Frequently Asked Questions
Shipping
Do you offer shipping by mail?
Yes, we offer shipping via USPS for domestic orders. If you wish to ship your order Internationally, please email us at orders@jilgueritos.com.
Do you offer local delivery?
Local delivery is not currently available.
Do you offer store pickup?
Store pickup is not currently available.
What are your costs for shipping, local delivery, and/or store pickup?
For domestic shipping, we offer various USPS options with rates ranging from free to $12. If you wish to ship your order Internationally, please email us at orders@jilgueritos.com. Local delivery and store pickup are not currently available, please contact us for more information.
How long will it take to receive my order?
The processing time for orders is typically 1-3 business days after placing your order. Shipping times may vary based on merchandise availability and credit card authorization.
What shipping service do you use?
We use USPS for all domestic orders including Puerto Rico and USA. If you wish to ship your order Internationally, please email us at orders@jilgueritos.com.
To which countries and/or towns do you send your products?
We ship our products to the United States and Puerto Rico. If you wish to ship your order Internationally, please email us at orders@jilgueritos.com.
Do you offer international shipping?
If you wish to ship your order Internationally, please email us at orders@jilgueritos.com. Customers are responsible for duties, tariffs, and customs fees.
Returns
What is your return policy?
You can return eligible items within 15 days of the delivery date. Returns are eligible for a full refund in the form of store credit. Please note that original shipping costs are non-refundable.
What would be the steps to follow if I want to make a change to my order?
For order changes, please email us at orders@jilgueritos.com with your request, and we will assist you further.
What would be the steps to follow if I do not receive my order?
If you don't receive your order, please contact our customer service at orders@jilgueritos.com for further assistance.
What would be the steps to follow if I receive my order defective or damaged?
If you receive a defective or damaged item, it must be reported to Customer Service via email at orders@jilgueritos.com within 24 hours of delivery to initiate a return or exchange.
What products can be returned?
Eligible items can be returned within 15 days of the delivery date. These items must be in unused condition, with all tags attached, and returned in the original packaging.
What products cannot be returned?
Products marked as ”sale”, products part of a specific sale or promotion, special orders or preorders, and gift cards may not be canceled, returned, or exchanged.
What products can be exchanged for another?
Please contact us at orders@jilgueritos.com for exchange-related inquiries.
How long do I have to return an item or product?
You have 15 days from the delivery date to return an item.
What are the conditions or rules to return or exchange a product?
To return or exchange a product, it must be in unused condition, with all tags attached, and in the original packaging. Products that have been washed, worn, altered, or damaged after receipt cannot be returned.
What are my return options?
Returns are eligible for a full refund in the form of store credit. Refunds to the original form of payment will only occur if there are inventory issues with your order and it cannot be fulfilled.
Will you have to incur any cost to return an item?
You are responsible for the shipping costs of the returned item. If a package is returned due to an insufficient or undeliverable address, your order will be refunded minus any shipping fees.
What would be the requirements for a return to be approved?
Return approval is at the discretion of our operations team, and it must comply with the conditions outlined in our policy.
If the return is approved, to what address should I send my item?
You should send the return to Jilgueritos at the following address: 1335 Ave Luis Vigoreaux, Guaynabo PR 00966, United States.
Can sale items be returned?
No, products marked as ”sale” may not be returned."
How do I contact you if I can't find the answer to my questions here?
For further assistance or if you can't find the answer to your questions, please contact us at orders@jilgueritos.com.
Wholesale
How can I access wholesale pricing on your products?
Wholesale pricing is available to approved wholesale clients. To get started, you need to create a wholesale account on our website.
How do I create a wholesale account?
To create a wholesale account, visit our website and look for the “Wholesale”. Follow the instructions to register and provide the necessary information.
What information do I need to provide when creating a wholesale account?
When creating a wholesale account, you may be asked to provide your business information, including your company name, business address, tax ID or resale certificate, and contact details.
How long does it take to get my wholesale account approved?
The approval process can vary, but we aim to process applications as quickly as possible. You will receive an email notification once your account is approved.
Are there minimum order quantities for wholesale purchases?
Minimum order quantities may apply for certain products. These details will be provided when you access your wholesale account.
What payment options are available for wholesale orders?
Wholesale clients have a range of payment options, including credit cards, Apple Pay, Google Pay, and more.
Is there a dedicated support team for wholesale clients?
Yes, we have a dedicated wholesale support team to assist you with any questions or issues specific to your wholesale account at wholesale@jilgueritos.com.
Can I track the status of my wholesale order?
Yes, you will be able to track your wholesale orders once they are placed. Order tracking information will be provided to you.
What is the return policy for wholesale orders?
You can return eligible items within 15 days of the delivery date. Returns are eligible for a full refund in the form of store credit. Please note that original shipping costs are non-refundable.
How are shipping fees handled for wholesale orders?
For wholesale orders, our system may initially mark them as eligible for free shipping during checkout. However, due to the unique nature of wholesale orders, which often involve larger quantities and different weights, the actual shipping fees are calculated separately. After your order is placed, we will weigh it and then send you an invoice detailing the specific shipping costs. This invoice must be paid to complete the processing of your order. This approach ensures that you are charged fairly based on the actual weight and size of your wholesale order. Thank you for your understanding and cooperation with this policy.
Is there a support contact for wholesale inquiries?
For any wholesale-related inquiries or assistance, you can contact our wholesale department at wholesale@jilgueritos.com.