Shipping & Delivery Policy

1. Digital Product Delivery

Instant Access: Digital products, including Sugar Harmony, are delivered electronically immediately after payment confirmation.

Delivery Method: You will receive access through one or more of the following methods:

• Email Delivery: Download links sent to your registered email address
• Account Access: Login credentials to access your purchase through our member area
• Platform Access: Direct access through Cartpanda Inc. or our delivery platform
• Download Portal: Access to a secure download portal with your purchase

Delivery Time: Digital products are typically delivered within minutes to 24 hours after payment confirmation, depending on payment method and verification requirements.

Email Issues: Check your spam/junk folder if you don't receive delivery email within 24 hours. Contact support@getsugarharmony.com for assistance.

2. Physical Product Shipping (If Applicable)

For physical products, books, materials, or merchandise:

Processing Time: Orders are processed within 1-3 business days after payment confirmation (excluding weekends and holidays)

Shipping Carriers: We ship via Correios (Brazilian Postal Service) and authorized courier services

Tracking Information: You will receive tracking information via email once your order ships

Business Days: Shipping timeframes refer to business days (Monday-Friday), excluding weekends and Brazilian national holidays

3. Domestic Shipping (Brazil)

Shipping Options:

• Standard Shipping (PAC): 7-15 business days, most economical option
• Express Shipping (SEDEX): 3-7 business days, faster delivery
• Courier Service: 2-5 business days for major cities, premium option

Shipping Costs: Calculated at checkout based on destination, weight, and dimensions. Free shipping may be available for orders above a certain value.

Remote Areas: Delivery to remote areas may take additional 3-7 business days

Address Verification: Ensure your shipping address is complete and accurate to avoid delays

4. International Shipping

Availability: International shipping may be available for select physical products

Delivery Time: 10-30 business days depending on destination country and customs clearance

Shipping Costs: International shipping costs are calculated based on destination, weight, and shipping method

Customs and Duties: Customer is responsible for all import duties, taxes, and customs fees imposed by the destination country

Customs Delays: We are not responsible for delays caused by customs clearance procedures

Restricted Countries: We cannot ship to certain countries due to legal or logistical restrictions. Check at checkout for availability.

Digital Alternative: For customers in countries where we cannot ship physical products, digital versions may be available

5. Order Tracking

Tracking Code: Once your order ships, you will receive a tracking code via email

How to Track: Visit the carrier's website (Correios, courier service) and enter your tracking code

Tracking Updates: Tracking information is updated regularly, but there may be delays in scanning during transit

Tracking Issues: If tracking shows no updates for 5+ business days, contact us at support@getsugarharmony.com

Lost Packages: If tracking indicates delivery but you haven't received your package, contact us immediately. We will investigate with the carrier.

6. Shipping Address

Accuracy Required: Ensure your shipping address is complete, accurate, and includes all necessary details (apartment number, building name, reference points)

Address Changes: Contact us immediately if you need to change the shipping address. Changes can only be made before the order ships.

Undeliverable Addresses: If the carrier returns a package due to an incorrect or incomplete address, you may be responsible for re-shipping costs

P.O. Boxes: Some carriers do not deliver to P.O. Boxes. Provide a physical street address when possible.

Business vs. Residential: Indicate whether the address is residential or commercial, as delivery requirements may differ

7. Delivery Confirmation

Signature Required: Some shipments may require a signature upon delivery for security

Safe Place: If no one is available to receive the package, the carrier may leave it in a safe location or at a neighbor's address

Delivery Attempts: Carriers typically make 2-3 delivery attempts before returning the package to the distribution center

Pick-Up Options: If delivery fails, you may be able to pick up the package at the local post office or distribution center

Notification: Carriers will leave a notice with instructions if delivery is unsuccessful

8. Shipping Costs

Calculated at Checkout: Exact shipping costs are calculated and displayed during checkout before you complete your purchase

Factors Affecting Cost: Shipping costs vary based on:

• Destination address (state, city, postal code)
• Package weight and dimensions
• Shipping method selected (standard, express, courier)
• Delivery speed preference

Free Shipping Promotions: We occasionally offer free shipping for orders above a certain value or during promotional periods

Combined Shipping: Multiple items in a single order may qualify for combined shipping discounts

9. Order Processing

Payment Verification: Orders are processed only after payment is confirmed and verified

Fraud Prevention: Orders may be subject to additional verification for fraud prevention, which can delay processing

Inventory Check: We verify inventory availability before processing your order

Order Confirmation: You will receive an email confirmation when your order is placed and another when it ships

Processing Hours: Orders placed on weekends or holidays are processed on the next business day

10. Delays and Issues

Estimated Delivery: Delivery timeframes are estimates, not guarantees. Actual delivery may vary due to factors beyond our control.

Possible Delays: Shipping may be delayed due to:

• Weather conditions and natural disasters
• Carrier delays and logistical issues
• Customs clearance (international orders)
• Peak seasons and holidays (Christmas, Black Friday, etc.)
• Pandemics, strikes, or force majeure events
• Address verification issues
• Payment verification delays

Communication: We will notify you of any significant delays or issues with your order

No Liability: We are not responsible for delays caused by carriers, customs, or circumstances beyond our control

11. Lost or Damaged Packages

Lost Packages: If your package is lost in transit:

• Contact us at support@getsugarharmony.com with your order number and tracking information
• We will investigate with the carrier
• If the package is confirmed lost, we will reship or refund your order
• Allow 15-20 business days for lost package investigations

Damaged Packages: If your package arrives damaged:

• Take photos of the damaged packaging and product
• Contact us within 48 hours of delivery with photos and order details
• We will arrange for a replacement or refund
• Do not discard damaged items until the claim is resolved

Insurance: Shipments may be insured. We will handle insurance claims on your behalf for lost or damaged items.

12. Refused or Unclaimed Packages

Refused Delivery: If you refuse delivery of your order, you may be responsible for return shipping costs

Unclaimed Packages: If you fail to claim a package from the post office or distribution center within the holding period, it will be returned to us

Return Fees: For refused or unclaimed packages, refunds will be issued minus original shipping costs and any return shipping fees charged by the carrier

Restocking Fees: A restocking fee may apply for refused or unclaimed orders

13. Wrong or Incomplete Orders

Our Error: If we ship the wrong item or an incomplete order:

• Contact us immediately at support@getsugarharmony.com
• We will arrange for return shipping (at our expense) and send the correct item
• Alternatively, we will issue a full refund
• Do not return items without authorization

Verification: Check your order immediately upon receipt and report any discrepancies within 7 days

14. Returns and Exchanges

For information about returning or exchanging shipped products, please refer to our Return & Refund Policy.

Return Shipping: Customers are generally responsible for return shipping costs unless the product is defective or we made an error

Return Address: Returns must be shipped to: Avenida Rui Barbosa, 932, Andar Superior, Sala Anexa, Centro, Tapejara - PR, 87430-000

Authorization Required: Contact us for return authorization before shipping items back

15. Digital Download Issues

If you experience issues with digital product delivery or downloads:

• Email Not Received: Check spam/junk folders and whitelist admin@tedxgroup.com
• Broken Links: Download links are typically valid for 30 days. Request a new link if expired
• File Corrupted: Try downloading again or contact support for assistance
• Access Issues: Ensure you're using the correct email and password to access member areas
• Technical Support: Contact support@getsugarharmony.com for technical assistance

16. Contact Shipping Support

For shipping inquiries, tracking assistance, or delivery issues:

• Email: support@getsugarharmony.com
• Phone: +55 (53) 99990-4390
• Business Hours: Monday-Friday, 9:00 AM - 6:00 PM (Brazilian Time)
• Response Time: We respond to shipping inquiries within 24-48 hours

Information to Include: Order number, tracking code (if available), and description of the issue

17. Changes to Shipping Policy

We reserve the right to modify this Shipping & Delivery Policy at any time. Changes will be effective immediately upon posting to leadingmediapro.site with an updated "Last Updated" date.

Shipping terms in effect at the time of your order apply to that specific order.