Shipping policy

SHIPPING POLICY

Effective Date: September 1, 2025

Thank you for shopping with Olanera. We aim to provide a smooth, transparent, and reliable shipping experience. Please review this policy carefully, as it outlines processing times, estimated delivery windows, and important responsibilities related to your order.

For any questions or concerns, contact us at support@olanera.com.

1. PROCESSING TIMES

  • All orders are processed within 1–3 business days (excluding weekends and holidays)
  • Once your order has shipped, you will receive a confirmation email with your tracking information

2. ESTIMATED SHIPPING TIMES

Shipping times vary depending on your location:

  • USA & Canada: 10–12 business days
  • International Destinations: 15–30 business days

Note: These are estimated shipping times only and are not guaranteed. Delivery times may vary due to external factors beyond our control.

3. SHIPPING DELAYS

While we strive to meet our estimated delivery times, delays may occur due to:

  • Customs clearance procedures
  • Carrier-related delays
  • Weather disruptions or natural events
  • High shipping volumes during peak seasons (e.g., holidays)

Delivery Time Notice

By placing an order, you acknowledge that shipping times are estimates, not guarantees, and delays alone do not qualify for refunds, cancellations, or chargebacks.

4. CUSTOMS, DUTIES, AND TAXES

For international orders:

  • Customers are responsible for any applicable customs duties, import taxes, or fees
  • Olanera is not responsible for delays caused by customs authorities

5. LOST, STOLEN, OR MISSING PACKAGES

  • If your package has not arrived within 30 business days, please contact us at support@olanera.com
  • We will assist in initiating an investigation with the carrier

Important:

  • Once a package is marked “Delivered” by the carrier, Olanera is not responsible for lost or stolen items
  • Customers must contact their local carrier or postal service to file a claim

6. NON-DELIVERY CLAIMS & DISPUTE POLICY

To prevent fraudulent claims:

  • All delivery-related issues must be reported to support@olanera.com before initiating any dispute
  • Claims must include accurate order details and any requested supporting information

We reserve the right to:

  • Deny claims that lack sufficient evidence
  • Dispute chargebacks using carrier confirmation and tracking data
  • Restrict future purchases in cases of abuse or fraudulent activity

7. TRACKING YOUR ORDER

  • Once shipped, you will receive a tracking number via email
  • Please allow 2–5 business days for tracking updates to appear

8. INCORRECT ADDRESS & FAILED DELIVERY

Customers are responsible for providing accurate shipping information at checkout.

Olanera is not responsible for:

  • Incorrect or incomplete addresses
  • Failed delivery attempts due to customer error

If a package is returned:

  • We may offer re-shipment at the customer’s expense
  • Additional shipping fees will apply

9. CONTACT INFORMATION

For any shipping-related inquiries, please contact:

Olanera

Email: support@olanera.com