Q: HOW LONG DOES IT TAKE TO RECEIVE MY ORDER?
(A): Once your order is placed you will receive an order confirmation message. That message includes your order number and also informs you that orders typically take between 7 to 10 business days (after they leave the warehouse). Package arrival time depends upon where you are geographically located. In laymen's terms, 7 to 10 business days usually means 1 to 2 weeks (though in many instances orders arrive earlier). If your order does not arrive in 7 business days, please do not panic and remember to refer back to your confirmation order summary as a reminder.
Q: DO YOU SHIP INTERNATIONALLY?
(A): Yes. When you're ordering, there will appear options to ship to Europe or your respective country. Also, PuertoRicoFoodForest is NOT held responsible for any packages that are lost, stolen or not permitted to enter your country due to your country's customs' department. Please be advised prior to ordering. Once the product leaves our facility and we provide tracking information it is no longer our responsibility to ensure that the package will arrive. Customs and Border Patrol agencies reserve the right to detain packages for reasons that they deem valid. PuertoRicoFoodForest has no control over customs or border patrol agencies. If your package is detained, lost or stolen it is a risk that you take and should be taken up with your respective country and/or the mail courier service that was used to ship your product. Buyer Beware.
Q: I PUT THE WRONG ADDRESS ON MY ORDER
(A): This is a common issue when purchasing. If you enter an incorrect address on your purchase order and you reach us within 20 minutes of purchasing your order, we can most likely catch the mistake before it ships. However, if you enter an incorrect address and it's after the 20 to 30 minute point, you will have to re-order. PuertoRicoFoodForest will not be held responsible for replacing any orders due to customer address data entry errors. Thus the customer must re-order at their expense. Our orders are automatically processed electronically and prepped quickly for shipping which generally results in an order that is packaged and sent out to our couriers rapidly. It is virtually impossible to have our staff attempt to locate an order (in a pile that is prepped to be shipped via FED EX, DHL, USPS or UPS) after the order has been processed. The only potential exception to "maybe" catching your order in time is if your order is placed between late night 10 pm EST and 7 am EST which are non-work hours. If you have made an error on your address and happen to catch within the 20 minute mark please send us an email to firstname.lastname@example.org All other address errors will have to re-order.
Q: I DIDN'T RECEIVE MY ORDER
(A): Please be advised that ordering from PuertoRicoFoodForest enters you into a 3rd party contract (with the respective mail courier). PuertoRicoFoodForest is not responsible for any lost, stolen or undelivered packages once they leave our facility. We will provide you the tracking information for your order to better anticipate its' arrival. If your order gets lost, stolen or undelivered it is NOT the responsibility of PuertoRicoFoodForest to replace the order, provide refunds for the order or contact the courier on your behalf. The responsibility to contact the mail courier to resolve the matter will be upon the customer. The customer will need to contact the courier and file a claim with the respective courier. If you need any assistance with contact information for the courier we can certainly assist you with that aspect. But we are NOT RESPONSIBLE for your order once it leaves our facility unless a product is shown to be damaged prior to leaving our facility. In which is a different case that we can resolve. Buyer Beware.Q: MY PRODUCT WAS DAMAGED WHEN I OPENED IT(A): No worries, we've got you covered. Simply send us an email to email@example.com with a picture of the damaged product. (ie) activated charcoal packet that spilled inside of the mailing envelope and damagedall of your other products. Once we have the proof and have reviewed your case we can proceed in getting you a replacement for your product purchase.
Q: I WANT A REFUND I DON'T LIKE THE PRODUCT
(A): Because of the nature of our business we do not offer refunds unless we have made an error by sending the package to the incorrect address or failed to meet a promised agreement .
Q: WAS MY PACKAGE INSURED?
No. We do not put insurance on your package. For us to ensure a package, you would have to reach out to us prior to your order and we would create a special invoice for you with specifications that you require for shipping. If your package is lost or stolen, PuertoRicoFoodForest does not assume responsibility. Buyer understands the risks associated with mail carriers and are able to file a claim with the respective mail carrier that has sent your package. If your package is left at your address and it comes up lost or stolen, PuertoRicoFoodForest is not responsible.