On this page, you can find the asnwers of the more frequent questions related with our services and products. Before contacting us, please verify that your query is not  in the aswers we offer below:

F.A.Q Virtual Store:

1. From which countries can i buy?
   You can buy from any country. There are no limitations about it; however, you should note that some of our products may be restricted or require documentation or additional payments to customs.We recommend you consulting with the customs authorities from your country regarding any restrictions or limitations of your orders.
   
    
2. How can i pay my orders?
   Andina Real accepts the following  payment methods: 

   • Visa and Mastercard credit cards
   • Western Union / MoneyGram
   • Deposits/ Bank account transfers from  USA, Spain and Perú
   • Money Order on USD. Only for American and Canadian residents
   • Online Banking SafTpay only for peruvian residents
   
    
3.  Is there a minimum or maximum limit for my purchase?
     There is not a minimun limit either on quantity or price. About the maximun limit, is restricted by the courrier that only allows shipments until 20 kilos.
   
    
4. Through  what courrier companies are the orders send?
    We use the following shipping methods:

   • Serpost from Peru (National peruvian post office) through the services:
     •  EMS, Express Mail Service in agreement with many countries, the delivery takes less than a week to most countries with online tracking
     •  Ordering, certificate mailing slower. It may take until 30 working days. It doesn't have online tracking
   • DHL, Online tracking and the delivery takes less than a week for most countries
   
    
5. Should i sign the reception of the package?
   Yes, always in all cases. Your sign is the proof that your order has arrive. In addition to signning the reception of the package, we suggest to open it in front of the mailman, writting down any damage you can visualize.
   
    
6. Can i change or return the products received?
   It's possible to make a change of some products for others. To make this possible, you should contact us no more later than 48 hours after receiving your package. Bear in mind that you'll have to make a new payment for the new shipping cost generated and that there is a fixed charge of $ 25.00 for each occurrence of this type. About returning products, this can happen just if the products have been received in bad conditions.
   
    
7.  What happen if my package is lost and never received?
    This is very difficult, but is possible. If the package doesn't arrive to its destiny for loss or negligence of the courier, you'll have to choose between sending you a new package or refund your money paid for your order.
   
    
8. What happen if i reject the package or i'm not at home on the delivery date?
   On this case, the courrier will contact you to program a new delivery date. Additionally, you can contact with the courrier office to program the delivery. If you reject or don't pick the package, it will be return to our company. Due to peruvian customs charges an amount for the returned packages, there's no refund of the money you have paid or resend of the package. You'll haveto place a new order.
   .
   
    

F.A.Q Payments Methods

1. How does Money Order payment works?
   In the shopping process, the system will ask for the payment method you prefer. Choose Money Order and follow the instructions on the screen.
   The payment with Money Order just can be useby residents from the United States and Canada, you have to make the Monwy Order to:
   Paola Gonzalez De Villena
    Av. Trinidad Moran #322
   Lima 14. Perú
   
    
2. How does Western Union payment works?
   The system of money transfer of Western Union can be use by any client from any country, with no limitations. For this, in the shopping process, the system will ask for the payment method you prefer. Choose Western Union and follow the instructions on the screen.
   The recipient of the transfer by Western Union should be:
   Antonio Devis
   Av. Trinidad Moran #322
   Lima 14. Perú
   
    
3. How does Bank transfer / deposit works?
    In the shopping process, the system will ask for the payment method you prefer. Choose Bank tranfer and follow the instructions on the screen.
   The system allows this payment method to residents of the European Union, by the transfer to an spanish account of Euros in the BBVA, american residents make a tranfer ACH to an account in Wachovia Bank and for peruvian residents make a transfer to an account in Continental Bank, Caja de Trujillo or MiBanco.
   
    
4. How does SafTpay works?
   SafTpay is a online payment system through internet banking, with a similar payment process as a receipt of payment services. SafTpay currently just can be use ina local way to peruvian residents with bank accounts in BCP, Continental Bank or Scotia Bank.
   
    
5. What are credit card payments Verified by Visa and SecureCode?
   The transactions made with your Visa and Mastercard, use a new authentication service for your identity: Verified by Visa and SecureCode for Visa and Mastercard respectively, validating that these transactions are authenticated and secure to enable financial institutions to authenticate the identity of the card holder during the payment process while shopping on online participants establishments.
    When the identity of the card holder is confirmed, the fraudulent or disputed online commerce transactions are lower and is a way to satify the concerns of the customers regarding the online shopping. In practice way, when you introduce your credit card in our secure server, your bank will ask for the password Verified by Visa and SecureCode that you choose when you affiliate your credit card to this service.
     The 3-D Secure protocol supports the new Visa payment service design to improve and validate payments by internet. 3-D Secure is a authentication tecnology that use encryption Secure Socket Layer (SSL) and a Plug-in to the commerce server that informs and verify the participants for authentication during an online purchase. Also, protects the payment information with the credit card during the trasmition by internet.
   
    
6. Which are the benefits using Verified by Visa and SecureCode?
   • More security of the customer when shopping by internet..
   • It's not require any special software of applications on the access device of the cardholder.
   • It is easy to use. You just need a password and your credit card to proceed with the buyment.
   
    
7.  How does the authentication with Verified by Visa and SecureCode works?

   

   

First of all,. the cardholder must be suscribe on the service, for one time, visiting the suscription site of the Bank.  During the suscription, the cardholder must aswer some security questions, after this process, you'll choose a password to authenticate itself, and agree a phrase that will be use as a personal guarantee message to the issuing bank is able to authenticate when a transaction is made.

F.A.Q Products and Services

1. Is it possible to get any discount for large purchases?
   
   Exactly, the large purchases are subject to a scale of discounts ranging from 5% to 25% depending on factors such as habitual and quantities. Andina Real has a system of on-line dealers that allows you to make large purchases by applying a discount on the list prices.
   
    
2.  Can you send me samples?
   Unfortunately we can't send samples. However, our policies about it is very advantageous: you can adquire samples or small proportions of our products at low prices. If, as we are sure, the quality of our products satify you, and you are encouraged to make a large purchase, we'll discount you the value of the samples you previously adquire.
   
    
3.  Can you export any plant species, even though is it protected?
   Of course. Andina Real has a permission to export protected species and any other peruvian plant species. This authorization indicates unambiguously that the exported products hasn't been depredated, but from the percentage that the law allows the use for these purposes. Bear in mind that the exports and the sale of protected species requires that the products are accompanied by the relevant authorization, CITES. This documents costs USD 75.00 and takes 14 working days to obtain it.
   
    
4. What is the difference between a international purchase and a formal export?
   Regarding a purchase made in our virtual store, the process is very simple, as always happens, process and ship your package within 24 hours of order confirmation. A normal export requires some others additional formalities: certificate of origin of the products, phytosanitary certificate, customs duties, courrier post, etc.
   
    
5. Does Andina Real have a Customs agent?
   Yes, from 9 years our customs agent is Pompeyo Cargo S.A. Although sometimes at the request of the importer we have used a different agent.
   
    
6. What added value can we offer you?
   In addition to offering our products in any presentation and packaging you want, we can package and label the product according to your instructions even if it is design with your own brand.
   
    
7. Can i buy your products in other countries?
   Yes, currently Andina Real is in Argentina, Japon and Spain with their own brands in each countries. Additionally, we have distributors in USA and other countries.