FREQUENTLY ASKED QUESTIONS

Frequently Asked Questions - Get your questions answered here:

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Yes, we have been in the market since 2017 and have already shipped to all states in Brazil. You can check out our highlights on Instagram, hundreds of feedbacks we have from customers, with photos and videos of the orders received.

2. What is the delivery time?

• For imported orders, the delivery time is on average 25 Business Days after purchase confirmation, and may vary by more or less days depending on the agility and logistics of the Post Office in each location.

• For ready-to-deliver orders (national shipping), the average delivery time is 15 calendar days , and may be fewer days depending on the state.

3. I've already purchased, how can I track my order?

As soon as payment is confirmed, we send a purchase confirmation email with all order details.

After purchase confirmation, the next update regarding the order is the sending of the Tracking Code, which is done within 6 Business Days after purchase confirmation , also via email.

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 all the information/instructions for tracking the delivery by email along with the code).

4. I received the tracking code for my order with international shipping and entered it into the Post Office tracking but it said "order not found in the database":

Once your order is shipped in another country, it spends 5 to 9 business days in international transit (meaning that it has been shipped but is still transiting through another country before coming to Brazil). Since Correios is a Brazilian company, they cannot identify the order in their database while it is still abroad.

The order will only be updated in the Post Office database when it is dispatched to Brazil, that is, when the international transit period ends and the order takes the flight to Brazil. When this happens, the information "posted" and then "received in Brazil" will be updated in the Post Office tracking.

5. 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 Brazil (international transit) is done by the Cainiao carrier and then the order is passed on to the Post Office, which will proceed with the delivery here in Brazil.

• For ready-to-deliver products, we use the Post Office and Transport Companies Loggi and J&T Express.

6. The store is Brazilian but my order was sent from another country, why?

We are a Brazilian store (from the state of MA), but we sell both products with national shipping and products with international shipping. Imported products are ordered abroad and shipped to the customer in Brazil, as many of the products we sell are unique products that are not available in Brazil, such as Merchs Products, for example.

Note: In the description of each product in the store, we inform whether shipping is national or imported.

7. I purchased an imported product and it was taxed, what now? Do I have to pay the tax?

NO. Since October 13, 2023, if an international order placed in our store is taxed, WE PAY THE FEE, the customer does not need to do anything, just wait for the payment to update in the tracking.

Note: we are not responsible if the customer does not read this information in the product description and pays the fee on their own, before we make the payment.

Do you have any further questions? Send us an email to:

planetstore7.atendimento@gmail.com