Shipping policy
TERMS AND CONDITIONS
Thank you for your purchase from Doña Guille USA.
By placing an order through this website, you acknowledge that you have read, understood, and agreed to these Terms and Conditions, our Shipping Policy, and our Return and Refund Policy.
ORDER PROCESSING AND SHIPPING
Orders are processed and shipped within approximately 5–10 business days. Business days do not include weekends or holidays.
Once your shipping information has been processed, you will receive an email containing your tracking number. Please allow up to 48 hours for tracking information to be sent or updated.
Tracking emails may occasionally be delivered to your spam or junk mail folder. Customers are responsible for checking these folders if the tracking email is not found in their primary inbox.
The tracking number allows customers to follow the progress of their shipment and view the estimated delivery date provided by the shipping carrier.
USPS is the primary shipping carrier used for orders placed through this website. Shipping rates are based on applicable carrier costs and available shipping services.
Delivery dates shown through tracking are estimates provided by the shipping carrier and are not guaranteed by Doña Guille USA or Erika Guty Inc.
SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate shipping address when placing an order.
Doña Guille USA and Erika Guty Inc. are not responsible for delays, failed deliveries, or packages delivered to an incorrect address when the shipping information provided by the customer is incomplete or incorrect.
Customers are responsible for carefully reviewing their shipping information before completing their purchase.
Once an order has been processed or transferred to the shipping carrier, Doña Guille USA and Erika Guty Inc. cannot guarantee that the shipping address can be changed.
LOST, STOLEN, OR MISSING PACKAGES
Once an order has been transferred to USPS, Doña Guille USA and Erika Guty Inc. are not responsible for packages that are lost, stolen, or marked as delivered by the shipping carrier but are claimed as not received.
Our packages are shipped with insurance.
Claims involving lost or stolen packages, as well as packages marked as delivered but not received, must be submitted directly through USPS at usps.com.
USPS will investigate and evaluate the claim and will make the final determination regarding the case.
Filing a claim does not guarantee approval or reimbursement.
Doña Guille USA and Erika Guty Inc. do not control USPS investigations, claim decisions, or reimbursement determinations and cannot guarantee the outcome of any claim.
DAMAGED PACKAGES, SPILLED PRODUCTS, OR LEAKED PRODUCTS
Doña Guille USA and Erika Guty Inc. are not responsible for packages damaged during transit or products that spill or leak while in the possession of the shipping carrier.
Our packages are shipped with insurance.
Claims involving damaged packages, spilled products, or leaked products must be submitted directly through USPS at usps.com.
Customers must retain the original shipping package, shipping label, box or mailer, packing materials, damaged products, spilled or leaked products, and any other relevant evidence.
USPS may require photographs, documentation, or physical inspection of the package and products as part of its investigation.
Customers must not discard the original shipping package, shipping materials, damaged products, spilled products, or leaked products until USPS has completed its investigation and made a final determination regarding the claim.
USPS will determine whether a claim is approved or denied. Filing a claim does not guarantee reimbursement or replacement.
Doña Guille USA and Erika Guty Inc. do not control USPS investigations or claim decisions and cannot guarantee the outcome of any claim.
USPS AND SHIPPING CARRIER RESPONSIBILITY
USPS is an independent shipping carrier and is not owned, operated, managed, or controlled by Doña Guille USA or Erika Guty Inc.
Once a package has been transferred to USPS, the transportation, handling, routing, tracking updates, and delivery of the package are performed by the shipping carrier.
To the extent permitted by applicable law, Doña Guille USA and Erika Guty Inc. are not responsible for loss, theft, transit damage, carrier delays, delivery errors, products spilled or leaked during transit, or packages marked as delivered but claimed as not received.
Claims involving lost, stolen, damaged, spilled, leaked, or delivered-but-not-received packages must be submitted directly through USPS at usps.com.
Customers are responsible for following the USPS claim and investigation process and providing USPS with any evidence or documentation requested.
The final determination regarding a USPS shipping claim is made by USPS.
MISSING OR INCORRECT ITEMS
Customers are responsible for inspecting their order immediately upon delivery.
If you believe an item is missing from your order or you received an incorrect product, you must contact Doña Guille USA within 3 days of the confirmed delivery date.
To evaluate the claim, customers must provide clear photographs of all products received and photographs of the original order documents and packing sheets included inside the package.
The original order documents and packing sheets are used as part of our internal verification process to determine whether an item may have been omitted or an incorrect product may have been shipped.
Providing photographs, documents, or other requested evidence does not automatically mean that a claim will be approved.
All evidence submitted will be reviewed and taken into consideration before a decision is made.
Doña Guille USA reserves the right to approve or deny a claim based on the information and evidence available.
Claims involving missing or incorrect items submitted more than 3 days after the confirmed delivery date will not be accepted.
RETURNS AND PRODUCT CONDITION
To be eligible for consideration for a return, the product must be unused, unopened, have not been removed from its original packaging, and remain in the same condition in which it was received.
Products that have been opened, used, removed from their original packaging, or otherwise altered cannot be returned.
Personal care and beauty products that have been opened or used are non-returnable.
Items sent back to Doña Guille USA without first contacting us and receiving return authorization will not be accepted.
The customer may be required to provide a receipt or proof of purchase.
Additional return and refund conditions may apply as described in our Return and Refund Policy.
PRODUCT USE AND CUSTOMER RESPONSIBILITY
The purchase, selection, and use of any product or kit sold through this website are the responsibility of the customer.
Customers are responsible for reading and following all product labels, directions, warnings, precautions, and recommended use instructions before using a product.
Products must only be used for their intended purpose and in accordance with the instructions provided.
Individual experiences and results vary from person to person. Doña Guille USA and Erika Guty Inc. do not guarantee that every customer will experience the same results.
Customers are responsible for determining whether a product is appropriate for their individual needs and intended use.
To the extent permitted by applicable law, Doña Guille USA and Erika Guty Inc. assume no responsibility for improper use, misuse, unauthorized alteration, failure to follow product instructions or warnings, or use of a product for a purpose other than its intended use.
PRODUCT SUITABILITY AND DISCLAIMER
To the extent permitted by applicable law, Doña Guille USA and Erika Guty Inc. make no guarantee regarding the suitability of any product or kit for a customer's specific or individual needs.
The customer is responsible for the selection and use of products purchased through this website.
Individual results may vary and no specific result is guaranteed.
To the extent permitted by applicable law, Doña Guille USA and Erika Guty Inc. are not responsible for direct or indirect damages resulting from improper use, misuse, failure to follow product directions or warnings, unauthorized modification of a product, or use of a product for a purpose other than its intended use.
Nothing in these Terms and Conditions is intended to exclude, restrict, or limit any consumer right, warranty, or liability that cannot legally be excluded, restricted, or limited under applicable law.
REFUNDS, CLAIMS, AND PAYMENT DISPUTES
Customers must inspect their order immediately upon delivery.
Claims involving missing or incorrect items must be reported to Doña Guille USA within 3 days of the confirmed delivery date and must comply with the evidence requirements described in these Terms and Conditions and our Shipping Policy.
Claims involving lost, stolen, damaged, spilled, leaked, or delivered-but-not-received packages must be submitted directly through USPS in accordance with our Shipping Policy.
Refund requests, order claims, or disputes submitted to Doña Guille USA more than 3 days after the confirmed delivery date will not be accepted for missing or incorrect item claims.
Chargebacks or payment disputes involving order issues that were not reported within the applicable claim period may be disputed and appealed by Doña Guille USA and/or Erika Guty Inc.
Doña Guille USA and Erika Guty Inc. reserve the right to provide payment processors, banks, card issuers, or financial institutions with order records, tracking information, delivery confirmation, customer communications, photographs, order documents, claim documentation, and any other available evidence relevant to the transaction or dispute.
The final determination of any chargeback or payment dispute is made by the applicable bank, card issuer, or payment processor.
PRODUCTS PURCHASED FROM THIRD PARTIES
Doña Guille USA and Erika Guty Inc. provide customer service, shipping support, order assistance, and claim review only for products and kits purchased directly through this official website.
Doña Guille USA and Erika Guty Inc. are not responsible for products or orders purchased through unauthorized sellers, independent distributors, resellers, third-party websites, marketplaces, or other individuals or businesses not directly operated by Doña Guille USA or Erika Guty Inc.
Any questions, shipping issues, claims, returns, refunds, or disputes regarding products purchased from a third party must be addressed directly with the original seller.
LIMITATION OF RESPONSIBILITY
To the extent permitted by applicable law, Doña Guille USA and Erika Guty Inc. shall not be responsible for losses or damages arising from circumstances outside their reasonable control, including shipping carrier handling, transportation delays, package theft, carrier delivery errors, incorrect shipping information provided by the customer, or failure by the customer to follow product directions, warnings, or claim procedures.
The limitations and disclaimers contained in these Terms and Conditions apply only to the extent permitted by applicable law.
ACCEPTANCE OF TERMS
By completing a purchase through this website, you acknowledge and agree that you have reviewed and accepted these Terms and Conditions, our Shipping Policy, and our Return and Refund Policy.
You acknowledge your responsibility to review your shipping information before completing your purchase, inspect your order immediately upon delivery, report missing or incorrect item claims within 3 days of the confirmed delivery date, retain all required evidence, and follow the USPS claim process for shipping-related issues.
Doña Guille USA and Erika Guty Inc. reserve the right to update or modify these Terms and Conditions as permitted by applicable law.