Frequently Asked Questions
WHERE ARE YOU LOCATED?
We do not have a physical store. We only accept orders through our online store.
DO YOU HAVE A PHONE LINE FOR CUSTOMER SERVICE?
Currently, our service is exclusively via email orlandoh@contato.com.br and WhatsApp (19) 99450-4191 . Through this means of communication, you can inform us about delays in delivery, incorrect/damaged/broken/lost products, as well as resolve any questions you may have about our store. Please understand that due to the large number of emails seeking support, the deadline for your protocol to be answered is 48 hours. But don't worry, our team is always available.
DO YOU REALLY DELIVER?
Due to the long delivery time of our products (2-4 weeks), many people believe that their order will not be delivered to them. But don't worry, if your order is no longer trackable after 60 days from the shipping date, you can contact us and we will help you.
HOW DO I CANCEL MY ORDER?
If you wish to cancel your order, please contact us immediately (same day). We prepare orders for shipping as soon as possible (we are fast!). Most orders are shipped the day after purchase. Once our logistics team has processed your order and it has been shipped, we are no longer able to cancel it.
We reserve the right to accept or refuse to accept the order, or any part thereof, even after the customer has received order confirmation or payment has been authorized by credit card.
If the credit card company has already authorized the purchase and it is canceled, we will refund the amount through the original payment method.
NOTE: Any order that has been invoiced or shipped can no longer be cancelled.
HOW SAFE IS IT TO PLACE AN ORDER?
When you purchase online using your credit card, all information is recorded on a secure SSL page. Your information is then encrypted and sent directly to our administrator, where the transaction is authorized and approved. Your credit card information is not stored on our servers.
WHAT ARE THE PAYMENT METHODS?
We work with several payment options, including: VISA/ Mastercard/ American Express/ Diners Club Internacional/ Hipercard/ Aura/ Elo credit cards, bank slip, MERCADOPAGO.
WHERE CAN I FIND MY BILL?
Bank slips are sent again to the email address registered at the time of purchase, so you can access them at any time. Check your SPAM box, if you have not received the slip, send an email with your full name and order number to: orlandoh@contato.com.br l WhatsApp: (19) 98862-0872
MY BILL EXPIRED, WHAT NOW?
Our store's payment slips expire 3 days after the purchase date. This period can be increased, but not decreased. Remember that as soon as payment is confirmed, the order is prepared for shipping, regardless of the payment slip's expiration date.
CAN I MAKE PAYMENT WHEN RECEIVING THE ORDER?
Orders are always prepared for shipping as soon as payment is confirmed, this is our standard procedure.
SHIPPING AND DELIVERY - PREPARATION FOR SHIPPING
Please ensure that the delivery and ordering information is correct and complete. If the information is not complete, the order will not be processed and will be cancelled.
Please understand that your order may take extra time to prepare for shipping during promotional periods and holidays.
We process orders on weekdays, Monday through Friday. Please understand that we do not ship on weekends.
A message will be sent to the email address registered at the time of purchase when the tracking code is made available by our warehouse. Contact us if you have not received the tracking code after 7 days of payment confirmation.
NOTE: International Transaction Fee may apply when processing the order. This fee is non-refundable.
HOW LONG WILL IT TAKE FOR ME TO RECEIVE MY ORDER?
The estimated delivery time may take between 1 to 2 business weeks after the payment confirmation date.
Still have questions? Send an email to our support channel: orlandoh@contato.com.br l WhatsApp: (19) 99450-4191.