Online orders are eligible for free shipping as long as there are within the continental United States. Please call or email us for orders for delivery to Alaska, Hawaii or Puerto Rico. We do not normally ship outside the United States but please contact us for more information.
Our frozen products ship on Monday or Tuesday of each week to ensure arrival prior to the weekend. Orders received after 12:00 PM on Tuesdays (EST), may not ship until Monday or Tuesday of the following week. If faster delivery time is required or preferred, we can offer faster delivery for an additional charge. Please contact us for details.
Orders are shipped in special insulated boxes with dry ice to keep them as cold as possible during transit. Please be careful to prevent direct contact of dry ice to your skin.
To guarantee delivery, we must have a proper and complete address. Unfortunately, we cannot deliver to P.O. Boxes or A.P.O. and F.P.O. addresses. We are able to deliver to rural routes with a complete address and telephone number.
When your order is shipped, you will receive an email with the tracking number. Our fulfillment center is centrally located near Kansas City, MO. Shipping time is usually between 2 to 3 business days with shipments left at the indicated address (with no signature required).
Nativo Acai is shipped frozen and is perishable. As such, the items should be unpacked and put in the freezer the same day they are delivered. Depending on delivery time or under extremely hot weather conditions, the product may soften. As long as they are cold, they may be refrozen or placed in the refrigerator and used within 3 days.
If you did not received your order within the time frame outlined above, please contact the carrier with your tracking number. If you need further assistance after speaking with the carrier, please call or send us an email with the information.
If for some reason you wish to cancel your order you must contact us immediately. However, if the item has already shipped, the order cannot be cancelled.
RETURNS AND REFUNDS
Please contact us immediately if your order is damaged or defective in any way.
We cannot accept returns of perishable items unless they arrive frozen and in the same condition they were originally shipped. We will consider a refund that can be traced to manufacturing defects and shipping related issues on a case by case basis. If you receive a damaged or defrosted product, Nativo requires that you notify us on the same day the product is received. We ask that you take digital photos of the product and email them to us so that we can evaluate your claim.
All orders are inspected before shipping to ensure they meet quality control standards. If you are not satisfied with our product for any reason, please contact us.