Shipping policy

Shipping Policy

593 Origins

Last updated: August 2026

1. Scope of Our Shipping

593 Origins ships:

  • Within the continental and insular territory of Ecuador.

  • To countries in North America, Central America, South America, and the Caribbean enabled by our international logistics operator.

The final availability of the service will be shown during the checkout process. If a country, territory, or postal code is not available, the customer may write to hello@593origins.com to inquire about alternatives.

2. Logistics Operators

Domestic orders will be shipped primarily via Servientrega Ecuador.

International orders will be shipped via DHL Express.

We may use an alternative operator when necessary due to coverage, destination conditions, the nature of the product, or operational circumstances. Servientrega offers domestic coverage, tracking, and specific solutions for e-commerce.

3. Order Preparation

Orders will be prepared once payment has been approved.

The usual preparation time will be 1 to 3 business days. Made-to-order, customized, or special-condition products may require an additional timeframe, which will be indicated on the product page or after receiving the order.

The total delivery time comprises both preparation by Origins and the carrier's transit time.

4. Estimated Delivery Times

Ecuador

Orders shipped via Servientrega will have an estimated delivery timeframe of 2 to 5 business days, depending on the city, coverage, and destination conditions.

Shipments to the Galápagos Islands, rural areas, or special coverage locations may require more time.

International Shipments

Orders shipped via DHL Express will have a referential timeframe of 3 to 10 business days after dispatch, depending on the country, city, coverage, customs inspections, and logistical circumstances.

These timeframes are estimated and do not constitute a guaranteed delivery date.

5. Shipping Cost

The corresponding cost will be displayed before confirming the purchase and may vary according to:

  • destination;

  • actual or volumetric weight;

  • package dimensions;

  • product type;

  • available logistics service.

The customer can review the total order value before making the payment.

6. Customs, Taxes, and International Charges

593 Origins pays for the contracted international transport from Ecuador to the destination indicated in the order.

However, the product price and shipping cost do not include import taxes, tariffs, customs fees, handling fees, storage, disbursement charges, or other fees that may be demanded by authorities or the carrier in the receiving country.

These values will be determined at destination and must be paid by the buyer or recipient prior to the release or delivery of the order. DHL notes that when a shipment is not configured with duties paid by the shipper (DDP), these charges are normally the recipient's responsibility.

The rejection, abandonment, or non-payment of such charges does not automatically make the order eligible for a refund. If the package is returned to Ecuador, return shipping costs, customs fees, storage, and other expenses actually incurred may be deducted from the refund, without prejudice to non-waivable consumer rights.

7. Tracking

Once the order is dispatched, we will send the following to the registered email:

  • dispatch confirmation;

  • carrier company;

  • tracking number;

  • tracking link, when available.

8. Recipient Address and Data

The customer must enter a complete and correct address, including:

  • recipient's name;

  • street and number;

  • city, province, or state;

  • postal code;

  • country;

  • contact phone number;

  • tax or personal identification when required by customs.

Costs and delays resulting from erroneous, incomplete, or outdated information shall be the customer's responsibility.

9. Delivery Attempts and Unreceived Orders

The recipient must be available to receive the package and promptly address any communication from the carrier or customs authorities.

If the order cannot be delivered due to repeated absence, incorrect address, refusal of receipt, or failure to meet customs requirements, additional storage, return, or reshipment expenses may be charged to the customer.

10. Delays

593 Origins does not control the internal processes of carriers or customs authorities.

Delays may occur related to:

  • customs inspections and procedures;

  • high-demand seasons;

  • weather conditions;

  • closures, strikes, or interruptions;

  • transportation restrictions;

  • force majeure;

  • lack of recipient documentation.

In such cases, we will accompany the customer and make reasonable efforts with the corresponding operator.

11. Damaged, Incomplete, or Lost Packages

If the package shows visible damage, the customer must, whenever possible:

  • record the issue at the time of delivery;

  • keep the packaging, tags, and waybill;

  • take photographs of the exterior, interior, and affected products;

  • contact hello@593origins.com within five calendar days of receipt.

Packaging must not be discarded until the review is complete.

In the event of loss or unusual lack of movement, 593 Origins will open the corresponding investigation with Servientrega or DHL. Replacement or refund will be processed once the case is reviewed and in accordance with applicable coverage or liability.

12. Restrictions

Some products may be subject to logistical or customs limitations depending on the destination. If it is not possible to ship an item after purchase confirmation, we will inform the customer and offer an alternative or the corresponding refund.

13. Contact

  • 593 Origins — NEOTROPICAECUADOR S.A.S.

  • Email: hello@593origins.com

  • Phone: +593 96 133 7885