- All orders are dispatched on Wednesdays and Fridays, and Tracking numbers are updated on Mondays and Fridays. Please allow at least 5 Business Days before requesting your tracking number. The dispatch of orders placed on Wednesday and Friday may be delayed until next Wednesday or Friday.
- We offer free shipping via FedEx Ground. Please allow 8-10 business days for your order to arrive. If you have any concerns, please contact support. Please use FedEx online tools for tracking and coordinating the delivery. If you suspect of a delay
- If you haven't received a tracking number by email, make sure you check the SPAM folder, or you may contact support: [email protected], or call: +1 786 600 1348 to find out when your product shipped. Alternatively, you can log in to your account, go to your orders and check the status and contact us by using the contact form in the order. That way you can keep track of the communications related to each order.
- We only ship using our own or our partner's shipping accounts.
Inquiries and Invoices:
- If you need to make accounts receivable inquiries or request copies of your invoice via mail, please contact us to: [email protected]
- Once an individual bag is open, the BOX cannot be returned.
- If you open the box, and after examining the product label you find out it is not correct, you may return it at YOUR expense to the same address included in the shipping label, but you must first contact and coordinate with support.
- If the product you received is not the one you ordered and the one described by NAME in your order, we will take it back, if unopened, and resend the correct product. We will be providing a return shipping label in some cases, and in others, we may also ask you to keep the incorrect item and or donate to charity or friends and not ask for it in order to send you the correct product. For this to happen, you must provide clear pictures of the packaging and the product received, along with any shipping documents including in the packaging. Either option depends on logistics on our side and it is cost-based.
- If the product you received is the one you ordered and you want to return, with unopened items in the box, you may do so at your expense. Reimbursement will be made after we get a respective credit memo from the warehouse. It may take up to 30 days. Please contact support if you need to return your unopened items. A warehouse and inventory re-stocking fee of $30 will be deducted from the reimburse.
Lost or missing Packages Policy:
- If you don't have your tracking number, please contact support prior to placing any claim at PayPal or FedEx.
- If you have your tracking number, please file a claim at FedEx for a missing or lost package first. Then contact support and send any proof of the claim being filed at FedEx.
- Upon receiving a claim for a lost or missing package we will open an investigation and provide an outcome in no more than 8 business days. You may be asked to provide us other information we consider pertinent to the investigation.
- If your tracking number says it was delivered, and FedEx confirms it, meaning the package was stolen from your door, you may as well apply for Papal Buyers protection and file a claim at PayPal for your transaction.