Shipping, Returns, Refunds

SHIPPING

1. When will my order ship?

Most of the handicrafts we sell are made to order by the artisans after you have customized and placed your order. The artisans are relatively fast in crafting your item and depending on the type of item and the size of your order products are usually ready to ship in 3 – 10 business days. You can find further information for your product on the product pages. Please contact us before placing an order if you have any special requirements.

2. When will my order be delivered?

We deliver each and every order for free within the USA (48 lower states). For our free shipping we rely on FedEx ground which generally takes 4 – 10 business days. Express shipping and international shipping are available; delivery times are usually specified when you receive your shipping quote during the checkout process. Don’t hesitate to contact us for special requirements or additional information.

3. What does it cost to ship my order?

We offer free shipping in all our products to the USA (48 lower states). We also offer international shipping; various methods are available depending on the type of item and quantity you order. If you want to know the shipping rate for your order you can add all your items to your cart and go to the checkout page, it will show the total shipping cost. Also on each product page you can see the exact shipping cost of the item you want to order.

4. Do you offer international shipping?

Yes we do ship internationally; please refer to the above questions regarding costs and delivery times for further information on shipping.

5. Can I track my orders with casacastillo.com?

You can track the status of your order in our page: tracking your order   just enter your order No. and you will be able to track it.  Also you can check the status of your order if you log in into your account and check the status. We will keep you inform with shipping tracking and any important status.

6. By which carrier will my order be shipped?

Most of the orders that include free shipping to the USA are shipped via FedEx, for big / heavy items or international destinations we use UPS freight or Ocean Freight. If you have special requirements please don't hesitate to contact us.

7. Can my order be delivered on Saturdays?

If your order is delivered with our free shipping to the US territory we use FedEx ground services and they do not deliver on Saturdays. However, you can arrange to pick up your handicraft at the closest FedEx location on Saturdays by presenting your tracking number (which you receive as the order ships). Please contact FedEx on 1-800-463-3339 for additional questions about their services. If the delivery is outside the US we can’t guarantee that your order will be delivered on a Saturday, however we will do our best to meet your requests. Please get in touch if you need further details.

8. Can I ship to an address other than my own?

Absolutely. At the checkout process you will have the option to select your delivery address which can be different from your billing address. Note that in some cases due to financial fraud prevention policies we might need to ask you for additional verification when shipping to an address different from your billing address and not on file with your credit card.

Returns and Refunds

1. My item arrived damaged, what do I do?

All of our shipments are insured. Please contact us immediately or within 3 days and keep all the packaging and boxes as they arrive. We will process a claim with the shipping company and we can either replace your order or send you a refund, as you wish. Please note that if you don’t contact us within 3 days after you receive your damaged order we won’t be able to process the claim and most likely will not be able to replace or refund your order, so please let us know immediately. To expedite the claim process, please email us a couple of photographs of the damaged product as soon as you can. Please do not send your order back, since that will lead to additional shipping costs that you would need to pay for.

2. What if I change my mind and want to return or exchange my handicraft after my order is placed?

We, at Casa Castillo, offer 100% customer satisfaction guarantee. If for any reason you don’t feel satisfied with your order, please contact us and we will arrange to replace your order or give you a refund. Call us on our toll free number 1-800-991-9893 or send us an e-mail and we’ll return your money and adjust your order based on our return policy detailed below.

*please note that if the item has already shipped you will be responsible for the return shipping charges. In case of international shipping we won't be able to refund shipping charges.