Shipping, Returns and Refunds Policy

1. Shipping Coverage

Thanks to our strategic partnership with Coordinadora, we ship nationwide across Colombia and also to international destinations.

• Domestic Shipping: We reach most municipalities and cities in Colombia. Specific coverage can be verified when you enter your address during checkout.
• International Shipping: We offer shipping to more than 220 countries. Please note that international shipments are subject to customs regulations and possible local taxes.

2. Delivery Times

3. Shipping Costs

4. Order Tracking

Once your order is dispatched, you will receive a confirmation email with the Coordinadora tracking number. With this number, you can track your package in real time through the carrier's website to check its status and location.

5. Damaged Products or Lost Orders

Customer satisfaction and product safety are our priority.

6. Returns Policy and Right of Withdrawal

We understand that things don't always go as expected. That's why we offer a clear return process in accordance with Colombian law.

7. Refund Process

Once we receive the returned product at our facilities and verify that it meets the conditions, we will process your refund.

• Refund Timeline: The refund will be issued within 15 to 30 calendar days from receipt of the returned product.
• Deductions: The initial shipping costs (if applicable) and transaction fees or payment gateway commissions will be deducted from the total refund amount.
• Refund Method: The money will be returned to the original payment method or through an agreement between the parties.

8. Shipping Restrictions

• We do not ship to P.O. Boxes.
• For international shipments, the customer is solely responsible for any import tax, tariff, or customs charge that may apply in the destination country. These costs are not included in the product price or the shipping cost paid to Lissypet.