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FAQ

Click on the links below for answers to these frequently asked questions.

Contacting us

How can I contact you?

Please, contact us by email. We try very hard to respond to all emails within 24 hours.
Email Address: info@andeanshelter.com
Mailing Address:

Andean Shelter

Main Office
P.O. Box 2644
La Paz - Bolivia

Member Registration & Login

Why should I set up an account?

Registering in Andean Shelter is free and easy. Your registration allows you to store all your billing and shipping address information safely in one place. Your registration will also make your next purchases more quickly without having to enter your information again.

How do I register?

During checkout when you order from Andean Shelter, you will be asked to sign into your account. If you have not registered before, you will be asked to enter your name, billing and shipping formation. Enter the information once and you are all done.

You can sign into your account without going through the checkout process by clicking on the “login” or “my cart” bottom. Once you sign in you can see your complete order history.

How do I change my account information?

Each time you order you will have the ability to change your account information; you may also edit or change the ship to information as needed.

What if I forget my password?

If you forget your password, click on the "Forgot Password" near the “log in” button, then you will receive an email to your registered email address with your password.

Shopping

I canīt find a product. How do I search for it?

A Search box is located in the top right (gift finder) on every page. Enter a keyword or description that you would like to search for such as "socks ", "men’s", or "alpaca" and click the search button (gift finder) to the immediate right. A results page will be displayed with the products that match the search that you entered in the Search box.

How do I add items to my Shopping Cart?

On the left of every page in the vertical bar is a Category Menu. Select a category that you would like to browse by clicking on the category name. Categories,  may have subcategories that you can then select to refine your browsing. A products page will be displayed showing an image of the products in that category plus the product names and prices. If there are lots of products for that category, multiple pages will be necessary to display all the products. Click on the Next bottom of the products page, or select a page number, to move to the next page.

When you see a product that you would like to know more about, you can click on its image or product name to see additional information. If you would like to add this item to your Shopping Cart, click on the "Add to cart" box associated with the proper size and color. Click on the "quantity" box to select the quantity or number of items that you would like to add to your Shopping Cart (one is default). Then click on the "checkout" button located under the information box or “continue shopping” to choose more items to your order.

Adding items to your Shopping Cart does not commit you to purchasing the items. You always have the opportunity to remove items from your Shopping Cart or to change the size or color or quantity.

Can I change or remove items in my Shopping Cart?

Yes, you can change or remove items to your shopping cart. Click on my cart button, it will display a page showing the items that you have in your shopping cart. If you want to change the quantity of an item, click on the box in the quantity column for the item, enter the new number of items and then click the update button.

 If you wish to remove an item from your shopping cart, click on the “delete” button to the right of the item in your shopping cart. If you want to remove all the items to your shopping cart, click on the “empty cart” button.

If you wish to change the size or color of an item, you will need to remove it from your shopping cart and then go back to the product page to reenter the item with the new size or color.

Can I save items in my Shopping Cart and continue shopping another time?

If you are a registered user, yes, you can stop shopping and save items that you have already placed in your shopping cart.

Ordering & Payment

How do I order?

Place the items that you want to order in your shopping cart as described in the shopping section above.

To checkout and place an order, click the checkout button.  

Once you click the checkout button, you must enter your billing and shipping information. If you have ordered before from Andean Shelter, we already have your billing information.

To the checkout you have four steps to follow:

Step 1: Review the items, quantity, color and size then select the shipping region (America, Europe, Asia, Africa or Oceania) then click the next step button.

Step 2: The page will show you the total amount included the shipping cost.

Step 3: Enter the shipping information as name, address, city, country, etc. On the next page, enter the billing information as name, address, city, country, etc.

Step 4: Select the Payment Method (Credit Card or PayPal), then click the continue button.

If you choose the credit card payment, enter the number and expiration date and continue the payment process.

If you choose the Pay Pal payment, enter to you Pay Pal account and continue the payment process.

How can I change or cancel my order?

If you need to change or cancel your order for any reason after you have completed the online order process, please send an email to customerservice@andeanshelter.com .  If you order has not been shipped yet, we will be able to handle any changes that you would like to make. Most orders are shipped in 2 bussines days.

What credit cards do you accept online?

We accept VISA, MasterCard, Discover Card, JCB, American Express and Diners Club as payment at Andean Shelter.

How do I place an order for a gift?

If you want your order to be sent to someone else as a gift, enter his/her name and address in the shipping information during the online checkout process.

How do I check my order status?

Once you do the checkout process, AndeanShelter.com will provide you a transaction code, with it, you will be able to check the status of your order accesing to “Order Status” on your account.

Within minutes after submitting your payment, you will receive an email confirmation of your order.

When your order is processed, within two bussines days, you will receive an email confirmation stating that your order has been shipped. We will give you the registered airmail number so you will be able to track your shipment.

If you have any question about your order status and delivery, you can contact to us to customerservice@andeanshelter.com

Can I make a special request for a product?

Yes, we can provide you with a special product. For more information contact us toinfo@andeanshelter.comand in your request, please include much information as is possible about the product that you would like to purchase at Andeanshelter.com

Do you sell in bulk?

Yes, we can sell you in bulk, contac to us to info@andeanshelter.com. We will give you special discounts in the prices.

Shipping & Delivery

What are your shipping and handling charges?

The shipping charges are based on the total weight of the package of your items ordered. We will applied the Bolivian Post Office´s registered airmail rates.

How are orders shipped?

Most orders are shipped via the Bolivian Post Office (Registered airmail).

What is the average delivery time?

From Bolivia, average delivery time to United States is 14 days, and rest of the world 20 days depending upon the country and Custom Office.

Is it possible to expedite shipping?

Yes, we can expedite shipping via EMS (Express Mail Service) A courier service that offer the Bolivian Post Office. You should contact us to info@andeanshelter.com so we can give to you the shipping rates. We do not charge extra handling.

What if I do not receive my order?

Please, be sure to indicate the correct mailing address when you are filling out your  order form. Andeanshelter is not responsible for items that have not been received due to an incorrect address or change of address.

If you have not received your order and would like to check the status, please contact our Customer Service Department at costumerservice@andeanshelter.com(be sure to note your e-mail address, and verify the correct mailing address).

How do I track my orders?

If you already have your tracking number and want to find out the status of your package, you have to call your local Mail Service and tell your tracking number.

Returns & Exchanges

Does Andean Shelter have an unconditional guarantee?

We unconditionally guarantee all of our products and service. If you are not happy with your purchase for any reason, we will refund or exchange your purchase price within 45 days of your transaction date. Products must be in the same condition that you received them.

What if I need to return or exchange an item?

Contact to us to customerservice@andeanshelter.com

If you would like to return or exchange an item, please send it back to us at:
Andean Shelter
Main Office
P.O. Box 2644
La Paz - Bolivia

Privacy and Security

What is your privacy policy?

Due that all the paying process that you make in Andeanshelter.com is through 2checkout.com, we do not receive  any information about your credit card or Pay Pal account. We take your privacy and shopping security very seriously.

How will the personal information I submit be used?

The personal information that you enter when you register in Andeanshelter or when you order is used just only to bill and ship your order to you.

Is it safe for me to order by credit card?

Yes, all the payments you do by credit card or pay pal account is through 2checkout (you can see more about at www.2checkout.com . AndeanShelter not receive  any information about your credit card or PayPal account.

About Alpaca & Care of the gartment

What is Alpaca?

The Alpaca is a typical animal from The Andes. It is a domestic species of the camelid family. The Alpaca is highly valued for its wool which are made garments.  Alpaca wool has characteristics of warmth and most of all softness.

How do I clean my alpaca fiber garments?

For this information, please go to Costumer Service.