Shipping policy
Shipping Policy
This Shipping Policy applies to purchases made on the online store of THE NOSE MUSTACHE LTDA (CNPJ No. 26.587.909/0001-81).
1. Delivery Area
We deliver to regions available at the time of purchase, based on the logistics coverage displayed at checkout.
Shipping options are calculated via the integration between the Shopify store and Frenet, a tool used for quoting and managing shipping with partner carriers.
Delivery availability may vary based on the postal code (CEP), product type, quantity purchased, weight, package dimensions, shipping method, carrier restrictions, and applicable laws.
If delivery to the provided address is not possible, the customer will be notified via the contact channels registered with the order.
2. Shipping Calculation
The shipping cost is calculated automatically at checkout via the Frenet integration, taking into account the delivery postal code, weight, dimensions, quantity of products, chosen method, and logistics options available at the time of purchase.
The total purchase amount, including products and shipping, will be displayed before the order is finalized.
3. Available Carriers and Methods
The shipping methods displayed at checkout may vary depending on the carriers available through the Frenet integration, the delivery region, order characteristics, and logistics rules in effect at the time of purchase.
The customer selects the shipping method at checkout from the options available for the provided address.
4. Delivery timeframe
The delivery timeframe shown at checkout is an estimate based on available shipping options; the countdown begins after payment confirmation and order preparation.
Delivery times may vary depending on the region, carrier, stock availability, order volume, holidays, weather conditions, local restrictions, force majeure events, or other situations beyond THE NOSE MUSTACHE's direct control.
5. Order preparation and shipping
Once payment is confirmed, the order will be picked, packed, and dispatched according to the selected shipping method.
Processing for orders placed on weekends, holidays, or outside business hours may begin on the next business day.
6. Receipt by someone over 18
THE NOSE MUSTACHE sells alcoholic beverages. Therefore, delivery of alcoholic products can only be made to a person over the age of 18.
By making a purchase, the customer declares they are over 18 and agrees to ensure that an adult capable of receiving the order is present at the provided address.
The carrier or delivery personnel may request age verification upon delivery. If no one over 18 is available, the delivery may be refused, rescheduled, or returned to the store.
7. Incorrect address or absence at time of delivery
The customer is responsible for providing the correct delivery address, including street, number, unit/apartment details, neighborhood, city, state, postal code (CEP), and contact phone number.
If delivery cannot be completed due to an incorrect or incomplete address, the absence of someone capable of receiving the package, unjustified refusal, or inability to access the location, THE NOSE MUSTACHE will contact the customer regarding reshipment, pickup, cancellation, or a refund, as applicable
If a new shipment is required due to errors in the information provided by the customer or absence at the time of delivery, additional shipping charges may apply.
8. Shipping damage
Upon delivery, please inspect the packaging before accepting the order.
If the packaging appears tampered with, wet, torn, damaged, or shows signs of leakage or other issues, we recommend refusing delivery and contacting us at vendasonline@thenosemustache.com.br.
If the issue is discovered after delivery, please contact us as soon as possible, providing your order number and—whenever possible—photos of the packaging, the products, and the invoice.
9. Order marked as delivered but not received by the customer
If tracking indicates the order has been delivered but the customer reports not having received it, THE NOSE MUSTACHE will initiate a verification request with the responsible carrier or logistics partner.
The review timeframe may vary depending on the carrier. Once the investigation is complete, the store will inform the customer of the appropriate next steps.
10. Tracking
When available, the tracking code or link will be sent to the customer via the channels provided in the order, such as email, SMS, WhatsApp, or the purchase tracking area.
Tracking updates depend on the carrier responsible for the delivery.
11. Pickup, local delivery, or special delivery methods
When available, options such as on-site pickup, local delivery, or other special methods will be presented at checkout or arranged with the customer in advance.
These methods may be subject to specific rules regarding timeframes, operating hours, service areas, and age verification.
12. Customer Support
If you have questions regarding shipping, delivery, or tracking, or encounter issues with receipt, please contact us:
THE NOSE MUSTACHE LTDA
CNPJ (Tax ID): 26.587.909/0001-81
Rodovia ICR 453, No. 503
Sanga Funda Neighborhood
Içara/SC
Zip Code 88.820-000
Email: vendasonline@thenosemustache.com.br