How can I pay?
You can pay with most debit and credit cards. Payments are securely processed by PayPal over a secure SSL 256-bit encrypted communication, between your computer and the payment provider. No payment information is transmitted or stored on our servers. For large orders from certain countries, we may accept wire transfer. Please contact us.
Are your items fresh? When do they expire?
We can ensure that you get the freshest items because they are delivered from the producer directly to you, with no intermediaries or long freight times. Please note: like cakes from a patisserie, premium Havanna and Cachafaz alfajores contain no preservatives. They are best before 1 to 2 months after being shipped, depending on which variety you choose.
Do you offer returns or refunds?
Yes. Your satisfaction is guaranteed. If you are not satisfied with your order, please contact us detailing the situation and we will issue a partial or full refund accordingly.
How much does shipping cost?
FedEx Economy Saver shipping rates start as low as $7.99, and are free on orders over certain amounts. See shipping info. You can order from most countries. Other shipping options may be available depending on your shipping address. Please check availability during checkout.
When does my order arrive?
We ship as soon as possible, usually within 24 business hours of receiving your order. Your tracking code will be sent to you immediately after shipping. There may be additional delays due to current conditions.
Shipping usually takes 3 to 7 days to most main cities in America, Europe and Australia, depending on the option selected and your address. You can check the shipping time estimates to your address at the checkout page. Delays in transit may occur due to holidays or intermediate stops.
What happens if I'm not available to receive my order?
FedEx will leave a message at the delivery address and/or contact you by telephone to arrange another delivery attempt. In certain countries such as the US, packages can be held at a FedEx location to be picked up. By default, packages sent to the US and Canada are shipped with no direct signature requirements upon delivery. If you wish to request special services such as direct signature required, adult signature required, or to be held at a FedEx facility, please contact us beforehand.
What is paid for?
When you place an order on Pampa Direct, you are paying for the items you selected, shipping to your location and insurance. If applicable, local duties or taxes are unpaid. If in doubt, please contact us or contact your local FedEx representative. It is the buyer’s responsibility to make sure that any bought items are allowed to be sent to the intended country, as per local laws.
Do you offer wholesale discounts?
We may offer wholesale prices on some items. Please contact us so that we can help you.
I'm looking for something not listed. Can you get it for me?
We offer managed sourcing and brokerage services, from single custom mate gourds to hundreds of kilograms of premium dulce de leche. Please contact us with your requirements.
Best before dates
Please notice that most products follow the date format day/month/year which is customary in all Spanish-speaking countries.
What does my order status mean?
Awaiting fulfillment: your order is confirmed and sent to one of our fulfillment centers for processing.
Processing order: your order is being processed and packaged at one of our fulfillment centers.
Shipped: your order is completed and shipped with one or more of our shipping companies.
Partially shipped: one or more items in your order have shipped, while others are still being processed and will ship shortly.
Awaiting payment: transaction is awaiting settlement, usually when paying with check, e-check or wire.
Pending: transaction confirmation from our payment processor is pending. Confirmations may be delayed for fraud prevention measures.
Manual verification required: insufficient or ambiguous shipping information provided, telephone missing, or any other issues that prevent us from fulfilling and shipping your order automatically. We will contact you by e-mail, order message, or telephone if required.
I have not received any notification e-mails
We send automatic notification e-mails to your indicated address when your order is confirmed, awaiting fulfillment, processing order, and shipped. Please check your spam or updates folder for notification e-mails. Please check that your e-mail was entered correctly during checkout or signup. If you still have not received any notification or confirmation e-mail, please contact us.
How are meltable items handled during hot weather?
“Meltable” refers to edible heat-sensitive products, including chocolate and gummies. We take precautions to wrap and insulate items in order to protect them from heat and exposure to direct sunlight during transportation, however it ultimately depends on how packages are handled during transit by the courier. We guarantee your satisfaction. If any items are damaged or arrive melted, please let us know as soon as possible.