Shipping and Delivery Policy
Shipping and Delivery Policy — The One Store
1) Shipping is always free (to any location served)
Shipping is always 100% free , with no additional cost, regardless of the city, state, or country within the locations covered by this policy: Brazil, Portugal, Colombia, United States, and Canada .
2) Origin of the products and shipping method
Our products are shipped directly from international distribution centers and manufacturers . For this reason, orders are treated as international shipments and may undergo logistical and customs screening depending on the destination country.
3) Order processing and tracking
After payment confirmation, the order enters the picking and preparation phase for shipment.
The tracking code is sent to the customer's email within 5 business days after payment confirmation.
Important: For international shipments, tracking may take a few days to provide consistent updates, especially during movement between countries and sorting processes.
4) Estimated delivery times (by destination)
The delivery times below are average estimates and may vary due to factors beyond our control (customs inspection, local logistics, periods of high demand, weather, strikes and other events).
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Brazil (BR): 15 to 20 days (average after posting)
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Portugal (PT): 10 to 25 business days after posting.
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Colombia (CO): 15 to 30 business days after posting.
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United States (US): 7 to 20 business days after shipment.
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Canada (CA): 10 to 25 business days after posting.
5) Requests with more than one item
For orders containing 2 or more products , the items may be shipped separately , with distinct tracking codes for each package.
6) Attempted delivery and pickup
Delivery may be made via local postal service or logistics partners, depending on the destination and type of shipment.
If the recipient is absent, the area has delivery restrictions, or there is a similar situation, a notification may be sent for pickup at a local location (according to the country's regulations).
7) Address: pay attention when filling it out.
To ensure correct delivery within the estimated timeframe:
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Please confirm all address details before finalizing your purchase (full name, house number, apartment/house number (if applicable), neighborhood, postal code, and contact information).
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After 24 hours from the purchase, we cannot guarantee address changes , as order processing and packing may have already begun.
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If the order is returned due to an incorrect, incomplete, or invalid address , the responsibility lies with the buyer, and no refund will be issued .
8) Cancellation
After 24 hours from the purchase, it will not be possible to cancel the order , due to the start of processing and preparation for shipment.
9) Customs duties: we cover the costs.
If there are any customs charges in the destination country (taxes, fees, charges, tariffs, customs clearance or similar costs), The One Store will fully cover these expenses .
What to do if you are taxed:
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To avoid delaying delivery, please pay the required release fee (if applicable in your country).
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Send it to us within 48 hours :
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proof/receipt of payment
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official fee document/notice (if applicable)
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order number
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After validation, we will provide a full refund of the tax amount paid.
Note: Coverage refers exclusively to customs duties and import clearance costs. It does not include costs incurred due to incorrect addresses, the recipient's absence, attempted fraud, or inconsistent information.
10) Resend
If the item is reshipped for any reason, a new delivery timeframe will apply, starting from the date of the new shipment.
11) Customer Service
For questions regarding deadlines, tracking, delivery, or taxes, please contact our team:
Email: support@theonestore.com.br
By making a purchase, the customer declares to agree to this Shipping and Delivery Policy.