Shipping & Returns
Shipping
Thank you for choosing Mercado de la Raza! We are thrilled to offer our delicious Latin American candies and chocolates to customers throughout Honolulu and the surrounding islands.
SHIPPING METHODS AND COSTS
We offer shipping throughout the Honolulu Island via USPS, UPS and DHL. Shipping costs will be calculated based on the weight and destination of your order. Shipping costs will be displayed at checkout before you complete your purchase.
DELIVERY TIMES
We process and ship orders within 1-2 business days. Delivery times vary depending on the shipping method and destination. Orders shipped within the Honolulu Island usually arrive within 3-5 business days.
TRACKING YOUR ORDER
Once your order has shipped, we will send you a confirmation email with tracking information. You can also log into your account to check the status of your order and track your shipment.
MISSING OR DAMAGED PACKAGES
In the unlikely event that your package is missing or damaged during shipping, please contact us immediately. We will work with you to resolve the issue as quickly as possible.
INTERNATIONAL SHIPPING
At this time, we only ship nationally in Hawaii. We do not offer international shipping.
RETURNS AND EXCHANGES
Due to the nature of our products, we do not accept returns or exchanges. However, if you are not satisfied with your purchase, please contact us and we will do our best to resolve the issue.
If you have any questions or concerns about our shipping policy, please don't hesitate to contact us at alex.villarino@marchante.co.
Returns
At Mercado de la Raza, we want you to be completely satisfied with your purchase. We understand that sometimes items may need to be returned or exchanged, and we are happy to accommodate reasonable requests for refund.
Eligibility:
In order to be eligible for a refund, items must be returned within 14 days of the purchase date, and must be in their original packaging and in new, unused condition. If the item has been opened or partially consumed, we cannot accept a return or issue a refund. Additionally, items that have been damaged due to misuse or mishandling cannot be refunded.
Shipping:
Mercado de la Raza is not responsible for any shipping or handling costs associated with the return of an item.
Refund Process:
To start a return you can contact us with your order number and reason for the return. We will review your request and, once it is approved, we will provide you with instructions for shipping the item/s back to us. Once we receive the item/s and confirm that it meets our eligibility requirements, we will issue a refund to the original payment method used for the purchase. Please consider that depending on your bank or credit card company it might take 10 to 15 business days to process and post the refund.
Exceptions / Non-returnable items:
Due to the perishable nature of our products, we cannot accept returns or issue refunds for items that have been opened or partially consumed, frozen products, or products that require refrigeration. Additionally, items that have been damaged due to misuse or mishandling cannot be refunded. We also cannot refund shipping or handling costs associated with the original purchase. Lastly, we cannot accept returns on sale items.
Exchanges:
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
We take the quality of our products very seriously and are committed to ensuring that our customers are completely satisfied with their purchases. If you have any questions or concerns about your order, please don't hesitate to contact us at alex.villarino@marchante.co and we will do our best to address your concerns.
Thank you for choosing Mercado de la Raza!