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Casa Castillo’s Frequently Asked Questions
Casa Castillo strives to provide every client with outstanding customer
service. This section is designed to answer some of our most common
inquiries. However, if you would like to speak to us directly for any
reason, please feel free to e-mail sales@casa-castillo.com or call us
at 1-800-991-9893 any time. Our service representatives are available
around the clock to assist you.
Q: Does Casa Castillo offers a printed catalog?
In order to ensure that our clients always have access to our current
product list, we publish an online catalog only. Our online catalog
is available 24 hours a day at www.casa-castillo.com
Q: What methods of payment does Casa Castillo accept?
Casa Castillo accepts American Express, Visa and Mastercard credit or
debit cards. You can use also Pay Pal for your convenience or send us a check or money order.
Q: How long will it take to make my order?
Casa Castillo uses advanced logistics techniques to ensure that
all of our orders are processed quickly. Most orders ship within 3 to
5 days after approval of your order. To ensure open communication
with our clients, every customer receives an e-mail confirmation detailing
that an order was received and processed and, finally, shipped. Please
see our shipping details for further information on Casa Castillo
delivery options.
Q: What is your shipping policy?
Casa Castillo ensures that all of our orders are shipped with the greatest
of care. Each order is hand packaged with protective wrapping to avoid
breakage. Additionally, we offer shipping insurance on all orders to
cover any damage that may occur due to carrier error. Items are delivered
either via FedEx or by a custom shipping method based on the products
in your order. If you prefer to have items shipped by a carrier other
than FedEx, please note your shipping preference in the "comments"
area of your order. We will recalculate shipping costs based on your
request. Please note that all shipping costs are estimates only and
are subject to change. Items are typically shipped within 3 to 5 days
after the approval of your payment, in some cases delivery time may
last up to 4 weeks depending in your product selection, please check
the availability field in the description for each product.
Q: What if an item is damaged or defective, what is your policy?
Casa Castillo is 100% committed to our customers' satisfaction. If,
for any reason, you are not pleased with your product order, you may
return your new, unused product within 30 days of purchase for a full
refund or replacement. If your product arrives damaged, please contact
Casa Castillo by e-mail sales@casa-castillo.com or call at 1-800-991-9893.
We will provide you with directions on how to return your damaged goods
at no cost to you.
Q: What if I make a mistake on my order?
Casa Castillo ensures that all of our customers feel comfortable with
their orders. We will provide unlimited numbers of proofs to guarantee
that you are pleased with how your final design will look. If, after
approving the final proof, you realize a mistake on your order, please
e-mail or call us immediately. If the product has not been produced,
we will alter the design according to your revised specifications. If
the product has already been produced, we will work with you to determine
how best to take care of your needs.
Q: Do you offer shipping insurance?
Absolutely. Casa Castillo ships every order with insurance to protect
against damage or loss at no cost to you.
Q: Will I be charged for redelivery of my order?
Casa Castillo provides the highest level of customer service. Therefore,
you will never be charged a fee for redelivery of damaged products or
incorrect orders. If, however, you change your mind or select a different product
after the it has left our warehouse, a redelivery fee may apply.
Q: Do I have to pay sales tax for online orders?
State law requires that orders shipped within CA State be assessed a
sales tax. If you are a CA Exempt Organization then e-mail your "Exempt
Organization Certificate" to Casa Castillo and you will not be
charged sales tax.
Q: Is Internet shopping safe?
Yes. Casa Castillo uses the most modern means of Internet security to
protect our online customers. We use state-of-the-art GeoTrustSSL encryption
and identity verification to ensure that credit card account numbers
and other confidential information cannot be viewed, intercepted or
altered. You can feel confident that your online shopping experience
will be safe and secure.
Q: Can I change my order after receiving confirmation?
We are happy to work through any changes you may need on your order.
However, as we strive to provide clients with the fastest service and
highest quality, please contact us by e-mail or phone immediately if
you require changes to your order as alteration fees may apply if we
have already begun producing your order. Finally, if your order is customized,
we regret that we must apply cancellation fees to portions of orders
that we cannot use due to partial or other custom work.
Q: How do I order online?
We strive to make it as simple as possible for customers to order online.
To begin, go to any product photo that interests you and click the "Add
to Cart" button. Continue to add items to your cart until you have
finished shopping. Then click the "Proceed to Checkout" button
at the bottom of your shopping cart and follow the prompts until all
required information has been provided and your order is complete.
Q: What should I expect to happen when I place an order online?
Once your online order has been submitted you will receive confirmation
via E-mail acknowledging receipt of the order. Most purchases will be
processed within 48 hours and shipped by FedEx for delivery to most
areas of the U.S. within 7 business days. Some other bigger items could
take up to 4 weeks via the most cost-effective method. For more information
of ordering please refer to our section on Shipping & Returns.
Q: Why isn't my browser working with your site?
Our site is designed for use with the latest versions of Internet Explorer
and Netscape Navigator Or Mozilla Firefox.. Some browsers (including
Internet Explorer 3.0, Netscape Navigator 3.0, AOL 3.0, and WebTV) may
experience technical difficulties with online ordering. We recommend
downloading the latest versions of your web browser.
Q: How do I know if ordering online is secure? What are you
going to do with my name and contact information?
We encrypt all personal information, including your credit card number,
when transmitting your online order over the Internet using SSL. When
your browser is in secure mode, you will notice an unbroken key or lock
at the bottom of the page.. Casa Castillo does not rent or sell information
we receive from Web orders or E-mail inquiries. For more information,
see our Privacy Notice page.
Q: Why is my shopping cart empty?
Your browser may be configured to refuse "cookies". Our site
uses cookies to retain items added to your cart and to keep orders "attached"
to the correct shopper. Cookies save you from having to re-type personal
information every time you order an item. If you are having problems
ordering you should change your browser preferences to accept cookies.
Q: What if I have more questions?
E-mail us at sales@casa-castillo.com or call us anytime at 1-800-991-9893.
We will personally respond to your questions within 24 hours. Thank
you for choosing Casa Castillo, the finest Mexican Arts available to
you on-line.
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