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Welcome to EcuadorianHands Help Desk and FAQ (Frequently Asked Questions). You can shop with confidence at EcuadorianHands.com!

All our prices are in AMERICAN DOLLARS.

Our goal is to provide our customers with the highest level of service possible. You will be completely satisfied with your experience when buying at our site. Our friendly and knowledgeable sales staff are available to help you find the product that best fits your needs.

Here you will find the answers to your questions about shopping this site, your order, payment options and more. Simply select from the categories below...

* How can I contact you to ask a question?

* How can I place an order?

* Which payment methods do you accept?

* How long will my package take to get to me?

* I dont have a credit card, or dont want to use one to buy stuff from EcuadorianHands.com. How else can I pay?

* What is the minimum quantity required to place an order? Can I save money on the freight?

* International orders. Is there custom taxes? Returning orders to Ecuador?

* Tell me about "In stock" and "Out of stock" items?

* Do your products have warranties?

* What if an item is out of stock?

* What if I want to cancel my order?

* Who is EcuadorianHands?

All our prices are in AMERICAN DOLLARS.

 

*How can I contact you to ask a question?

We are pleased to help you out, so if you have any questions, dont hesitate to email us any time at: info@EcuadorianHands.com, or call to Ecuador 593-5-2627411. We answer email 7 days a week. Our usual office hours are Monday-Friday from 10:30am-5:00pm Eastern Time, but we can sometimes be reached at other times. Our mailing address is:

EcuadorianHands
Calle 2da Paralela #1806 
entre calles 18 y 19. Barrio Córdova 
Manta - Ecuador - South America

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* How can I place an order?

Order and pay online at www.EcuadorianHands.com

For customers in Ecuador only, we also accept deposit into our account. Please contact us info@EcuadorianHands.com for more information.

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* Which payment methods do you accept?

At EcuadorianHands.com, you can place your order online. Payment options include paypal, credit card, debit card, Bank Wire Transfer, Western Union, Stripe Payoneer. See below for details on each payment option.

PLEASE NOTE: We do not accept Personal Checks or C.O.D. orders.

Credit/Debit Cards
EcuadorianHands.com uses Stripe and PayPal to process all payments. 

Bank Wire Transfer
We accept wires by Bank Wire Transfers

For Ecuadorian customers only, we also accept deposit into our account. Please contact us info@EcuadorianHands.com for more information.

Please note that we do not process your order until your money arrives.

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 * How long will my package take to get to me?

>>>>>OVERSEAS SHIPMENTS (OUTSIDE ECUADOR)<<<<<

Normally, we deliver parcels to couriers within 5-7 working days after receiving the payment, since all the paperwork we need to do to export our products. Please remember, the product you will receive is 100% natural, ecological and handmade.

SHIPPING TIME PER PRODUCTS:

PALO SANTO STICKS.- As almost all countries but US requires a phytosanitary certificate, this product might require extra days to get it. Ships within 7 working days approx.

  • Ziplocs with palosanto sticks.- 15-20 working days.
  • Ground palosanto:  10 working days
  • Chips palosanto: 15-20 working days
  • Burners: 15 working days
  • Wholesale 12ml/25ml essential oils: 10-15 working days.

MONTECRISTI (PANAMA) HATS.- Ship within 15 working days approx. We only have the straw bodies in stock. We need to block it into the model and size you are purchasing (fedora, borsalino, etc.)

BEADS.- Currently, we carry very low stock. Therefore, all our orders of BEADS will ship within 20 working days approximately after we receive payment.

TAGUA JEWELRY: 8-20 working days.

SMOKING PIPES: 10-20 working days

After we ship the products, delivery time depends on the transit time offered by the courier. Please check DHL, or POST OFFICE (EMS, CERTIFIED AIRMAIL) to check transit time.

We make every effort to expedite orders for our customers.

If by any chance an order would delay, not likely to happen, we will always email or call you to let you know about the situation and give you options. We apologize for any inconvenience this causes. However, once we turn the articles to the couriers, it is their responsibility to accomplish with the transit time offered.

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* I dont have a credit card nor paypal, or dont want to use it to buy stuff from EcuadorianHands.com. How else can I pay?

We accept payments by Bank Wire Transfers.

You can select "wire transfer" as your form of payment in our online shopping cart, and you will get the requiered information.

We dont process or ship your order until payment is received. We keep orders on file for two weeks after which time they are automatically canceled if payment is not received. Also, we cannot "hold" items for you unless you have paid with a credit or debit card. If an item youve chosen sells out before your payment arrives, well contact you to make other arrangements. Remember, we DO NOT ACCEPT PERSONAL CHECKS!

For customers in Ecuador only, we also accept deposit into our account. Please contact us info@EcuadorianHands.com for more information.

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* What is the minimum quantity required to place an order? Can I save money on the freight?

There is no minimum quantity of handycrafts required to place an order. However, please note couriers charge for a minimum of 0.5kilos, and their rate increases by 0.5kilos each time.

For example, if your order weights 0.3kilos, couriers will apply the 0.5kilo-tariff. If your order weights 0.6kilos, couriers will apply the 1kilo-tariff. And so on. Therefore, try to round the weight of your orders(buy 2 items or up) when placing them.

At checkout, you shopping cart will display exactly the weight your order come up to.

We kindly suggest you to please keep this is mind when placing your orders. THIS WILL SAVE YOU MONEY ON FREIGHT.

FOR HATS ONLY. In order to save money on freight, we will ship up to maximum 5 hats per box.

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* International orders. Are there custom taxes? Returning orders to Ecuador?

When using door-to-door couriers, please note that you MAY be charged additional fees by the local delivery company including import tax, customs fees, or local delivery charges. Also, your Customs-Office might require additional or special import licenses/permits. It is your responsibility to research this BEFORE placing your order and EcuadorianHands has no responsibility for such fees or those special documentation.

If for any reason a package is returned to Ecuador, it will be declared abandoned at Ecuadorian customs as import taxes here in Ecuador are more expensive than the product itself. EcuadorianHands.com will not refund anything to the Buyer.

We only accept returns when we have shipped the wrong item by mistake, which is not likely to happen.

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* Tell me about "In stock" and "Out of stock" items?

All the products sold at Ecuadorianhands.com are either 100% handmade or most of the parts are handmade. Thereby we carry very limited stocks in order to have them always fresh, just made for shipping. It is likely that we run out of stock in certain items and people order them before we have time to take them off the site. Therefore, despite an item may be listed as "AVAILABILITY: IN STOCK" or "AVAILABILITY: OUT OF STOCK", it will normally ship within 5 - 7 working days after we receive payment since all the paperwork we need to do to export our products. Please remember, the product you will receive is 100% natural, ecological and handmade.}

This means that WE will normally ship it in 5 to 7 days, and THEN it would take within 2 to 5 business days (depending on the shipping method you choose. Please check DHL, FEDEX or EMS to check transit time.) to get to your hands. By any means your product will reach within 21 days maximum (Delivery time).

Take note of shipping time of the following products:

PALOSANTO STICKS.- As almost all countries but US requires a phytosanitary certificate, this product might require extra days to get it. Ship within 7 working days approx.

MONTECRISTI (PANAMA) HATS.- Ship within 15 working days approx. We only have the straw bodies in stock. We need to block it into the model and size you are purchasing (fedora, borsalino, etc.)

BEADS> Currently, we carry very low stock. Therefore, all our orders of BEADS will ship within 20 working days approximately after we receive payment.

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* Do your products have warranties?

As explained, all our products are natural products. All handicrafts are manufactured and packed by hand. We dont ship defective products. If for some reason you receive the product broken or damaged must be due to mishandling by the courier, not likely to happen either. Thats the reason we use well-known couriers, such as DHL,Fedex and EMS to minimize any risk. Our warranty extends only to replacing the product. We DONT offer refunds.
If you believe you have a warranty claim, please contact us right away.

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* What if an item is out of stock?

All the products sold at Ecuadorianhands are either 100% handmade or most of the parts are handmade. Thereby we carry very limited stocks in order to have them always fresh, just made for shipping. It is likely that we run out of stock in certain items and people order them before we have time to take them off the site. Therefore, despite an item may be listed as "AVAILABILITY: IN STOCK" or "AVAILABILITY: OUT OF STOCK", it will normally ship 5 to 7 days after we receive payment. Please remember, the product you will receive is natural, ecological and handmade!!

BEADS> Currently, we carry very low stock. Therefore, all our orders of BEADS will ship within 20 days approximately after we receive payment.

We make every effort to expedite orders for our customers. If by any chance an order would delay, not likely to happen, we will always email or call you to let you know about the situation and give you options. We apologize for any inconvenience this causes.

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* What if I want to cancel my order?

Once we have shipped your order, you have committed to paying the shipping charges for that item whether you keep it or not. Also, we only accept returns when we have shipped a wrong item by mistake, which is not likely to happen.

If for any reason a package is returned to Ecuador, it will be declared in abandoned at Ecuadorian customs as import taxes here in Ecuador are more expensive than the product itself. EcuadorianHands will not refund anything to the Buyer.

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* Who is EcuadorianHands?

EcuadorianHands protects the origin and ancestral knowledge of Ecuador to supply the best artisan products to the world. Learn about our reforestation program of palosanto and beach-cleaning project

Thanks for shopping at EcuadorianHands!

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 * How long will my package take to get to me?

 * How long will my package take to get to me?

>>>>>OVERSEAS SHIPMENTS (OUTSIDE ECUADOR)<<<<<

Normally, we deliver parcels to couriers within 5-7 working days after receiving the payment, since all the paperwork we need to do to export our products. Please remember, the product you will receive is 100% natural, ecological and handmade.

PALO SANTO STICKS.- As almost all countries but US requires a phytosanitary certificate, this product might require extra days to get it. Ships within 7 working days approx.

  • Ziplocs with palosanto sticks.- 15-20 working days.
  • Ground palosanto:  10 working days
  • Chips palosanto: 15-20 working days
  • Burners: 15 working days
  • Wholesale 12ml/25ml essential oils: 10-15 working days.

MONTECRISTI (PANAMA) HATS.- Ship within 15 working days approx. We only have the straw bodies in stock. We need to block it into the model and size you are purchasing (fedora, borsalino, etc.)

BEADS.- Currently, we carry very low stock. Therefore, all our orders of BEADS will ship within 20 working days approximately after we receive payment.

TAGUA JEWELRY: 8-20 working days.

SMOKING PIPES: 10-20 working days

After we ship the products, delivery time depends on the transit time offered by the courier. Please check DHL, or POST OFFICE (EMS, CERTIFIED AIRMAIL) to check transit time.

We make every effort to expedite orders for our customers.

If by any chance an order would delay, not likely to happen, we will always email or call you to let you know about the situation and give you options. We apologize for any inconvenience this causes. However, once we turn the articles to the couriers, it is their responsibility to accomplish with the transit time offered.

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