Shipping policy

Order Confirmation, Acceptance, Changes, and Cancellations

Your order is considered “accepted” when we confirm payment and issue confirmation by email or message. Until then, Oro Dulce may reject it.

If you request changes to order details (address, model, size) after confirmation, we will try to accommodate, but we do not guarantee it. Late changes may cause additional charges and/or delays.

Cancellations: (a) standard orders may be canceled only before they enter preparation/packing; (b) customized or made-to-measure orders cannot be canceled once production has started. In all cases, the no-refund policies described in these Terms apply.

Shipping, Delivery, and Risk of Loss

We ship within the United States (or as logistics availability allows). Delivery times are estimates and may vary due to seasonality, weather, customs, or carriers.

Shipping costs are disclosed before payment. Some orders may require a signature upon delivery.

Risk of loss: once the package is delivered to the carrier, the risk of loss or damage transfers to the Customer to the extent permitted by law. However, we will assist with carrier claims when applicable.

Address: you are responsible for providing a correct and secure address. Reshipments or corrections may result in additional charges.

Inspection Upon Receipt and Transit Claims

Upon receiving your order, inspect the package and piece immediately. If you notice visible damage, missing items, or evidence of tampering, you must report it within 24 hours with photos and video of the packaging, and do not discard it.

Claims for “package marked as delivered”: if the carrier marks the package as delivered and you did not receive it, report it within 24 hours so we can initiate a request. These cases are resolved through the carrier’s investigation and do not guarantee an automatic replacement.