Refund policy

Return & Refund Policy – Tepuy Shoppin

Refund, Reshipment and Return Policy — Tepuy Shopping

At Tepuy Shopping, we work with a certified international logistics provider to ensure the best shopping experience. Below you will find exactly what we cover, how the process works, and what we need from you to resolve any issue quickly.

1. Delayed Orders

If your order does not arrive within the estimated timeframe:

  • USA: We process a refund or reshipment if there is no delivery 45 days after the order left our warehouse.
  • Colombia, Mexico and the rest of LATAM: The timeframe is 60 days from the date the order left our warehouse.
  • Brazil: The timeframe is 110 days due to strict local customs procedures.

Before reporting a delay, please check with your local post office — packages are sometimes held due to an incomplete address or were not claimed in time.

2. Order Not Received (tracking shows "delivered")

If the tracking system shows delivery but you did not receive the package:

  • We require an official non-delivery certificate issued by your local post office with an official stamp.
  • Without this document, we cannot process a refund or reshipment.

If the tracking shows an alert (incorrect address, unknown recipient, rejected, unclaimed, customs not cleared, etc.):

  • The carrier makes 1 to 3 delivery attempts.
  • If unclaimed, the package is held at the local post office for 3 to 7 days for personal pickup.
  • If not picked up, the package is returned to the sender and Tepuy Shopping is not responsible for any loss during that process.

Always make sure your shipping address is complete and correct when placing your order.

3. Damaged Products

If you receive a product with physical damage:

  • Send us clear photos of the damage to shoppingtepuy@gmail.com. If photos are not sufficient to show the damage, we need a video.
  • We also need a screenshot of your complaint (email, PayPal, or other platform) including name, date, and content.
  • With that evidence, we will process a full refund or reshipment at no additional cost to you.

4. Wrong or Incomplete Products

  • Completely wrong product received: Full refund or replacement.
  • Wrong color or size (not affecting functionality): Refund or reshipment with a screenshot of your complaint.
  • Missing parts that do NOT affect functionality: Partial refund or reshipment of the missing part.
  • Missing parts that DO affect functionality: Full product reshipment.
  • Missing accessories: Accessory reshipment.

For size issues: we need a photo of the product measured correctly to speed up resolution.

5. Order Cancellation

  • Before the warehouse processes your order: Full refund guaranteed.
  • After processing has begun: Cancellation is not possible.
  • Custom or print-on-demand orders cannot be cancelled once payment is confirmed.

6. Physical Returns

Physical returns are not recommended because international return shipping costs are high and are the customer's responsibility, transit time is at least 3 months, and most products are lost or arrive damaged during the return process.

In the vast majority of cases, we resolve issues through refund or reshipment without requiring a physical return.

If a physical return is exceptionally required, it must be initiated within 30 days of the date of receipt.

7. Coverage Zones

We currently ship to and handle claims for the USA, Colombia, and Mexico. If you have questions about coverage in your country, please contact us before placing your order.

8. Cases Not Covered

We cannot process a refund or reshipment in the following cases:

  • The order has already been closed in our system.
  • The tracking cannot be traced due to the shipping method selected.
  • Damage or delays caused by force majeure (natural disasters, pandemics, international conflicts, extraordinary customs inspections, etc.).
  • Incorrect or incomplete shipping address provided by the customer.
  • Package not claimed at the post office within the established timeframe.
  • The customer simply does not like the product (change of mind).
  • The customer selected the wrong SKU, size, or color when placing the order.
  • Differences in the product that were disclosed in the product description before purchase.
  • Package retention or destruction due to the recipient's failure to comply with customs procedures.

9. How to Submit a Claim

Email us at shoppingtepuy@gmail.com with:

  1. Your order number
  2. Description of the issue
  3. Photos or video of the product (if applicable)
  4. Screenshot of your complaint (if applicable)

Response time: 2 business days. Resolution: between 5 and 15 business days depending on the case.

10. Refunds

Approved refunds are credited to the original payment method within 10 business days of approval, plus your bank's processing time:

  • Colombia / Mexico: 3 to 10 additional business days.
  • USA: 5 to 10 additional business days.

11. Contact

Email: shoppingtepuy@gmail.com Phone: +57 3229547601 Website: tepuyshopping.co Address: Villa del Rosario, Norte de Santander, Colombia