Frequently Asked Questions (FAQ)
Processing and Tracking Time:
The processing time for all products is 3 to 5 days.
Once your order is ready, we will send you another email with tracking information once your order has been shipped from our warehouse.
We appreciate your patience and ask that you keep an eye on your inbox.
Shipping Packaging:
For logistical reasons, some items in the same order may be shipped in separate packages. This means:
Shipping Times (once the order is processed):
Domestic Shipping: 3-5 business days
Skip the Line Shipping: Priority shipping that is done the same day the order is placed (as long as it is placed before 3:00 PM) and has an additional cost on top of the shipping cost. It only operates in major cities.
Refund and Replacement Policy:
If you received a damaged or defective item, we will replace the item at no additional cost for your peace of mind. Please contact us within 48 hours of receiving your order.
We can only offer replacements at no additional cost if you meet the following criteria:
The items are defective: damaged/broken or dirty upon arrival.
Packages lost in transit.
Note: TE LOTENGO YA! will not be responsible for any products lost due to incorrect addresses.
Please ensure that all the information you have provided is correct before placing your order to avoid losses in transit or other issues.
Cancellations and Returns
You can request a cancellation within 24 hours of purchase. In any case, you can cancel at no cost as long as the order has not yet been shipped. Otherwise, the order will be processed as a return.
If the shipment has already been made, the return will be processed.
If the shipment has already been made, the return will be processed. If you wish to exchange or return the product after receiving it, you may do so provided you meet the following conditions:
VALIDITY: This process can only be carried out within the first 5 business days following receipt of the package.
CONDITION: It is essential that the product's integrity is guaranteed. The exchange or return process can only be initiated if the products show no signs of use, have intact tags, are impeccably clean, and the box and accessories are in perfect condition.
SHIPPING: Shipping and insurance costs are the responsibility of the customer, and the packaging must guarantee that the product is received in perfect condition. It is the buyer's responsibility to take the necessary precautions to ensure that the product, including its box, is not damaged during transport.
You can also contact our customer service at support@telotengoya.net with any questions at any time.
I placed an order but didn't receive a confirmation email... what's going on?
Please ensure your email address is correct when placing your order. Kindly check your spam folder to see if your confirmation email was sent there.