Welcome to EcuadorianHands.com Help Desk and FAQ (Frequently Asked Questions). You can shop with confidence at EcuadorianHands.com!

All our prices are in AMERICAN DOLLARS.

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?

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 593-5-2627411. 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:

EcuadorianHands.com
Calle 13 #308 Avenida 7/ Edif. Luizam Ofc #201
Manta, Ecuador

* How can I place an order?

Order and pay online at www.EcuadorianHands.com

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. Payment options include credit card, debit card, Bank Wire Transfer, Western Union, Money Gram. 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/Money Gram/Bank Wire Transfer
We accept wires by Western Union, Money Gram, Bank Wire Transfers

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, Money Gram, Bank Wire Transfers.

You can select "wire transfer" as your form of payment in our online shopping cart, and you will get the requiered information.

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.

For example, if your order weights 0.3kilos, couriers will apply the 0.5kilo-tariff. If your order weights 0.6kilos, couriers will apply the 1kilo-tariff. And so on. Therefore, try to round the weight of your orders(buy 2 items or up) when placing them.

At checkout, you shopping cart will display exactly the weight your order come up to.

We kindly suggest you to please keep this is mind when placing your orders. THIS WILL SAVE YOU MONEY ON FREIGHT.

FOR HATS ONLY. In order to save money on freight, we will ship up to maximum 5 hats per box.

* 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 "Shipping & Returns" 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 "wire transfer/western union/money gram" 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?"

* 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?

1) If we haven't shipped your order and you want to cancell your order, there is a US$6 penalty-fee; 2) 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 "wire transfer" 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.


Thanks for shopping at EcuadorianHands.com!