Common questions

FAQ - Customer Service

Delay in Delivery of Some Products During Quarantine Period

Due to the current global economic situation caused by the Coronavirus, our delivery logistics for a few of our products have been affected due to the decreased operations of our delivery and transportation partners worldwide. Orders placed between the months of February and March may experience delays. Unfortunately, this is a situation beyond our control, as outlined in our Shipping and Delivery Policies. However, rest assured that we are doing everything possible to ensure that all orders are delivered as soon as possible, as current news indicates a brief recovery of the economy and a return to normal activities.

Payment Processing Time

Payments made by card are usually processed immediately, but in some cases, it may take up to 2 business days. Payments made by boleto or at lottery houses are processed within 3 business days. All delivery times are calculated from the confirmation of payment.

Tracking Code

The tracking code is sent to the email provided at the time of purchase within 7 business days.

Tracking Information

In some cases, tracking information may take up to 5 business days to be updated. Please wait for this period for your information to appear.

Delivery Times

All products available in our store are shipped directly from our suppliers abroad (Switzerland, United States, and Asia) to the address provided at the time of purchase. Delivery takes from 10 to 25 business days (on average after product shipment), depending on the location. Product shipping is carried out within 7 business days after payment confirmation in our system.

Guaranteed Delivery

We guarantee a tracking code for the customer to track the progress of their order delivery. In certain cases, this delivery period may be extended for a few more business days due to delays, strikes, holidays, periods of high demand at the post office, or other situations beyond the store's control. We guarantee the delivery of the order and undertake to refund the full amount paid for products that are lost or misplaced during the delivery process. All products are shipped with insurance against loss and with free internet tracking, ensuring 100% guaranteed delivery of your product.

Insured Shipping

"If the product is delayed and not delivered within 60 business days from the shipment date, the paid amount will be 100% refunded."

Exchanges and Refunds

If your product arrived damaged and you would like to exchange it, please follow the instructions outlined in our return policies, contact us, and return the product to receive a new one. If you are not satisfied with your product and would like a refund, we have a dissatisfaction exchange policy that lasts for 7 days from the receipt of the product. If you are not satisfied with your product, follow all the guidelines outlined in our return policies, contact us, and return the product to receive a refund.

Still Have Questions? Email us at support@usefuull.com