PURCHASE PROCESS:

1. INTERNATIONAL SHIPPING PRODUCTS L

Your product is shipped directly from our distribution centers outside Brazil. Our estimated delivery time is 10 to 45 business days , and may take up to a maximum of 90 business days, depending on the location. After this period, we will refund your money instantly, without requiring the product to be returned. We guarantee to send a tracking code so that the customer can follow the progress of the delivery.

The delivery time may be extended in very specific cases, mainly due to problems such as: delays, strikes, recesses, periods of high demand at the Post Office. All of these situations are beyond our control.

SHOP PRO SHOP guarantees that your order will be delivered. We would like to point out here that we assume responsibility for refunding the full amount paid for any product that is lost or misplaced before collection by the Brazilian delivery system, the Post Office.

1.1. Taxed or Charged Products

The majority, approximately 99%, of orders placed at SHOP PRO SHOP are delivered by the Post Office, to the address requested by the customer, free of charge . However, in rare cases, the order may be taxed by the Federal Revenue Service. In these cases, the Post Office sends a notice to the address registered at the time of purchase, notifying the customer that the product has been taxed. This notice informs the customer that the package must be collected at the Post Office branch indicated in the letter, upon payment of the tax.

In this specific situation, we recommend the following procedure:

1 - Go to the post office indicated in the notification and inform them that you refused to collect the package. After a few days (generally the period is 7 days), the uncollected merchandise will be returned to the sender, i.e., your product will be returned to our collaborators abroad, without you having to collect it and without paying any fees/taxes;

2 - Report the incident as soon as possible to our Customer Service Center by email: contact.shopproshop@gmail.com;

We ask that you notify us about the tax charge, so that we can guide you on the procedure to be followed.

3 - We will send you an identical product. This step of the process will not have any cost to the customer. Important : At the time of resending, you will start a new countdown for the delivery period.

If you proceed differently from that indicated above, we are not responsible for any refunds of fees or taxes .

• If you do not wish to wait for the new delivery deadline, you may withdraw your order after paying the fee. Please note that any and all taxes imposed on the product are the sole responsibility of the customer, and you should check the import regulations in force in your country before purchasing to ensure that this type of situation may not occur with your purchase.

1.2. Postal Dispatch

All international orders that arrive in Brazil via the Post Office are subject to a Postal Dispatch fee of R$15.00. However, thinking of you, the customer, SHOP PRO SHOP uses an express shipping method that is exempt from any fees. Therefore, you will not have to pay the Postal Dispatch fee under any circumstances . If for any reason it is charged, we will be responsible for paying it. This is another one of the differences of our store!    

2. Order Tracking

Products will be sent by post or another carrier and there will always be a Tracking Code that will allow the customer to monitor the progress of the delivery. SHOP PRO SHOP undertakes to instruct the customer on how to track the products. The Tracking Code will be sent to your email after the order is shipped.

3. GENERAL CONDITIONS

3.1. Care with Addressing Orders

SHOP PRO SHOP will arrange for the products to be sent to the address requested by the customer . Therefore, to avoid any problems with the delivery of your order, we ask that you pay close attention when filling in the address where you wish to receive your order.

3.2. Missing Destination

- Make sure there is someone at the address to receive your products during the scheduled delivery times. The Post Office makes three delivery efforts for the merchandise. If there is no one at the address to receive a package in any of these efforts, the package will be taken to the Post Office branch closest to the address. In this case, the recipient of the package will need to collect the package from the Post Office branch as soon as possible . If the package is not collected, the product will be returned to the sender. In this situation, a new purchase must be made, as the product is lost without return and SHOP PRO SHOP cannot recover it.

All details related to delivery efforts, as well as the address of the Post Office where the recipient must pick up their package in the event of absence at the address, are recorded in the order tracking, which can be tracked on the Post Office website, using the tracking code provided by SHOP PRO SHOP.

3.3. Incorrect or Incomplete Address

The customer is responsible for filling out the address correctly. If an incorrect or incomplete response is received, the Post Office will determine that the package will be returned to the sender. Furthermore, in these situations, the three delivery attempts will not be made, which is standard practice in cases where the recipient cannot be found. Furthermore, since the purchase must be made again abroad, the local Post Office informs that it has no obligation and does not guarantee the delivery of the product to the sender. Therefore, the customer's error implies a loss for the store and, therefore, a new purchase must be made in order for the product to be delivered. In this situation, the customer loses the right to a refund , since it was their error that caused no problems with the shipping or return, with no guarantees for the store.

4. Delivery Insurance

We guarantee that our customers will be protected by delivery security at the time the purchase is made. Purchases that are protected by delivery insurance will be tracked and protected throughout the entire shipping process: from our distribution center to the customer's home. If there is a problem with the delivery and your product is misplaced, lost or purchased, simply contact our Customer Service to request a reshipment or refund for your order.

CONSUMER RESPONSIBILITY

If your order is not delivered due to a problem related to the customs process, we will study your case to find the best solution for your order.

If your purchase has any attribute that prevents delivery to your country, such as a battery or something similar, due to local legal restrictions, the responsibility will be the customer's and not the store's.

If you decide to import a product that has any technological feature that has any restrictions due to local law, the responsibility for this type of impediment lies with the consumer before even making the purchase in our store. If your purchase is stopped at any point by local inspection, we will not charge you any type of charge, as the consumer must be aware of the legislation in their country and the laws on imports.

Another case where the customer is responsible is respecting the import license. If it is required in your country and you do not have one and still make the purchase with us, we are not responsible for the refund or delivery of the purchase. The responsibility lies with the customer, who is aware of any regulations regarding rules and other situations that may interfere with the purchase or delivery process.

All import-related fees, Tax on Financial Transactions (IOF) and other customs-related fees or charges are the responsibility of the consumer, as described in our terms and conditions. If your purchase is taxed or there is a need to collect it from the Post Office and it is not done by the customer, so that you refuse to collect or pay the obligations or refuse to receive the order when it is delivered to your address, we do not offer any type of compensation.

We would like to make it clear that after the order leaves our distribution center, in this case, the shipping is the responsibility of the third-party logistics company. In this part of the delivery process, ownership of the purchase already made by the buyer, this means that all responsibilities and risks associated with the shipping are the buyer's.

Product delivery may be affected by several factors that are beyond SHOP PRO SHOP's control and may influence delivery times. We recommend that, if the purchase is for a gift or intended to be used on a special occasion, it be made in advance.

The shipping and delivery schedule will be based on business days from Monday to Friday. In the event of major holidays, such as the Chinese Lunar New Year or Christmas, we inform you that there will be a delay in relation to the estimated delivery time. During these types of events, we will inform our customers of these situations so that they are aware of possible delays.

FREQUENTLY ASKED QUESTIONS

1 - Can I trust that you will receive my purchases?

SHOP PRO SHOP bases its work on ensuring customer satisfaction, which is why it has a team of dedicated professionals who always value commitment, respect and honesty with our customers at all times. We make a point of making all information about the product purchase and delivery process clear and explicit. Transparency is our greatest commitment, which is why we are always ready to answer any questions through our customer service center and we are willing to do everything we can to ensure that your order is delivered to you safely and on time. 2 – Can I track the delivery process of my purchase?

Yes. As soon as your order leaves our distribution center, we will send you the Tracking Code for your purchase via email. Simply go to the "Track Order" page in our store, enter the code and that's it! There you will find all the updates about your shipment. In addition, we have an automated system that will send you emails informing you about the progress of your delivery.

3 – My purchase has been stuck in “verification by the Federal Revenue Service for a few days without delivery”. Should I be concerned?

No. All products entering Brazil must be inspected by the Federal Revenue Service. This procedure is standard and provided for by law. Due to high demand, it may take a few days for your package to go through this process. Immediately after inspection, it will be sent to the Correios distribution center so that it can be delivered to you as soon as possible.

4 – Between the day of my order and the arrival of my purchase, I changed address and will not be at the expected delivery address. What do I do?

We understand that this can happen and we are here to reassure you. In order to receive your purchase, the new resident will need to receive it for you. In this case, unlike the case of an absent recipient, where the purchase will be delivered three times by the Post Office, if the postman is informed that the recipient has moved, the purchase will be returned to the sender. Therefore, we ask that you track the progress of your purchase using your tracking code. If a purchase is returned to the sender due to a change in the recipient's address, a new product will be sent upon a new order and new payment.

5 – Try tracking my order and see if the package was not located in the postal flow. What does this mean?

This may result in a delay in delivery. This notification indicates that the Post Office has not yet found the package registered with your tracking code among the orders received by them. This process may take a few days. Once found, the package will be sent to the Post Office the next time you arrive, and will then be delivered.

6 – Can I change my delivery address?

We can, but we have one condition. In order for you to be able to carry out this address change operation, we only have the time to separate the purchase after payment confirmation . It is a short period, but this way, we can make the address change and maintain the delivery time expected at the time of purchase.

7 – How long will it take to receive my purchases?

We estimate that you will receive your purchases within 10 to 45 business days. This period may extend to up to 90 business days, depending on the location and the logistics of the Post Office. We remind you that the entire process can be tracked using your Tracking Code.

8 – I purchased more than one product in the same order but only received part of them. Is this normal? Will the other products be delivered?

This can happen and you don't need to worry. The products may be from different suppliers and therefore they will have different tracking codes for each supplier. In this case, deliveries may be made at different times, as there is a possibility that the packages will be released at different times by the IRS at customs. 

PLEASE PAY ATTENTION TO THE DELIVERY TIME ON THE PRODUCT PAGE

Delivery varies between 2 and 10 weeks to any location in Brazil after payment confirmation. Please note that this is a wide range to take into account that our products are shipped directly from warehouses located abroad, and are subject to the speed of customs and postal processes. Nevertheless, the vast majority of deliveries occur within 6 weeks, the stipulated average time.  

We also leave specific delivery estimates for the products expressed on their respective purchase pages.

Because different warehouses may ship, it is normal for you to receive one item before another when purchasing more than one item.

Tracking:

We will provide you with the tracking code so that you can track your order through the "Track Order" page in our store. In addition, we have an automated system that will send you emails informing you about the progress of your delivery.

SHOP PRO SHOP, in full exercise of its designated duties, informs that the general service time, as well as the return and refund time, may vary between 5 and 90 business days, due to the high demand and flow of messages, an overload caused by the company's operations throughout the national territory. We also emphasize that a company is governed by solid values ​​and has customer satisfaction as a priority , which is why the company works vigorously to meet all demands in a timely manner.       

THE CUSTOMER , when browsing and carrying out any type of transaction on the SHOP PRO SHOP website , agrees to all the terms, conditions and deadlines imposed by said company.   

Yours sincerely,

Shop Pro Shop Team.