FAQs

---

You can pay with most debit and credit cards. Payments are securely processed by PayPal over a secure SSL 256-bit encrypted communication, between your computer and the payment provider. No payment information is transmitted or stored on our servers. For large orders from certain countries, we may accept wire transfer. Please Contact Us

We can ensure that you get the freshest items because they are delivered from our establishment directly to you, with no intermediaries or long freight times. Please note: 

Perishable items cannot be returned by mail or to a La Cuyana store. If you receive a damaged or defective perishable item, please contact Us with the following information: Returns Policy

Shipping cost are calculated by factoring in both the size, weight of the package, and whether the contents are dry, chilled, or frozen. The exact cost of shipping will displayed in your shopping cart before make you an order.

Other shipping options may be available depending on your shipping address. please check availability during checkout. 

We ship as soon as possible, usually within 24 hours of receiving your order. Your tracking code will be sent to you immediately after shipping. 

UPS will leave a message at the delivery address and/or contact you by telephone to arrange another delivery attempt. In certain countries such as the US, packages can be held at a UPS location to be picked up. By default, packages sent to the US, If you wish to request special services such as direct signature required, adult signature required, or to be held at a UPS facility, please contact us beforehand.

When you place an order on La Cuyana,  you are paying for the items you selected, shipping to your location and insurance.  If applicable, local duties or taxes are unpaid. If in doubt, please ContactUs or contact your local UPS representative. It is the buyer’s responsibility to make sure that any bought items are allowed to be sent to the intended country, as per local laws. 

This is a wholesale price, If you buy a bulk product for 20 cases or more. Please Contact Us so that we can help you.

Please notice that most products follow the date format month/day/year which is customary in United States. 

Awaiting fulfillment: your order is confirmed and sent to one of our fulfillment centers for processing.

Processing order: your order is being processed and packaged at one of our fulfillment centers.

Shipped: your order is completed and shipped with one or more of our shipping companies.

Partially shipped: one or more items in your order have shipped, while others are still being processed and will ship shortly.

Awaiting payment: transaction is awaiting settlement, usually when paying with check, e-check or wire.

Pending: transaction confirmation from our payment processor is pending. Confirmations may be delayed for fraud prevention measures.

Manual verification required: insufficient or ambiguous shipping information provided, telephone missing, or any other issues that prevent us from fulfilling and shipping your order automatically. We will contact you by e-mail, order message, or telephone if required.

We send automatic notification e-mails to your indicated address when your order is confirmed, awaiting fulfillment, processing order, and shipped. Please check your spam or updates folder for notification e-mails. Please check that your e-mail was entered correctly during checkout or signup. If you still have not received any notification or confirmation e-mail, please Contact Us

Perishable items refers to edible heat-sensitive products, including Dough for Tapas of Empanadas Creole, Puff Pastry or Frying. We take precautions to wrap and insulate items in order to protect them from heat and exposure to direct sunlight during transportation Dough travel in double box with frozen dry ice, Received dough thawed at fresh temperature, the dough doesn't arrive frozen , however it ultimately depends on how packages are handled during transit by the courier. We guarantee your satisfaction If any items are damaged or arrives in poor conditions not suitable for comsumption , please let us know as soon as possible.