FREQUENTLY ASKED QUESTIONS
Frequently Asked Questions - Get your questions answered here:
[Attention: this text is authored by planetstore7.com.br.
Reproduction without authorization is prohibited, subject to legal measures.]
1. Is it safe to buy, will I really receive my order?
Yes, we've been in business since 2017 and have shipped to every state in Brazil. You can check out our Instagram highlights, where we've received hundreds of feedback from real customers tagging the store, along with photos and videos of their orders.
2. What is the delivery time?
• For imported products, the delivery time is on average 25 Business Days after purchase confirmation, and may vary by more or less days depending on the Post Office / logistics.
• For ready-to-deliver orders (national shipping), the average delivery time is 15 calendar days, and may be fewer days depending on the state.
• ATTENTION : Delays in deliveries may occur due to strikes, slow logistics processes and force majeure, and the store has no authority to intervene.
In these cases, the customer must continue tracking their order and wait for delivery. If you have any questions, please consult our policies in the website footer.
3. I purchased an imported product (shipped from abroad), is there a risk of being taxed?
In practice, this is n't taxable, as all orders placed in our store are shipped via Conformal Shipping, meaning the order already meets the customs specifications required in Brazil. However, it's worth noting that customs regulations in Brazil have been changing frequently, but if there are any customs issues regarding the package, such as a fee, the store is responsible for resolving them. If the issue is beyond the store's control, the order will be canceled and refunded. Note: If for any reason the order tracking status shows "unauthorized," don't worry: the store will resend the package immediately.
4. I've already purchased, how can I track my order?
Once payment is confirmed, we send a purchase confirmation email with all order details.
After purchase confirmation, the next update on the order is the sending of the Tracking Code, which is done within 7 Business Days after purchase confirmation, also via email (note: for products in high demand in the store, such as Merchs, there may be a delay in the shipping process of the package, as well as the Tracking information, without prior notice. In case of delay in receiving the tracking, please contact the store).
From there, you can track the progress of your order using the Tracking Code on the official website or app of the Post Office and/or carrier (we will send you all the information/instructions for tracking the delivery by email along with the code).
5. I received the tracking code for my order with international shipping and entered it into the postal service tracking system, but it said "order not found in the database":
Once your order is shipped in another country, it spends 5 to 10 business days in international transit (meaning it has been shipped but is still transiting through another country before arriving in Brazil). Since Correios is a Brazilian company, they can't identify the package in their database while it's still abroad.
The package will only be updated in the Brazilian Postal Service database when it is dispatched to Brazil.
ATTENTION : Track your delivery only through the official Correios website or app. We are not responsible if customers access suspicious websites and/or links and fall victim to scams. We do not send SMS messages with links and do not charge any additional fees beyond the amount already paid for the order! Please note that our shipping is completely free, and we will NEVER contact you requesting shipping costs or anything similar. If you receive any such message, never make any payment, and if in doubt, contact the store immediately.
6. How the order is delivered:
Our delivery is made via Post Office and Transport Companies.
• For imported products, the transport of the order while it is still outside of Brazil (international transit) is done by the carriers Cainiao and Aliexpress (yes, abroad Aliexpress is also a Logistics service), and after the package is dispatched, that is, passed on to the Post Office here in Brazil, it will proceed with the delivery to the destination address.
• For ready-to-deliver products, we use the Post Office and the J&T Express carrier.
7. The store is Brazilian but my order was sent from another country, why?
We are a Brazilian store (based in the state of Maranhão), but we sell both domestic and international shipping. Imported products are ordered from abroad and shipped to customers here in Brazil, as many of the products we sell in our store are unavailable in Brazil, such as Merchs.
Note: In the description of each product in the store, we inform whether the shipping is national or imported.
-
Do you have any further questions? Send us an email at:
planetstore7.atendimento@gmail.com