SHIPPING POLICIES, PROCEDURES + FAQ

A Note From The El Guapo Krewe

AN UPDATE ON COVID-19


In an effort to protect our small team and continue supporting our customers near and far, we wanted to let you know that for the time being we will be functioning under shipping delays due to COVID-19. Please do not hesitate to reach out with any questions or concerns by emailing us at sales@elguapobitters.com. We wish you, your family, and friends good health and safety during this time and we are incredibly grateful for your understanding, and support of our small business.

Orders

DOMESTIC SHIPPING

We offer FedEx, UPS & USPS Standard Ground shipping, 2-Day shipping and Overnight shipping. Orders typically arrive within 1-7 business days, depending on the service you have chosen.  Expedited shipping orders must be placed before 10:00 a.m. CST in order to be eligible to ship same-day. Standard shipping orders will ship within 2-3 business days unless otherwise noted. Free Shipping promotion is valid for Ground Shipping ONLY.
CANCEL OR CHANGE MY ORDER
If you need to cancel or change your order, please notify Sales@elguapobitters.com before 2pm EST on the date in which the order was placed. Kindly note, once you receive your final email confirmation with tracking information, we may not be able to change your order.  
ORDER DAMAGED
What if my products are damaged upon arrival? Oh No! So sorry about this! If the contents of your package were damaged during transit, we will work with you to address this issue with the shipping carrier and replace your items if possible. Please contact us right away at sales@elguapobitters.com. We must be notified of any damages upon delivery within 5 calendar days of your order being delivered.
MISSING ORDER
We are not responsible for packages that are lost or unretrievable from your designated shipping address once delivered. We strongly urge you to select a secure shipping location. If you need to make a change to your shipping address, email us at sales@elguapobitters.com as soon as possible. We can amend the address as long as the package has not left our facility, but unfortunately, we cannot reroute a package once it has shipped. In the event your package does go missing in transit, please notify us immediately and we will file a claim with the shipping carrier. Please note that you will also need to file a claim with the shipping provider as the recipient.

DISCOUNT CODES
Promotional discount codes, such as our 'WELCOME' code, may not be used on discounted or sale items. Additionally, promotional discount codes may not be combined and are subject to specific terms. For more information, please contact sales@elguapobitters.com. All discount codes are at the discretion of our team.
CUSTOM ORDERS
For custom branded corporate or wedding orders and requests, please contact christa@elguapobitters.com. Please note that there may be additional fees for custom services.
INTERNATIONAL SHIPPING
International shipments are shipped via UPS International as well as DHL Express International who provides customs clearance and door-to-door delivery service. Duties and import taxes are determined by the customs agency within the destination country. Although charges are not always incurred, assessment of duties and taxes will be based on the value of the order and the tax-free threshold, if it exists, for goods imported into the destination country. Payment of any duties and import taxes is the responsibility of the recipient, and these fees are collected at the time of delivery. ALL DHL shipments MUST include a phone number and email address, it is necessary and if not included your order will not be processed.

Standard shipping orders will ship within 2-3 business days of order confirmation unless otherwise noted. Once your international order has shipped, we estimate that you will receive your order within 3-10 business days of its original ship date. International orders may experience delays caused by customs. These notifications can be accessed through the tracking number provided in you final confirmation email.

Please note, DHL does not deliver to P.O. boxes, which means we currently do not ship to international P.O. boxes. At this time we do not offer expedited international shipping.
Returns & Exchanges
RETURNS + EXCHANGES POLICY
We are unable to accept returns or exchanges on bitters, syrups or mixers at this time unless the wrong item was received by mistake. Merch (hats, shirts, etc.) may be exchanged for an alternate size or returned for store credit. Shipping charges are not refundable.
Used products cannot be returned unless defective. We do not accept liability for shipping loss or damage of returned goods. We package all our shipments with care and ask our customers do the same when they need to return goods. Merchandise must be returned in original packaging to be accepted, otherwise we will return to sender. 

Customers are responsible for shipping costs when sending returns to El Guapo. If there is a mistake on the part of El Guapo, customer will happily be reimbursed. 

Customers who place orders during our holiday promotional periods starting in November are able to request returns until Jan 15th 

Once your return is authorized, you will receive step-by-step instructions and a prepaid shipping label via email. Domestic return labels will be deducted from your return once processed. Shipping charges are not refundable.

To be eligible for a return or exchange, merchandise must be new, unworn, in its original condition and original packaging, and purchased in the last 30 days.

Returns must be postmarked within the 30 day authorize return window in order to be accepted. 
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