Frequently Asked Questions
What type of wood are the pieces made of?
The light-colored wood pieces are manufactured in Urapan and the pieces in colors such as reddish, mahogany or dark pigmentation are made of Cedro and Tananeo wood.
What are the measurements of the wood therapy pieces?
To know the measurements of the wood therapy pieces you can visit the detailed description of each of our products. Example Body Wood Therapy / Cups / Cabo Mushroom Cup
How should I clean the wood therapy pieces?
For instructions on how to clean the wood therapy pieces, see Product Use Conditions
What should I know for the use of the wood therapy pieces?
The advice and recommendations for the proper use of the wood therapy pieces can be consulted in the Product Use Conditions
Can I change the products that I purchase through the online store?
At Madecolombia we care about the health of our customers, that is why to maintain the hygiene and guarantee of our products we do not accept returns of any of the pieces because they belong to a range of “articles of beauty and personal aesthetics”, with exceptions if The item is not the one you bought or due to manufacturing or assembly faults and must be in perfect physical and hygienic condition, without any prior use.
For information, see Warranty and Returns and Refund Policies
Only under these conditions can the warranty request or the possibility of reimbursement be applied, in case of applying these terms will only be effective if the piece is in perfect hygienic and physical condition. The warranty does not cover breakdowns or damage caused by improper use. The terms of the warranty are associated with manufacturing and assembly faults and these terms will only be effective if the part has been used correctly.
This includes:
-According to the conditions of use of the product.
-In environmental conditions according to the specifications indicated by Madecolombia.
-In operating conditions according to the indicated specifications.
We do not make Returns, Refunds or Guarantees after the product is shipped, you have the responsibility to read and understand the Warranty Policies, Product Conditions of Use and Returns and Refunds before purchasing any part. We ask that you read carefully. We only make exceptions when the description does not fit the product you bought or in the cases mentioned Warranty Policies / Conditions for Warranty Request.
We just want you to love and enjoy each of our handmade pieces, with 100% Colombian raw materials!
For instructions or how to return or refund if applicable, see Returns and Refunds
When will I receive my order confirmation email?
Order confirmation emails are usually sent within minutes of placing your order, but it may take a little longer depending on the payment method you have chosen; be sure to check your spam folder. You can also check the status of your order.
If you did not receive your order or shipping confirmation email, please contact us:
– Through our email info@madecolombia.com (Subject: my confirmation email).
– On our Website WW.MADECOLOMBIA.COM at the ‘Contact Us’ form.
This will allow us to confirm the email address associated with your account. We often find that email addresses are misspelled and are the cause of emails not arriving. Also, when using PayPal, please verify that there is no alternate email address associated with your PayPal account, as your order confirmation email may have been sent there.
How long does it take for my order to be shipped?
It depends on the shipping method you choose:
For Colombia:
- Standard shipping (applies to all of Colombia): On average it is shipped one business day after purchase through the carrier, which in turn has its own delivery times which are estimated within 3 and 8 business days, without have no setbacks due to accesses, roads, weather conditions, etc.
- BOGOTÁ next day (applies only for deliveries in Bogotá): It is shipped the business day after the purchase and will arrive the business day after the purchase if the purchase is made before 4pm, if the purchase is after 4pm will be classified as priority for the following business day and will be dispatched on the second business day and will arrive on the same day of dispatch.
For more details of all our shipping policy, times and other frequently asked questions about shipping, see Colombia Shipping Policies
For the United States:
- Priority Shipping (applies to the entire United States): On average it is shipped one business day after purchase through the shipping company, which in turn has its own delivery times which are estimated within 1 and 3 working days, without having any inconvenience due to accesses, roads, weather conditions, etc.
- First class shipping (applies to the entire United States): On average it is shipped one business day after purchase through the shipping company, which in turn has its own delivery times which are estimated within 2 and 5 business days, without having any inconvenience due to accesses, roads, weather conditions, etc.
- Next Day Shipping (applies to the entire United States): It is shipped on the day of purchase and will arrive on the business day following the purchase if the purchase is made before 11am, if the purchase is after 11am it will be classified as a priority for the next business day and it will be dispatched that day and will arrive the day after the dispatch.
For more details on our shipping policy, times and other frequently asked questions about shipping, see United States Shipping Policies
To other countries:
Shipments outside of Colombia and the United States are classified as international shipments and the costs and delivery times depend on the country of destination and the mode of shipment, transit times do not include delays or customs delays, shipping costs only include freight, taxes or customs costs are not included.
For more details of all our shipping policy and times, see International Shipping Policies
If you did not receive your order or shipping confirmation email, please contact us:
– Through our email info@madecolombia.com (Subject: my confirmation email).
– On our Website WW.MADECOLOMBIA.COM at the ‘Contact Us’ form.
This will allow us to confirm the email address associated with your account. We often find that email addresses are misspelled and are the cause of emails not arriving. Also, when using PayPal, please verify that there is no alternate email address associated with your PayPal account, as your order confirmation email may have been sent there.
What happens if my order is delayed or gets lost?
COVID-19 UPDATE: Due to the extremely high volume on the delivery carrier’s network, there may be delays in receiving your order. We appreciate your patience.
If your delivery is delayed, we ask that you allow an additional two business days after your Expected Delivery Date, if your package has not yet arrived by that time, please contact us.
– Through our email info@madecolombia.com (Subject: Delay in my delivery)
– On our Website WW.MADECOLOMBIA.COM in the ‘Contact Us‘ form
If you did not receive your package, we ask that you allow an additional business day after the delivered scan, as the carrier may have accidentally scanned the delivery too soon. If your package has not arrived yet, please contact us.
– Through our email info@madecolombia.com (Subject: I did not receive my package)
– On our Website WW.MADECOLOMBIA.COM in the ‘Contact Us’ form
NOTE: Be sure to look for your package; some carriers leave packages in hidden places so they cannot be seen from the street. Check to see if someone else, such as a neighbor or an apartment office manager, accepted the delivery on your behalf.
For more details of all our shipping policy, times and other questions about shipping, see Colombia Shipping Policies, United States Shipping Policies and International Shipping Policies
What should I do if the product I received is not the one I ordered or is in poor condition?
You should contact us immediately:
– Through our email info@madecolombia.com (Subject: Package with anomalies)
– On our Website WW.MADECOLOMBIA.COM in the ‘Contact Us’ form
We will give you a solution in the shortest possible time depending on the situation, you have 12 hours to report any anomaly, physical damage or missing in your order, after this period no claim will proceed.
From anywhere in the world, if you are in Colombia, Standard Shipping (3-8 business days) is free for purchases over $250,000COP and in the United States, First Class shipping (2-5 business days) is free for purchases over $ 250.00 USD
