Refund and Returns Policy

By placing an order on this website you agree to the terms and conditions stated in this
shipping and returns policy.” If you have not agreed yet, you will do when you check markcheck“Agree to the Terms and Conditions” at the checkout section.

Our fulfillment center is located in Fort Lauderdale, Florida.
All orders ship from zip code 33029 & 33327

We ship anywhere in the Continental US including Hawaii and Puerto Rico.
We do not ship to Canada or Mexico. We only ship within the USA.
Once an order is shipped it cannot be cancelled, nor refunded.

The shipping you choose at checkout does not indicate the processing time of your order.
The shipping you choose at checkout only indicates the transit time from our door to your
door once the order ships.

The Hallaca Factory does not process orders immediately.
We take from 48 
up to 72 hours to process orders depending on the circumstance.

Many items are made to order and they are made/baked on a specific day of the week.
Example, Cachitos are baked on Thursdays. If your order contains Cachitos it will have to wait
until the next following Monday. No exceptions.

Orders only process immediately if certain conditions are met, example:
If you are a familiar customer, it is early in the week, and items are in stock.
Otherwise it must wait until products become available.

During the never ending COVID-19 times, everything is awkward. Things are delayed for no reason.
Some due to shortage of supplies and personnel. Others for no reason at all.
We appreciate your patience. We strive to do our best.

All orders containing perishable items will be charged $4.99 for insulated boxes and dry ice-packs fee.

We ship in Styrofoam insulated boxes. These boxes maintain items at a proper temperature during transit,
which is 2 to 3 days for the most part. Our insulated boxes also contain re-usable dry ice, or gel-packs.

Attention please: If you are planning a party, a gathering, or an event, and must have your order delivered
before certain date, or day, please “Notify Us” by dropping a note on the: “Special Instructions to the Order,”
at the checkout section. We are not wizards; therefore, advise us.

Attention: No perishables will be sent to PO BOXES.

If you live in a rural area, and your order must go via  FedEx or UPS,
please “Notify Us” by dropping a note on the: “Special Instructions to the Order.”

If you do not have a mail receptacle, or live on a new development,
and must have parcels sent to a PO Box please “Notify Us.” Drop a line on:
“Special Instructions to the Order.”

If you plan to travel, and have a short dead line, please “Notify Us”
by dropping a note on the: “Special Instructions to the Order.”

We cannot remind you enough: We do not ship to PO Boxes using UPS or FedEx,
avoid delays and complications. If you must have your order shipped to a Post Office Box
for a special reason you must choose USPS.
There no exceptions to this rule, so please “Notify Us,”  drop a line on the
“Special Instructions to the Order” box.

As you can see, almost everything can be done if you just let us know.
“Special Instructions to the Order” is there for you, so please use it!


The Hallaca Factory will not be liable for spoilage of products due to:
Forgotten pickups.
Packages left out in the sun.
At the back, side door, or stolen.
Broken due to extreme rough handling.
Ripped out, or eaten by the dogs.
Misplaced behind the steps.
Hidden on the porch.
Delivered elsewhere, or next door.
The guy did not ring the bell, Etc.

We do not remote control what the guy does.
“Every head is its own world” all guys think different, and operate different.

The Hallaca Factory’s sole obligation is to sell, pack, and hand the parcels to
carriers to ensure a successful delivery.
If any of the above unfortunately occurs, and trust us, “Stuff Happens,” it will be
considered merely bad luck.

Track your package, avoid any of these previous situations.
Any event, or situation after a parcel has been picked up is completely beyond our means and control.
Please, take the necessary precautions. Let your neighbor know, or have the order shipped to your place of business.
These are safe practices that help to avoid delays and complications.
One safe practice is to make sure you double check and write your
“Complete Delivery Address Including the Apt Number,”
or lot#, suite#, Etc. Please avoid unnecessary delays.

Do not assume the “Mailman Knows You,” “The Guy, or Concierge Knows You.

Anything can happen the day of the delivery.
For instance, it could be the locum filling in for the regular guy.
Did you know that the regular guy has days off during the week?
Yes, some even have Dr’s appointments, sick days, and stuff like that.
Others at times don’t even show up for work, especially during these COVID-19 times.

So, please double check and write your “Complete Delivery Address along with the lot, suite, or apt number.”
If you do this, we promise you that we will do the rest and it will be a successful one.
Thank you in advance for taking the necessary precautions.

Other things to consider:
If for any reason, an order is returned due to being undeliverable, we will workout with the customer.
A short investigation will be conducted. Based on the results, we will come to a resolution.
Most of the times the result is beneficial for both parties. In most cases we will replace the order.

Customers placing orders on this website hereby agree that it is the customer’s sole responsibility
to look and track after their package to ensure a successful delivery.
For such task, The Hallaca Factory hereby agrees to email a tracking number to the customer
once the order has been shipped.

The Hallaca Factory will not be responsible for tracking numbers not being delivered due to email typos,
emails falling on junk folders or considered spam by the customer’s server.

Make sure you receive an email order confirmation. If you do, you will receive a tracking number.

If you do not get an email order confirmation, check your spam, or junk folder.
If still not there, most likely you had typo your email. Contact Us and let us know.

Tips for choosing shipping methods.

If you live in Mountain Time, or Pacific Time, we strongly recommend to use the
“Express” option if you can afford it instead of the “USPS Priority Mail.”
This ensures a faster and most important guaranteed delivery time.

USPS 2nd day is a gamble on most major metro areas. They seldom deliver in two days. Also they screw up a lot.
Avoid using this option unless you know your post man very well and he knows you, and it is not a busy time of the year.
Keep in mind you are ordering food that you are going to be eating; nevertheless, the choice is ultimately yours.
(If a mail parcel is delayed, please do not blame it on us. “We warned you”
The previous circumstance does not  apply to dry products.
If you are only ordering dry good sometimes depending on what it is, the mail service is more convenient than the other services.

It is crucial to refrigerate or freeze upon arrival, cold and frozen products accordingly.

We do not ship Thursdays, or Fridays to avoid weekend interruptions.

Orders received late in the week, meaning late on Wednesdays, will be shipped the next following Monday.
Unless is an FL, GA, AL, MS, LA, TN, KY, SC, NC, OH, VA, DC, MD, PA, IN, AR, WV.  
In the event that the following Monday is a holiday, or such is being observed, it will then ship on the next following Tuesday.

Below you will find a map of “Ground” shipping transit times with FedEx.
(FL is Next Day Delivery via Ground ) except for the Pan Handle area.

You know you are in the Pan Handle if you are on Central Time.

The Hallaca Factory will not issue refunds on bad choices made on shipping services.


Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, we can’t offer you a full refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.

Several types of goods are exempt from being returned. Perishable goods such as food, flowers, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.

Additional non-returnable items:

  • Gift cards
  • Downloadable software products
  • Some health and personal care items

To complete your return, we require a receipt or proof of purchase.

Please do not send your purchase back to the manufacturer.

There are certain situations where only partial refunds are granted:

  • Book with obvious signs of use
  • CD, DVD, VHS tape, software, video game, cassette tape, or vinyl record that has been opened.
  • Any item not in its original condition, is damaged or missing parts for reasons not due to our error.
  • Any item that is returned more than 30 days after delivery


Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.

If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.

Late or missing refunds

If you haven’t received a refund yet, first check your bank account again.

Then contact your credit card company, it may take some time before your refund is officially posted.

Next contact your bank. There is often some processing time before a refund is posted.

If you’ve done all of this and you still have not received your refund yet, please contact us at {email address}.

Sale items

Only regular priced items may be refunded. Sale items cannot be refunded.


We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at {email address} and send your item to: {physical address}.


If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.

If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and they will find out about your return.

Shipping returns

To return your product, you should mail your product to: {physical address}.

You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.

Depending on where you live, the time it may take for your exchanged product to reach you may vary.

If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

Need help?

Contact us at {email} for questions related to refunds and returns.