General Questions
Q: Where are you located?
A: Our physical address is 2885 W 68 ST Suite 7, Hialeah, FL 33018, USA.
Q: How can I contact you?
A: You can reach us by phone at 786-907-4752 or via email at support@perezluxurys.com. Our team is available Monday through Friday from 5:00 PM to 9:00 PM EST.
Q: What are your business hours?
A: We are open Monday through Friday from 5:00 PM to 9:00 PM EST. We are closed on Saturdays, Sundays, and all major U.S. holidays. Any orders placed outside of business hours will be processed the next business day.
Q: Do you have a physical store I can visit?
A: We operate primarily as an online store. While we have a business address at 2885 W 68 ST Suite 7, Hialeah, FL 33018, this is our office and warehouse location, not a retail store. Please contact us before visiting.
Shipping Questions
Q: Do you ship outside the USA?
A: No, we currently only ship within the United States. We do not offer international shipping at this time.
Q: How much does shipping cost?
A: Shipping is FREE on all orders within the United States. There are no minimum order requirements or hidden fees.
Q: How long does delivery take?
A: Total delivery time is 4-7 business days (1-2 business days for handling + 3-5 business days for transit).
Q: Do you ship to P.O. Boxes or Military Addresses?
A: No, we are unable to deliver to P.O. Boxes or Military Addresses (APO/FPO/DPO) due to carrier restrictions.
Q: How do I track my order?
A: Once your order ships, you will receive an email with a tracking number. You can track your package directly through FedEx, DHL, or UPS using this number.
Q: What if my package is delayed?
A: While we strive to meet our estimated delivery times, delays can occur due to carrier issues, weather conditions, or other unforeseen circumstances. If your package is significantly delayed, please contact us, and we will assist you in tracking it down.
Returns & Refunds Questions
Q: What is your return policy?
A: We offer a 30-Day Money Back Guarantee. Items must be returned in new, unused condition with original packaging and tags attached.
Q: How do I return an item?
A: Contact us at support@perezluxurys.com or call 786-907-4752 to request an RMA number, then ship the item to our return address at 2885 W 68 ST Suite 7, Hialeah, FL 33018.
Q: Is there a restocking fee?
A: No, we do not charge any restocking fee for eligible returns.
Q: Who pays for return shipping?
A: Customers are responsible for return shipping costs. We recommend using a trackable shipping service.
Q: How long does it take to get a refund?
A: Refunds are processed within 5-7 business days after we receive and inspect your return.
Q: Do you offer exchanges?
A: No, we do not offer direct exchanges. Please return your item for a full refund and place a new order.
Q: What if I received a damaged or defective item?
A: If your item arrives damaged or defective, please contact us within 48 hours of delivery. We will arrange for a replacement or full refund at no additional cost to you.
Q: What if I never received my item?
A: Check your tracking information and contact the carrier. If the issue persists, please contact us immediately, and we will investigate with the carrier.
Order Questions
Q: How do I place an order?
A: Simply browse our website, select your desired items, add them to your cart, and proceed to checkout. Follow the prompts to enter your shipping and payment information.
Q: Can I cancel or modify my order?
A: Yes, you can cancel or modify your order within 24 hours of placement. Contact us at support@perezluxurys.com or call 786-907-4752 as soon as possible.
Q: What payment methods do you accept?
A: We accept Visa, MasterCard, American Express, and Discover credit and debit cards. All transactions are in USD.
Q: Is my payment information secure?
A: Yes, all transactions are processed through secure SSL-encrypted connections. We do not store your full credit card information on our servers.
Q: Will I receive a confirmation email?
A: Yes, you will receive an order confirmation email immediately after placing your order, followed by a shipping confirmation email with tracking information once your order ships.
Q: What happens if an item is out of stock?
A: If an item you ordered is out of stock, we will contact you within 24-48 hours to discuss alternatives, delay, or cancel your order with a full refund.
Payment & Billing Questions
Q: Is sales tax included in the price?
A: Yes, sales tax is already included in the displayed price where applicable. No additional tax will be added at checkout.
Q: What currency do you use?
A: All prices and transactions are in United States Dollars (USD).
Q: Do you charge any hidden fees?
A: No, the price you see at checkout is the final price you pay. There are no hidden fees, service charges, or surprise costs.
Q: What if my payment is declined?
A: If your payment is declined, please check that your billing information matches your card’s registered address. You may also contact your bank for authorization. If issues persist, try using a different payment method.
Privacy & Security Questions
Q: How do you protect my personal information?
A: We use SSL encryption, secure servers, and strict access controls to protect your personal and payment information. We do not sell or share your information with third parties for marketing purposes.
Q: Do you share my information with other companies?
A: We do not sell, trade, or rent your personal information to third parties. We may share information only with trusted service providers who assist with order fulfillment, payment processing, and shipping.
Holiday & Peak Season Questions
Q: Are there any delivery delays during holidays?
A: Yes, during peak seasons and major holidays (such as Thanksgiving, Christmas, New Year, etc.), carriers may experience higher volumes, which can result in delivery delays. We recommend placing orders early during these periods.
Q: Are you open on holidays?
A: No, we are closed on all major U.S. holidays. Orders placed on holidays will be processed the next business day.