Shipping policy

Shipping Policy
1. Shipping Methods and Carriers
We work with partner carriers that are recognized in the American market. You can choose the shipping method at checkout, according to your needs and region.

2. Processing Time
Your order is prepared, checked and shipped within 2–3 business days after payment confirmation and inventory verification.

3. Delivery Times
Delivery times vary by region
For more information, send us an email to support@stoneco.co

4. Order Tracking
After shipping, you will receive a tracking code by email, which allows you to track the order until delivery.

5. Free Shipping
We offer free shipping nationwide. Deadlines and conditions may be adjusted without prior notice, depending on our logistical availability.

6. Delivery Attempts and Correct Address
Carriers make up to 2 free delivery attempts. If the recipient cannot be located, the order will be returned to the distribution center and a new shipping fee will be charged for resending.

Therefore, it is important to carefully check the address provided. Incorrect information is the customer's responsibility.

7. Checking the Delivery
Upon receiving the order, check that the packaging is in good condition and that it corresponds to what was purchased. In the event of damage, continue the process and notify us immediately.

8. Lost or Damaged Orders
If the tracking indicates loss, contact us by email within 48 hours after delivery confirmation. We will make every effort with the carrier to resolve the issue or resend the product, at no additional cost.

9. Resending and Changing Address
After shipping, it is not possible to change the delivery address. In the event of a return or resend (due to incorrect address or refusal), the customer will be notified and must choose to resend the product, with a refund of the product value or store credit for future purchase.

10. Logistics Guarantee
Our commitment is to deliver safely and quickly, just as StoneCo does with its materials: quality assurance, deadlines met and customer support at any stage of delivery.