1. INTERNATIONAL SHIPPING OF PRODUCTS
   Your products are shipped directly from our distribution centers outside Germany. Our estimated delivery time is 8 to 13 days and may take up to 90 business days depending on your location. We guarantee to send a tracking code so that customers can track the delivery progress.

The delivery time may be extended in very specific cases, mainly due to problems such as: delays, strikes, downtime, periods of high demand at the post office. All of these situations are beyond our jurisdiction.

searshopper guarantees that your order will be delivered. We point out here that we assume the responsibility of refunding the entire amount paid for the product, which may be lost or lost before the product arrives at the Brazilian delivery system, the post office.

1.1 How much is the IOF tax that appears at the end of my purchase?

The financial transaction tax is a federal tax established in 1966 under Law No. 5,143 of the same year and is levied on all financial transactions that fall into the following categories: credit transactions, foreign exchange, insurance and all other types of transactions related to securities. and securities.

Since we only trade in imported products, IOF records our transactions as barter transactions. root

1.2. Taxed or taxed products

Most (approximately 99%) orders on searshopperare delivered free of charge by post to the address requested by the customer. In rare cases, the IRS may impose a tax on the debt. In these cases, the post office will send a notification to the address provided at the time of purchase to inform the customer that the product has been taxed. This notice requires that you pick up the package at the post office specified in the letter after paying the tax.
In this special situation we recommend the following procedure:

1 – Go to the post office mentioned in the notification and inform them that you do not want to receive the package. After a few days (generally the period is 07 days), the unclaimed goods will be returned to the sender, i.e. fees. /Tribute.

2 – Report the incident to our customer service as soon as possible by email: support@searshopper.com, via social networks and other forms available on this website.

We ask you to inform us about the levy of the tax so that we can inform you about the further procedure.

3 – We will send you an identical product. This process step does not incur any costs for the customer. Important: At the time of re-shipping, a new delivery time countdown begins.

If you do otherwise than stated above, we will not be responsible for refunding any fees or taxes.

If you do not want to wait for the new delivery deadline, you can cancel the order by paying the fee. We remind you that any taxes levied on the product are solely the responsibility of the customer and he should check the import regulations in force in his country before purchasing so that he is aware that such a situation may arise with him can buy.

2. Order tracking
   The products will be sent by the post office or other carrier and there will always be a tracking code that allows the customer to follow the progress of the delivery. searshopper undertakes to instruct the customer in the tracking of the products. The tracking code will be emailed to you after the order is shipped.
3. GENERAL TERMS AND CONDITIONS OF BUSINESS
   3.1. Pay attention to the addressing of orders

Searshopper organizes the shipping of the products to the address you require. To avoid any problems with the delivery of your order, we ask that you pay your full attention when filling out the address where you would like to receive your order.

3.2. Absent recipient

Make sure someone is at the address to receive your products during the scheduled delivery times. The post office makes three attempts to deliver the products. If there is no one at the address to accept the order, the package will be taken to the nearest post office. In this case, it is necessary that the recipient of the package collect the package from the post office as soon as possible. Therefore, when returning to the sender, a new purchase must be made in order for the product to be delivered, as the product will be lost when returned and the factory will not be able to receive this product back.

All details of delivery attempts, as well as the address of the post office where the recipient must collect your package in the event of absence at the address, are recorded in the order tracking, which can be tracked through this on the Correios website

The tracking code provided by searshopper.

3.3. Incorrect or incomplete address

It is the customer's responsibility to enter the address correctly. If the post office determines that the form is incorrect or incomplete, the package will be returned to the sender. In addition, in these situations there are no three delivery attempts, as is usual in cases where the recipient cannot be found. In addition, since the purchase must be returned to our distribution center, the local post office indicates that it has no obligation and does not guarantee delivery of the product to the sender. In this way, the customer's mistake results in a loss for the business and therefore a new purchase must be made for the product to be delivered. In this situation, the customer loses the right to a refund since it was his mistake that led to the problem of shipping and return to the store without guarantee.

4. Safe delivery
   searshopper is committed to ensuring that our customers are not harmed at any time during the delivery process. For this reason, all purchases made from us are protected by delivery insurance. If the delivery time of 90 working days is exceeded and you have not received your order, simply contact our customer service and apply for delivery insurance. This is the correct way to receive a refund of your purchase.

CONSUMER RESPONSIBILITY
If your order is not delivered due to a problem related to the customs process, we will review your case to find the best solution for your order.

If your purchase has features that prevent delivery to your country due to restrictions in local law, such as: B. Batteries or similar, the responsibility lies with the customer and not with the business.

If you decide to import a product that has a technical feature to which restrictions apply due to local laws, the consumer is already responsible for this type of disability before purchasing from our store. If at any time your purchase is stopped by local control, we do not offer any compensation as the consumer must be aware of his country's legislation and import regulations.

Another case where the customer is responsible concerns the import license. If it is required in your country and you do not have it and still purchase from us, we will not be responsible for the refund or delivery of the purchase. It is the customer's responsibility to inform themselves about all import regulations and other situations that may affect the purchase process or delivery of the purchase.

All import related fees, Financial Transaction Tax (IOF) and other customs related fees or charges are the responsibility of the consumer as described in our Terms and Conditions. If your purchase is taxed or requires postal collection and the customer fails to do so, so you refuse to collect or pay the applicable charges or refuse to receive the order upon delivery to your address, bid we do not offer any compensation.

We make it clear that once the order leaves our distribution center, in this case the order is shipped, transportation becomes the responsibility of the outsourced logistics company. At this part of the delivery process, ownership of the purchase already lies with the buyer, which means that all associated responsibilities and risks during transportation rest with the buyer.

The delivery of the product may be affected by several factors that are beyond the control of searshopper and may affect the delivery time of the purchase, as we ensure that from the moment the purchase leaves our distribution center, after confirmation of the payment Purchase as a gift or with the intention of using it on a special occasion, this must be done in advance.

Shipping and delivery times depend on working days from Monday to Friday. During important holidays such as Chinese New Year or Christmas, we inform you that there may be delays in the estimated delivery time. For events of this type, we inform our customers of these situations so that they are aware of possible delays.

Customer behavior
searshopper has the full willingness and commitment to find a solution to any problems or situations that may arise during the purchase in order to achieve greater satisfaction of our customers. All this in a professional manner, with all respect and education. In this way, we expect our customers to give our customer service employees the same treatment. We do not tolerate agr content of any kind that is offensive, rude or offensive to our team.

Behavior that is considered unacceptable and directed at our customer service team or the factory, which can be classified into the following situations: Aggressive, threatening, insulting or even derogatory behavior. Other attitudes, such as: any kind of direct or indirect threat in any communication, intimidating language, verbal or personal abuse, etc

Xist, racist, xenophobic, homophobic, derogatory or rude comments are also considered inappropriate. Statements that serve to incite other customers, obscenities or even baseless allegations fall under the same criminal offense.

If the customer continues with this behavior even after our team has sought an appropriate and correct solution to the situation in accordance with the rules of the website. Claims against our team that violate the rules set out in company policies, for example refund cases, delivery times, compensation or similar, also seeking a solution that is beyond our reach or that violates our practices or policies. Change the reason for a complaint or the expected outcome, in whole or in part, based on a clear response from our customer service.

Uncompensated scope of complaint, except in relation to the purchase price. This type of behavior may result in formal warnings and notifications such as “Your message is considered offensive, threatening, insulting and completely unacceptable.”

Customers must refrain from this type of language and any threatening or intimidating behavior. If the customer insists on this practice, the discussions and attempted solutions will be terminated. searshopper reserves the right not to accept any further orders from the customer without prior notice if the reprehensible behavior continues.

FREQUENTLY QUESTIONS
1 – Can I trust that I will receive my purchases?

searshopper bases its work on ensuring the satisfaction of its customers and therefore has a team of qualified professionals who have been operating in the online sales market for 7 years and always value commitment, respect and honesty towards our customers. We attach great importance to clearly formulating all information about the purchase process and delivery of the products. Transparency is our greatest concern, so we are always ready to clarify any doubts through our call center and do everything we can to ensure that your order reaches you safely and on time.

2 – Can I track the delivery process of my purchase?

Yes. Once your order leaves our distribution center, we will send you the tracking code for your purchase in your registration email. Simply go to the Correios website, access the “Queries and Inquiries” section and then click on “Object Tracking”. All information and updates regarding your delivery can be found on this page and are the responsibility of the post office.

3 – My purchase is stopped in “IRS Review” for a few days with no movement. Should I be worried?

No. Every single product that enters Brazil must be inspected by the Federal Revenue Service. This procedure is standard and required by law. Due to high demand, it may take a few days for your package to go through this process. Shortly after checking, it will be forwarded to the postal distribution center so that it can be delivered to you as quickly as possible.

4 – Between the day I placed my order and the day I received my purchase, I changed my address and will not be at the expected delivery address. What am I doing?

We understand this can happen and are here to reassure you. In order to receive the purchase, the new resident must accept the purchase on your behalf. In this case, unlike the absent recipient, where the purchase goes through three delivery attempts by the post office, the purchase is returned to the sender when the postman is informed that the recipient has moved. That's why we ask you to track the progress of the purchase using your tracking code. If the purchase is returned to the sender due to a change of recipient, a new product will only be sent with a new order and a new payment.

5 – I tried to track my order and found that the package was not in the post office's mail flow. What does that mean?

This may result in a delay in delivery. This notification indicates that the post office has not yet found the package registered with its tracking code among the packages it has received. This process may take a few days. Once the package is found, it will be sent to the nearest post office and delivered there.

6 – Can I change my delivery address?

You can, but we have one condition. In order to be able to carry out this address change process, we only have the period to disconnect the purchase after payment confirmation. Although the delivery time is short, this is the only way we can change the address and meet the expected delivery time at the time of purchase.

7 – How long does it take to receive my purchases?

We expect you to receive your purchases within 8 to 13 business days. We remind you that the entire process may be accompanied by your tracking code.

8 – I purchased more than one product in the same order but only received part of them. That is normal? Are the other products delivered?

It can happen and you don't have to worry. Products can be from different suppliers and therefore they have different tracking codes for each supplier. In this case, deliveries can take place at different times, as it is possible that the packages will be released by the Federal Tax Office at customs at different times.