FAQ - Preguntas frecuentes

Important / Importante: SANTISIMAS USA ships orders to the United States from Colombia. Los pedidos se preparan y despachan desde Calle 38 # 79-21, Medellin, Colombia.

Where do orders ship from?

Orders are shipped internationally from Colombia to the United States from Calle 38 # 79-21, Medellin, Colombia.

Los pedidos se envian internacionalmente desde Colombia hacia Estados Unidos desde Calle 38 # 79-21, Medellin, Colombia.

Will I pay duties, import taxes, or carrier fees?

Orders shipped from Colombia may be subject to customs duties, import taxes, brokerage fees, carrier fees, or other charges. These charges may be collected at checkout when available. If they are not collected at checkout, the customer may be required to pay them directly to the carrier before or at delivery.

Los pedidos enviados desde Colombia pueden estar sujetos a aranceles, impuestos de importacion, cargos aduaneros, cargos de transportadora o costos relacionados. Si no se cobran en el checkout, el cliente puede tener que pagarlos directamente a la transportadora.

How long does shipping take?

Orders are usually processed within 1 to 3 business days after payment confirmation. Estimated transit time is usually 3 to 10 business days after dispatch, depending on carrier performance, customs processing, holidays, weather, destination, or events outside our control.

Can I change or cancel my order?

Please contact us as soon as possible at santsglobalinternational@gmail.com. If the order has not been fulfilled, we will try to help. Once an order has shipped, we cannot guarantee changes or cancellation.

How do returns work?

Return requests must be made within 30 days after delivery and must be approved before the customer ships anything back. Approved returns must be sent to Calle 38 # 79-21, Medellin, Colombia, unless SANTISIMAS USA provides different written instructions.

Who pays return shipping and customs costs?

The customer is responsible for return shipping to Colombia and for customs duties, import taxes, carrier fees, brokerage fees, storage fees, or related costs, unless the return is due to a SANTISIMAS USA error or the item arrived damaged, defective, or incorrect.

Which items are not returnable?

For hygiene reasons, underwear, bodysuits, swimwear, final sale items, gift cards, and discounted products may not be eligible for return unless they arrive damaged, defective, or incorrect. Items must be unused, unworn, unwashed, unstained, unaltered, and returned with tags, original packaging, and hygiene protection intact.

What if my package is lost or marked delivered?

Contact us within 30 days after the carrier receives the package if there is a delivery issue. If tracking shows delivery to the address provided at checkout, we may request a carrier investigation. SANTISIMAS USA is not responsible for incorrect or incomplete addresses entered by the customer.

Customer service hours

We usually answer Monday to Thursday from 8:00 a.m. to 6:00 p.m. Colombia time, and Friday from 8:00 a.m. to 5:00 p.m. Colombia time, excluding holidays.

Contact

Email: santsglobalinternational@gmail.com
Phone: 7866050628
Legal business address: SANTS GLOBAL INTERNATIONAL LLC, 9777 NW 8th Ter, Miami, FL 33172, United States.