1. Coverage, cost and delivery time

The available shipping and pickup options depend on the address, commune, product and delivery methods enabled for your order. Before payment, you will be shown the shipping cost, the total purchase amount and the applicable delivery date or time range.

When a delivery time is stated in business days, unless otherwise indicated, this means Monday to Friday, excluding public holidays in Chile. Customer service on Saturdays does not by itself imply shipping or delivery on that day.

2. Preparation and tracking

Preparation begins once payment has been approved when that approval is required. If a shipping method has a cutoff time, you will be informed before purchase.

Where applicable, PLEXORIA will provide a tracking number or another means of tracking. If an order needs to be split into several parcels, this will not result in additional charges you have not accepted.

3. Delivery address and receipt

You must provide a complete and correct address, commune, contact details and access instructions. Requests to change the address are subject to feasibility when the order is already being prepared or is in transit.

The order may be delivered to the recipient or an authorized person at the specified location, including a concierge or reception desk where applicable. PLEXORIA or the carrier may request reasonable identification when the delivery method requires it.

4. Failed delivery and another delivery attempt

If a delivery fails for a substantiated reason attributable to the customer, such as an incorrect address, lack of access or absence when receipt is required, an available alternative will be arranged. If another delivery is needed and a charge is legally permissible, its cost will be disclosed for your acceptance before it is arranged.

The customer will not be required to pay an additional charge for errors by PLEXORIA or the carrier engaged by PLEXORIA. A failed delivery attempt does not by itself mean losing your order or the money you paid.

5. Damage, missing items or an incorrect product

Check your order when possible. If you notice damage, missing items or a different product, report it as soon as you can. Photos of the parcel, label and contents can help with the review. This recommendation does not set a 24-hour or 48-hour deadline that removes your legal rights.

6. Pickup and visits to the warehouse

Order pickups, in-person returns and occasional visits to the warehouse can be arranged in advance at Av. Marathón 2499, Bodega 041, Macul, Región Metropolitana, Chile.

Before visiting, confirm the date and time by email or WhatsApp and, for pickup, that your order is ready. If someone else collects your order, we may request the information reasonably needed to verify their authorization.

7. Contact

Preferred email: [email protected]. WhatsApp: +56 9 9509 6835. Usual service hours: Monday to Friday, 10:00–17:30, and Saturdays, 10:30–15:30, Santiago, Chile time, excluding public holidays.