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 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 2nd Day Air AM

    • UPS 3 Day Select

    • UPS Express 12:00

    • UPS Express Saver

    • UPS Express Early

    • UPS Ground

  • INTERNATIONAL SHIPPING

    • Not available for the moment.

​

2. WHAT IS ORDER PROCESSING TIME?
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.

 

👕 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.

​

🫔 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.

 

⏳ Regular – 2 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.

​

🎖️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.

​

🛒 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.

​

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

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:

​

✔️ 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.

​

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.

​

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.

​

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 to place a claim, please email us at sacolonial@gmail.com, and we will gladly provide the steps.

​​

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.

​

8. CONTACT

For further questions about our Shipping Policy, contact:

Email: sacolonial@gmail.com

📌Return Policy

​​​​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 policy carefully so you know exactly what to expect if any issues arise with your order. By placing an order, you agree to this shipping policy.

​

📦 Apparel Return Policy 

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 returns. 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.

​

🌽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, our return, replacement, and refund policies are clear and specific:

  • Non-returnable Items: All food items are non-returnable unless they arrive perished, or we sent the incorrect item. Please check that you received the correct items and that they are in good condition as soon as your order arrives.

  • 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 return, replacement, or refund, we will need photos showing the issue clearly. Once we receive the proof, 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 send the correct item as soon as possible.

 

What We Do Not Accept for Returns/Refunds/Exchanges/Resends:

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

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

  • Opened or Tampered Products: For safety reasons, we cannot accept returns 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," we cannot accept returns, offer replacements, or issue refunds. Please double-check your address when placing your order. Also make sure to include apartment number if it applies.

​

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, 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. By special products we refer to:

  2. Organic Blue corn tortilla

  3. Beetroot

  4. Nopal

  5. Jalapeño

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

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

​

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, orders will be sent out next Monday, after the order was placed, fresh, vacumm sealed and properly refrigerated to preserve freshness and to avoid the product sitting at the carrier's office for too long.

​

*If there's a special line product combined with a regular product in the same shipping order, they will all ship next Monday.

​

In the case one of these products mentioned before, arrives perished, please know it's because they are very susceptible to conditions that are out of our control. Of course, the return and replacement policy will protect our customers in this case, but ONLY the perished product will be refunded or replaced.

​

Special Products Pre-Ordering Policy

​Pre Ordering schedule

Please consider the following before pre-ordering!

This product can be picked up in store or shipped, except for masa, masa can only be pre-order to pick up in store.

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

This product is considered *Special* because 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 2:00 pm.

  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 vacuum 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.

​

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!

​

Thank you for choosing SA Colonial Tortilla Factory!

​

bottom of page