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Customer Service

SHIPPING

Andean Shelter is adjusted to the following procedures in shipment:

The shipping charges are based on the total weight of the package of your items ordered. We will apply the Bolivian Post Office´s registered airmail rates, we do not charge extra handling.

These are the shipping rates in function of the weight and destination area:  


Weight (grams)

To America
USD

To Europe
USD

To Asia, Oceania and Africa
USD

from

up to

0

100

3

4

4,5

101

250

6

8

9

251

500

10

14

18

501

1000

18

24

29

1001

2000

23

31

46

2001

3000

34

41

63

3001

4000

43

58

70

4001

5000

50

65

81

5001

6000

57

73

92

6001

7000

63

80

103

7001

8000

70

87

114

8001

9000

77

94

125

9001

10000

83

101

136

10001

11000

90

108

147

11001

12000

96

116

158

12001

13000

103

123

169

13001

14000

110

130

180

14001

15000

116

137

191

Most orders are shipped via the Bolivian Post Office (Registered airmail) in about 2 bussines days after the order is received.

Your order will only be shipped to the address specified on your checkout form, that is why it is very important that you pay great care when filling this information out.

All packages that we send have the mandatory Customs Declaration. However, it is possible that some countries require additional client´s documentation or are subject to custom-clearing taxes or any other taxes in the destination country. In these cases, the client is fully responsible of giving any documentation and/or payment to be made before the customs of the country receiving the goods.

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.

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

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

All our packages are trackable,  if your shipment is lost, we will provide a full refund.

If the items arrive to the client in defective status or not matching the purchase made by him, Andean Shelter will bear all expenses caused by the return and new delivery of the correct order.

We will refund just the cost of the item, not the shipping fee, if your package is returned to us because of:

  • A mistake made when you entered the shipping address (whether it be an omission or mistype).
  • Nobody signed for, nor claimed the package, before it was returned to us and you did not pick it up at the Post Office, before it was shipped back to us.
  • You Refused the package.
The client is responsible of being informed in respect to prohibitions to which any of the products exhibited in our store bay be subject in his country. Returns or reimbursements of amounts corresponding to custom returning goods sent due to prohibitions in the destination country shall not be admitted.
RETURN

Andean Shelter is adjusted to the following procedures in return:

Every order is sent with great care and attention to insure the accuracy and safety of your order. Even so, due to the nature of the packaging of some products, it is possible that on very rare occasions they may be damaged during transit or that they may be packed incorrectly. If your order arrives damaged or incorrect, please keep all original packaging boxes and materials. Send us an e-mail to customerservice@andendenshelter.com within 2 bussines days of receiving the package and we would be glad to assist you in making you satisfied with your order.

Please note that depending on the situation, you may be required to submit pictures or some other materials in order to best be able to assist you.

In most cases products are faithful to the real ones in their shapes, size, color and weight specified here, but since they are handmade products, small variations may exist in some of the products, without causing any substancial alteration in the specs listed here.

Please read very well the item description so you will be sure about what exactly are buying.

Any retail customer may return the item in unworn, unwashed, and undamaged condition and with tags (if the goods have them) in its original packaging .

Remember that always we will be to your disposition to respond any question to you through mail customerservice@andeanshelter.com . You do not doubt it.

YOUR ACCOUNT

If you use this site, you are responsible for maintaining the confidentiality of your account and password and for restricting access to your computer, and you agree to accept responsibility for all activities that occur under your account or password.

Andean Shelter does sell products for children, but it sells them to adults, who can purchase with a credit card. If you are under 18 years of age, you may use this site only with involvement of a parent or guardian.

GUARANTIE

Our daily work is centered in offering to you absolute warranty in all our products and services. You can feel very comfortable when doing your purchases in this store site, our main work is to assure that everything is well and that everything what you bought arrive to you.

The shipment also is guaranteed. We will send to you your products through the Bolivian Post Office.  

With respect to the money transactions, you and we count on the services of 2Checkout.com, Inc. For that reason you and we must be trusted that each payment will be made of the most reliable and safe form.

Your 100% satisfaction is guaranteed on any product you buy from us.  Please feel free to contact us if you have any questions or concerns about your order—we love to hear from our customers. See Returns for information on our Return Policy.

CARING FOR YOUR ALPACA ITEM

Caring for your alpaca item

To take care of your alpaca wool garment, Andean Shelter suggests to you the following:

  1. Gently hand wash in warm water with a mild soap.  Thoroughly rinse in water of the same temperature.
  2. Gently press to remove excess water. Do not wring or twist, handle your garment gently to avoid wrinkles.
  3. To dry, lay the garment on a flat surface on a fresh, dry towel, until thoroughly air dried.
  4. Once your Alpaca garment is dry, fold it carefully. Do not hang it, lay flat in a drawer or on a closet shelf.
ABOUT THE ALPACA AND ALPACA FIBER

The Alpaca, is a member of the scientific family Camelid, is related to the Guanaco, the wild Vicuna and the Llama. The main difference between there is that Alpacas are raise for their wonderful fiber.

The alpaca is a small and friendly creature, alpacas weight from about 120 – 175 pounds. They feed mostly by grazing in pastures for hay and grass and drinking fresh water. They rarely eat tree leaves, which makes them quite environmentally friendly. Further, their camelid evolution has given alpacas the ability to survive on very little water.

By friendly, we mean they are one of the calmest, easiest-to-get-along-with creatures on the planet. Alpacas don't spit like camels, they don't bite like llamas, they don't kick like cows, they don't charge like many herd animals such as bulls, and they certainly don't stampede.

Alpaca is the only animal in the world that produces more than 20 natural shades from off white, cream to brown, gray and black. Regardless of available natural colors, alpaca fiber can be dyed to any color without losing it's beautiful natural luster.

These animals, natives to the Andes mountains in Bolivia and Peru, are 80% of the total population of alpacas in the world.

Alpaca fiber incorporates the finest features of the world´s natural fibers. It is as soft as cashmere as well as stronger and three times warmer than wool. The fiber is very strong and extremely resilient. An evolution spent in freezing temperatures at high altitudes has given alpacas more thermal capacity in its fiber than nearly any other animal

CANCELLATIONS

If you need to change or cancel your order after completing the purchase process online, please send an email to customerservice@andeanshelter.com.  If your order has not been shipped yet, we are willing to make any changes that you want to do. Generally orders are ship within two business days after finishing the purchase process.

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

CONTACT US

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

Mailing Address:
Andean Shelter
Main Office
P.O. Box 2644
La Paz - Bolivia