Shipping Policy

Thank you for choosing Ecuaa. Every order supports our mission to share authentic, high-quality alpaca wool from the heart of the Andes.

Origin of Shipment

All orders are authentic and shipped directly from our primary export hub in Quito, Ecuador. We take great care in preparing our natural fibers for their journey to you.

Processing Times

• Orders are typically processed within 2–4 business days (excluding weekends and holidays).

• During peak seasons or for specific handmade kits, processing may take slightly longer. You will receive a notification as soon as your order is on its way.

Shipping Rates & Delivery Estimates

We use premium international couriers (such as DHL Express) to ensure your alpaca wool arrives safely and quickly. Shipping costs are calculated and displayed at checkout.

Destination	Estimated Delivery Time
United States & Canada	5–8 business days
European Union	6–10 business days
Ecuador (Local)	2–4 business days
Rest of World	10–21 business days

Please note: Delivery times are estimates and may vary based on local customs processing.

Customs, Duties & Taxes (International Orders)

Ecuaa ships on a DDU (Delivered Duty Unpaid) basis. This means:

• For all international orders (including the USA and EU): Your order may be subject to import duties, VAT, or local taxes once the shipment reaches your country.

• These charges are the responsibility of the customer and are usually collected by the courier before delivery.

• Ecuaa has no control over these charges and cannot predict what they may be. We recommend contacting your local customs office for current rates.

Order Tracking

Once your order has been dispatched, you will receive a shipping confirmation email containing your tracking number. You can monitor your package’s journey from the Andes directly to your door.

Damages or Loss

While we pack our wool and kits with extreme care, Ecuaa is not liable for products damaged or lost during transit. However, we want you to have a great experience. If your order arrives damaged, please save all packaging materials and damaged goods and contact us at info@ecuaa.store within 48 hours so we can assist you with a claim.

Returns

For information regarding our returns centers in New York, Germany, and Ecuador, please refer to our [Refund & Return Policy].

Contact Us

For any questions regarding your shipment, please reach out to our team:

📧 Email: info@ecuaa.store

📍 Dispatch Hub: Francisco de Orellana, Quito, 170901, Ecuador