Welcome to EcuadorianHands.com Help Desk. You can shop with confidence at EcuadorianHands.com!

Here you will find the answers to your questions about our shipping and return policies. Simply select from the categories below... 

 * How do I get shipping costs BEFORE placing an order?

Choose all the items that you are interested in. Once you are ready with this, please go to your shopping cart (button is located in the right upper corner) and the shipping cost will display there!

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 * How long will my package take to get to me?

>>>>>OVERSEAS SHIPMENTS (OUTSIDE ECUADOR)<<<<<

Normally, we deliver parcels to couriers within 5-7 working days after receiving the payment, since all the paperwork we need to do to export our products. Please remember, the product you will receive is 100% natural, ecological and handmade.

PALO SANTO STICKS.- As almost all countries but US requires a phytosanitary certificate, this product might require extra days to get it. Ships within 7 working days approx.

  • Ziplocs, palosanto sticks.- 15-20 working days.
  • Ground palosanto:  10 working days
  • Chips palosanto: 15-20 working days
  • Burners: 15 working days
  • Wholesale 12ml/25ml essential oils: 10-15 working days.

MONTECRISTI (PANAMA) HATS.- Ship within 15 working days approx. We only have the straw bodies in stock. We need to block it into the model and size you are purchasing (fedora, borsalino, etc.)

BEADS.- Currently, we carry very low stock. Therefore, all our orders of BEADS will ship within 20 working days approximately after we receive payment.

TAGUA JEWELRY: 8-20 working days.

SMOKING PIPES: 10-20 working days

After we ship the products, delivery time depends on the transit time offered by the courier. Please check DHL, FEDEX or POST OFFICE (EMS, CERTIFIED AIRMAIL) to check transit time.

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. However, once we turn the articles to the couriers, it is their responsibility to accomplish with the transit time offered.

>>>>>DOMESTIC DELIVERIES<<<<<

Tramaco Express delivers within 1-2 working days to almost any address in Ecuador.

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* Which companies does EcuadorianHands.com use for shipping?

We ship from Manta-Ecuador, South America.

For international orders we offer our clients DHL Express, FEDEX Express, EMS and CERTIFIED AIRMAIL since almost all destinations are reached by these couriers. This service is door to door.

For domestic orders we use courier.

 Also, for large international orders we can work out an alternate shipping method named "freight cargo -delivered to your port of destination-" which is much cheaper than couriers door-to-door service. However, please note this shipping method is not door-to door service and customs paperwork might be required at customers end. Please contact us for more information.

Our goal is to use the most cost-efficient, quickest methods available to get your goods to you.

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* What are the descriptions of your shipping methods?

DHL Express, Fedex Express, EMS and CERTIFIED AIRMAIL reach almost every address worldwide. Most packages are delivered in approximately 2-15 business days. No P.O. Boxes.

These shipping methods are traceable.

- DHL www.dhl.com

- FEDEX www.fedex.com

-POST OFFICE (EMS, CERTIFIED AIRMAIL):

For USA: www.usps.com
For France: www.chronopost.com
For UK: www.royalmail.com

- For WHOLESALE orders we can work out an alternate shipping method. Please review the products your are interested into, email us and we will also quote you WHOLESALE prices. Please contact us for more information.

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* How can I pay less freight?

There are 2 options:

 - By rounding the weight of your orders when placing them (buy 2 items or up). As couriers charge for a minimum of 0.5kilos, and their rate increases on 0.5-kilo basis.

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.

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

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

- For WHOLESALE orders we can work out an alternate shipping method. Please review the products your are interested into, and we will also quote you WHOLESALE prices.

Please contact us for more information.

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* Are there extra charges if I order a lot of stuff or oversized products?

We make every effort to consolidate shipments into one box, but on occasion, because of unusually-sized or shaped items, we must break an order into two shipments and assess additional shipping charges. You will be notified beforehand for your approval if this is the case.

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

 * Do you ship to PO Boxes?

International Shipments/Domestic Shipments
Not DHL, nor Fedex, nor EMS serve P.O. Boxes. If you require delivery to P.O. Boxes, please contact us us and we will arrange this for you.

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* I have a shipping account number of my own. Can I use it to ship my order?

If you have an account number with a shipping provider and would prefer to have us use that instead, please choose "Use my couriers account" as the shipping method at check-out and enter the information (couriers name, account number, etc) in the comments box. We can work with most other carriers, such as UPS, EMS courier, etc.

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* How can I track my order?

If you've chosen any DHL, FEDEX, EMS or Certified Airmail shipping, yes you can. Check your email and if you havent been emailed a tracking number from DHL/FEDEX/EMS or us then your order may not have been shipped yet. If you got a confirmation email that your order WAS shipped and you never received a tracking number then just email us and ask for your tracking number. You can track your package here:

-DHL- www.dhl.com, enter the tracking code and click on "track"

- FEDEX - www.fedex.com, enter the tracking code and click on "track"

-POST OFFICE (EMS, CERTIFIED AIRMAIL):

For USA: www.usps.com
For France: www.chronopost.com
For UK: www.royalmail.com

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* What if there was a Delivery Attempt?

If there was a Delivery Attempt, Couriers will leave a “delivery card” indicating there is package for you, and asking you to please contact with them to arrange the delivery of the item.

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* What about leaving signed notes for the shipping carrier?

By leaving a signed note giving the courier permission to leave a package at the door, you have relinquished EcuadorianHands.com and the couriers of any and all responsibility for loss or damage.

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* What if the tracking says my order was delivered and I never got it?

Though this situation is extremely rare, if the carrier reports the item has been delivered, then any dispute you may have must be taken up with the carrier directly. We will be happy to provide any documentation you may need to do this, but we cannot replace an order that the carrier reports as having been delivered. Missing shipments can only be credited after 40 business days from the ship date. Replacement orders will not be issued until the shipping carrier has approved the claim; the claims process could take as long as 4 - 6 weeks.

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* International orders. Is there custom taxes? Returning orders to Ecuador? 

When using door-to-door couriers, please note that you MAY be charged additional fees by the local delivery company including import tax, customs fees, or local delivery charges. Also your Customs-Office might require additional or special import license/permits. It is your responsibility to research this BEFORE placing your order and EcuadorianHands has no responsibility for such fees not those special documentations.

If for any reason a package is returned to Ecuador, it will be declared in abandoned at ecuadorian customs as import taxes here in Ecuador are more expensive than the product itself. EcuadorianHands.com will not refund anything to the Buyer.

As per our return policy, we only accept returns when we have shipped a wrong item by mistake, which is not likely to happen. See our "What are EcuadorianHands.coms return procedures?" for details.

--- KNOWN RESTRICTIONS BY COUNTRY.-

------Rusia (Moscow) by DHL: Consignee must be a company name. Maximum 31 kgs and 1000 euros. 

------Rusia (except Moscow) by DHL: Consignee must be a company name. Maximun 5 kgs and 230 euros.

------Rusia by Certified Airmail/EMS: Maximum 31 kgs and 500 euros.

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* 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 on 0.5-kilo basis. 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 when placing them. At checkout, you shopping cart will display exactly the weight your order come up to.

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

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

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* What are EcuadorianHands.coms return procedures?

We only accept returns when we have shipped a wrong item by mistake, which is not likely to happen. As explained, we dont ship defectives products. If by any chance you receive a defective or broken product, please read "What if my shipment gets damaged in transit?" since this damage must be due to couriers mishandling, not likely to happen either.

To return a product, please follow the steps outlined below.

  1. Obtain a Return Merchandise Authorization Number (ADM#) within 30 days of the original ship date by emailing us
  2. Please provide the following information when requesting a ADM#: Original order number (located on your receipt), name and code number of product being returned, reason for return, your name, and if you want to exchange, refund or get store credit.
  3. Verify that all merchandise is in the original packaging, undamaged, and sellable as "brand new".
  4. You may be asked to ship the item back at your expense via a method that we specify, and we will credit your account for the return shipping costs at a maximum of equal to what we paid to ship it to you only. If getting reimbursed for return shipping costs, you must ship the item via a method that we approve in advance.
  5. Please address the package to:

EcuadorianHands.com
Calle 2da Paralela #1806 
entre calles 18 y 19. Barrio Córdova 
Manta - Ecuador - South America

Merchandise must be returned within 10 days (21 days for international orders) of the issuance of the ADM# at which time the ADM# expires.

If your order included free items, you must also return those!

EcuadorianHands.com reserves the right to return any merchandise without a valid ADM# to the customer. ADM numbers are valid for 10 days from the issue date for domestic orders, and 21 days for international orders.

All returned merchandise must be in the original packaging. Product that is returned incomplete, used or damaged will not be accepted and will be return-shipped at the customers expense.

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* What if my shipment gets damaged in transit?

Very Important: Packages are not insured. We kindly asked you to get insurance for your package, or ask us to insure it for you. Insurance costs approx. 1.12% of the invoice-value (minimum US$14.00. Depends on the courier). EcuadorianHands.com is not responsible for any damage or lost of any package once we have turned them into the couriers! While we strive to pack items to avoid damage, in rare cases shipments are mishandled by the carriers. The carrier is responsible for the item once we turn it over to them. So if you receive a shipment and something is damaged, you MUST carefully follow the following procedures:

  • Save the box and all packaging.
  • Do not use the damaged item.
  • Contact us via phone or email immediately (be sure to have your order number ready).
  • Be prepared to describe the damage in detail on the phone AND/OR via email so we have a written/typed record of your complaint to show the carrier. If it is determined that the damage was shipping-related, we will file a claim with the carrier. They may need to inspect the damaged item AND the packaging. If it is determined by them that they are at fault, the damaged items will be replaced.

Claims must be placed within 5 days after received the product. After this period of time, any right to get a replacement expires. No further claim is accepted.

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