FREQUENTLY ASKED QUESTIONS
WHAT IS YOUR SHIPPING POLICY?
The domestic shipping method is by USPS for domestic and international and DHL for international. Standard shipping packages should arrive within 2-5 days after shipped. Express shipping fare packages should arrive on the next day after shipped. International Shipping fare varies depending on country and weight and packages should arrive between.
Shipping times do not include production times which can take from 2-7 days. A tracking number will be sent to the email address provided by the customer.
*Packages may be delayed due to high demand in holiday season*
IMPORTANT: CARA O SELLO IS NOT RESPONSIBLE FOR ANY LOST, STOLEN, OR DAMAGED PACKAGES BY THE COURIER.* Shipping with insurance option is highly suggested, it is available during checkout.
Insufficient or Incorrect Address
If a package is returned to the sender (CARA O SELLO) due to insufficient or incorrect address, the client is responsible to pay for the second shipping fare. We will contact the client if this happens with an invoice for the shipping cost.
Taxes and Duties
Any applicable taxes and duties are not included in the checkout total and the customer is responsible for any extra duty charges. These are determined by the customs agency in the destination country. The agency will notify the recipient either by mail, phone, or email to pay these charges, so that the shipment can continue to its destination. We have no control over this and are not responsible for any additional fees.
WHAT SHIPPING METHODS DO YOU OFFER?
We offer the best customer service experience. All orders are processed as swiftly as possible and handling times can take up to 3 business days.
United States & Puerto Rico – Only
We offer a wide range of delivery options ranging from USPS 1st Class Mail, Priority and Expedite Delivery.
International orders are processed via our DHL and UPS delivery partners. Different options are available; the details for your delivery will be automatically
shown when checking out.
HOW CAN I UPDATE MY SHIPPING ADDRESS?
If the order was placed less than 24hrs ago you can email us at firstname.lastname@example.org with your updated shipping address.
Kindly note that as our team works hard to get your order dispatched as soon as possible, we are unable to guarantee any changes to your order once it has been submitted, but we will do our best to help you.
WHAT IS YOUR RETURN POLICY?
We have a strict 30 day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you need to book your return/refund/exchange request filling out the Return Order Request form here. Please make sure you include the essential information shown below:
1. Order Reference: ORDER #
2. Return/Refund/Exchange reason: detailed explanation of your request.
3. Contact information
If you have additional questions you can reach us at email@example.com
WHAT IS YOUR EXCHANGE AND REFUND POLICY?
Unfortunately we don't offer product exchanges. The best way to ensure you get what you want is to return the item you have to corresponding return address on the package, and once the return is accepted you will receive a confirmation email stating the status of your refund at which point you can make a separate purchase for the new item.
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Exceptions / non-returnable items
Certain types of products cannot be returned, custom products (such as special orders or personalized items). Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on clearance items or gift cards.
DO YOU OFFER PRODUCT REPAIRS?
(Maximum 1 Per Order)
If your item becomes damaged within 60 days of delivery, you can send it back and we will have it repaired, on us. We are not responsible for any shipping costs regarding the repairs or replacements. In order to process a repair or replacement we need the receipt or your order confirmation and a photo of the damaged good.
To begin the repair process, please contact our Customer Service team via firstname.lastname@example.org
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Email us at email@example.com with your issue and our customer service team will help you as soon as possible. Damaged items need to be returned to us in order to get them repaired or exchanged.
HOW DO I FIND MY ORDER NUMBER?
You will receive an order confirmation email containing all the details of your purchase to the same email address used to make the purchase. (Be sure to check your spam folder as the emails may have redirected there.) You can find your order number located in that confirmation email.
HOW DO I CHECK MY ORDER STATUS?
You will receive updates via email once your order is received, shipped or any other status. You will receive a tracking number for your order once it ships via email.
Can't find what you're looking for?
Send us an email to tell us what’s up and someone from our Customer Service team will get back to you as soon as possible. Be sure to include your order number (if you have one).
Please email us at firstname.lastname@example.org
To get in touch with our wholesale department please reach us at email@example.com