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Shipping Policy
Thank you for shopping with Santurce Collection. We carefully prepare and ship every order to ensure your purchase arrives safely.
Order Processing
In-stock orders are generally processed within 2–5 business days. Orders placed on weekends or holidays will begin processing on the next business day.
Pre-Orders
Products marked as Pre-Order have an estimated delivery timeframe stated on the applicable product page. These dates are estimates and may change due to production, quality control, customs, transportation, or other circumstances outside our control.
We will provide updates if there are significant changes to the expected delivery timeline.
If an order contains both in-stock and pre-order items, the items may ship separately.
Shipping & Tracking
Once your order has shipped, you will receive a confirmation email with tracking information when available. Please allow time for the carrier’s tracking system to update.
Delivery times shown at checkout or provided by the carrier are estimates and are not guaranteed by Santurce Collection.
Orders with a product value of $1,000 or more require a signature upon delivery. Please ensure that someone is available at the delivery address to sign for the package. Carrier policies regarding signature requirements and delivery attempts may vary.
Shipping Address
Customers are responsible for providing a complete and accurate shipping address at checkout. If you notice an error in your address, please contact us as soon as possible.
Once an order has shipped, we cannot guarantee that the shipping address can be changed.
Additional shipping charges resulting from an incorrect or incomplete address, refused delivery, or an unclaimed package may be the customer’s responsibility.
International Orders
International customers are responsible for any applicable customs duties, import taxes, VAT, brokerage fees, or other charges imposed by the destination country. These charges are not included in the product price or shipping cost unless expressly stated at checkout.
Customs processing may cause additional delivery delays outside of Santurce Collection’s control.
Lost, Stolen, or Missing Packages
If tracking indicates that your package has been delivered but you cannot locate it, please first check with household members, neighbors, your building or mailroom, and the shipping carrier.
If your package appears to be lost in transit, please contact us so we can assist with the carrier’s investigation. Carrier investigations and claims may require a waiting period before a package can officially be considered lost.
Santurce Collection is not responsible for packages stolen after confirmed delivery. However, we will make reasonable efforts to assist customers with available carrier claims or investigations.
Damaged Shipments
If your order arrives damaged, please contact us promptly and include photographs of the package, shipping label, packaging materials, and item so we can evaluate the issue and, when applicable, initiate a claim with the carrier.
Shipping Delays
Santurce Collection is not responsible for carrier delays caused by weather, customs, service interruptions, transportation disruptions, holidays, or other circumstances outside our reasonable control. We will always make reasonable efforts to assist with delayed shipments.
Contact Us
For questions regarding your order or shipment, please contact Santurce Collection through the contact information provided on our website.
