Shipping policy

Montrel Shipping Policy

The products displayed in our store are shipped directly to the address provided during checkout on our website at the time the order is completed by our international suppliers.

Our shipping service called "Free Shipping", with a fixed cost of R$0.00, takes 8 to 11 business days (after the product has been shipped), depending on the destination. The product is shipped within 1 to 3 business days after payment confirmation in our system. We guarantee a tracking code so the customer can monitor the delivery progress of their order.

Attention: in some cases, this delivery period may be extended by a few additional business days due to delays, strikes, recessions, periods of high demand for postal services, or other situations beyond our control.

Taxed or Charged Products

The vast majority, approximately 99%, of orders placed in the store are delivered by the postal service to the address requested by the customer without any additional costs. However, in rare cases, the order may be subject to customs duties. In such cases, the postal service will send a notification to the address registered at the time of purchase, informing the customer that the product has been taxed. This notification requests that the package be collected at the postal agency indicated in the letter upon payment of the applicable fee.

In this specific situation, we recommend the following procedure:

1.2 – Go to the postal agency indicated in the notification and collect the package. We are not responsible for reimbursing taxes or duties.

1.3 Postal Customs Clearance

All purchases made through the Store are international, shipped from our distribution center abroad; therefore, they are subject to this fee. As stated in item 1.2, this fee is entirely the responsibility of the customer.

Payment Confirmation: After purchase, payment confirmation may take 1 to 3 business days to be completed, according to the rules of the payment gateway and the credit card companies.

Logistics Process: You will receive your tracking code by email and through the contact information provided at the time of purchase. The tracking code will be sent within up to 8 business days after payment confirmation.

It is important to always inspect the products upon delivery and refuse receipt if the packaging is not in proper condition or if there are signs of damage. In such cases, immediately notify our Customer Service.

Another important piece of information is that the products arrive at customs in Curitiba and then continue to be delivered to their destination cities.

Delivery is always carried out by the postal service; however, in some cases, such as the recipient's absence, regions with delivery restrictions, among other reasons, the postal service may leave a notice for the products to be collected at the nearest postal agency to the provided address.

If the order contains 2 or more products, they may be shipped separately, and a tracking code will be issued for each product.

As this is an international order, the tracking information on the postal service website may appear between 5 and 20 business days after the tracking code has been issued. Products damaged during transportation are the responsibility of the postal service.

The delivery address must be verified by the buyer before confirming the purchase. If the product is returned due to an incorrect address or insufficient information, the costs will be entirely the responsibility of the customer. If the postal service attempts delivery unsuccessfully, the product will remain at the postal agency available for collection; otherwise, it will be returned to the sender abroad.

As this is an import service, all merchandise is subject to customs procedures or customs duties. Montrel is not responsible for any costs (duties, fees, and taxes) added by the government to your order.

If you have any questions regarding delivery times, our team is always available through the website's customer service channels or by email.

By making a purchase, the customer accepts the terms and conditions established by Montrel.