FAQS

If you have queries about your order, you can check it here, but if you have an additional question, you can write us.

My orders

Shipments

What do I do if my order no arrive?

Please consider the following recommendations:

  • Check the confirmation email for the estimated delivery date.
  • If the estimated delivery date has passed and your order has not yet been delivered, you can contact us. Please send an email to hola@tropicalpalosanto.com with the details of your order. We will be happy to help you and inform you about the status of your order.
  • Do not forget that you can check the status of your order with the guide number that we have sent you directly on the page of the parcel.
What do I do if the product arrives incomplete?
If your product arrives incomplete, please check the product page, see that it meets all the technical specifications found there.    If you received a product that does not meet these specifications, please email hola@tropicalpalosanto.com with your purchase details. We’ll solve the problem as soon as possible.
What is the shipping cost and delivery time?

The shipping cost for Colombia is $10,000

What do I do if I didn’t receive all my products in my order?

If there is more than one product in your order and you are still waiting for it to arrive, please send it to the email confirmation you received and check the status of your order in my account.

As soon as your order is on the way, we’ll confirm you at. or you can contact us to guide you through the process.

How does international shipping work?

We are working on the international shipping process, for the moment the shipments are available for Colombia.

Coupons

How do I use my coupon?
  1. Find your product and click on the "Add to cart" button to add it to your shopping cart, you also have the option to enter it from Checkout by activating the link Click here to enter your code.
  2. Once inside the shopping cart, in the box of the product list at the bottom of this one you will find a field requesting the coupon code enter the code you have for the coupon and press the button "Apply coupon", you must enter the coupon as sent to you, without any variation.
  3. Click on "Apply coupon" and we will automatically deduct the value of the coupon from the total amount of your purchase.
  4. Finally, check that the discount has been applied correctly and click on the "Finish Purchase" button.

Remember that discount coupons do not apply to shipping costs, can only be used once, are valid for a single purchase and are non-transferable, that is, can only be used by the user to whom it was sent.

Please, it is very important that you take into account the indications that each coupon sent for its correct application.

What do I do if my coupon doesn’t work?

Please follow the following indications:

  1. Check that the coupon code is written correctly (case, lower case, and numbers are respected).
  2. Read very well the information sent to your email where your discount coupon goes (such as the purchase minimum and the validity of the coupon).
  3. Remember that discount coupons do not apply to shipping costs, can only be used once, are valid for a single purchase and are non-transferable, that is, can only be used by the user to whom it was sent.
What happens to my coupon if I cancel or return my order?

IF I RETURN MY PRODUCT

In case you make a refund for a failure or defect in the product, we reactivate your coupon so you can purchase a new product.

However, you should keep in mind that if you decide to return the product because you didn’t like it, the coupon may not be reactivated. Please check the information sent with your coupon promptly.
 

IF I CANCEL MY ORDER

If you cancelled a product that you paid with a discount coupon, the coupon will be reactivated depending on the terms and conditions of the coupon.

Please note that we will not refund any coupon value.

Where do I see my coupons?

Coupons for return or replacement or for wholesalers are sent directly to your email.

Returns

How can I return a product that I bought online?

You have up to 30 days from receipt of your order to change your item for another and request your return.

Contact us at hola@tropicalpalosanto.com or contact us via whatsapp (+57 1) +57 312 652 6579, we will inform you how to handle this process.

How do I return my product?

You should contact us as soon as possible and comment on the inconvenience, you can do it through the following means:

What is my return time for my product?

You have up to 30 days from the moment the parcel makes delivery of your product.

You must contact us and we will guide you in the return process enter our Contact form or contact us at whatsapp +57 312 652 6579

How is the process to return my product?
You must follow all indications by writing to us on the Contact page of our website or through the following means:
 
 

Refunds

How does the store refund work?

By cancellation
Once your order is cancelled, either of your own free will or cancelled due to some error in the order or lack of inventory, a coupon will be generated immediately.
This coupon will be sent to the mail with which you generated the order.

If you do not want the coupon, you can request the refund by writing to us or calling us at 312 652 6579, detailing the reasons.
The times will vary depending on the payment method.

By return
Once the product reaches us, and approves the quality control, you will be sent a credit coupon with the money paid for your order including the shipping cost, if applicable, you can use it immediately in your purchases within the store. Unless you have indicated to us at the time of making the return that you wanted us to send you an identical or a different product, we will be contacting you to confirm and provide you with the new order number.
In case you cannot make the replacement you requested of your product, we will also generate a credit coupon. This coupon will be sent to the mail with which you generated the order.

If you do not want the coupon, you can request the refund by writing to us or calling us at 312 652 6579, detailing the reasons. The times will vary depending on the payment method.

Is the refund connected to the payment method I chose in my order?

Yes,it is. refunds will be made according to the form of payment you used.

Once the cancellation of your order has been processed, or when the return of your product approves the quality control, you will automatically receive a credit coupon, which you can use immediately in your purchases.

If you do not want the coupon, you can request the refund, remember that times will vary depending on the method of payment.

How long does the refund take?

CREDIT CARD

National purchases

The reversal of your money can be seen in the virtual branch of your bank, in the Movements section on the same date your purchase was registered.

Keep in mind that this time can vary and depends entirely on the bank, we cannot speed up the process. Please contact your bank if you need more information about your refund.

International Shopping

Once you request a refund of your purchase, it may take between 1 and 2 business days to make the request; once your refund is ready we will confirm the process via email. From that moment, in a time of approximately 20 to 30 days, you will be able to see the money reflected in the card with which you made your purchase.

Please note that the additional charges generated to your account for international purchases are strictly dependent on your bank; this is due to changes in currency fluctuation relative to the exchange rate applied at the date of purchase or at the date of application of the payment. Likewise, the issuer of your bank account or credit card is in charge of generating the payment either in Colombian pesos or dollars.

EFECTY

The refund will be made in a maximum time of 48 working hours after you provide us with your account details, you will receive an email to notify you. Thereafter, the money will be reflected within the next 3 business days.

When is the refund generated?

This will be generated automatically once the cancellation of your order has been processed, or also when the process of returning the product of retraction meets the requirements established within the store. At that time you will receive an email with the credit coupon code that you can use immediately in the purchases you make in tropical palo santo. If after a cancellation, refund or refund process you have not received any mail please contact us through our service channels:

How do refurns work for other countries?

Refunds at international level will be made according to the form of payment you used.

Once the cancellation of your order has been processed or when the return of your product approves the quality control, you will automatically receive a credit coupon, which you can use immediately in your purchases.

If you do not want the coupon, you can request the refund, remember that times will vary depending on the method of payment.

Payment methods

What are the payment methods offered by the shop?
The store has the ePayco payment gateway.   Once you complete the data for the purchase and press the Pay button in the store you will be redirected to epayco where you will be able to carry out the transaction securely your purchase. Eypaco offers you several ways to pay for your purchase choose the one that best suits you, has multiple online payment means, cash and bank transfers.
  • Credit Card: Visa, Mastercard, Amex, Diners Club ,Credential.
    Savings and Current Account / PSE: PSE Payments Button.
  • Davivienda Bank: Daviplata , Davipuntos, Own Credit Card
  • Cash: Efecty ,Baloto , Win , Red Point , Red Servi
  • Next: Exito Card , Red Mobile, Tpaga Wallet
Is it safe to pay online at the store?

Yes, it is. the payment gateway we implement is 100% secure with the highest standards of security technology and availability.

What do I do if my credit card payment doesn’t work?

If your credit or debit card does not work you should contact your bank to tell you about possible problems with your card.

How can I buy?

How can I make my purchase?

Find your product using the following options in our shop.

  • Select the product to buy from "Add to cart" to add the product to your shopping cart. If you want, you can continue browsing the page and add more products to your cart.
  • On the button see my cart, you can see the products you have already bought in the section of my shopping cart you can , make the following options: Apply coupon if you have one, see subtotal of the purchase, the shipping fee(you can select the link Calculate shipping, selecting the country, city, shipping address when clicking on update the inserted values are updated) and total. and finally when you have the data the Finish Purchase button is selected to move to the payment and processing of the purchase.
  • Once you have selected the button to finish buying it will take you to the Checkout, if you have not yet registered on our page, you will have to fill some fields with personal data, You must also enter the address where your order will be delivered.
  • If you are already registered, just enter your email and password to sign in; when you do, your data will be automatically filled in. Here you will find two sections.
  • Billing detail:
    • Your personal data such as name, surname, Country, Your shipping address: If you have already purchased with us, the last address used will appear and place the corresponding data. , if you want to register another shipping address you can check the box send to a different address.
  • On request when you select to process payment will show you the detailed summary of your order, which will be recorded( products, subtotal, shipping cost and total. Further down in this same section the Payment Method will be shown: If you have already purchased with us, the last method used will appear. Choose the payment method that suits you best: credit card, payment by bank deposit, payment at Efecty or payment by delivery, according to the payment method that best suits your purchase.

Verify that all fields are complete with the correct information: shipping address, payment method and, if applicable, billing address and coupon code if you have it. Finally, click on the button activation and knowledge will all the policies and terms of purchases that will be found in the end of the section, already revised all these data selecting Place order will process your purchase.

The page will redirect you to the ePayco gateway. where you can process the payment of the purchase, Once your order is validated, you will receive an email with the confirmation of your purchase.

How do I remove a product from my shopping cart?
  1. From the main menu of our shop in the shopping cart you can check the products you have chosen for the purchase and right there you can remove the items you want to remove from the shopping list. Locate the product you want to remove and click on the "X" that appears on one side of each product.
  2. You can also perform that procedure by entering directly to the page my cart you can also delete them from the list of products, locating the product you want to remove and clicking on the s.y. that appears on the side of each product.
How do I get registered?

To register in our store you must follow the following steps:

  1. Click on the link to my account.
  2. Enter your email to which we will send you a password so you can activate your account within our store.
  3. Click on the button "Register".

And you’ve just created your account Welcome to Tropical Palo Santo! , log in and check everything related to your orders in our online store.

How do I update and/or modify my data?
To update your account details you must login to My account in our store and by placing the left side menu in the link account details you can edit your personal data (First name, last name, visible name, email and custom password change) by pressing the "Save changes" button and the changes made will be recorded.

In the link addresses you can edit the billing and shipping data for your shipments. By default the data you have entered in your first purchase within our store is activated.

And in the link Orders you can check ( The order number, date, total status and actions like see details and invoice) of all the orders you have generated within our store, you can also access the invoice of each of them in the button Invoice

When you press Log out to close session in the shop.

How do I log in to my account?

Whenever you enter the Tropical Palo Santo Store you can access your account by clicking on the link My Account located at the bottom of our online store links section.

Once inside the page, enter your email and password.

Can I change my email?

Yes, you can change your email once you have entered your account in the link Details my account updates your new email as well as other data.

How can I recover my password?

Log in My Account Shop by clicking on the Forgot Password link? you will be redirected to the page where you can reset the password, once there we will guide you in the recovery process, enter your username or email. You will receive a link to create a new password by email. 

How do I remove my account?

If you want to delete your account, please send an email to hola@tropicalpalosanto.com. We will help you delete it.

Do not forget that once we delete your account, you will not be able to recover your information, as everything will be removed from our system.

If you do not want to receive our emails but want to keep your account, write us as well.

Buyer protection/ customer protection

quality of products

We respect the natural process and life cycle of the Palo Santo tree, without damaging a branch, without stepping on a flower along the way, seeking to maintain its pure and natural state at the time of collection, storage and shipment.

Buyer protection/ customer protection
For Tropical Palo Santo the most important thing is that you are satisfied and enjoy our products. To guarantee the security of all your purchases we offer the Buyer Protection, which includes: Terms and Conditions of Use, Conditions of Access and Use, Liability, Privacy Policy, etc.
Protection of the Privacy
The use of your personal data is done in strict compliance with Law 1581 of 2012 and its Regulatory Decree 1377 of 2013, as well as our Privacy Notice. See our privacy policies in Terms of Use
 
 
How does the warranty work in the store?
Through our online shop we become a digital bridge for you to receive all the freshness of Palo Santo, either for your personal use or to be sold in your city or country through wholesale orders. Our product is 100% natural and we fully guarantee all its benefits.

Reviews

What is and what is a review for?

These are comments that our users have made about the product they have bought. They are totally reliable, as each user freely expresses their shopping experience.

Rating the service the quality of the products allows us to have effective feedback. When you are the one who buys a product, help us in the same way: writing your own review.
 
 

Who can write a review?

You can write your own reviews if you are already registered and have made at least one purchase with us. Please remember that you can only post one review per product.

What items can I use to write a review?
Describe your shopping experience. Thus, we can know what we are doing right or wrong and improve our service; in addition, you will help other users to make their own purchasing decision.
 
 
How do I write a review?

You can write your own reviews if you are already registered in the store and have made at least one purchase with us. Please remember that you can only post one review per product.

  1. Once you have entered to your account, in the page of each product, in the tab Reviews, You can generate the review for the product remember that only registered users who have bought this product can make a valuation.
Where can I see the published review?

On the Reviews tab at the bottom of the product page, you will find the comments that the buyers have made about the product and you can write your own review.

I already wrote my review but it’s not published yet

All notices must be validated, therefore they cannot be published immediately.

You can refuse a review:

Reviews can be positive or negative. However, out of respect for all our clients, we ask you to consider the following points that could cause your review to be rejected:

  • Offensive content.
  • Personal information.
  • Information on the competition.
  • Information not related to the product.
  • Any kind of question.
  • Comments related to piracy.
  • Answers or comments on other reviews.
  • Comparison with other sites or stores.
  • Comments in a language other than Spanish.