S H I P P I N G F A Q’s
What is “flat rate” shipping?
Flat rate means shipping charges won't go up, no matter how many pairs of shoes you order! We now offer flat rate shipping for orders within Canada, USA, and many international countries! Please note that this only applies to orders only containing shoes. If your order includes both shoes and a hammock, you will be charged the hammock shipping fee to your country.
What does “fulfillment time” refer to?
The fulfillment time refers to the time it takes for our team to process, package and ship your order out. We always do our best to fulfill orders as soon as possible, within 1-5 business days. During our release and restock days, we experience a significant increase in orders, so please allow a few additional business days for the fulfillment of your order.
I placed an order but don’t see any tracking information.
Tracking information is updated when your package information has been sent to the carrier. Tracking information for USA and international orders will be available once our third-party shipper has received packages. You won't see movement on your tracking right away, but rest assured it's on its way! Please ensure your correct E-Mail address is on file at the time of order if you wish to receive tracking updates. If you’re not receiving updates, it’s likely that an incorrect email was left at the time of check out or the update has been delivered to your junk mail.
How do I track my package?
E-Mail updates will be sent directly to the E-Mail address or phone number you provided at the time of checkout. We will send out an order confirmation at the time of purchase and a shipping confirmation once your order has shipped, which will contain a link to track your package.
Why was I charged sales tax or customs duties?
Our macrame hammocks and wall hangings and men's boots ship directly from Nicaragua. This means orders containing these items placed by Canadian and international customers may be subject to duties. Adelisa & Co. is not responsible for any sales tax/customs duties that may incur with international purchases. US customers are exempt from duties.
I don’t want to pay duties. Can I return my item?
If an item is returned because the buyer did not pay duties, the cost of shipping the item as well as a $5.00 restocking fee will be deducted from the refund.
Can I cancel or change my order?
Our team starts the fulfillment process as soon as possible so if you need to cancel your order, please notify us right away so we can do our best to honor your request. We can’t edit any orders placed, so if you wish to change your order you will need to place a new one right away and we can cancel your original one for you if we’re notified in a timely matter.
My package hasn’t shown up, but tracking said it has been delivered, what do I do?
Adelisa & Co. is not responsible for lost or potentially stolen packages. Your mail carrier and local post office might be able to help and we also suggest looking carefully around your yard, back patio, etc. and talking to your neighbors just in case your package was misplaced. If you are still not able to locate it after following the steps above, e-mail us at firstname.lastname@example.org and we can help you start a claim. We are also not responsible for packages that are not able to be delivered because the wrong address was provided at checkout.