Shipping
Tierra Callada ships to Continental US through UPS Ground and USPS Ground Advantage. You can choose between the two options, when you pay for the shipping cost. We also send to Alaska, Hawaii and Puerto Rico, with USPS Ground Advantage.
Tierra Callada will send the products from its distribution warehouse in New York, whose final destination will be the address that the buyer establishes. It is essential that the address is complete and accurate: Tierra Callada will not be responsible for a successful delivery if the address is not adequate, contains inaccuracies or is not sufficiently complete.
Perishables (ibéricos)
Our perishable products, ibéricos, are vacuum sealed and shipped with ice packs and a cooler or insulated foil bag.
During the cold season (from October to March) we are able to reach most of the country quick enough to deliver in perfect conditions. During the warmer months (from April to September) we will just delivery to the areas we are able to reach in max 2-3 days of shipping time. You can see the map below.
Also, during the warm months indicated (April to September), when the order contains ibericos, we will just ship on Mondays and Tuesdays to guarantee the order avoid no business days that can delay the delivery.
Timing
Once the order’s payment is accepted will pass a maximum of 2 business days until the order is on carrier hands. An email will be sent to the address to inform you about that, which will include a tracking number of the shipment.
From that moment, check the estimated UPS Ground shipping time in the following map, or go to the map in UPS website:
And the USPS Ground Advanatage (slightly slower depending on the destiny). The map on their web here:
Cost
The shipping costs will be specified during the purchase process, always reflected before the final payment.
Anyway, all the orders above 120$ will be reward with free shipping and they will be sent with UPS Ground or USPS Ground Advantage.
The purchase order will be available at shop.tierracallada.com (hereinafter "the web"), once the payment is confirmed. You can check them on the link: Order history and details.
Each delivery is considered done once the customer gets the product from the carrier, materialized by the control system used by the carrier. It is up to the recipient to check the order at the time of delivery and then make all reservations and claims that appear justified, including the possibility of rejecting the package, if it had been opened or if it has obvious signs of deterioration.
Returns
Customer satisfaction is very important to us. If you are dissatisfied with your product you may request an exchange or refund within 15 calendar days from the date of purchase. We will send you a return label and issue a refund based on the condition of the returned product/s as follows:
- For a 100% refund, the product/s must be returned to us in their original packaging, unopened and with seals intact.
- For orders placed in error, a restocking fee of $9.95 will be charged to exchange the product if within the 14 calendar day return window.
- If the product/s have been opened, we will subtract a processing fee equal to 25% of each returned product’s price.
- If 14 days have passed since you were issued a return label, and the return label’s tracking number lists no activity indicating it has hit the mailstream, your return will be cancelled and no refund will be provided.
Any refunds will be issued to the original payment method unless store credit is requested. There is no benefit or detriment to either refund option.
For product that has been damaged during transit, please provide a photo and description of the damage and email us.
All incidents or claims should be sent to Tierra Callada by email to the address shop@tierracallada.com