FAQ

 

1.  Is it safe to use my credit card online at cuscostores.com?


Using your credit card to shop at Lael Alpaca, LLC is extremely safe. Employs the latest encryption technologies to ensure that your credit card information remains private.

2. How long will it take for me to receive my order?

We deliver your order in about 2-3 weeks. The amount of time that it takes for your order to reach its destination depends on two factors. One is the type of product you have ordered and another is our products are handmade and are not stored in warehouses in mass quantities. There are some occasions when orders must be specially made, and this can present delays in the shipment of an order. In the event that your order must be specially made, you will be contacted by e-mail and informed of the nature of the delay and the expected time frame for shipment of your order. 

3. How Lael Alpaca, LLC ship my order?

We ship our products via UPS, FedEx, or US Postal office, or services throughout the world. But if you like it than your orders to get quickly is possible we use for shipping couriers as: DHL or FedEx (in this case the shipping costs will be borne by the customer).

4. How do I track my orders?

If you already have your tracking number and want to find out the status of your package, you have to call your local Mail Service and tell your tracking number. They will give you information about your order or you can contact us tomgamero@alpacalael.com  and we will give you the status of your order.

5. Can I pay by Western Union, MoneyGram, bank transfer, or Letter Credit (L/C)?

Yes, you can pay by Western Union, MoneyGram, bank transfers or Letter Credit in the case that you make a especial request of one product or if you are a wholesale customer. 

6. Can I make a special request for a product?

Yes, we can provide you with a special product. For more information contact us to mgamero@alpacalael.com and in your request, please include much information as is possible about the product that you would like to purchase at Lael Alpaca, LLC.

7. What is your policy on returns and exchanges?

In the unlikely event that we process your order incorrectly or ship you a defective item, we will take back that item and replace with the original product, with no additional charge or if you want a full refund within 7 days of purchase. Returns will be gladly accepted for up to 5 days after the date of receipt.

8. What if I do not receive my order?

Be sure to "provide". the correct mailing address when you are filling out your order form. Lael Alpaca, LLC is not responsible for items that have not been received due to an incorrect address or change of address. If you have not received your order and would like to check the status, please contact our Customer Service Department atenrique.noriega@yahoo.com (be sure to note your order number and e-mail address, and verify the correct mailing address). A customer service representative will check our records to determine when your order was processed and mailed.

9. Will Lael Alpaca, LLC  ever give out my personal information to third parties?

Lael Alpaca, LLC wholeheartedly respects your privacy and thus will never release any personal information (including your home address, e-mail address, and phone number) to any third party. Lael Alpaca, LLC  is 100% Privacy Guarantee.  

10. How can tell the actual size of a product?

As you know, pictures can be deceiving. For that reason, it is very important that you look at the size of a product before making a decision about whether to purchase it.  You should be very careful when picking out products. We want to offer you the best possible perspective of a product's appearance and detail, and sometimes this comes at the expense of providing a true representation of the product's actual size. All products do come with size and weight specifications, however, so be certain to make that one of the things you check when viewing a product.

11. Products are individually handmade 

As all of our products are individually handmade, all sizes given must be considered as approximations, and minor imperfections and slight variations in color or design from items depicted should be expected. 

12.  Do we kill Alpacas for their skins? 

The answer: No, never! Alpacas only get shaved every summer. No only every associated alpaca farmer would consider this a capital crime, but it would not make economical sense either. Every Alpaca will render more monetary benefit as a fiber provider, just in one single year! Then, you must take into account that Alpacas reproduce every year, faithfully, producing very valuable new members to any Alpaca farm. It would not make a lot of sense to kill them for rugs or apparel!

13.  Delivery Policy

We are not responsible if you do not receive your order if you provide us a wrong address. We sent all our packages by certificate mail that mean the someone have to sign at the moment to receive the package. If you think that you or other will not be at the address that you provide us to receive the package please contact us to send the package by other service if you do not do that we are not responsible if you do not receive your order. If you will move to other address and you don't tell us, we are not responsible if you do not receive your order. The mail will try to deliver the package until three times in the address that you provide us but if not find any person at the address, we are not responsible if you do not receive your order. If you have any questions, please contact us at service department by email at enoriega@alpacalael.com

 

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