Shipping Terms and Conditions

The conditions imposed by the selected courier shall prevail over these terms. It is understood that Casa Chida is completely exempt from any incidents or anomalies regarding the services provided by the courier, and, if applicable, it shall be protected by these terms.
The delivery of your package will be made to the destination address you entered when generating your shipping label.
In the event of absence at the indicated destination address, or if it is materially impossible to physically deliver the package due to its weight and/or volume, or the nature of the property indicated on the package label, the package will be returned to a branch of the chosen courier.

INTERNATIONAL TAXES
When shipping internationally, the customs of the destination country will impose customs fees, import duties, taxes, and other charges on international orders, as applicable. These additional taxes are entirely beyond Pingüino's control, and it is the user's sole responsibility to pay them.
If the recipient refuses or fails to pay such customs taxes, the following scenario will apply: the package will be returned to the origin address, and the customer will be obligated to pay the total shipping and return taxes, plus the equivalent amount of the return label.
Please note that the collection and control of these charges and duties do not depend on Casa Chida but on the government of the destination country for your shipment. By accepting these terms, you acknowledge that it is your complete responsibility to inform yourself and ensure compliance with the customs fees in the destination country of your package before sending it.

INSURANCE
Casa Chida states that, in order to complement the service provided to the customer, the customer may acquire additional insurance if desired, which will apply in case of any damage or loss of the product during its shipment through the chosen courier.
It is essential to clarify that Casa Chida is an intermediary company, and the payment for the additional insurance purchased by the customer does not depend on us but solely on the courier.
The customer must contact us directly via email within twenty-four hours of the incident occurring to initiate the claims process.
A ticket number will be assigned, and the customer will be informed of the documentation that must be submitted/kept within a twelve-hour period for the courier to analyze their case.
However, the customer acknowledges and accepts that it will be the courier who will analyze the evidence and determine whether they are eligible for the payment of the insurance, releasing Casa Chida from any responsibility.
In the event that the courier's decision is favorable, Pingüino will reimburse the customer for the shipping cost.
Photos of the package in case of a claim are required:
- How it was delivered to the courier.
- How the product arrived at the selected destination.

NOTE: For the process to be valid, it is essential that the invoice date being claimed is prior to the shipping date and with an age not exceeding twenty-one days.
You accept that Casa Chida is not responsible in case any of the mentioned events occur.
Casa Chida is not responsible for damaged, stolen, lost products, or for losses that are a direct consequence of the carrier or any other governmental entity (in the case of authorities inspecting roads, transportation, etc.).
Important Information:
 - The customer has forty-eight hours after receiving the package to notify Casa Chida of any damage to the item(s)