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Returns & Exchanges

RETURN AND EXCHANGE POLICY – RETAIL ORDERS

Last Updated: 7/14/2022

Thank you for shopping at https://www.shupaca.com

If, for any reason, You are not completely satisfied with a purchase, we invite You to review our Policy. 

The following terms are applicable for any products that you purchased with us.

 

INTERPRETATION AND DEFINITIONS

Interpretation

The words of which the initial letter is capitalized have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or in plural.

Definitions

For the purposes of this Return and Exchange Policy:

Business Company (referred to as either "the Company", "We", "Us" or "Our" in this Agreement) refers to Shupaca Located at 645 Marsat Court, Suite C, Chula Vista, CA 91911CaliforniaUS.

Goods refer to the items offered for sale on the Service.

Orders mean a request by You to purchase Goods from Us.

Service refers to the Website.

Website refers to My Site, accessible from https://www.shupaca.com

You means the individual accessing or using the Service, or the company, or other legal entity on behalf of which such individual is accessing or using the Service, as applicable.

 

GENERAL RETURN POLICY

We want you to be happy with your purchase. If you are not completely satisfied, you can return the product to us and we will either repair/replace it, or credit your account. You are eligible for a REFUND or EXCHANGE which are subject to the below terms:

If the product is returnd for a refund, the customer will be resposible for the original shipping cost and the return shipping cost.  This will be charged to the customer through a reduction in the refund issued.

If the product is exchanged, the customer will be resposible for the return shipping cost of the original item and the shipping cost for the replacement.  This will be charged to the customer through a reduction in the refund issued if applicable, or via a new payment from the customer.

Product that are bought from the Physical Stores cannot be returned to Shupaca. Please contact the store of purchase for their policy regarding returns.

All Items are eligible for return except products that are: Discounted "Sales Items" listed on our Sale Page and Gift Cards.

You are always required to ship back the items by following the shipping instruction:

The customer will be responsible for all shipping costs to return the products to Shupaca. Customers can ship with any carrier they wish but must generate the shipping label independently. 

If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.

 

REFUND POLICY

In order to be eligible for a refund, you have to return the product within 30 days of your purchase. If the product is damaged in any way, or you have initiated the return after 30 days have passed, you will not be eligible for a refund.

In order for the product to be eligible for a Refund, make sure these conditions are met:

  • Product must be returned in its original packaging
  • Product wasn't used or damaged
  • Product must include original tags (if applicable)

Aside from these conditions there are product that can be returned but are not refundable as stated in the following:

After we receive your product, our team of professionals will inspect it and process your refund. The money will be refunded to the Original Payment Method you’ve used during the purchase. 

Gift Cards and Final Sale Items sold on https://shupaca.com/collections/alpaca-sale are not eligible for a REFUND

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 at returns@shupaca.com.

 

EXCHANGE POLICY

Products can be exchanged for a different size or color variation, provided that such variation is available. Customers are allowed to exchange for item within 30 days. Exchanges exceeding 30 days will not be processed. 

In order to be eligible for exchanges make sure that these following conditions are met:

  • Product must be returned in its original packaging
  • Product wasn't used or damaged
  • Product must include original tags (if applicable)

You are required to ship back the product for the item to be inspected and replaced.

You exchanged product will be processed Once items are received and conditions confirmed.

You are given the rights to exchange the item, One time. Provided that all conditions in Exchange Policy are met.  Customers will incur the cost for the return shipment.

Gift Cards and Final Sale Items sold on https://shupaca.com/collections/alpaca-sale are not eligible for a REFUND

 

GIFTS

If the Goods were marked as a gift when purchased and then shipped directly to you, You'll receive a gift credit for the value of your return. Once the returned product is received, a gift certificate will be mailed to You.

If the Goods weren't marked as a gift when purchased, or the gift giver had the Order shipped to themselves to give it to You later, We will send the refund to the gift giver.

 

CONTACT US

If you have any questions about our Returns and Refunds Policy, please contact us:

  • By email: returns@shupaca.com

 

HOW TO INITIATE A RETURN

If you have a request for Return, Refund or Exchange and if you have further clarification and questions, Please do not hesitate to contact us through our:

Email Address: returns@shupaca.com

You will be updated for their Return Status through their EMAIL, provided that contact information is recorded to us.

 

RETURN AND EXCHANGE POLICY – WHOLESALE ORDERS

Wholesale orders are NOT eligible for refunds.  Wholesale orders will only be allowed to process returns or exchanges if the issue is one of the following and reported within 7 days of receiving your order.

  • Damaged Items
  • Incorrect Items

In these cases Shupaca will replace the items once the original items are returned if requested by Shupaca.

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