Términos y condiciones de envío
TERMS AND CONDITIONS
The conditions imposed by the selected parcel service will prevail over these terms. It is understood that Pingüino is fully excluded from any incident or anomaly of the provider's services, and, if applicable, will be protected by these terms.
Your package will be delivered to the destination entered when you generated your shipping label.
In case of absence at the indicated destination address, or if physical delivery of the package is materially impossible due to its weight and/or volume or the nature of the property indicated on your package's label, the package will be returned to a branch of the Parcel service you chose.
INTERNATIONAL TAXES
When making international shipments, the customs of the destination country will impose customs fees, import duties, taxes, and other levies on international orders, as applicable. These additional taxes are customs controls completely unrelated to Pingüino, so it is the user's sole responsibility to pay them.
If the recipient does not accept/want to pay such customs taxes, the following scenario will proceed: the package is returned to the origin address and the customer is obligated to pay the total shipping and return taxes, plus the amount equivalent to the return label.
You should keep in mind that the collection and control of these charges and tariffs do not depend on Pingüino, but on the government of your shipment's destination country, so you accept that it is your complete responsibility to inform yourself and ensure the customs fees to be covered in your package's destination country before generating the shipment.
INSURANCE
Pingüino establishes that, in order to complement the service provided to the customer, the latter may acquire additional insurance, if desired, which will apply in case of any damage or loss of the product during its shipment through the parcel service of their choice.
It is essential to clarify that Pingüino is an intermediary company, so the payment of the additional insurance acquired by the customer does not depend on us, but exclusively on the parcel service.
The customer must contact us directly via email, within twenty-four hours of the incident, to begin the claims process.
A ticket number will be assigned, and the customer will be instructed on the documentation to be submitted/kept within twelve hours for the parcel service to analyze their case.
Notwithstanding the foregoing, the customer acknowledges and accepts that it will be the parcel service that analyzes the evidence and determines if they are entitled to the insurance payment in question, releasing Pingüino from any responsibility.
In the event that the parcel service's decision is favorable, Pingüino will pay the customer the shipping cost.
Photos of the package in case a claim is required:
- As it was delivered to the parcel service.
- How the product arrived at the selected destination.
NOTE: For the process to be valid, it is essential that the date of the invoice to be claimed is prior to the shipping date and not older than twenty-one days.
You agree that Pingüino is not responsible if any of the mentioned events occur. Pingüino is not responsible for damaged, stolen, lost products, or for losses that are a direct consequence of the carrier or any other governmental agency (in case of inspection by authorities on roads, such as highways and transport, etc.).
Important information:
- The customer has forty-eight hours after receiving the package to notify Pingüino of any damage to the item.