Frequently Asked Questions - Garces Go!

Find quick answers to the most common questions about our products, shipping, payments, and policies.

📦 SHIPPING AND DELIVERIES

How long will it take for my order to arrive?

The estimated delivery time is 15-30 business days throughout Colombia. This includes:

• Processing: 2-3 business days
• International shipping: 15-30 business days
• Total: Approximately 17-33 business days

Delivery times may vary depending on your location and customs processes.

How much does shipping cost?

• Standard Shipping: $3 USD (approx. $12,000 COP) for orders under $25 USD
• FREE Shipping: On orders of $25 USD or more (approx. $100,000 COP)

The free shipping discount is automatically applied at checkout.

Can I track my order?

Yes, all orders include a tracking number at no extra cost. You will receive it by email within 2-5 business days after placing your order.

Do you ship to my city?

Yes, we ship to all cities and municipalities in Colombia without exception.

What happens if my order doesn't arrive?

If your order doesn't arrive within 45 business days, we'll refund 100% of your money. Your purchase is fully protected.

💳 TAXES AND CUSTOMS DUTIES

Do I have to pay additional taxes when I receive my product?

In most cases, no. However, in exceptional circumstances, customs authorities may request payment of VAT or import duties.

🎁 What is Tax Cashback?

If you are asked to pay taxes or duties to receive your product, Garces Go! will refund 100% of that amount.

It's our guarantee that you can buy with complete peace of mind.

How does tax cashback work?

Step by step:

1. Pay the tax/tariff requested by the authorities to receive your product
2. Keep the evidence: Payment receipt, customs document, any official communication
3. Contact us within 7 days of payment
4. Send the evidence by email (contacto.garcesgo@gmail.com) or WhatsApp (+57 3195745293)
5. Receive your refund in 5-10 business days

What do I need to apply for Cashback?

• Clear evidence of payment (receipt, voucher)
• Customs document or official communication
• Your original order number
• Contact us within 7 days of payment

Why does the package invoice have a different value than what I paid?

This is completely normal. Our international suppliers declare optimized values ​​for:

• Facilitate passage through customs
• Reduce the likelihood of additional taxes
• Speed ​​up delivery

This is standard and legal practice in international trade. Your purchase is 100% protected for the full amount you paid, regardless of the value declared on the package invoice.

🔄 RETURNS AND REFUNDS

Can I return a product?

Yes, you have 30 days from the date of receipt of the product to request a return.

In what cases do you accept returns?

We accept returns in the following cases:

• Defective or damaged product
• Incorrect product (you received something different from what you ordered)
• Product does not arrive within 45 business days

⚠️ IMPORTANT: What is refunded in a return?

In case of return or refund, only the cost of the product is returned, EXCLUDING taxes or customs procedures.

What does this mean?

• ✅ YES, you will be refunded: The price of the product you paid
• ❌ NO refunds: Customs duties or VAT you paid to receive the product
• ❌ NO REFUNDS: Additional customs processing costs

So, what is the purpose of Tax Cashback?

Tax cashback is DIFFERENT from a refund:

• Cashback: We refund your taxes when you RECEIVE your product and want to KEEP it
• Return: We refund the price of the product when you do NOT want to keep it (defective product, incorrect product, etc.)

Practical example:

You bought a racket for $50 USD. Upon receiving it, you were charged $10 USD in taxes.

Scenario 1 - The product is good and you want it:
→ You request a Tax Cashback
→ We'll refund your $10 USD in taxes
→ You keep the racket at no extra cost ✅

Scenario 2 - Product arrived defective:
→ You request a product refund
→ We'll refund you the $50 USD for the product
→ The $10 USD in taxes you paid will NOT be refunded ❌

How long does the refund take?

5-10 business days after your application is approved, to the same original payment method.

Do I have to physically return the product?

It depends on the case. We evaluate each situation individually. If necessary, we will provide you with the address and procedure. Return shipping costs are the responsibility of the customer.

💰 PAYMENTS

What payment methods do you accept?

We accept:

• Credit and debit cards
• Other methods available at checkout

All payments are processed securely and encrypted.

Are the prices in Colombian pesos?

Prices are in US dollars (USD), but your bank or payment processor will automatically convert to Colombian pesos (COP) at the time of purchase.

Is it safe to buy from Garces Go?

Yes, 100% secure. We use certified and encrypted payment processors. We do not store full credit card information.

🎾 PRODUCTS

Are the products original?

Yes, we only work with recognized brands like Wilson, HEAD, and Babolat. All our products are authentic and of professional quality.

Why do some products have instructions in English?

Some products come directly from international manufacturers and may include instructions in English. This is normal for high-quality imported products.

Can I cancel my order?

Yes, you can cancel your order within the first 24 hours free of charge. After 24 hours or once the order has been shipped, our return policy applies.

📞 CONTACT AND SUPPORT

How can I contact them?

• Email: contacto.garcesgo@gmail.com
• WhatsApp: +57 3195745293
• Hours: Monday to Friday, 9am - 6pm (Colombia time)

We respond to all inquiries in less than 48 hours.

How long does it take them to respond?

• Email: 24-48 hours
• WhatsApp: Same day during business hours

🛡️ GUARANTEES AND PROTECTION

What guarantees do they offer?

Your purchase is 100% protected with:

• ✅ Delivery guarantee (refund if it doesn't arrive in 45 days)
• ✅ Quality guarantee (replacement if it arrives defective)
• ✅ Tax Cashback Guarantee (100% refund)
• ✅ 30-day return policy
• ✅ Real-time tracking

❓ OTHER QUESTIONS

Do they have a physical store?

No, we are a 100% online store. This allows us to offer you better prices by reducing operating costs.

Do you ship internationally?

We currently only ship within Colombia.

Do they offer discounts or promotions?

Yes, we regularly have special promotions. Follow us on social media or subscribe to our newsletter so you don't miss any offers.

Can I exchange a product for a different size or color?

We do not currently offer direct exchanges. If you need a different product, you must request a refund for the original product and place a new order.

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💡 DIDN'T FIND YOUR ANSWER?

If you have any further questions, please feel free to contact us:

📧 Email: contacto.garcesgo@gmail.com
💬 WhatsApp: +57 3195745293

We're here to help!

Last updated: November 2024