Find frequently asked questions about shipping, refunds, and more below. If you have a question that wasn’t answered, please email us at [email protected]
Order
What can I expect from your products?
Most products from our store are handcrafted by artisans from South America to bring you the most authentic mate experience. Although extremely skilled and experienced, they are still human and can make minor cosmetic errors. Items that state that they’re handmade, will not be “picture-perfect” compared to being made by machine. They might have small marks, blemishes, asymmetries, etc. But it’s these minor flaws that make each piece unique and serve as evidence of the craftsmanship that goes into each item. This is not to say we send out just anything though. All items are still checked for quality, defects, cracks, etc., to ensure each gourd is up to our standards.
What payment providers do you accept?
We accept Paypal and Visa, Mastercard, American Express, and Discover.
How do I place an order?
Placing an order is as simple as adding the items you want to your cart, then hitting Checkout where you’ll then be asked to enter your contact, shipping, and billing information. Once the order is placed, we will receive a notification and start processing your order immediately.
Is it safe to place an order on your website?
Yes. We understand the importance of the safety of our customers which is why our website is SSL-encrypted and hosted by one of the largest web hosting companies – Bluehost. Additional plug-ins are installed to provide extra security and privacy as well.
Why did my payment fail to process?
Failed payments can be for one or two reasons. First, the card information was entered incorrectly. If so, please double-check and confirm. Second, if ordering outside of the US, please keep in mind all prices are in US dollars by default. If a payment fails, it could be that you do not have sufficient funds for the price in your local currency.
Shipping
Where do you ship to and from?
We ship to over 50 countries worldwide. All shipments are sent from New York, USA.
How long does it take to get my order?
Processing time takes no longer than 2 business days. Shipping time takes 1-5 business days for delivery within the US. For international shipments, shipping time takes 1-4 weeks (varies by location). Please note that this is only an estimate provided by the shipping provider. We do not guarantee a shipment will arrive within this timeframe. Though rare, several factors out of our control can cause a delay.
Will I get a tracking number?
Absolutely! A tracking number will be sent to your entered email address for you to keep up with its every move. Please don’t forget to check your spam/junk folder! If you don’t receive one, just email us: [email protected]
My tracking says delivered but I don’t see it?
If according to your tracking number, your package was delivered and you don’t see it, we ask to please give it three business days in case it appears. If it still does not show up, we will deem it lost or stolen. Under this circumstance, we can send out a one-time replacement (free of charge and if inventory is available). We will not send out a second replacement if this situation occurs again.
When do backordered items ship?
Any item that is on backorder will have the estimated ship date in the product description (some items may arrive later or sooner). Once the item is back in stock, we will ship immediately. If you decide to order a backordered item, please order them separately from other items that are not on backorder. Any order that contains a backordered item will not ship until it is in stock, despite containing other items that are available.
Refunds/Returns
Can I return my item?
Yes! You have a full 30 days after receiving your order to get a refund or exchange. Please note, we do not offer refunds, returns, or exchanges unless the product arrives defective, damaged, or if we sent you the incorrect product. Products that are used are NOT eligible. Please inspect each item before use so you may qualify. This is NOT a warranty policy.
How do I go about a return?
If you need to return a product, please contact us first ([email protected]) before doing anything else. From there, we will provide a return shipping address (we do not cover this cost unless the product arrives damaged or defective). Once it has successfully been returned, we will process your refund or replacement.
When will I receive my refund?
Although we issue refunds immediately, refunds may appear on your account within 3-5 business days depending on your payment provider.
Is return shipping covered?
We do not cover return shipping unless the product arrives defective or damaged, or if we sent you the incorrect product. All shipping fees for returns or exchanges are covered by the customer.
Why was my order returned to you?
In rare instances, your package may be sent back to us if the address is vacant or if the shipping address does not exist. For this reason, it is important you verify your shipping address before and after checking out. If a package is returned to us, we can ship it out again at your cost. If a refund is preferred, we can only offer the refund amount excluding shipping costs. However, in the instance that a package is not returned to us and is lost, we cannot offer a refund or replacement.