Common questions. If yours isn't listed, please write to us on WhatsApp or through our contact page.
Orders and payment
What payment methods do you accept?
Currently, we only accept SINPE Móvil. At checkout, we provide the exact number and amount to transfer. We will soon enable credit and debit cards.
How do I know my payment has been processed?
Once you send us the proof of payment via WhatsApp and we verify the amount, we will confirm it through the same channel and by email. From there, we prepare your order for dispatch.
Can I modify my order after paying for it?
If it hasn't left the warehouse, yes. Write to us on WhatsApp as soon as possible with your order number, and we'll help you.
Shipping
How long does it take for my order to arrive?
- GAM: 48 business hours from dispatch.
- Outside GAM: 3 to 5 business days.
Do you offer free shipping?
Not yet. We are working to offer it on large purchases soon.
Can I pick up my order?
Currently, we do not have a pick-up point. All orders are delivered by messenger service. [TODO: confirm if this changes]
Products
Are the products original?
Yes. We only work with authentic products. If you ever receive a product that you believe is not original, contact us immediately — we take it very seriously.
Do you have stock of everything shown on the site?
Yes. Products in stock can be added to the cart; out-of-stock items are clearly marked. Some pre-sale products have an estimated arrival date in their description.
Do you accept special or custom orders?
Yes, but they must be coordinated on a case-by-case basis. Write to us on WhatsApp with the reference of the product you are looking for, and we will give you an estimated time and price.
Returns
Can I return a product?
Yes, within 30 days of delivery. Please review our returns policy for details.
Who pays for return shipping?
If the product is damaged or not what you ordered, we cover the cost. If you simply changed your mind, the customer pays.
Account and support
Do I need an account to purchase?
It's not mandatory, but we recommend creating one. This way you can view the status of your orders, save addresses, and access them quickly for future purchases.
How long does it take for you to respond?
- WhatsApp: 1 to 2 hours maximum during business hours.
- Email (via form): 48 hours maximum.