Shipping policy
CONGO outsources international transport services from companies such as UPS, DHL, FEDEX, our local courier, among others. Therefore, the client shall accept all the terms and conditions provided for in the respective standard-form contract of any of the aforementioned companies. The client will be notified of the shipping costs prior to the closure of the purchase order. Also, the client shall agree to pay any and all charges and additional costs deriving from such delivery, if any when nationalizing the merchandise to its final destination.
Products will be shipped within 48-72 hrs after receiving the purchase order, regarded that there is immediate availability of stock. CONGO’s staff is extremely careful with the packaging of each item in order to assure the delivery of the products in perfect condition. The shipping time by air transportation is subjected to the final shipping destination, as well as to the delivery conditions of the contracted company. Normally, it may take between 1 to 5 business days for the item to arrive using DHL Ecommerce services. In case our client wants to contact the contracted company in any way, CONGO commits itself to provide all the necessary support in order to do so. Furthermore, in case of anticipating any kind of delay in the delivery of the package, CONGO will immediately contact the client.
WHEN THE SHIPPING IS DELIVERED TO FINAL DESTINATION, please open the package upon arrival in front of the carrier’s agent. If merchandise is not in perfect condition, do not accept the product(s), return all packaging material and request the agent to open a claim. It is very important that you follow these instructions accurately so the carrier can proceed with the claim's procedure and reimburse both the merchandise and shipping costs once applied the insurance.
Congo is not responsible for the shipment process; we only act as an intermediary. It is our obligation, however, to follow up on the claim and keep you informed on any information we receive from the carrier.