top of page

Shipping, Return, Exchange, Refund & Pre Orders Policies.

Shipping Policy

This shipping policy is for SA Colonial Tortilla Factory and was last updated on 11/25/2023.

 

1. SHIPPING AND DELIVERY OPTIONS

  • DOMESTIC SHIPPING

    • USPS Parcel Select- Suspended for the moment

    • USPS Priority Mail- Suspended for the moment

    • USPS Priority Mail Express- Suspended for the moment

    • UPS 2ND Day Air

    • UPS 2nd Day Air AM

    • UPS 3 Day Select

    • UPS Express 12:00

    • UPS Express Saver

    • UPS Express Early

    • UPS Ground

    • FedEx 2Day®

    • FedEx 2Day® A.M.

    • FedEx Europe First

    • FedEx Express Saver®

    • FedEx First Overnight®

    • FedEx First Overnight® EH

    • FedEx Ground

    • FedEx Ground® Economy

    • FedEx Home Delivery®

    • FedEx Next Day Mid Morning

    • FedEx Priority Overnight®

    • FedEx Priority Overnight® EH

    • FedEx Smartpost®

    • FedEx Standard Overnight®

    • FedEx Standard Overnight® EH

  • INTERNATIONAL SHIPPING

    • USPS First Class Package International Service- Suspended for the moment

    • UPS UK Express

    • UPS UK Standard

    • UPS Worldwide Expedite

    • UPS Worldwide Express

    • UPS Worldwide Express Saver

    • FedEx International Connect Plus®

    • FedEx International Economy

    • FedEx International First®

    • FedEx International Priority Freight

    • FedEx International Priority®

    • FedEx International Priority® Express

​

2. PROCESSING TIME

What is order processing?

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 companys 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.

​

  • Super Express. Overnight or 1-Day 

    • Carrier Delivery commitment: Next business day

      How do we process it?

    • 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.

    • Please consider that, if the order was placed out of business hours, the processing starts the next day and that might delay your delivery by 1 business day.

    • If ordered on Friday, Saturday (Because the PO closes early) Sunday or Monday (Because its a no production day) it will be shipped next Tuesday. 

    • Please consider Saturday and Sunday are not business days. You might get your package on those days, but its not the norm and it depends on the carrier, it's completely out of our hands.

​

  • Express. 2-Business Days  or 1 to 3 business days 

    • Delivery commitment by carrier: 2 to 3 business days.

      How do we process it?

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

      Please consider that, if the order was placed out of business hours, the processing starts the next day and that might delay your delivery by 1 business day.

    • If your order is placed on Thursday, Friday, Saturday, Sunday or Monday it will be shipped  next Tuesday to avoid the order sitting for too long at the carriers facilities and so we  can send a fresh bash of tortilla to you. ​

    • FYI. 2nd day air shipping is still 2 business days, so when the order is left with the carrier on Thursday, it might be delivered until next Monday, and when left on Friday it might be delivered until next Tuesday as these days may or -may not- be considered as the 1st business day by the carrier, it depends on whether the truck picked up the package or not and its completely out of our hands.

​

  • Regular. 2 to 5 business days

    • Our product does not contain preservatives and needs to be refrigerated as soon as possible. We DO NOT recommend to select a 2 to 5 business days shipping. If customer selects this shipping SA Colonial will not be held accountable for delayed deliveries or perished items. 

​

3. CANCELLATIONS

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

​

4. RETURNS

Returns are not accepted unless product is contaminated, perished or seller made an order mistake. Please see our Return, replacement and refund policy to learn how to handle this specific situations.

​

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.

​

6. LOST, STOLEN AND/OR DAMAGED ORDERS

SA Colonial Tortilla Factory is not liable for lost, stolen or damaged products after the order has been placed in the hands of the shipping carrier. If your product has arrived damaged, please contact your shipping provider and file a claim with them. No replacements or refunds will be authorized unless Carrier refunds us for the damaged order after their investigation. 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.

​

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.

​

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.

​

8. CONTACT

For further questions about our Shipping Policy, contact:

Email: sacolonial@gmail.com

Return, Replacement & Refund Policy

All items from our online store are sold on a non-returnable basis unless contamined, perished or in case we sent incorrect item (s). Please check that all items received are what you have ordered. If you have received an incorrect, contaminated or perished item DO NOT OPEN IT. We will not accept any returns, replacements or refunds of items that have been opened, tampered with or not in their original condition.

​

Please DO NOT return any food product without contacting us first for specific information regarding the return process.

 

Returns (if applicable):

For instances where product is contaminated or perished, you may contact us within -1 day- of receiving your shipment to request a return of your purchase.

  1. We will require proof of the contaminated or perished item in the form of pictures before initiating the return process.

  2. Once the proof is received and approved, we will ask you to return the product to our store by sending you a return label.

  3. After the contaminated order is received and inspected in our store, you'll be offered 2 options, a refund or a replacement.

    1. If you select a refund a credit will automatically be applied to your credit card or the original method of payment, within five (5) days.

    2. If you select a replacement, process will be initiated immediately.

​

Orders replacements (if applicable):

Orders replacements will only go through if customer receives a contaminated or perished order or if customer receives an incorrect order.

​

We do not replace orders for the following reasons:

  • Change of mind.

  • Products that are “not quite to your liking.”

  • Products that have been opened or tampered with or are not in their original condition.

  • Incorrect orders made by the buyer.

  • Lost in transit, stolen and/or mishandled orders by carriers.

  • Incorrect addresses provided by buyer.

  • "Vacant notices" assigned by carrier.

​

Please DO NOT OPEN your item. We will not accept claims or provide replacements of items that have been opened, tampered with or not in their original condition.

 

If one or more items are contaminated or perished, you may contact us within -1 day- of receiving your shipment, to request a replacement of your purchase.

  1. We will require proof of the contaminated or perished item in the form of pictures before initiating the replacement process.

  2. Once the proof is received, we will ask you to return the product to our store by providing you  a return label.

  3. After the contamined or perished order is received your replacement will be processed.

​

Refunds (if applicable):

Orders refunds will only go through if customer receives a contaminated or perished order or if customrt receives an incorrect order.

​

No refund given will be entered into for:

  • Change of mind.

  • Products that are “not quite to your liking.”

  • Products that have been opened or tampered with or are not in their original condition.

  • Incorrect orders made by the recipient.

  • Lost in transit, stolen and/or mishandled orders by carriers.

  • Incorrect addresses provided by buyer.

  • "Vacant notices" assigned by carrier.

 

If one or more items are contaminated or perished, you may contact us within -1 day- of receiving your shipment, to request a refund of your purchase.

  1. We will require proof of the contaminated or perished item in the form of pictures before initiating the refund process.

  2. Once the proof is received, we will ask you to return the product to our store by providing you a return label.

  3. After the contaminated order is received and inspected, we will send you an email to notify you that  your refund will be processed, and a credit will automatically be applied to your credit card or the original method of payment, within five (5) days.

​

Late or missing refunds 

If you haven’t received a refund after five (5) days, we ask that you first check with your bank or Credit Card Company as it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done this and you still have not received your refund yet, please contact us at sacolonial@gmailcom.

Pre-Ordering Policy

Pre Ordering schedule

Please consider the following before pre-ordering!

This product can be picked up in store or shipped. 

Please read below to learn when your pick up or shipping day will be.

This product is considered *Special* it's not produced daily, so we get all the orders of the week together and produce them all at once. This means, our pre-orders will be taken from Friday (all day) to next Thursday (until 2:00 pm) and will either be picked up in store next Saturday between 12:00 pm and 2:30 pm or ship out next Monday after the pre-order week closes.

The process is as follows:

For in store pick-up

  1. Pre-orders registrations start on Friday.

  2. Pre-orders registrations close on Thursday at 2:00 pm.

  3. Orders will be ready for pick up next Saturday between 12:30 pm and 2:30 pm after pre-order was registered.

  • Ex. If you pre-order on Friday November 24, your order will be ready for pick-up on Saturday December 2.

  • Same case if you order on Tuesday November 27 your order will be ready for pick-up on Saturday December 2.

  • Pick up orders are produced the same Saturday they are going to be delivered so customer receives them same day fresh.

For shipping

  1. Pre-orders registrations start on Friday.

  2. Pre-orders registrations close on Thursday at 12:30 am.

  3. Orders will be sent out the next Monday after pre-order was registered.

  • Ex. If you pre-order on Friday November 24, your order will be shipped on Monday December 4, and will arrive after the days you selected on your shipping.

  • Same case if you order on Tuesday November 27  your order will be shipped on Monday December 4, and will arrive after the days you selected on your shipping.

  • Shipped orders will be sent next Monday, properly refrigerated and vacumm sealed to preserve freshness.

​

*If there's a pre-order product combined with a regular product in the same shipping order, they will all ship next Monday after the pre-order week closes.

​

The calendar below, offers a visual reference of how our Pre Orders are processed:

​

Pre Orders Calendar

Late Pick ups

Our products contain no preservatives often found in many commercial products. This means, their life span is shorter and are meant to be refrigerated & consumed as soon as possible, especially the products in our -Organic line-

 

If customer fails to pick up on the assigned date, the order will be placed in our freezing area. After this point SA Colonial TF will not be held accountable for the product not being fresh or in good conditions, consequence of late pick ups. 

​

NO REFUNDS OR REPLACEMENTS WILL BE ISSUED IN THIS CASE.

​

bottom of page