FAQ

FAQ

Order

Payment Shipping Returns My Account  

Frequently Asked Questions (FAQ)

Order

How can I place my order?

  • Choosing the product to be purchased, do the following:
  • Click the "Add to Cart" button for the product.
  • Choose or delete the number of products you want.
  • If the quantity of chosen products is available
  • The total amount of the product will appear

When is my order processed?

  • Your product will be processed within 1-2 business days after purchasing the product.

Where is my order?

  • Once your order is shipped, Princesa Inca® will send you all the shipping information with:
  • Confirmation of the Tracking Number of your product.
  • The shipping carrier of your product, where you can track it according to the company used.
  • The company link so you can search for information about your product.
  • In the event of a delay, please send an email immediately and our customer service will contact you.
  • In case an order has been delayed for more than ten days, and you want to know the status of your order, send an email immediately to Contact Us and they will contact you.

Can I Cancel or Modify my Order?

  • Please, contact Princesa Inca® immediately at Contact Us
  • No order can be modified or canceled once the shipment has been made. Otherwise, it would have to be a return (if after receiving it, you decide not to keep the product) you would have to bear the cost of shipping and return.

Price errors and order cancellation

  • Princesa Inca® reserves the right: To cancel an order at any time before it has been sent if one or more of the conditions applies:
  • If the credit card is rejected by the financial institution.
  • Due to product price errors.

Payment

What forms of payment do you accept?

  • Different types of payment methods are accepted:
  • Credit cards: Visa, MasterCard, American Express, and Discovery.
  • PayPal.

When will I be charged for my order?

  • When using a credit card or PayPal, your order will be charged when you click the "Submit Order" button.

Do I have to pay sales tax

  • Yes, the customer will pay sales tax on orders shipped within Florida. Therefore, sales tax will be charged on all orders shipped to Florida-USA of 7%. If you are required to pay a sales tax on one or more items, you will receive a notice during the process before making the payment.

Is my transaction secure?

  • Yes, it’s safe. All orders are accepted through a secure server (SSL) with the highest security level of encryption of Shopify Payment, using the latest security and data encryption technologies to ensure that all customer payment information remains private. Buying online through the server is one of the safest buying procedures.

Is my credit card information saved?

  • No, it's not saved. Your transaction details are processed through Shopify Payment, and we never store your credit card information.

Shipping

How much does shipping costs within the united states?

  • The cost will be at the price indicated in the shipping section, it can also be seen in the check out page.

How much does shipping cost for international orders?

  • It will appear on the check out page.

How long will it take my order to arrive?

  • It will be indicated at the time of placing the order, normally it takes 3 to 5 business days for shipments inside the United States.

Do you ship to PO box addresses?

  • Yes. Most orders with First Class Mail and Priority Mail can be shipped to PO Boxes, while orders shipped through the Express Mail Service, a physical address is required.

Do I have to pay fees on my order?

  • When it is within the United States No. When it is international, it depends on the regulations of each country. Princesa Inca® will cover all import "Duty Taxes" for customers in the United States.
  • International orders may require the recipient to pay the fees upon delivery. The brand is not responsible for import charges, taxes imposed by the courier, and/or local government on orders delivered to countries other than the United States.

Returns

What is the return policy

  • All returns must have an RMA (Return Merchandise Authorization) number, request it with us.
  • Princesa Inca® guarantees 100% customer satisfaction.
  • Items must be returned within 30 days of receipt of the items.
  • The products must be returned in their original packaging, unused, with the  attached labels, and in the same conditions in which they were received.
  • They are excluded from the guarantee: The damages derived from accidents or inappropriate use of the piece.

What if my item arrives damaged or incomplete?

  • If your item has arrived damaged or incomplete. Send us immediately an email with a photo of the article providing us with all the details that may be on the situation to Contact Us.
  • All products go through quality control before being shipped, to ensure that the customer receives their order in perfect condition.

When will I receive my refund?

  • You will receive your refund in 2-3 business days, after having received the order, the credit will be issued for the returned products, after receipt of the returned merchandise.
  • If the refund is issued to a credit card, depending on your credit card company, it may take 3-5 business days after your credit is applied for funds to appear in your account.

I have not received my order? ¿Lost?

  • If you have not received your order and want to verify its status, contact us on Contact Us.

My account

Can I buy a product as a guest?

  • Yes, you can buy a product without creating a Princesa Inca® account. At the time of payment, you only have to select the Guest option.

My mailing address has changed. How do i update my account information?

  • To update your email address do the following: Visit the website www.princesainca.com and click on "My Account" in the upper right corner of the page. Enter your email address and password. In account information, select "Change email" and enter your new email address.
  • Please check your current password at the bottom of the page and click "Update Now".
  • Your email will be updated. With your princesainca.com account, you will have access to the following information:
  1. Your account information.
  2. Your order history.
  3. Process a return.
  4. Your wish list.
  5. Your email subscriptions.
  6. Your discount coupons.

    How do I get disabled from any of your mailing list?

    • To unsubscribe from the mailing list, please send an email to Contact Us and one of the customer service representatives will unsubscribe.
    • Your email address is requested to send you your order confirmation and order summary, as well as provide you with information and updates. It is also used as the primary form of contact if there is a problem with your order.
    • Your information is not sold to third parties, and only your email is used to send you the order updates. If you don't sign up for the email list, no promotional emails will be sent to you.

    How do I use my coupon code?

    • At the time of Check-Out, the discount coupon enters