Frequently Asked Questions (FAQ)

  • Do I need an account to place an order?
    No, you can also place an order as a guest. However, there are some advantages to having an account with us:

    • Faster checkout process.
    • Easy access to view your order status and order history.
    • Receive updates detailing our new releases and special promotions.

  • What payment methods do you accept?
    We accept all major credit cards (VISA, Mastercard, American Express, Apple Pay).

  • How secure is my online order?
    When purchasing online with your credit card, all of your information is entered on an SSL secure web page. Your information is then encrypted via SSL and sent directly to our credit card provider’s network, where your card and transaction are authorized and approved. Your credit card information is not stored on our servers.

  • Is there any exchange rate?
    All of our transactions are denominated in USD. If your credit card is in a different currency, the total amount of your order will be calculated based on the daily exchange rate on the date your card issuer processes the transaction.

  • How do I set my shipping address?
    Since our website and services are based in Spanish, all information entered must follow the Spanish input method, including punctuation. If any characters in your address contain non-Spanish letters, it is recommended to use similar Spanish letters. For example, you may change the letter "ß" to "ss."

  • Can I change my delivery address after placing an order?
    Please note that your shipping address cannot be revised after the order has been processed or shipped. Please update your shipping address to your residential address instead of your vacation address, as we don’t know how long the destination country’s customs department will hold the package.

  • When will my shipment arrive, and how can I track my package?
    Delivery times are based on the shipping option you chose. Once the order has been shipped, we will email you your tracking number and the tracking website. We are not responsible for delays caused by your country’s customs department.

  • What should I do if items are missing from my order?
    If something is missing, please contact us immediately at support@tuplena.com.