DELIVERY AND SHIPPING POLICY
Identification of FUERA DEL MOLDE
FUERA DEL MOLDE® is a commercial establishment of Grupo Tecnológico CATO S.A.S., a Colombian company identified with Tax Identification Number (NIT) 900.494.361-8, with mailing and business address at CL. 152 # 72-03, Tower 4, Bogotá D.C., and address for service of judicial notices at Calle 45A # 53-51, Barrio Virrey, Villavicencio, Meta. Contact telephone numbers: 310 283 6520 and 314 481 6215. For purposes of this Delivery and Shipping Policy, it may be referred to as “FUERA DEL MOLDE”, “FDM”, “we”, “our” or “us”, as applicable. The customer service email is [email protected].
At FUERA DEL MOLDE, we want the Buyer to know, before completing a purchase, how the preparation, dispatch and delivery of their Order will be managed, what costs and timeframes apply, and what they can do if a shipping issue arises.
This Policy sets out the operational delivery and shipping conditions contemplated in the FUERA DEL MOLDE Terms and Conditions and applies to physical Products purchased through the Marketplace. Terms defined in the Terms and Conditions will have the same meaning in this Policy unless expressly stated otherwise herein.
1. Scope of this Policy
This Policy governs the operational conditions applicable to the preparation, dispatch, transportation and delivery of physical Products purchased through the FUERA DEL MOLDE Marketplace.
The specific conditions applicable to each Order may vary depending on the Product, the Seller, the place of manufacture or preparation, the destination, the availability of logistics services, the selected shipping method and any other characteristics disclosed during the purchase process.
When FUERA DEL MOLDE acts as the direct Seller, it will coordinate delivery in accordance with this Policy and applicable law. When the Product is sold by an independent Seller, FDM may facilitate or coordinate logistics activities, without prejudice to the obligations applicable to each participant.
This Policy must be read together with the Terms and Conditions, the Exchanges and Returns Policy, the Privacy and Personal Data Processing Policy, and any other conditions applicable to the Order.
2. Order Delivery Timeframe
Before completing the purchase, the Buyer must be able to know the delivery timeframe applicable to the Order. This timeframe may include preparation, manufacturing, printing or customization time, as well as transportation time to the specified address.
If a delivery timeframe or range is expressly disclosed and the Buyer completes the purchase under those conditions, that will be the applicable timeframe. If no specific timeframe is disclosed, the maximum period established by current law will apply. At present, for e-commerce transactions, this period is thirty (30) calendar days counted from the day following communication of the Order, unless a different legal rule applies.
3. Preparation, Manufacturing, Printing and Customization
Some Products may be manufactured, printed, decorated, prepared or customized after the purchase is made. For this reason, dispatch does not necessarily occur immediately after the Order is confirmed.
Preparation time may vary depending on the type and quantity of Products, customization specifications, production technique and material availability.
It may also vary depending on the operational availability of the Seller, Producer or Printer.
When an Order includes Products with different preparation times, FDM may provide a common timeframe for the entire Order or arrange separate dispatches, depending on the available method.
4. Shipping Methods
FDM may make one or more shipping methods available depending on the Product, the Buyer’s location, available service coverage and the logistics provider’s conditions. The options available for each Order will be displayed during the purchase process where applicable.
Standard, priority, express, specialized or other shipping methods may be available. Not all methods will be available for every Product, destination or quantity. If a method has coverage restrictions, cutoff times, requirements or additional costs, these will be disclosed before it is selected.
5. Shipping Costs
Shipping costs applicable to the Order will be disclosed before the purchase is completed and will be shown separately where applicable. The amount may depend on the destination, weight or volume, quantity and type of Products, number of packages, place of dispatch, selected shipping method and the logistics provider’s rates.
When FDM offers promotions, coupons or free shipping, the specific terms disclosed for that benefit will apply. If an Order must be split for operational reasons not requested by the Buyer, no additional transportation costs will be charged unless they were previously disclosed and accepted.
6. Delivery Coverage and Restrictions
Delivery coverage will depend on the available logistics providers and the characteristics of the Order.
Some urban, rural, remote or hard-to-reach areas may have different conditions, costs or timeframes, or may be temporarily unavailable for delivery. When a known restriction affects the Order, FDM will seek to disclose it before the purchase is completed or as soon as reasonably possible.
7. Orders with Multiple Products and Partial Shipments
A single Order may include Products manufactured, printed, customized or dispatched from different locations. In these cases, the Order may be divided into two or more packages and the Products may arrive on different dates within the applicable timeframe.
When an Order is split, FDM may communicate the status and tracking information for each package separately.
Any outstanding package may be checked or reported through FDM’s customer service channels to verify its status.
8. Shipment Tracking
When tracking is available for the selected transportation method, FDM may provide the Buyer with the tracking number, link or other available information to check the shipment status.
Tracking availability depends on the carrier and the contracted service. Certain shipping methods may not provide real-time updates. Statuses displayed by the logistics provider are operational information and may be updated at intervals rather than continuously.
9. Delivery Address and Recipient Information
The Buyer must provide a complete and accurate delivery address together with the contact information necessary to complete delivery.
10. Updating Delivery Information
Changes requested after the Order is placed will be subject to its preparation and dispatch status.
If the Order has not yet been dispatched, FDM will seek to process the update where operationally feasible. Once the Order has been handed over to the logistics provider, the change may no longer be available or may depend on the carrier’s conditions.
If the modification results in an additional reshipment or redirection cost attributable to the Buyer’s request, FDM will disclose the amount or applicable mechanism before requesting payment.
11. Delivery Issues
The logistics provider may record a delivery issue when the service cannot be completed on the first attempt.
FDM may communicate the available alternatives for continuing the delivery process in accordance with the options offered by the carrier.
When a new shipment is required for a reason attributable to the Buyer and the law permits that cost to be passed on, FDM will disclose the applicable conditions before arranging it. If the issue is not attributable to the Buyer, no costs that legally correspond to the Seller, Producer or service provider will be passed on to the Buyer.
12. Receipt of the Order
Delivery will be completed in accordance with the conditions of the contracted logistics service. Depending on the carrier and the type of shipment, proof of delivery may be generated through the operational mechanisms enabled for the service.
13. Delivery Delays
If FDM becomes aware of a situation that may materially affect the delivery timeframe, it will seek to inform the Buyer through the available channels and, where possible, indicate the updated Order status and the applicable alternatives.
When the Order exceeds the accepted delivery timeframe or the applicable statutory maximum, the Buyer may exercise the rights granted by current law.
14. Order Not Received or Tracking Issue
If the delivery timeframe has expired and the Order has not been received, or if tracking shows an issue that prevents its location from being reasonably determined, the Buyer may report the case to FDM so that the corresponding verification can begin.
FDM may request available information from the carrier and coordinate the appropriate solution. The Buyer will not be required to determine whether the situation constitutes loss, failure to deliver or another legal category; FDM will assess the case based on the facts and manage the applicable framework.
If tracking shows the Order as delivered but the Buyer reports that it was not received, FDM may verify the proof of delivery and other available supporting records before communicating the appropriate solution.
15. Order Availability and Continuity
If, after confirmation, a situation arises that prevents preparation or delivery from continuing normally, FDM will inform the Buyer and apply the alternatives available under the Terms and Conditions and current law.
When the purchase must be terminated due to lack of availability or failure to deliver, the amounts paid will be refunded in accordance with the timeframes and conditions established by applicable regulations and the Exchanges and Returns Policy.
Where the law allows the consumer to unilaterally terminate the contract due to lack of availability or because the applicable delivery timeframe has been exceeded, the consumer will be entitled to a monetary refund of the amounts paid without withholding or deductions. At present, that refund must be made effective within a maximum period of fifteen (15) calendar days.
16. Issues with the Product Received
Issues relating to the condition, characteristics or conformity of the delivered Product will be handled in accordance with the Exchanges and Returns Policy.
The Buyer must retain the Product while the request is being reviewed and provide the supporting materials reasonably necessary to identify what occurred.
FDM will assess the reported facts and manage the appropriate solution in accordance with the Exchanges and Returns Policy and applicable regulations.
17. Situations That May Affect Logistics Services
Factors external to the normal transportation process may cause variations or temporary disruptions on certain routes or in certain areas.
FDM may publish specific operational notices in the Help Center when a temporary situation has a material impact on certain shipments.
These situations do not exclude or reduce any mandatory rights granted to the Buyer by law where a failure to deliver or another protected circumstance occurs.
18. International Shipping, When Available
When this shipping option is available, the applicable coverage, timeframe and cost will be disclosed during the purchase process.
If the destination is subject to additional procedures or charges, the known conditions applicable to the Order will be disclosed during the purchase process where applicable.
19. Relationship with Exchanges, Returns, Warranty and Other Rights
This Policy primarily governs delivery logistics. Requests related to preference-based exchanges, statutory warranty, the right of withdrawal, returns, refunds and payment reversal will be handled in accordance with the Exchanges and Returns Policy and applicable law.
When a post-delivery request results in transportation costs, the rules established in the Exchanges and Returns Policy will apply.
20. Information Required to Manage Delivery
To prepare, dispatch, transport and deliver an Order, FDM may communicate to Sellers, Producers, Printers and logistics providers the information strictly necessary for each participant to perform their role.
21. Participation of Logistics Providers
FDM may use specialized third parties to transport and deliver Products.
Dispatch to the carrier and delivery to the Buyer are separate stages of the logistics process.
22. Handling Delivery Issues
Delivery issues may be reported through the customer service channels provided by FDM. To facilitate handling, the Order must be identified and the situation clearly described.
23. Updates to this Policy
FUERA DEL MOLDE may update this Policy when necessary due to legal, operational, technological or commercial changes, or changes in the logistics services available.