Frequently Asked Questions

You can choose from:

• In-store pickup (Redondo Beach, CA)
• Local delivery (available within a 35-mile radius of the store in Los Angeles County)
• Domestic shipping via UPS, USPS, or FedEx
• International shipping via UPS, USPS, or FedEx

Shipping rates are automatically calculated by carriers based on the weight and dimensions of the products.

However, we offer a flat rate based on the order value, divided into two levels for domestic orders:

Orders of $99 or more:

• California: $14.99
• Other states: $24.99

Orders of $179 or more:

• California: $9.99
• Other states: $19.99

To learn more, visit: https://hibrazilmarket.com/blogs/news/novidades-empolgantes-para-nossos-queridos-clientes

Delivery times vary depending on the distance and the shipping method chosen.

• Ground: 1 to 5 business days
• Priority: 1 to 3 business days
• For weekend deliveries, we recommend the FedEx Home Delivery option.
• Expedited options, such as 2-day or next-day delivery, are also available.
  

Important: we are not responsible for adverse conditions that may delay the delivery of your order. Situations such as blizzards, fires, floods, earthquakes, wars, or any other event beyond our control, as well as that of the shipping companies, may affect the delivery time.

Yes, we ship internationally. However, refrigerated and frozen products are available only for deliveries within California due to their perishable nature.

International shipping – what you need to know:

• The customer is responsible for any fees, taxes, and documentation required by the destination country.
  
• The customer must check whether the product(s) they wish to purchase is/are subject to any restrictions in their country.
  
• The delivery timeframe provided by the carrier does not include customs clearance time.
  
• If the shipment is returned to our market due to customs issues, an incorrect address, or any other reason, a refund will be issued after we receive and inspect the goods.
  
• Shipping costs are non-refundable; only the value of the products will be refunded.

Yes! You can redeem points from our Rewards Program to get free shipping in the U.S. (ground shipping).

Just:

• Browse the collections.
• Add products to the cart.
• Complete the purchase with your preferred payment method.

We recommend that you create an account or log in for a better experience and order tracking.

If the order has not yet been prepared and shipped, contact us as soon as possible. Once shipped, we cannot change the address or the products.

• Perishable items are only shipped to California.
• We recommend choosing priority shipping or FedEx Home Delivery, which offer greater security.
• Track your order so you can refrigerate or freeze the contents immediately upon delivery.
• Orders containing perishable products are shipped Monday through Thursday to prevent the package from sitting over the weekend.
• Please note: the insurance does not cover damage to perishable products.

Check the tracking of your order:

• If the tracking indicates that the delivery was completed:
  In apartment buildings: check lockers or designated delivery areas.
  At houses: check the mailbox and ask your neighbors, in case the delivery was made by mistake.
• If the tracking indicates an unsuccessful delivery attempt:
  Contact the delivery agency to understand the problem and arrange for redelivery.
  
• If the package is being held at the agency:
  Go to the agency to pick up the order before it is returned to our marketplace.
  
• If 24 hours have passed since the delivery notification and you have followed all the steps above:
  
  Contact us with your order number and name so we can start the process with the insurance company.

Contact us immediately so we can file a claim with the insurance company, providing:

• Order number and name.
  
• Photos of the box (closed and open), showing the packaging and the damaged product.
  

Important: do not discard anything (box, packaging materials, or product) until the claims process is complete.

Brazilian products use the day/month/year format. For example, VAL 05/12/27 means December 5, 2027, not May 12. Also remember that FAB is the manufacture date, not the expiration date.

See our complete guide to expiration dates, with a decoder to check your product's date.

Contact the local agency holding your order immediately and pick it up as soon as possible, before it is returned to our marketplace.

Please contact us with your order number and name.

• Once the return shipment has been received, we will refund the cost of the non-perishable items (shipping fees are non-refundable).
  
• If the delivery address is incorrect or incomplete, please provide the necessary correction so we can reship the order.

Follow the instructions in our Refund
Policy. Click here.

We accept:

• Credit and debit cards (Visa, Mastercard, AmEx)
• Apple Pay
• Google Pay
• PayPal
• Shop

Yes. We use SSL encryption and secure platforms to protect your information.

Check the status of the charge on your card:

• If it is listed as “Pending” or “Processing”, please wait up to 48 business hours. The extra charge will be automatically canceled.
  
• If the charge is listed as “Posted”, please contact us and send the order number, your name, and a screenshot of your statement showing the duplicate charge.

You earn points with every purchase, referral, and other actions. Then you can exchange them for discounts and free shipping

Log in to your account and go to the rewards section to view your balance and options.

Yes. We are located in Redondo Beach, California, where you can also pick up your online orders.

You can contact us via:

• WhatsApp / SMS / Phone Call: +1 (310) 318-2108
• Email: [email protected]
• Form: Contact Us