METROPOLITAN AREA (BOGOTÁ, CHÍA, AND CAJICÁ)

• Courtesy Shipping (FREE): Exclusive for deliveries in the Metropolitan Area of Bogotá, Chía, and Cajicá (applies to any purchase amount).
• Express Shipping: Receive your order in 1 to 2 business days (available for Bogotá, Chía, and Cajicá).
• Orders are shipped via in-house or local courier, so tracking numbers are not always provided.
• This option may not be available during promotions or special industry events. In these cases, the delivery option will not be enabled at checkout / payment screen.
  

NATIONAL SHIPPING (REST OF COLOMBIA)

• We ship to the rest of the country with an estimated delivery time of 5 to 15 business days.
• National shipping cost: The value varies by destination and will be calculated automatically when you enter your address during checkout (payment process).
• We ship your order within 3 business days following payment approval.

GENERAL SHIPPING CONDITIONS

• Occasionally, we may need additional time to process the order; in that case, we will contact you immediately. (This applies to both national and metropolitan area shipments).
• This time may be extended depending on weather conditions or any geopolitical situation beyond our control or the carrier's.
• Once the order has been processed and is ready, we will send an email with the tracking number to monitor the shipment. Please note that once the order is handed over to the carrier, the tracking number may take up to 1 business day to show updates or changes.
• Important: Please DO NOT provide temporary delivery addresses (such as hotels or Airbnb). Please note that the estimated delivery time may be affected by external factors, so we strongly request that you do not use temporary addresses for shipping.
  

DELIVERIES
The following policy applies only to purchases made on www.palaios.com.co:

• The customer is solely responsible for the delivery address. Palaios is not responsible if an order cannot be delivered or is delivered to an incorrect address due to erroneous information provided by the customer.
• The customer must ensure availability to receive the order at the delivery address indicated at the time of purchase. The carrier is not authorized to leave the package at the door. Someone must be present to receive the order and sign for the delivery.
• The carrier (Coordinadora) makes up to two (2) delivery attempts. If the order cannot be delivered, it will be returned to our warehouse. Delivery attempts are exclusively dependent on the carrier and cannot be controlled by Palaios.
• The customer can file claims for undelivered, lost, or incomplete orders up to 5 business days after the delivery date indicated by the carrier. After this period, no claims will be accepted and Palaios will not be responsible.
• When the carrier marks the order as "delivered" to the correct address and provides proof of delivery (such as a photo or signature), Palaios is not responsible for packages lost after delivery. If the carrier does not provide such proof, Palaios will agree with the customer whether a new shipment will be made (subject to availability) or if they prefer a refund.

DELIVERY ISSUES
A) If the order cannot be delivered due to reasons beyond the customer's control:
Within a period of up to thirty (30) calendar days, the customer may request, via email, the cancellation of the order and a full refund, including shipping costs. Once the request is made, Palaios will process the refund within a maximum of 15 days. The refund will be issued directly to the credit card used by the customer when making the purchase. Once the refund is processed, the bank may take up to 30 days to reflect the balance on the card.

B) If the order cannot be delivered due to reasons attributable to the customer:
In cases of incomplete or incorrect shipping addresses, or if there is no one available to receive the package at the indicated address, Palaios will try to contact the customer to update the address or establish a solution to deliver the order.

• Changes or corrections of address within the same city do not generate additional cost when the carrier has not completed all delivery attempts.
• Address changes to another city or department incur an additional cost that the customer must pay to receive the order. Otherwise, the package will be declared abandoned by the carrier and Palaios will not be responsible or issue refunds to the customer.
• Address changes to other countries are not available due to customs and carrier policies. The customer must provide an address within Colombian territory. Otherwise, the package will be declared abandoned by the carrier and Palaios will not be responsible or issue refunds to the customer.
  

For cases where the customer cannot be contacted or does not respond in time (usually 2 business days), and the carrier returns the order to the warehouse, Palaios will offer the customer the following options:

1. The customer must provide the correct shipping information, ensure availability to receive the order, and pay for shipping again (or fourth delivery attempt, if applicable) via a payment link provided by the Customer Service team.
2. The customer will receive a refund, except for a new shipping fee corresponding to the shipping service already incurred.

The customer has 7 calendar days to choose one of the options. Otherwise, Palaios will automatically proceed with the refund of the order, deducting the shipping fee (option 2).