Shipping policy

All orders are processed within 2-10 business days. Orders are not shipped or delivered on weekends or holidays. Please keep this in mind when selecting your shipping method.

If we are experiencing a high volume of orders, shipments may be delayed by a few days. Please allow additional days in transit for delivery. If there will be a significant delay in shipment of your order, we will contact you via email or telephone

You will receive an email with your tracking number once your package has been shipped. Please check the number of boxes delivered and make sure the package is not damaged in any way. Any damage to the packaging and/or the product or any discrepancy between the number of boxes delivered should be immediately notified by indicating in writing to our email info@utierre.com. Please note that once you have placed an order, it is no longer possible to modify your shipping address. 

All orders are processed automatically and we are unable to expedite or delay shipping times.

 

Customers are responsible for shipping costs of returns/exchanges. We recommend using a carrier that provides a tracking number. UTIERRE is not responsible for packages lost or damaged during shipments to customer destinations or returns. 

LOST / STOLEN PACKAGES 

If your order says "DELIVERED", but you did not receive your package, please notify us after 24 hours and within 7 days from "Delivery Date" and contact your local post office to see if your shipment is being held. Most of the time, the carrier has marked your item as delivered a little too early, in most cases it ends up being delivered within 24 hours. If you consider your package lost or stolen, please email us right away. We can provide you with all the information we have to help you locate your package, including; tracking number, ship date, and last known location. You can also locate all of this information on our website here: TRACK YOUR PACKAGE

UTIERRE will NOT contact any parcel service on your behalf. When the package leaves our facility the customer assumes all responsibility for the package.

UTIERRE is NOT responsible for the refund or reship of any packages due to the following circumstances:

  • Held or returned shipments due to incorrect address or undeliverable.
  • Shipments lost at any point in the parcel process.
  • Shipments stolen at any point in the parcel process.

If you are concerned with receiving your order to your address due to lost or stolen shipments in the past, we do ship to PO boxes or we recommend that you ship your order to a secure mailbox. Please note that UPS does not ship to PO boxes.

INTERNATIONAL SHIPMENTS

We offer International shipping via DHL and UPS Worldwide. Customs fees or duties are not included in the final sales price and are the sole responsibility of the customer at delivery.

International Customers are responsible for all additional shipping costs for exchanges, as well as any taxes and/or duties related to the original shipping, or return/exchange. We primarily recommend choosing DHL, Global Express Priority, or Priority Mail Express International shipping options. If these services are not used, we cannot track the package once the package leaves the United States or if it is being returned from a different country back to the United States. If a package is stuck in customs, it is the customers responsibility to verify the information to retrieve the package. We will not claim a package as a "Lost Package" if it is in Transit and or in customs. If this is the case, the item will not be eligible for a refund or exchange. It is out of our control once the package has left the United States. 

*All International carriers must be contacted by the customer to receive any information regarding their package if it is no longer in the United States.