Shipping and Delivery Policy

Responsibilities

It is crucially important that Pueblo de Barro has a valid and correct shipping address to deliver customer orders. This information is filled out by the customer at the time of order. It is the customers responsibility to enter the proper shipping address information into the required shipping fields. It is also the customers responsibility to check the shipping details before submitting the order. It is the customers responsibility to have orders delivered to a location that they know is secure for the receipt of packages. It is Pueblo de Barro’s responsibility to accurately relay your shipping information to the fulfillment center, and carrier. We will rely on the information that you enter.

Lost Order and Inability to Deliver

If a customer has entered incorrect, incomplete, or illegible shipping information orders may fail to be delivered, or may be delivered to someone else. If your order is delivered to an incorrect address because of inaccurate shipping information you provided and is lost, or not able to be retrieved and delivered to you, then Pueblo de Barro is not responsible for your loss. If your order is unable to be delivered because of incorrect shipping information as recognized by the carrier it will be returned to the fulfillment facility that it originated from. You have 7 days from the day it was unable to be delivered to correct your shipping address and get the order shipped back to you. Pueblo de Barro will send you an email notifying you of the inability to deliver.

All orders shipped will come with tracking information. If you entered the correct shipping information and you believe your order has been lost in transit then please reach out to us at shop@pueblodebarro.com so that we may assist you. We will check the tracking link from your order notification, and if your order has not arrived and it is past the expected delivery date and there is little or no entries in the tracking log then it is possible your order was lost in transit. If there are entries in the tracking log for shipping then we will advise you to wait a little longer to receive your order. If the tracking log reflects little or no activity then we will reconfirm the address you entered at the time of the order. If the address is incorrect the order will have been sent back to the fulfilment facility and you have 7 days to provide the proper shipping information. If your correct and complete address information was provided we will open a problem report with the shipping company.

Please note “Wrong Address” and “Unclaimed” are also covered under our “Returns Policy”.

Delivered but not Received

There may be some cases where you have entered the correct and complete shipping information and your order tracking shows the order has been delivered to the address you provided and you have not received your order. If this occurs then Pueblo de Barro does not provide refunds for orders lost due to theft. It is your responsibility to have your orders delivered to a secure receiving location. If the unreceived order is due to carrier error then we will open a problem report with the shipping company and will notify you of the results.

Charges and Fees Associated with Shipping

It is the customer’s responsibility to pay all costs associated with shipping of their orders. This includes but is not limited to cost of shipping, cost of reshipping, and costs related to customs fees if the order has to be shipped across international borders. If a customer order is returned to us because of an inability to deliver by the carrier it will be held for a 7 day period. There is no charge for holding your order at our location in this instance. However, you will be responsible for the charges to reship your order. If your order has to ship internationally all shipping fees will be charged to you including customs fees. Customs fees are assessed by the country to which the items are shipped. The government of the country where the items are shipped is the entity that will assess any fees. These fees are beyond our control and we must pass this cost along to the customer.

If you have any questions regarding shipping and delivery, please send us an email to shop@pueblodebarro.com.

Delivery Time Frames

The delivery time of your order is based on where you live as compared to the order fulfillment facilities we use. As a general guideline here are some estimated times that it will take to receive your order:

Within the state of Texas: 3-5 days

Other places within the USA: 7-14 business days