Terms and conditions
- How to place an order
To place an order, add the items you’d like to your cart and click “Checkout.” Enter your contact details and shipping address, select your payment method, and confirm your order. Once your purchase is complete, you’ll receive an automatic confirmation email at the address used to place the order.
- Pricing and availability
Prices and product availability are subject to change without notice. Orders are fulfilled in the order they are received. If an item is out of stock, we’ll notify you and offer a suitable alternative. If we’re unable to reach you, the order will be canceled.
- Payment methods
We accept credit and debit card payments through Culqi, a secure Peruvian payment gateway. Accepted cards include Visa, Mastercard, American Express, and Diners Club. We also accept payments via Western Union — orders paid through Western Union must be completed within 24 hours of placing the order using the details provided at checkout.
- Shipping
Orders are dispatched within 3–5 business days of payment confirmation. Estimated delivery times are 15–30 business days for the United States and most of Europe. Shipments to Australia and other countries farther from Peru may take an additional 2–4 weeks. Delivery times may be affected by natural disasters, pandemics, or international holidays.
Shipping methods
We offer two shipping options for international orders:
- Standard shipping: Includes an international tracking number so you can follow your package at every stage until delivery.
- Free shipping: A no-cost option with no tracking number or delivery confirmation. As proof of dispatch, we’ll send you a photo of your package at the time of shipment.
We strongly recommend choosing standard shipping — it’s the only method that allows us to verify delivery and resolve issues if something goes wrong.
By selecting free shipping, you acknowledge and agree that:
- The package cannot be tracked once dispatched.
- Delivery is not guaranteed.
- You assume full responsibility in the event of loss, delay, or non-delivery.
For standard shipping orders, our liability is limited to the information provided by the carrier’s tracking system. Any incidents will be reviewed on a case-by-case basis using the courier’s official records.
Once your order ships, you’ll receive an automatic email with your shipping details. If you don’t see it in your inbox, please check your spam folder. You’ll receive updates at each stage: order received, being prepared, shipped, and completed.
Please double-check your shipping name and address before placing your order — we ship exactly as entered. Avoid abbreviations or incomplete names. Depending on the size of your order, it may arrive in more than one package.
- Undelivered orders
If more than 40 business days have passed since your order shipped and you haven’t received it, we recommend contacting your local postal service by phone or visiting your nearest post office. Delays can sometimes occur due to address issues, failed delivery attempts, or packages held at a local post office awaiting pickup.
- Customs
Our products are made and sold legally in Peru. That said, import regulations vary by country, and it is the buyer’s responsibility to verify that importing our products is permitted in their country before placing an order.
We are unable to issue refunds for orders held or seized by customs authorities in the destination country.
That said, if your package was held by customs and returned to us in good condition, we’ll be happy to reship it. In that case, we’ll only charge the same shipping fee you paid on your original order. Please contact us if you receive a return notification so we can keep an eye out for your package — or if we receive it first, we’ll reach out to coordinate reshipment.
- Returns and refunds
For full details, please refer to our Return Policy. In summary:
- Wrong or damaged item: you will receive store credit or a full refund, at your discretion; no return is required.
- Cancellations: free of charge if the order hasn’t shipped yet.
- Loss: the full order amount will be refunded as long as you choose shipping with tracking code.
- Incorrect address provided by the customer: no refund or reshipment.
- Free shipping: the customer assumes full responsibility in the event of loss or non-delivery.
- Legal
The purchase and consumption of coca leaves, teas, powders, and their derivatives is fully legal in Peru and many Andean countries. It is the customer’s responsibility to consult the relevant authorities in their country regarding the legality of importing these products. We are not liable for any seizures or actions taken by customs authorities in the destination country.
- Privacy and security
Your personal information is used solely for order processing, shipping, and sending you relevant updates and offers. We do not sell or share your data with third parties, and we will never spam you. This site is protected by an SSL certificate, ensuring that all browsing and payment activity is encrypted and secure.
- Contact
For any questions or inquiries, please write to us at sales@cocateabox.com. We respond within 3 business days.