Shipping & Delivery

Orders placed before 16:00 on business days leave our warehouse that same afternoon; orders received after that time, on weekends, or on public holidays are dispatched the following working day. You will receive an initial email notification with your order details and another with the tracking code once the parcel is on its way.

• Check the dispatch confirmation message or email and click the tracking link.
• Go to the tracking section on our website and enter your order reference.
• Tracking updates appear once the courier scans the shipping label, which usually happens within 24 hours of collection.
• Routing progress will update at each transit stop until the parcel reaches you.

Delivery times are calculated in business days from package dispatch and represent a realistic estimate. Deliveries to remote or rural areas may take an extra 1-2 days.

Free standard shipping on orders over $180000 in Colombia; shipments below this amount incur a fee of $12500. The exact shipping cost for your delivery address is clearly detailed on the checkout screen before you complete your purchase.

For deliveries outside Colombia, shipping rates and estimated delivery times are specified during checkout. Customs duties and taxes depend on the destination country's regulations and remain the responsibility of the buyer. Refusing a package at customs will be handled under standard return terms.

6.1 Damaged

Inspect your order as soon as you receive it from the courier. If you notice dents on the box or product damage, take clear photos and contact [email protected] within 48 hours. We will arrange a replacement at no extra charge or issue a refund, without requiring you to return the damaged container unless requested.

6.2 Lost

If courier tracking stops updating for 5 business days, notify us with your order number. We will file a formal claim with the carrier and, depending on your choice, send a replacement or issue a full refund within 10 business days of recording the issue.

6.3 Package marked as delivered but not received

First, check with household members, building neighbors, or your local delivery office; if nobody has it, write to us within 3 days of the recorded delivery date. We will open a claim with the courier and keep you informed throughout the process.

Contact us at [email protected] or by phone at +57 319 745 7762 during Mon-Fri 09:30 - 17:30, Sat 10:00 - 14:15, break 12:15 - 12:45. We answer every message within one business day.