Shipping policy

Here we explain, with no small print, how our shipping works.

Where we ship

We ship to the United States and to quite a few more countries: among others, Canada, Mexico, Spain, Argentina, Chile, Colombia, Ecuador and Peru, plus much of Europe, Australia and Japan depending on the product.

The final list of destinations, the shipping cost and the estimated delivery time are calculated when you enter your address at checkout. That information is what counts: if your country appears there, we can ship to you. If it does not appear, write to us at bernabeword@gmail.com and we will tell you whether we can do anything.

Order preparation

We prepare orders Monday to Friday, except public holidays. An order usually takes 1 to 2 working days to leave the warehouse. Orders placed on a Friday afternoon, at the weekend or on a holiday start being prepared on the next working day.

Delivery time

Once shipped, the usual time within the United States is 5 to 8 working days. For international orders the time is longer and varies a lot depending on the country and customs: normally count on 10 to 20 working days.

In both cases these are estimated times, not guaranteed ones: they can stretch during high-demand periods, because of carrier incidents, customs holds or causes beyond our control such as the weather. The specific time for your order is shown at checkout.

Some products are shipped from our suppliers' warehouses abroad. In those cases the time may be longer, and it is always stated on the product page or at checkout before you confirm the purchase.

Shipping cost

The exact shipping cost is calculated from your address and shown at checkout before you confirm and pay for the order. Charges are never added after the purchase.

Tracking

When your order leaves the warehouse we send you a confirmation email with the tracking number. The carrier can take up to 48 hours to activate it, so it is normal for it to show no information at first.

Orders with several products

If your order includes several items, they may arrive in separate parcels and on different days, at no extra cost to you. You will receive a tracking number for each shipment.

Wrong address or returned parcel

Check your address carefully before confirming the order. If you need to correct it, write to us as soon as possible: we can change it as long as the order has not shipped yet. If a parcel comes back to us because of a wrong address or because it was not collected in time, we will send it out again and the cost of the new shipment is at your expense.

Lost or damaged orders

If your order arrives damaged, or if the tracking has not updated for more than 10 working days, write to us at bernabeword@gmail.com with your order number and, if the product is damaged, photos of the packaging and the item. We will open a claim with the carrier and find a solution with you.

Taxes, duties and customs

The taxes that apply to your order are calculated and shown at checkout before you confirm the purchase.

On international shipments, the destination country may apply duties, import VAT or other customs charges. Unless checkout expressly states otherwise, those amounts are not included in the price and are payable by the recipient, who is the importer of record. The carrier may require payment before delivering the parcel. If you refuse to pay those charges and the parcel comes back to us, we will refund the product minus the cost of the outbound and return shipping.

Customs may also hold a shipment for inspection. Those delays are outside our control and do not give the right to cancel the order once it has shipped, although we will always help you follow it up.

Returns

You have 30 days from delivery to request a return. The details are in our refund policy.

Contact

Any question about your shipment: bernabeword@gmail.com or +1 509-830-3346.