Our goal is to provide our customers with the highest level of service possible. You will completely satisfied with your experience when buying at our site. Our friendly and knowledgeable sales staff are available to help you find the product that best fits your needs.

Here you will find the answers to your questions about shopping this site, your order, payment options and more. Simply select from the categories below...

* How can I contact you to ask a question?

* Tell me about "In stock" and "Out of stock" items?

*How can I contact you to ask a question?
We are pleased to help you out, so if you have any questions, dont hesitate to email us any time at: info@EcuadorianHands.com, or call to Ecuador 593-5-2922061 (it is not toll free!!) or fax us at: 593-5-2922061. We answer email 7 days a week. Our usual office hours are Monday-Friday from 10:30am-5:00pm Eastern Time, but we can sometimes be reached at other times. Our mailing address is:

Exportadora del Sol Co.
Avenida 215 s/n Calle 312
PO Box 13-05-4823
Manta, Ecuador

* How can I place an order?
There are two ways to order-
1. Order and pay online at www.EcuadorianHands.com
2. Order by mail - Place your order online, but select "cashiers check" as your form of payment. Once the order process is complete, print out your order confirmation form and mail it to us along with payment to:
Fabrizio Alejandro Vera Cedeno
Avenida 215 s/n Calle 312
PO Box 13-05-4823
Manta, Ecuador

For customers in Ecuador only, we also accept deposit into our account. Please contact us info@EcuadorianHands.com for more information.

* Which payment methods do you accept?
At EcuadorianHands.com, you can place your order online or by mail. Payment options include credit card, debit card, Wire the money by Western Union and certified check. See below for details on each payment option.
PLEASE NOTE: We do not accept Personal Checks or C.O.D. orders.

Credit/Debit Cards
EcuadorianHands.com uses PayPal to process all payments. Therefore we are able to accept credit/debit cards including Visa, MasterCard, Discover, and American Express. Please visit www.paypal.com for more information regarding Paypal services. EcuadorianHands.com reserves the right to request additional identification. If this is needed, we will contact you by email or telephone. Your order will be processed as soon as we receive the requested information by email or fax.

Western Union/Cashiers/Certified Checks
We accept wires by Western Union, certified checks in U.S. dollars from both
Ecuadorian and international banks. NO PERSONAL CHECKS PLEASE! Once you have placed the order, mail your check along with a printout of your order to:
Fabrizio Alejandro Vera Cedeno
Avenida 215 s/n Calle 312
PO Box 13-05-4823
Manta, Ecuador

For Ecuadorian customers only, we also accept deposit into our account. Please contact us info@EcuadorianHands.com for more information.

Please note that we do not process your order until your money arrives.

* I dont have a credit card, or dont want to use one to buy stuff from EcuadorianHands.com. How else can I pay?
We accept payments by Western Union and we also accept cashiers/certified checks which can be obtained at just about any bank in the world. Either of these must be drawn in U.S. Funds.

You can select "western union/cashiers check" as your form of payment in our online shopping cart.

Mail check to:

Fabrizio Alejandro Vera Cedeno
Avenida 215 s/n Calle 312
PO Box 13-05-4823
Manta, Ecuador

Be sure to include a printout of your order with payment.

We dont process or ship your order until payment is received. We keep orders on file for two weeks after which time they are automatically canceled if payment is not received. Also, we cannot "hold" items for you unless you have paid with a credit or debit card. If an item youve chosen sells out before your payment arrives, well contact you to make other arrangements. Remember, we DO NOT ACCEPT PERSONAL CHECKS!

For customers in Ecuador only, we also accept deposit into our account. Please contact us info@EcuadorianHands.com for more information.

What is the minimum quantity required to place an order? Can I save money on the freight?
There is no minimum quantity of handycrafts required to place an order. However, please note couriers charge for a minimum of 0.5kilos, and their rate increases by 0.5kilos each time.

* Do I pay Sales Tax?
Orders shipped in Ecuador only are subject to 12% sales taxes (IVA). Orders shipping outside of Ecuador are not taxed.

* Tell me about "In stock" and "Out of stock" items?
All the products sold at Ecuadorianhands.com are either 100% handmade or most of the parts are handmade. Thereby we carry very limited stocks in order to have them always fresh, just made for shipping. It is likely that we run out of stock in certain items and people order them before we have time to take them off the site. Therefore, despite an item may be listed as "AVAILABILITY: IN STOCK" or "AVAILABILITY: OUT OF STOCK", it will normally ship 5 to 7 days after we receive payment. Please remember, the product you will receive is natural, ecological and handmade!!

This means that WE will normally ship it in 5 to 7 days, and THEN it would take within 2 to 5 business days (depending on the shipping method you choose. Please check DHL, FEDEX or EMS to check transit time.) to get to your hands. By any means your product will reach within 21 days maximum (Delivery time).

* Do your products have warranties?
As explained, all our products are natural products. All handicrafts are manufactured and packed by hand. We dont ship defective products. If for some reason you receive the product broken or damaged must be due to mishandling by the courier, not likely to happen either. Thats the reason we use well-known couriers, such as DHL,Fedex and EMS to minimize any risk. Our warranty extends only to replacing the product. We DONT offer refunds.
If you believe you have a warranty claim, please read "*What if my shipment gets damaged in transit?" and contact us right away.

* What if an item is out of stock?
All the products sold at Ecuadorianhands.com are either 100% handmade or most of the parts are handmade. Thereby we carry very limited stocks in order to have them always fresh, just made for shipping. It is likely that we run out of stock in certain items and people order them before we have time to take them off the site. Therefore, despite an item may be listed as "AVAILABILITY: IN STOCK" or "AVAILABILITY: OUT OF STOCK", it will normally ship 5 to 7 days after we receive payment. Please remember, the product you will receive is natural, ecological and handmade!!

We make every effort to expedite orders for our customers. If by any chance an order would delay, not likely to happen, we will always email or call you to let you know about the situation and give you options. We apologize for any inconvenience this causes.

* Why is my order on hold/pending?
There are a few reasons your order could be put "pending".
-If you chose "western union/cashiers check" as a payment method
-If your order is suspect, or we need to confirm some information about your order
-We hold orders until all products are in stock. Please read "* What if an item is out of stock?"

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* Do you are able to manufacture customized figures/handicrafts?
SURE WE CAN!!! Just email us at: info@EcuadorianHands.com and ask. We are able to manufacture almost any customized figure/handicrafts you can even think of. Just email us and we will do it JUST FOR YOU!!

* Adding or Deleting Addresses / Changing E-mail Address or Password / Updating Subscriptions / more...
Please go to the link "my account", then enter your email address and password to log into your account Once logged you can change and edit your preferences , address, email, password, etc.

* What if I want to cancel my order after it has left your warehouse. Is there a shipping charge commitment?
Once we have shipped your order, you have committed to paying the shipping charges for that item whether you keep it or not. Also, as per our return policy, we only accept returns when we have shipped a wrong item by mistake, which is not likely to happen. Please check our "Return Policy" for more information.

* Wholesales Info?
Please review the products your are interested into, register at the store and during checkout select "cashiers check" as your payment term and place the order. YOU WONT BE CHARGE ANYTHING.
Once we receive this list we will quote you WHOLESALE prices. Then, we will also arrange the most convenient shipping method for you. Please contact info@EcuadorianHands.com for more information.

* Who is EcuadorianHands.com?
EcuadorianHands.com is a project that was born as the link between the people of all over the world and the humble handcrafters of rural areas of Ecuador. There are many families distributed in poor communities of rural areas in Ecuador where Tagua, Toquilla fiber for Panama Hats and other raw materials for manufacturing handicrafts grow. Families which are eager to access and share with the world the beauty of their work. Families that are eager to get a better way of living and obtain enough economical resources to give a fair education to their sons.