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Shipping, Replacement, Refund & Pre Orders Policies.

🚚 Shipping Policy

This shipping policy is for SA Colonial Tortilla Factory and was last updated on 08/30/2025.

 

1. SHIPPING AND DELIVERY OPTIONS

  • FREE SHIPPING

    • Applies only to apparel items (fulfilled by third-party, 5–10 business days).​

  • DOMESTIC SHIPPING​

    • USPS Priority Mail- Available only for military addresses (APO / FPO / DPO).

    • USPS Priority Mail Express- Available only for military addresses (APO / FPO / DPO).

    • UPS 2ND Day Air

    • UPS Next Business Day Air

    • UPS Ground

  • INTERNATIONAL SHIPPING

    • Not available for the moment.

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2. 🕒 Order Processing & Shipping Schedule
The duration for processing an order can vary depending on several factors such as the nature of the product or service, the complexity of the order, the company’s internal processes, and the shipping method chosen. In general, a typical order processing time can range from a few hours to a few days.

 

In our case, after the order is placed, it takes us 1 day to prepare our products, labels, and routes. We are still a small business and we take care of this process personally. Thanks for your understanding — please consider this extra processing day when placing your orders.


Orders placed after 11:00 AM CST are considered received the next business day.

Shipping days are determined by Shipping Zone and selected shipping method:

  • 🟢 Green Zone: Ships Monday–Wednesday

  • 🟡 Yellow Zone: Ships Monday–Tuesday

  • 🔴 Red Zone: Ships Monday only (Express Shipping strongly advised)

 

Orders are not shipped on weekends or holidays.

This schedule helps prevent extended transit times and protects product freshness.

 

🚚 Shipping Zones & Method Responsibility

SA Colonial Tortilla Factory ships fresh, preservative-free products.
Due to the nature of our products, shipping method selection is critical.

We operate using Shipping Safety Zones based on transit time and distance:

  • 🟢 Green Zone – UPS Ground is acceptable under optimal conditions

  • 🟡 Yellow Zone – UPS 3 Day is strongly recommended

  • 🔴 Outside Zones – Only Express or Super Express shipping recommended

👉 Customers are responsible for selecting the appropriate shipping method based on their location.

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⚠️ UPS Ground Disclaimer (Fresh Products)

UPS Ground shipping is offered at the customer’s own risk outside our recommended Green Zone.

By selecting UPS Ground for extended-distance shipments, the customer acknowledges that:

  • Delivery delays may occur

  • Heat exposure may affect product quality

  • Product freshness cannot be guaranteed

Orders shipped via UPS Ground outside the recommended zone are NOT eligible for refunds or replacements.

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👕 Apparel – Free Shipping (5–10 Business Days)

  • Apparel items are fulfilled and shipped by a third-party provider.

  • These products require both a production time and a shipping time.

  • Average delivery window: 5–10 business days (U.S. orders).

  • Apparel ships separately from tortilla products, so if you order both, you will receive two different packages with different delivery times.

  • Tracking information will be provided once the order has been shipped.

  • Since shipping is free, delivery dates are estimated and not guaranteed.

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🫔 Tortilla Orders

  • All tortillas are shipped fresh using Shippo with UPS for domestic shipping and USPS for Military Shipping.

  • Shipping fees are calculated at checkout based on location.

  • We are not responsible for delays or mishandling by the shipping carrier once the package leaves our facility.

  • Refunds or replacements are only available if the product arrives spoiled, contaminated, or otherwise not suitable for consumption.

 

⚡ Super Express – Overnight or 1-Day

  • Carrier delivery commitment: Next business day.

  • If order is placed during business hours on Tuesday, Wednesday, or Thursday, your package will be left at the carrier’s facilities the next day.

  • If placed outside of business hours, processing starts the next day, which may delay delivery by 1 business day.

  • If ordered on Friday, Saturday (PO closes early), Sunday, or Monday (no production), it will be shipped on Tuesday.

  • Saturday and Sunday are not business days. You may receive your package then, but it depends entirely on the carrier.

 

🚚 Express – 2-Business Days (1 to 3 business days)

  • Carrier delivery commitment: 2 to 3 business days.

  • If your order is placed during business hours on Tuesday or Wednesday, it will be left at the carrier’s facilities the next day.

  • If placed outside of business hours, processing starts the next day and may delay delivery by 1 business day.

  • If placed on Thursday, Friday, Saturday, Sunday, or Monday, it will be shipped the following Tuesday, to avoid sitting too long at the carrier’s facilities and ensure freshness.

  • FYI: 2nd Day Air is still 2 business days, but if left with the carrier on Thursday it may arrive Monday, and if left on Friday it may arrive Tuesday. This depends on the carrier’s pickup schedule, which is beyond our control.

 

⏳ Standard– 1 to 5 business days

  • Our tortillas do not contain preservatives and must be refrigerated as soon as possible.

  • We do not recommend selecting 2–5 business days shipping.

  • If a customer selects this option, SA Colonial is not responsible for delayed deliveries or perished items.

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🎖️Military APO/FPO/DPO Shipping (U.S. Military Mail Only- 7 to 20 business days)

  • We proudly ship to U.S. military addresses abroad through USPS Priority Mail Military, which is the only method available for APO/FPO/DPO destinations.

  • To ensure proper delivery, customers stationed overseas must enter their full APO/FPO/DPO address at checkout (for example: CMR 415 BOX 7270, APO, AE 09114).

  • These orders are processed normally, but delivery times may vary depending on the military mail system and local base procedures (7 to 20 business days).

  • Please note that international civilian addresses are not supported, and any non-military international addresses will be automatically cancelled or refunded to prevent delivery issues.

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🛒 Mixed Orders (Tortillas + Apparel)

  • If your cart includes tortillas and apparel, you will receive two separate packages with different delivery times.

  • Tortillas will arrive fresh and as quickly as possible. Apparel will arrive later, within the 5–10 business day window.

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3. CANCELLATIONS

After an order is submitted, processing begins and the order cannot be cancelled. Every sale is final.

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4. RETURNS

Perishable Food Products (Tortillas & Food Items)

Due to the perishable nature of our products, returns are not accepted on any food items.

We do not accept returns of tortillas or other perishable goods under any circumstances.

However, refunds or replacements may be issued only in the following cases:

  • Product arrived contaminated or unsafe to consume

  • Product arrived clearly spoiled upon delivery

  • Order fulfillment error made by SA Colonial Tortilla Factory (wrong item or quantity)

📌 Shipping delays, carrier mishandling, weather conditions, or incorrect shipping selections may affect eligibility and are handled according to our Shipping & Zone Policy.

Apparel & Non-Perishable Merchandise (Printful Fulfillment)

Apparel and non-perishable merchandise are produced and fulfilled by our print-on-demand partner Printful.

Returns and replacements for apparel follow Printful’s return policy, with the following guidelines:

  • Returns are not accepted for size, color, or buyer preference

  • Replacements or refunds may be issued if the item arrives:

    • Misprinted

    • Damaged

    • Defective

To request a replacement or refund for apparel, customers must contact us within 7 days of delivery and provide clear photos of the issue.

📌 Items must be unused and in original condition when applicable.

🔒 Final Clarity Line 

Perishable food items are never eligible for returns. Apparel returns and replacements are handled under Printful’s policies.

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5. DELAYED ORDERS

In the case of delayed processing by seller, customers will have the option to cancel their order for a full refund.

*USPS or UPS delays DO NOT fall under the seller’s liability. For delayed orders please contact your shipping provider and file a claim with them. SA Colonial TF will not be obligued to refund or replace any order lost in transit by any carrier. If you need information on how to contact the carrier company to place a claim please contact us via email to sacolonial@gmail.com and we will happily provide the steps to file one. Our staff is strictly instructed to kindly address phone calls or texts regarding this matter by only redirecting the customer to this shipping policy which had to be read and accepted by checking the policy checkbox before placing their order.

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6. LOST, MISPLACED, STOLEN AND/OR DAMAGED ORDERS

Once your package is handed to the carrier, they become fully responsible for the delivery.


SA Colonial Tortilla Factory is not liable for packages that are lost, stolen, misdelivered, or marked as “delivered” by the carrier.

 

To provide additional protection, customers may add:

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✔️ Signature Required Add-On

UPS will require an in-person signature at delivery.
If the customer chooses not to purchase this service, UPS may leave the package unattended, and the customer assumes all risk of theft or missing packages.

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✔️ Full Value Coverage Add-On

This add-on increases UPS's liability and ensures reimbursement of the full value of your order (instead of the standard UPS Ground limit of $100).


If the customer chooses not to purchase this service, UPS will only reimburse up to $100 in case of misdelivery.

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❗ IMPORTANT

If no security add-ons are selected, and the carrier marks the package as delivered, SA Colonial Tortilla Factory cannot issue refunds or replacements unless the carrier compensates us after their investigation. This investigation must be initiated by the customer by filing a claim with the carrier.

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If you need information on how to contact the carrier to place a claim, please email us at sacolonial@gmail.com, and we will gladly provide the steps.

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Our staff is strictly instructed to redirect all phone calls or texts regarding missing packages to this shipping policy, which must be read and accepted at checkout before placing any order.

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7. SHIPPING RESTRICTIONS

  • Orders cannot be shipped to P.O. boxes.

  • Orders will not be delivered by carrier if the address is marked as “Vacant”

*If shipper returns our product because the address provided by customer falls under one of these previously mentioned categories, replacements or refunds will not be authorized.

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If you need information on how to contact the carrier to place a claim, please email us at sacolonial@gmail.com, and we will gladly provide the steps.

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Our staff is strictly instructed to redirect all phone calls or texts regarding missing packages to this shipping policy, which must be read and accepted at checkout before placing any order.

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8. CONTACT

For further questions about our Shipping Policy, contact:

Email: sacolonial@gmail.com

📌Replacement & Refund Policies

​​​​Important Note

We are a small, family-owned business that takes great pride in producing and shipping fresh, high-quality products. We carefully package every order with new packaging materials to ensure the safety of your items. However, once a package leaves our hands and is in transit with the carrier, we are not responsible for any damage that occurs during shipping. Please read our policies carefully so you know exactly what to expect if any issues arise with your order. 

 

By placing an order, you agree to these replacement & refund policies.

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📦 Returns, Replacements & Refunds for Apparel 

At SA Colonial Tortilla Factory, all apparel items are made to order through our print-on-demand partners. This means each piece is produced individually once your order is placed, so we do not hold inventory or accept traditional returns or exchanges. We can offer replacements or refunds only in cases where the product arrives defective, damaged, misprinted, or if there was a production or shipping error confirmed by our fulfillment partner. Issues such as incorrect size selection, change of mind, or normal wear and tear are not eligible for refunds or replacements. If you receive an item with a clear defect or production mistake, please contact us within 7 days of delivery with photos of the issue, and we will be happy to assist you with a replacement.

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🌽Returns, Replacements & Refunds for perishable goods

We want you to be completely satisfied with your order, and we’re here to help if something goes wrong. However, due to the nature of our products, replacement and refund policies are clear and specific:

  • Non-returnable Items: Perishable Food Products (Tortillas & Food Items)

    • Due to the perishable nature of our products, returns are not accepted on any food items.

    • We do not accept returns of tortillas or other perishable goods under any circumstances. However, refunds or replacements may be issued only in the following cases:

      • Product arrived contaminated or unsafe to consume

      • Product arrived clearly spoiled upon delivery, even though the correct shipping method was selected.

      • Order fulfillment error made by SA Colonial Tortilla Factory (wrong item or quantity)

  • 📌 Shipping delays, carrier mishandling, weather conditions, or incorrect shipping selections may affect eligibility and are handled according to our Shipping & Zone Policy

  • Damage During Shipping: Once a package is in the hands of UPS or another carrier, we are not responsible for any damage that occurs during transit. We do our part by packaging your order with care and using new, protective materials to minimize the risk of damage, but sometimes issues can arise that are out of our control.

 

What To Do If There’s a Problem:

  • Perished Products: If any of the products you receive are perished, please contact us within 1 day of receiving your order. To proceed with a replacement or refund, we will need photos showing the issue clearly. Once we receive the proof we'll start our investigation and look at the order's details such as order's date, shipping method selected at checkout, order's zone and shipping day, if your order falls within the protection of our policies  we’ll offer you one of two options:

    • Replacement: We’ll immediately send a fresh replacement.

    • Refund: A refund will be issued to your original method of payment within 5 business days.

  • Incorrect Orders: If we made a mistake and sent you the wrong item, let us know right away! We will be happy to issue a full refund or send the correct item as soon as possible.

 

What We Do Not Accept for Replacements or Refunds:

  • Change of Mind: If you change your mind after receiving the order, we cannot accept replacements or offer refunds.

  • Not to Your Liking: We cannot process replacements or refunds for items that simply aren’t to your liking.

  • Opened or Tampered Products: For safety reasons, we cannot accept replacements on items that have been opened or tampered with.

  • Damage During Shipping: We are not responsible for damage caused by the carrier during transit. If your order is damaged in shipping, you must file a claim directly with UPS. We do not issue refunds or replacements for products that are damaged, lost, stolen, or mishandled by the carrier.

  • Incorrect Address or Missing Deliveries: If you provide an incorrect shipping address or if UPS marks your order as "vacant" or "delivered" we cannot offer replacements, or issue refunds. Please double-check your address when placing your order. Also make sure to include apartment number if it applies. To provide additional protection, customers may add:​​

    • ✔️ Signature Required Add-On

    • UPS will require an in-person signature at delivery.
      If the customer chooses not to purchase this service, UPS may leave the package unattended, and the customer assumes all risk of theft or missing packages.​​

    • ✔️ Full Value Coverage Add-On

    • This add-on increases UPS's liability and ensures reimbursement of the full value of your order (instead of the standard UPS Ground limit of $100).

    • If the customer chooses not to purchase this service, UPS will only reimburse up to $100 in case of misdelivery.​​

  • ❗ IMPORTANT

If no security add-ons are selected, and the carrier marks the package as delivered, SA Colonial Tortilla Factory cannot issue refunds or replacements unless the carrier compensates us after their investigation. This investigation must be initiated by the customer by filing a claim with the carrier.

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A Note From Us:

We truly understand how frustrating it can be when your order arrives and it's not what you expected, and we wish we could replace or refund every mishandled shipment. As a small business, we are committed to providing the best service possible, and will sometimes consider special situations and take care of them as a courtesy but unfortunately, once a package leaves our facility and is handled by the carrier, we are unable to be held responsible for issues that occur during transit. While we are always happy to help guide you through the process of filing a claim with UPS, we hope you understand that we simply do not have control over what happens once the package is in their hands.

❤️ Special Products and Pre-orders Considerations

By special products we refer to:​

  1. Organic Blue corn tortilla

  2. Beetroot

  3. Nopal

  4. Jalapeño

  5. Organic yellow corn masa (Only Store Pick up)

  6. Organic blue corn masa (Only Store Pick up)

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Our special line is special because the tortillas and masa pertaining to it are made with organic corn, enhanced with ingredients that give them added nutritional value, they do not contain preservatives and are as natural and healthy as they come, even lime, which is a mineral preservative part of the nixtamalization process and naturally colored yellow, is washed profusely to avoid change in the tortilla's color. 

 

Because of this, we have a Weekly Pre-Order & Fulfillment Schedule in place.

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Special Products are produced once per week, not daily.

After the weekly pre-order cutoff (Thursdays 2:00 pm):

  • 📦 Shipping orders are shipped the following Monday

  • 🏪 Store pickup orders are ready for pickup the following Saturday

 

This schedule allows us to:

  • Produce all special items fresh in one batch

  • Avoid unnecessary holding time

  • Preserve freshness, quality, and food safety

 

📌 Important:
If a Special Product is combined with regular products in the same order, the entire order will follow the Special Product schedule (shipping Monday / pickup Saturday).

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⌛Weekly Pre-Order Timeline

​📥 When do pre-orders open?

Every Friday (all day)

 

⏰ When do pre-orders close?

Thursday at 2:00 PM (Central Time)
This is the weekly cut-off.

 

🏭 What happens after the cut-off?

Once the cut-off closes:

  • All orders are produced together in one fresh batch

  • Nothing is made in advance

  • Nothing is held for long periods

This guarantees:

  • ✅ Maximum freshness

  • ✅ Consistent quality

  • ✅ Better food safety

 

🚚 If you chose SHIPPING

📦 All Special Product orders ship the following Monday

  • Orders are:

    • Freshly produced

    • Properly refrigerated

    • Vacuum sealed

  • Transit time depends on the shipping method you selected

⚠️ Important Shipping Notice for Special Products

  • These items are more sensitive than our regular line

  • ❌ Ground Shipping is NOT recommended, even if you are in the Green Zone

  • ✅ Express or Super Express is strongly advised

  • If Ground Shipping is selected, it is under the customer’s discretion and risk

 

🏬 If you chose STORE PICKUP

🛍 Pickup is available the Saturday after the weekly cut-off

  • Pickup window:

    • Saturday

    • 12:30 PM – 2:30 PM

  • Orders are produced that same Saturday morning

  • This ensures you receive them same-day fresh

 

🔁 Example Scenarios (So It’s Crystal Clear)

✅ Example 1

You place a pre-order on Friday
➡ Order closes Thursday at 2:00 PM
➡ Ships Monday / Pickup Saturday

✅ Example 2

You place a pre-order on Tuesday
➡ Same weekly batch
➡ Ships Monday / Pickup Saturday

❌ Example 3

You place an order after Thursday 2:00 PM
➡ Your order rolls into the next week’s cycle

 

⚠️ Important Combination Rule

If a Special Product is ordered together with regular products:

📦 The entire order follows the Special Product schedule
(Shipping Monday / Pickup Saturday)

This prevents partial shipments and protects freshness.

 

❄️ Missed Pickups (Store Pickup Orders)

  • Orders not picked up on the assigned Saturday will be placed in cold storage

  • After this point:

    • We cannot guarantee freshness

    • ❌ No refunds or replacements will be issued for late pickups

 

💛 Why We Do It This Way

This system allows us to:

  • Produce everything fresh, not rushed

  • Avoid unnecessary holding time

  • Protect the integrity of organic, preservative-free products

 

Thank you for supporting a small batch, quality-first process 🌽✨
We’re always happy to help if you have questions!

Preorders calendar

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​We hope this policy helps clarify how we handle returns, replacements, and refunds. We truly appreciate your support as a small business, and we take every effort to ensure your order arrives safely. However, please understand that we cannot be held responsible for damage that occurs once the package is in the carrier’s hands. If you need further assistance, don’t hesitate to reach out to us—we’re always here to help!

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Thank you for choosing SA Colonial Tortilla Factory!

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