Shipping & Returns

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 mark “Agree to the Terms and Conditions” at the checkout section.

The Hallaca Factory reserves the right to refuse service on any given customer at any given time.
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.

Attention:
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.
For instance, Cachitos are baked on Thursdays. If your order contains such item, it must wait
its turn to ship until the next Monday. This is the way it is.

Orders process immediately only if certain conditions are met, for example:
If you are a familiar customer, it is early in the week, and items are in stock,
otherwise it must wait its turn.

During these 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 gel-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!

Attention:
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.

Attention:
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.

If you have any concerns, we invite you to write us in our section contact us
and we will answer your questions as soon as possible. We welcome your comments.

Returns & Refunds
The Hallaca Factory does not take title to returned items until the item arrives
at our fulfillment center. At our discretion, a refund may be issued or a substitution may
be sent without requiring a return. In this situation, The Hallaca Factory does not take
title to the returned item.

If 30 days have gone by since your purchase, unfortunately
we can’t offer you a 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 cannot be returned.
There are certain situations where only partial refunds are granted: (if applicable)
Any item not in its original condition, damaged during parcel, or missing parts for
reasons not due to our error, or any item returned more than 30 days after delivery.
Refunds (if applicable)
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 The Hallaca Factory at it's sole discretion will decide wich way is best to provide
the refund, it could be in the form of a check or it will automatically be applied to your
credit card or original method of payment, within 20 days.
A restocking fee of $10.00 may apply if refund is granted.

Late or missing refunds (if applicable)
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

Sale items (if applicable)
Only regular priced items may be refunded, unfortunately sale items cannot be refunded.
Exchanges (if applicable)
We only replace items if they are defective or damaged.  If you need to exchange it for
the same item, contact us 
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 shipping an item over $75,
you should consider using a traceable shipping service or purchasing shipping insurance.
We don’t guarantee that we will receive your returned item.