Shipping policy

Palenque Colombian Food – Shipping Policy

📦 Coverage and Delivery Times

Palenque Colombian Food currently delivers within the New York metropolitan area and selected ZIP codes (up to 50 miles from our Brooklyn location). We are working to expand our coverage soon.

 Processing Times

  • Orders are processed during the week and shipped between Monday and Tuesday of the following week.
  • Processing time is typically 1–7 days before shipping. 

Transit Times

  • We use expedited ground shipping services to ensure the fastest delivery possible—usually 1–2 business days once shipped.
  • We strongly recommend placing all products in the freezer immediately upon delivery.
  • Our products contain no preservatives or chemicals, so keeping them frozen is essential.
  • We do not ship on national holidays or during weather or logistic conditions that may delay delivery or compromise the cold chain.

❄️ Packaging and Frozen Product Quality

Ensuring that our Colombian products arrive perfectly frozen is our top priority.

  1. Insulated Packaging:
    We use durable corrugated boxes with high-quality polystyrene foam or similar insulation materials.
  2. Refrigerants:
    Every order includes dry ice to maintain internal temperature during transit. The amount is adjusted according to weather and transit time.
    • Dry Ice Warning: Do not touch dry ice directly. Allow it to evaporate in a well-ventilated area.
  3. Condition Upon Arrival:
    Some dry ice evaporation is normal. Products should arrive frozen or very cold.
    If they arrive at room temperature or warm, please follow the steps in the “Damaged Product Claims” section.
  4. Our products contain no preservatives or chemicals, so it is crucial to keep them frozen.
  5. We do not ship on national holidays or during potential delays that may affect frozen quality.

💸 Shipping Rates

Shipping rates are calculated based on:

  • Package weight: Including food, insulation, and refrigerants.
  • Destination distance: Based on your delivery address.

Available Options (shown at checkout):

  • Flat Rate (if applicable): Offered for nearby areas or specific weights.
  • Live Rate Calculation: Real-time rates from the selected carrier.

⚠️ Customer Responsibility

Because our products are perishable, timely receipt is essential.

  • Accurate Address: Customers must provide a complete and correct delivery address. We cannot be responsible for failed deliveries due to incorrect addresses.
  • Immediate Reception: Once a package is marked as “delivered” by the carrier, the customer is responsible for immediately freezing the products.
  • Absence at Delivery: If no one is available to receive the order, the package may be left at the door. We cannot be responsible for spoilage if the box remains unopened or unrefrigerated for an extended period.

🤝 Damaged or Spoiled Product Claims

If your products arrive damaged, incomplete, or not cold/frozen (room temperature or warm):

  1. Contact us within 4 hours of receiving your package at palenquecolombianfood@gmail.com or via our contact form.
  2. Include your order number, a detailed description of the issue, and clear photos of the product and packaging.
  3. Once reviewed, approved claims will be eligible for a refund or product replacement.