this process may take up to 3 business days.
Orders are usually dispatched from 1-3 working days (Monday – Friday). You should expect a shipping delivery time from 7-21 business days (1-3 weeks) to the United States and most of Europe. Deliveries to Australia and other countries which are farther away from Peru and/or have a slower postal services may take approximately 1 or 2 more weeks to get delivered. Special events such as natural disasters and International holidays should also be taken into account. Important: Since the coronavirus some countires in Europe have been restricted to send parcels, including the UK, Ireland, France, Italy, Norway, the Netherlands and others.
The delivery is handled through the national postal service and is sent by certified mail. This means there is a tracking number available and it is signature required. Please view the shipping rates for all countries here.
The tracking number will be uploaded after shipping and an automatic email* will be sent with the Shipping Details including tracking # and link. *Please check your Spam folder for our emails. Unfortunately, sometimes it goes there and you will not receive any notification about your order. Please find us and put us your safe emailing list by marking it as important for future updates about your order. You will also get an email when the order has been successfully received, is Processing and is Completed.
Please double check your shipping address and name carefully since this is the information we use for shipping. If you want to change your address please contact us before we ship your order.
The products are sent inside a sealed envelope or a small box, depending on the size of your order, it could be sent in 2 or more packages.
Deliveries and Tracking
If it has passed more than 40 working days since your package has been shipped and you still have not received it, please check first with your local national postal service by calling or going to them personally (if you check in their online tracking service you will get the same response as we do). There might be several reasons why it has not been delivered, such as not locating your address or not finding you at the address at the time or just waiting for it to be picked up at the postal office, so please check with them first if it were the case.
Unfortunately, in some countries, the tracking numbers do not get updated.
National Postal Services that do not track parcels from Peru:
- Royal Mail (UK)
- AusPost (Australia)
If your package got retained at Peruvian customs (when there is no further update on the tracking page after package is accepted), than we will re-send it for free. If the package got retained at your country’s border control than we cannot issue you a refund, we can offer to reship it for only the shipping fee of your order and we put in the products. Please do not be alarm, if this ever happens the products will be destroyed or returned to the sender. We will not be held responsable for any border control taxes or interceptions. We must advise that some countries like Canada, Australia and the UK have a very strong border control and thus have a higher possibility to get taken by customs. Please order at your own risk.
We will only issue refunds if you cancel your order before we send it and there is a $7 fee which our card processor applies. If there is any problem with your order such as a wrong item or product than we can issue you store credit or we can reship you a new product for free. We can also issue you a partial refund with the amount of the product, not the shipping fee, in the case that it was returned to us.
In Peru and many Andean countries it is fully legal to purchase and consume the leaves, tea, powders and their sub-products. It is the responsibility of the customer to consult the feasibility and legal aspects of importation with the authorities of their own country. We will not be held responsable for any interceptions made by customs.
Privacy & Security
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