Syntrax Matrix

SHIPPING AND CUSTOMS

When will my order be processed?

All orders are handled and shipped from our warehouse in Cochabamba. Please allow additional time for your order to be processed during holidays and sales seasons. We process orders Monday through Saturday. Orders will be processed within 3-5 business hours from the order date and shipped within 12-24 hours following the processing day. Please note that we do not ship on weekends.

How long will it take to receive my order?

Once you place your order, please allow 3-5 hours on business days to process your orders. After that, it will take between 12-24 business days for delivery within the country.

HOW TO RETURN AN ITEM?

If you are not satisfied with your purchase and would like to return an item, please contact us within 30 days of receiving your order. Please provide us with your order number as well as the reason for your return. Our customer service team will review the return request and send further instructions if the return is approved. Only items purchased directly from Chelo Sports will be accepted. For products purchased from authorized retailers, please contact them directly for returns. Returned items must be in their original packaging, including accessories, manuals, and documentation. Returned items must be unused, in the same condition as we sent them to you, and in their original packaging. Stains, folded cards, broken seals/torn plastic sheets will not be accepted. If the condition of the product sent back to us is not in acceptable condition, we reserve the right not to refund or exchange. Products that have been customized cannot be refunded or exchanged. Non-returnable items include items purchased through retailers, incorrect products purchased, and products damaged by customer mishandling. Returns made without a receipt may be refused. Chelo Sports reserves the right to deny any return.

WHAT IF THE ITEMS I RECEIVED ARE DEFECTIVE/INCORRECT/DAMAGED?

Did you receive a defective unit or the wrong product? Are you simply not satisfied with your order? Contact our Customer Care team on our contact page to start the return process. Please include the following information:

• Order number

• Proof of purchase

• Video or photo of the defective product (if applicable)

• Complete delivery address

• Contact phone number

In some cases, you may be required to include a video or photo of the defective product as proof to refund or replace the product.

HOW LONG DOES THE RETURNS PROCESS TAKE?

Processing returns may take up to 14 business days from the day we receive your return. We will send you an email to confirm once your return has been processed. For returned items, a full refund will be credited for defective products. For non-defective items, the refund excludes all shipping and handling charges.

WHEN WILL I RECEIVE MY REFUND?

All refunds will be credited to your original form of payment. If you paid by credit or debit card, refunds will be sent to the card-issuing bank within 14 business days of receiving the returned item or requesting cancellation. Please contact the card-issuing bank if you have questions about when the credit will post to your account. If you haven't received a credit for your return yet, here's what to do: Contact your bank or credit card company. It may take some time before the refund is posted to your account.

HOW DO I CHANGE OR CANCEL MY ORDER?

Please contact us as soon as possible if you need to modify or cancel your order. Please be sure to provide your order number and the modification you wish to make and we will confirm once the modification has been made. Please note that any order that has already been packed or shipped cannot be modified or cancelled.