Shipping, Replacement & Return Policy

Global exports managed via DHL Express under DAP (Delivered At Place) terms with real-time tracking. Maritime freight available for larger volumes.

• DHL Express is the primary carrier; DAP terms place duties/taxes with the buyer.
• Maritime (ocean) freight offered for bulk shipments when it optimizes cost.
• We serve startups, established brands, and international distributors across retail and wholesale/bulk channels.

Every shipment follows a documented path and pre-filed customs data.

• Orders depart the Olancho operational center, transfer to DHL Express HQ in San Pedro Sula, and fly out of Aeropuerto Ramon Villeda Morales via DHL courier services.
• Harmonized System (HS) code mapping and electronic customs documentation must be filed inside the DHL carrier portal before tendering freight.

Shipments must meet DHL’s protective and labeling standards before pickup.

1. Use strong, shock-resistant cartons; double-layer packaging for heavy or fragile items.
2. Seal with pressure-sensitive plastic tape (minimum 48 mm) using the H-taping method.
3. Wrap each item with shock-absorbing material (bubble wrap, foam, corrugated).
4. Fill voids with cushioning to prevent shifting (air pillows, kraft paper, clean newsprint).
5. Liquids, creams, or powders: add absorbent barriers to contain leaks.
6. Apply the DHL air waybill label flat on the top panel; do not cover other markings.
7. Keep parcels dry and mark special handling instructions (fragile, this way up, handle with care).
8. Stabilize odd-shaped items so they cannot move internally.
9. Every parcel must pass a shake test—no audible internal movement.

Accurate data and documents keep customs clear and timelines on track.

• Buyer pays duties and taxes under DAP terms.
• Provide precise goods descriptions, HS classification, and proof of value for commercial exports.
• Required customs documents: Commercial Invoice, Air Waybill, Certificate of Origin, and Export License when applicable.
• Incomplete, vague, or inaccurate data can trigger customs delays or seizure.
• Verify destination-specific regulations and prohibited/restricted items against DHL lists before shipping.

Returns accepted within 45 days of the ship date when items arrive resellable.

• Original packaging must be intact; no signs of wear, misuse, or missing components.
• Kits containing consumables: no more than 25% may be used.
• DHL Express must have delivered directly to the customer (match waybill and invoice).

Confirm these fundamentals before authorizing a return or exchange.

1. Customer name, address, phone, email, waybill, and invoice number match the original invoice.
2. Within the 45-day window (exceptions require operations approval).
3. Item inspection passes: no wear, missing components, or misuse damage.
4. For kits, usage is 25% or less.

Keep inventory and customer experience tight when issuing exchanges.

• Submit an exchange authorization before issuing labels.
• Reserve replacement inventory to prevent stockouts.
• Ship exchanges with DHL Express unless the customer upgrades the service.

Replenishment is the default resolution once items pass inspection.

• Refunds require explicit authorization.
• Refund timing follows the original payment channel.

Certain items carry special handling or are not eligible.

• Final sale items are labeled on product pages and receipts; they are not eligible for returns.
• Customized bundles may be returned with a 15% restocking fee.
• International returns must prepay duties; duties are reimbursed via store credit after inspection.