Dellivery
DELIVERY TIME OF YOUR PURCHASE
1. INTERNATIONAL SHIPPING PRODUCTS
Your product is shipped directly from our distribution centers outside Brazil. Our delivery estimate is 20 to 30 days, and may extend up to 90 business days depending on the location. We guarantee the sending of a tracking code so that the customer can track the progress of the delivery.
The delivery time can 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 purview.
SALEPOINT guarantees that your order will be delivered. We note here that we assume the responsibility to refund the full amount paid for the product that is lost or lost before receipt of the product by the Brazilian delivery system, the Post Office.
1.1 What is this IOF that appears at the end of my purchase?
The Tax on Financial Transactions is a federal tax instituted in 1966, by law 5.143 of the same year, and is levied on any financial transaction that fits in the following cases: credit, foreign exchange, insurance and any other type of transactions related to securities and securities.
As we work exclusively with imported products, the IOF enters into our transactions as an exchange transaction. The amount of the tax is charged on the price in reais, as stated in Brazilian law.
1.2. Taxed or Taxed Products
The majority, approximately 99%, of orders placed at SALEPOINT are delivered by the Post Office, to the address requested by the customer, at no cost. However, in rare cases, the order may be taxed by the IRS. 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. In this communiqué, the package is requested to be picked up at the post office mentioned in the letter, upon payment of the tax.
In this specific situation, we guide the following procedure:
1 - Come to the post office informed in the notification and inform the refusal to receive the package. After a few days (usually the deadline is 07 days), the merchandise not picked up returns to the sender, that is, your product will return to our employees abroad, without you having to take it out and without paying fees / taxes.
2 - Report the event as soon as possible to our Call Center by e-mail: contato@salepoint.com
We request that you notify us of the collection of the tax, so that we can guide you on the procedure to be followed.
3 - We will send you an identical product. This step in the process will have no cost to the customer. Important: At the time of reshipment, a new count for the delivery period will begin.
If you proceed differently from the above, we are not responsible for any refunds of fees or taxes.
If you do not want to wait for the new deadline for delivery, you can withdraw the order by paying the fee. We remind you that any and all taxes imposed on the product are the sole responsibility of the customer, and you should be informed of the import rules in force in your country prior to purchase to be aware that this type of situation can happen with your purchase.
1.3 Postal Dispatch
All purchases made at SALEPOINT are international, leaving our distribution center outside of Brazil, they will be subject to this fee. As stated in topic 1.2, this fee is the customer's full responsibility.
1.4 Express Delivery
When you buy at SALEPOINT you are guaranteed a freight with estimated delivery below the average offered by the competition. This shipping option was selected to generate a better shopping experience for our customers.
1.5 Express Delivery with Secure Delivery
Express Delivery with Secure Delivery is the ideal way for you to have your order shipped. In addition to the shorter deadline for receiving your purchase, you have full protection against any obstacles during the entire shipping process. For more information on Delivery Insurance, check item 4.
2. Order Tracking
The products will be sent by the Post Office or another carrier and there will always be a Tracking Code that will allow the customer to track the progress of the delivery. SALEPOINT is committed to instructing the customer on how to track products. The Tracking Code will be sent to your email after the order is shipped.
3. GENERAL CONDITIONS
3.1. Cautions with Addressing Orders
SALEPOINT will arrange to ship the products to the address you request. Therefore, so that there are no problems with the delivery of your order, we ask for full attention when filling in the address where you wish to receive your order.
3.2. Absent Recipient
Make sure there is someone at the address to receive your products during scheduled delivery times. The Post Office makes three attempts to deliver the products. If there is no one at the address to receive the order in any of them, the package will be taken to the post office closest to the address. In this case, it will be necessary for the recipient of the package to pick up the package at the post office, as soon as possible. Thus, returning to the sender, for the product to be delivered, a new purchase must be made, as the product is lost on return and SALEPOINT does not recover this product.
All the details related to the delivery attempts, as well as the address of the post office at which the recipient should pick up your package in case of absence from the address, are recorded in the order tracking, which can be followed on the post office website, using the tracking code provided by SALEPOINT.
3.3. Incorrect or Incomplete Address
The responsibility for filling in the address correctly rests with the customer. In case of incorrect or incomplete filling, as determined by the Post Office, the package will be sent back to the sender. In addition, in these situations the three delivery attempts will not occur, which is customary in cases where the recipient is not found. In addition, as the purchase is to be taken back to China, the local Post Office informs that it has no obligation and does not guarantee delivery of the product to the sender. In this way, the customer's error results in a loss for the store and, therefore, a new purchase must be made for the product to be delivered. In this situation, the customer loses the right to refund, because it was his mistake that caused the problem of shipping and return without guarantees to the store.
4. Secure Delivery
We guarantee that our customers can choose the protection of insurance delivery when the purchase is made. For purchases that are not protected by insurance delivery, the package is protected against losses and losses that may happen before the purchase arrives in Brazil. Once in Brazilian territory the responsibility, in case of any obstacle in the delivery process, will be the customer's responsibility. Purchases that have the protection of delivery insurance, acquired at the time of purchase, will be monitored and protected throughout their shipping process: from our distribution center to the customer's home. If there is a problem with delivery and your product is lost, lost or stolen, just contact our Customer Service to request the resend or refund of your order.
CONSUMER RESPONSIBILITY
If your order is not delivered due to a problem related to the customs process, we will do a study on your case to find the best solution on your order.
If your purchase has an attribute that prevents delivery in your country, such as a battery or the like, due to restrictions of local legislation, the responsibility will be the customer's and not the store's.
If you decide to import a product that has a technological feature that has any restrictions due to local law, the responsibility for this type of impediment rests with the consumer even before making the purchase at our store. If your purchase is stopped at any point by the local inspection, we do not offer any compensation, as the consumer must know about the laws of his country and the regulations on imports.
Another case where the customer is responsible is regarding the import license. If it is needed in your country and you do not have it and still purchase from us, we have no responsibility for refund or delivery of the purchase. The customer is responsible for being aware of any regulations regarding imports and other situations that may interfere with the purchase or delivery process.
All fees related to import, Tax on Financial Operations (IOF) and other fees or charges related to customs 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 at the Post Office and it is not carried out by the customer, so that you refuse to withdraw or pay the applicable charges or refusing to receive the order when it is delivered to your address , we do not offer any compensation.
We make it clear that after leaving our distribution center, in this case, the order is dispatched, transportation is the responsibility of the outsourced logistics company. In this part of the delivery process, the ownership of the purchase already from the buyer, this means that all associated responsibilities and risks in transport are the buyer.
The delivery of the product may be affected by several factors that are beyond the control of SALEPOINT and may influence the delivery deadline of the purchase, since, from the moment the purchase leaves our distribution center, after confirmation of payment, we advise that if the purchase is made as a gift or intended to be used on a special occasion, be made in advance.
Posting and delivery times will be based on working days from Monday to Friday. In case of important holidays, such as Chinese Lunar New Year or Christmas, we inform you that there may be a delay in relation to the estimated delivery time. During this type of event, we will inform our customers about these situations, so that they are aware of the potential delays.
Customer conduct
SALEPOINT has a total willingness and commitment to seek the solution to all problems or situations that may occur with purchases, in order to generate greater satisfaction to our customers. All of this in a professional way, with all respect and education. Thus, we expect our customers to give the same kind of treatment to our employees who work in customer service. We do not tolerate any kind of aggressive, rude or disgusting content with our team.
Behavior that is not considered acceptable and is directed to our service team or SALEPOINT, which can be framed in the following situations: Aggressive, threatening, abusive or even pejorative behavior. Other attitudes, such as: any type of direct or indirect threat in any communication, language that sounds intimidating, verbal or personal abuse, sexist, racist, xenophobic, homophobic, derogatory or rude comments also considered inappropriate. Statements that serve to ignite other customers, profanity or even baseless allegations will fall into the same group of offenses.
In case the client continues with this behavior even after the search, by our team, of a reasonable and correct solution available for the situation according to the rules of the site. Requirements for our team that break the rules established in company policies, for example, cases of reimbursement, delivery times, compensation or the like, who, likewise, seek a solution that is beyond our reach or that may break with our practices or policies. Change the reason for a complaint or expected result, whether total or partial, of a clear answer having been submitted by our Customer Service.
Uncompensated volume of complaints, which are not applicable in relation to the purchase price. This type of behavior can generate formal warnings and notifications about: "Your message is considered offensive, threatening, abusive and is considered completely unacceptable".
Clients should refrain from this type of language, threatening or intimidating behavior. If the client persists in this practice, conversations and attempts at resolution will be terminated. SALEPOINT reserves the right not to accept further orders from the customer in the future, without any prior notice, by continuing the condemnable behavior.
COMMON QUESTIONS
1 - Can I trust that I will receive my purchases?
SALEPOINT bases its work on guaranteeing the satisfaction of its customers, that's why it has a team of qualified professionals, working for 10 years in the online sales market, always valuing the commitment, respect and honesty with our customers at all times. We make it a point to make clear and express all information about the purchase and delivery process of the products. Transparency is our greatest commitment, so we are always ready to clarify any doubts through our call center and willing to do everything so that your order is delivered to your hands, safely and on time.
2 - Can I follow 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 in your registration email. Just go to the Correios website and access the "Inquiry and Requests" area and then click on "Object tracking". All information and updates about your delivery will be on this page and are the responsibility of the Post Office.
3 - My purchase has been stopped in "verification by the IRS for a few days without movement. Should I be concerned?
No. Any product that enters Brazil needs to be verified by the IRS. This procedure is standard and provided for by law. Due to the high demand, it may take a few days for your package to go through this process. Right after verification, it will be sent to the Post Office distribution center, so that it is delivered to you as soon as possible.
4 - Between the day of my order and the arrival of my purchase, I changed my address and will not be at the address provided for delivery. What do I do?
We understand that this can happen and we are here to reassure you. To receive the purchase it will be necessary for the new resident to receive the purchase for you. In this case, unlike the case of an absent recipient, where the purchase goes through three attempts to deliver the Post, if the postman is informed that the recipient has moved, the purchase will be returned to the sender. That's why we ask that you follow the progress of the purchase with your tracking code. If the purchase is returned to the sender due to a change in the recipient, a new product will only be sent with a new order and payment.
5 - I tried to track my order and that I saw the package was not found in the postal flow of the post office. What does that mean?
This can result in delayed delivery. This notification indicates that the Post Office has not yet found the package registered with its tracking code amid the orders received by them. This process can take a few days. Once found, the package will be sent to the Post Office nearest you, and then delivered.
6 - Can I change my shipping address?
Yes, but we have a condition. In order to carry out this address change operation, we only have the purchase separation period after payment confirmation. It is a short period, but only then, we can change the address and maintain the delivery time provided at the time of purchase.
7 - How soon will I receive my purchases?
Our estimate is that you receive your purchases between 20 and 30 business days. This period can be extended up to 90 working days, depending on the location and logistics of the Post Office. We remind you that the whole process can be accompanied by your Tracking Code.
8 - I bought more than one product in the same order but only received part of them. This is normal? Will the other products be delivered?
It can happen and you don't have to worry. The products can be from different suppliers and therefore they will have different tracking codes for each supplier. In this case, deliveries can be made at different times, as there is the possibility that packages can be released at different times by the Federal Revenue at customs.