Envío y plazo de entrega
Shipping Conditions
Tú Plena offers free shipping on selected products. All shipments are carried out with full security and proper product packaging.
Tracking Code and Delivery Guarantee:
Every shipment includes a tracking code and delivery guarantee. In case of loss, customers are eligible for a reshipment or a full refund.
Quality Assurance:
Products sold by Tú Plena come with a satisfaction guarantee and are tested before shipping.
Shipping Process:
Orders are shipped directly from warehouses of associated factories worldwide. International shipments are carried out by air transport companies. Upon arrival at the destination, packages are delivered by the local postal service.
Customs Processing:
When packages arrive at their destination country, they go through customs processing. Once cleared, the package is released for delivery to the address provided at the time of purchase.
Important Notes:
Changing Product Model or Color:
To ensure faster delivery times, orders are automatically processed once payment is confirmed. Changes to the product's model or color are not allowed after the order has been placed.
If you're unsatisfied with the received product, you can exchange or cancel the order within 7 days of receiving it. Make sure to follow our return guidelines and contact support as soon as possible.
Order Status - "In Processing":
Once payment is confirmed, the order status will display as "In Processing." This indicates preparation for shipping, which includes separating the product in the warehouse, packaging, printing the shipping label, and arranging delivery.
Tracking Code:
Customers will receive the tracking code via email within 2 to 5 business days after payment confirmation.
- Tracking Updates: In the first few days, tracking information might not be available. However, our support team provides detailed shipment tracking, including movement dates, times, and locations.
- Email Alerts: Automatic alert emails are sent for every update to the tracking code. Please ensure the email address registered during purchase is accurate.
Delivery Times and Shipping Options:
Delivery times vary between 5 to 10 business days, depending on the shipping method selected at checkout.
Shipping Options:
- Insured Shipping: Coverage for any issues during transit at no extra cost.
- Standard Shipping (Free): Does not include coverage for transit issues. Customers are responsible for tracking their orders.
Refund and Reshipment Policies:
Incorrect Address:
If an incorrect or incomplete address is provided, and the package is returned to the sender:
- A 25% fee of the total order value will apply if the customer opts for a refund.
- A $6.90 USD fee will apply if the customer opts for reshipment, and the correct address will be requested.
Initiating a Return or Refund:
To request a return or refund, email support@tuplena.com with the order number and reason for the request. Our team will work to resolve the issue promptly.
Delivery Failures:
Failed Delivery Attempts:
If delivery fails after three (3) attempts, the package will remain at a carrier office for 7 business days. If not collected, it will be returned to the sender without notice.
Recipient Absence:
If the recipient is absent, a new delivery attempt will occur the next business day.
Awaiting Pickup:
In certain regions, packages may be held at the nearest carrier office. If not collected, the package will be returned to the sender.
Other Issues:
- Unavailable Tracking: Tracking codes may take 5 to 10 days to display information.
- No Tracking Updates: Delays may occur due to customs processing. Contact support if the tracking remains unchanged for over 20 days.
- Marked as Delivered, Not Received: If tracking shows "delivered" but the package is missing, check with neighbors, building management, or your local carrier. If unresolved, contact our support team immediately.
Contact:
For any of the above issues, reach out via WhatsApp or email at support@tuplena.com.