Shipping times

Delivery times in Neiva: between 1 and 3 business days. -Delivery times in other main and intermediate cities: between 3 and 5 business days. Shipments to remote cities (towns, sidewalks, townships, etc.) can take up to 10 business days, depending on the forwarding times of the transport company. -Orders are dispatched the same day of purchase if it was made before 2 pm, if the purchase is made after 2 pm, the order is dispatched the next business day.

Dispatches are made from Monday to Friday between 8 am and 5 pm, if the purchase is made on NON-BUSINESS days (Saturdays, Sundays and holidays) the dispatch is made the next business day.


Exchange policies

 The product must be reviewed by the customer in front of the representative of the transport company that makes the delivery to check its status and confirm that it is received in good condition (this is the recommendation of the transport company). -Once the product is received, the customer will have 5 CALENDAR days to make a claim for the change. In case of claim, you must communicate through the logistics line 3154241638 or through the email contacto@bookcoffe.com.

You must send a photographic record with a brief description of the state in which it was received and write in the subject BROKEN PRODUCT along with the order #. Example: BROKEN PRODUCT ORDER 12345. -In case of damage and malfunctions in the shipment, Universo Pets will be charged for the costs of collection and forwarding.
Wrong product

 If the customer makes a mistake when making the purchase of the product, he will have 2 CALENDAR days to make the request for the change. In this case, you must communicate through the logistics line 3154241638 or through the email contacto@bookcoffe.com. You must send a photographic record with a brief description of the product received and inform which product you want and write in the subject WRONG PRODUCT along with the order #. Example: WRONG PRODUCT ORDER 12345.

If there is a price difference between the purchased product and the product you want to exchange, THE CUSTOMER MUST PAY THE DIFFERENCE IN THE PRICE and bear shipping and forwarding costs. -If the seller makes a mistake in sending the product, the customer will have 3 CALENDAR days to make the request for the change. In this case, you must communicate through the logistics line 3154241638 or through the email contacto@bookcoffe.com. You must send a photographic record with a brief description of the product received and inform which is the correct product and write in the subject WRONG PRODUCT along with the order #. Example: WRONG PRODUCT ORDER 12345.
Refund of money

If the customer wants a refund, he must send an email to contacto@bookcoffe.com with the subject REQUEST MONEY BACK together with the order #. Example: REQUEST FOR REFUND OF MONEY ORDER 12345. The client must send the following information in the mail: - Full name - Identification number - Order number - Value of the return:

Reason for the refund request: - Type of account, bank and account number - Bank certificate or image stating the account number and the name of the account holder. If you want us to make the return to an external bank account, you must attach a written letter authorizing us to return the money. In the letter, the name of the account holder, identification number and account number must be indicated.

Once the requested documents have been received, the money will be returned in the next 7 - 10 business days.

It should be taken into account that the refund of the money will only be made for products that are in their original shipping state (without being unsealed) or for cancellation before shipment.