FAQ - Customer Service

Delay in the delivery of some products during the quarantine period

Due to the current situation in the global economy caused by Coronavirus, our delivery logistics for a few of our products have been affected due to the reduction in operations of our delivery and shipping partners around the world. Therefore, orders placed between the months of February and March may be delayed. Unfortunately, this is a situation beyond our control, as stated in our Shipping and Delivery Policies.

But don't worry, we are doing everything we can to ensure that all orders are delivered as soon as possible. Current news indicates a brief recovery of the economy and a return to normal activities.

How long does it take for the payment to clear?

Card payments are cleared almost instantly in the vast majority of cases, but in some cases, they may take up to 2 business days. Payments made via bank slip or lottery shops are cleared within 3 business days. All delivery times are calculated from the confirmation of payment.

How long does it take to receive my tracking code?

The tracking code is sent to the email address provided in the purchase registration within 7 business days.

I cannot see any information with my tracking code?

In some cases, it takes up to 5 business days for the information to be updated in the tracking code. Therefore, simply wait for this period to pass, and your information will appear.

IS THE WEBSITE RELIABLE?

Our website uses SSL security, which is required by law for all online stores, as it encrypts all transactions made on the website, ensuring the confidentiality of all information.

We work in partnership with MercadoPago, the largest online payment network in Brazil. We do not have access to your payment information, such as your credit card number; only MercadoPago does, making your purchase 100% secure.

Deadlines

How long will it take to receive my order?

All products available in our store are shipped directly from our suppliers abroad (Switzerland, United States, and Asia) to the address provided at the time of purchase, and delivery takes from 10 to 25 business days (on average after the product is shipped) depending on the location. The product is shipped within 7 business days after payment confirmation in our system.

Orders placed via bank slip take 1 to 3 days for payment confirmation in our system.

We provide a tracking code so the customer can monitor the progress of their order delivery.

Attention: In certain cases, this delivery time may be extended by a few more business days due to delays, strikes, holidays, periods of high demand at the Post Office, or other situations beyond the store's control.

Avinser guarantees the delivery of the order. We undertake to refund the full amount paid for products that are lost or misplaced during the delivery process. All products are shipped with insurance against loss and free online tracking; the delivery of your product is 100% guaranteed.

1.2. Insured shipping

"If the product is delayed and is not delivered within 60 business days of shipping, the amount paid will be 100% refunded on that date."

Attention: You may receive more than one package, as your products may come from different suppliers. So, if you receive one product first and another later, please don't worry, as this is completely normal.

1.3. Order Tracking

Products will be shipped by the Post Office or another carrier. There will always be a Tracking Code that will allow the customer to monitor the progress of the delivery. The store undertakes to instruct the customer on how to track the products. The code to access the tracking will be sent to your email as soon as it becomes available to the store.

The order tracking code is provided 3 to 9 business days after payment confirmation.

It may take 5 to 10 days for the tracking code to start showing shipping information on the Post Office website.

How long does it take for my order to be dispatched and for the tracking code to be sent?

We have a period of 7 business days after payment is completed to send your tracking code. After receiving the tracking code by email, you can use it to track your order on online tracking tools such as 17Track, Muambator, and the Post Office website.

How long does it take for the information to start appearing in the tracking system?

It can take between 5 and 10 business days after the product is shipped for the information to start appearing in the system. Therefore, do not worry if you have already received your tracking code and there is still no update within this period; the carrier will update it soon.

Tracking

How do I track my order?

You can also track your orders directly on our website using your order number and/or the email address used for the purchase, simply by accessing the link sent to your email and/or WhatsApp.

It can take between 5 and 10 business days for the information to start appearing in the system. Therefore, do not worry if you have already received your tracking code and there is still no update within this period.

I have already received my tracking code, but I am having trouble tracking my order.

Remember, it can take between 5 and 10 business days after the product is shipped for the information to start appearing in the system. Therefore, do not worry if you have already received your tracking code and there is still no update within this period.

Order Changes

I placed an order with the wrong/incomplete address.

Contact us as soon as possible.

Order Addressing Guidelines

The store will arrange for the products to be shipped to the address requested by the customer. Therefore, to ensure there are no obstacles to the delivery of your order, please pay close attention when filling in the address where you wish to receive your order.

Recipient Absent

Make sure there will be someone at the address to receive your products. The Post Office makes three delivery attempts. If there is no one at the address to receive the order on any of the attempts, the package will be taken to the Post Office branch closest to the address, and in this case, the recipient of the package will need to pick it up from the Post Office branch within 7 calendar days. If the recipient of the order does not pick it up, according to Post Office rules, the package will be returned to the sender, and a new shipping fee will be required to resend the product.

All details related to the delivery attempts, as well as the address of the Post Office branch where the recipient should pick up their package in case of absence at the address, are recorded in the order tracking, which can be monitored on the Post Office website using the tracking code provided by the store.

Incorrect or Incomplete Address

Avinser is not responsible for the incorrect or incomplete filling in of the destination address for orders placed in the store. If the address is incorrect or incomplete, according to Post Office rules, the package will be returned to the sender, and no further delivery attempts will be made at that address.

In the event that delivery is not carried out due to a discrepancy in the address provided by the customer, the customer is not entitled to a refund. A new shipping fee will be required, in the amount of 25% of the total order (shipping cost + Post Office fee), to resend the product.

I would like to change the style/color of a product in my order.

To offer shorter delivery times, all our orders begin automatic processing after payment is completed. Therefore, it is not possible to change the style/color of a product after placing your order and making the payment. But don't worry, you can exchange your order or cancel it due to dissatisfaction within 7 days after receiving it. Just remember to follow our guidelines as stated in our return policies and contact us as soon as you have the product in hand.

Cancellations

I would like to cancel an order that I have not yet received.

As soon as the payment for your order is automatically confirmed, we begin processing it. Therefore, it is not possible to cancel an order without having received it.

But don't worry, you can exchange your order or cancel it due to dissatisfaction within 7 days after receiving it. Just remember to follow our guidelines as stated in our return policy and contact us as soon as you have the product in hand.

I would like to cancel/exchange/receive a refund for an order that I have already received.

We have a return policy for dissatisfaction that lasts 7 days from the receipt of the product and 30 days if you have any problem with the product. If you are not satisfied with your product, simply follow all the guidelines stated in our return policies, contact us, and send the product back to us to receive a new one or a refund.

Exchanges and Refunds

My product arrived damaged and I would like to exchange it.

We have a return policy for defects that lasts 7 days from the receipt of the product. If you are not satisfied with your product, simply follow all the guidelines stated in our return policies, contact us, and send the product back to us to receive a new one.

I am not satisfied with my product and would like to receive a refund.

We have a return policy for dissatisfaction that lasts 7 days from the receipt of the product. If you are not satisfied with your product, simply follow all the guidelines stated in our return policies, contact us, and send the product back to us to receive a refund.

Any questions remaining?

Or Send an email:

suporte@Avinser.com

Whatsapp: (44) 9 9171-8092

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