Refund & Returns Policy
Final Sale Policy
All products sold through our platform are considered final sale once the order has entered processing in our system.
Once an order has been shipped, all items are strictly final sale and are not eligible for returns, exchanges, or refunds.
Order Processing & Shipping
Packages are generally dispatched within one (1) week of receipt of payment and are shipped through authorized agents with contractual agreements in Cuba, such as Aerovaradero S.A., Correos de Cuba (EMCI), and Cubapack, with tracking available up to the destination airport.
Once the shipment arrives at the destination airport in Cuba, the authorized agent—working in coordination with customs and/or health authorities—will proceed as follows:
- Deliver the shipment to the designated distribution company for home delivery, or
- If home delivery is not available for the consignee’s address, transfer the shipment to the nearest distribution center in the recipient’s province or municipality.
If the shipment is not released by customs, the cargo terminal will contact the consignee directly to arrange collection at the airport.
These processing and delivery procedures in Cuba are managed entirely by local authorities and cargo terminals and are not determined or guaranteed from the country of origin.
Tracking Information
Regardless of the shipping option selected, customers will receive a tracking link to monitor their shipment online.
Available tracking platforms in Cuba include:
- Aerovaradero S.A. Tracking – Aerovaradero S.A.
- Correos de Cuba (EMCI) – Shipment Tracking System
Shipping Fees & Risk
Shipping fees include handling and transportation costs. Handling fees are fixed, while transportation fees may vary depending on the total weight and volume of the shipment.
All packages are shipped at the customer’s own risk. However, special care is taken to properly package and protect fragile items prior to dispatch.
Delays & Liability
Once an order has been shipped, we are not responsible for delays in processing, customs clearance, or final delivery in Cuba, as these are subject to the procedures and timelines of customs authorities, cargo terminals, and local distribution companies.
Contact Information
For additional information or assistance, customers may contact us through the “Contact Us” form available on our website.
