The short version
- We ship from Lima, Peru, with Serpost, Peru’s national postal service, to the United States, the United Kingdom, Canada, Australia and New Zealand.
- Every order is tracked. The shipping cost depends on the weight of your order and your country, and you see it at checkout before you pay.
- United States: import duties are paid when we ship and added at checkout, so there’s nothing to pay on delivery. Other countries: any duties or taxes are paid by you on delivery.
- If your parcel arrives damaged, tell us within 7 days with photos and we’ll replace or refund it.
Where we ship
We ship to the United States, the United Kingdom, Canada, Australia and New Zealand. If your country isn’t listed at checkout, we can’t ship there yet.
We don’t ship to P.O. boxes or freight forwarders, because some carriers can’t deliver food parcels to them.
When your order leaves
We pack orders in Lima within 1–3 business days of payment (Monday to Friday, excluding Peruvian public holidays). If you pay by money transfer, we count from the day the money reaches us. Before packing, we check the seal and best-before date of every product.
Every parcel leaves Peru under Exporta Fácil, the simplified export system for small parcels run by SUNAT (Peru’s customs) and Serpost, with an export declaration that lists its contents and value.
When your parcel leaves Lima, we email you your Serpost tracking number. You can also see it in your account or on our order tracking page. In your country, the local postal service (USPS, Royal Mail, Canada Post, Australia Post or NZ Post) delivers it, and the same tracking number usually works on its website too.
Shipping options and costs
There are two options at checkout. Both are sent with Serpost and both are tracked:
| Option | Estimated delivery after it leaves Lima | Cost |
|---|---|---|
| Standard: Serpost registered airmail | About 10 to 30 days | By weight and country, shown at checkout |
| Express: Serpost EMS | About 7 to 10 days | By weight and country, shown at checkout |
Delivery times are Serpost’s estimates, not guarantees, and vary by country. Customs checks can add a few days. Very large orders may travel as more than one parcel. We don’t offer free shipping.
Customs, duties and taxes
Every parcel travels with a customs declaration that lists its contents and value.
United States
US import duties on postal parcels are collected when the parcel is sent. Serpost charges them to us, and we add them to your order at checkout as “US import duties and fees”. You won’t be asked to pay duties on delivery.
United Kingdom, Canada, Australia and New Zealand
- When the parcel reaches your country, customs may charge import duties, taxes (such as VAT or GST) and a handling fee from your postal service.
- Unless checkout shows they were included in your order, these charges are paid by you, usually to the postal service before delivery.
- The amounts are set by your country, not by us, so we can’t tell you in advance exactly what they’ll be.
- If you refuse to pay the charges and the parcel comes back to us, we refund the products minus the original shipping cost and the cost of the return.
Customs can inspect, hold or refuse any food parcel. If that happens, we’ll help with the paperwork. Refunds for parcels held or destroyed by customs are reviewed case by case.
Your delivery address
Please check your address at checkout. If you spot a mistake, email us at hello@pachaharvest.com straight away: we can change it until the parcel leaves Lima. After that, the postal service may charge a fee to redirect it, and a parcel returned because of a wrong address is refunded minus shipping costs.
Lost, late or damaged parcels
- Damaged on arrival: email us within 7 days of delivery with your order number and photos of the parcel, the product and the shipping label. We’ll send a replacement or a refund, including shipping.
- No tracking updates: if the tracking hasn’t moved for 10 business days, write to us. We’ll open a claim with Serpost.
- Lost: once Serpost confirms the parcel is lost, we replace the order or refund it in full.
For everything else about returns, see our returns and refunds policy.
Contact
[Legal business name], RUC [RUC], [Registered address], Lima, Peru. Email hello@pachaharvest.com, phone [Phone].