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FREQUENTLY ASKED QUESTIONS
Products
All available product and experience categories are listed on MyLatinStore. Currently, all products selling on MyLatinStore.com must be listed with price in Canadian or US Dollar. If you would like to request a specific category not listed above please email marketing@mylatinstore.com
Please see the list of prohibited items and activities here
Sales tax
MyLatinStore Vendors are responsible to set up how the tax is collected on their orders.
Depending on the customer’s shipping address and which province or territory the order is shipped to, MyLatinStore will collect GST, PST/QST or HST according to laws and regulations from relevant Federal or/and Provincial tax authorities.
- For Canada based seller who operates business and order fulfillment center within Canada, MyLatinStore will collect GST, PST/QST, or HST based on the registration numbers provided in Vendor Portal for customer orders placed on MyLatinStore website depending on which province or territory the order is shipped to. MyLatinStore will then remit all taxes collected from customer orders to the Vendor according to MyLAtinStore payment terms and the vendor will be responsible to remit all taxes to appropriate tax authorities.
For Non-Canada based vendors who operate order fulfillment centers within Canada, the vendor is required to provide Federal and Province Registration Numbers in the vendor Portal and follow the same sales tax collection and remittance guidelines as the vendor who operates business and order fulfillment center within Canada stated above.
For Non-Canada based vendors who operate both business and order fulfillment centers outside of Canada, MyLatinStore will not collect GST, PST/QST, or HST for customer orders placed on MyLatinStore if Federal and Province Registration Numbers are not provided in the vendor Portal.
Please advise the customer to contact our support team by emailing sales@mylatinstore.com . We will be glad to address all questions and concerns.
Seller Account Settings
Your vendor account may be inactive because it was recently created. As part of our regular procedure, we ask vendors to begin the process by uploading products or experiences under their Vendor Portal. Once a few products or experiences have been uploaded, we will review your listings and help correct any potential mishaps in the process.
This regular procedure has effectively helped many vendors start off on the right foot and helps produce more sales. Once you have created your items, they will appear as inactive until your vendor account has been activated. We will verify your items and then activate your account so that you can begin selling in our Marketplace platform.
If you have any questions, you may contact our support team at support@mylatinstore.com
You will receive orders in the Vendor PortaI. In addition to checking for them throughout the day, the administrator for your account can set up email notifications in the Vendor Portal.
You can select the carriers, shipping price and shipping method when you set up your vendor profile in the Vendor Portal. We have different shipping methods available. Orders must be shipped in non-branded packaging, and with the printed label from MyLatinStore where we will have our logo and your logo with a thanks message for the buyer.
Refunds and Returns
If a buyer would like to return any factory-sealed merchandise after receiving it, for any reason, the buyer would simply contact the vendor and MyLatinStore within 72 hours of receipt. Once the vendor gives the buyer and MyLatinStore approval for the return, the buyer would return the merchandise in the same condition it was sent. The vendor will refund the purchase price to MyLatinStore, less the shipping charges within 7 calendar days. And MyLatinStore will refund the purchase price to the buyer within 7 calendar days. If the return is being made due to a mistake on the vendor’s part, the vendor is responsible for sending the buyer a pre-paid, trackable parcel to return the merchandise.
However, if an item was sent to the buyer sealed (for example, a sealed pasta sauce) and the buyer opened the item, that item cannot be returned. There are no exceptions to this policy.
If the item is lost in transit then, unless proven otherwise, the vendor should assume the contract is terminated and provide a refund or deliver the same item.
The buyer must inform the vendor and MyLatinStore if the buyer wishes to cancel the order. Cancellations can only happen before the shipping of the products. If the vendor agrees to the cancellation, the buyer must provide a full refund of the cost of the item and any shipping charges within 7 calendar days to MyLatinStore. Then, MyLatinStore will refund the buyer within 7 calendar days.
If the vendor believes any payment or invoice from MyLatinStore is incorrect, the vendor must contact MyLatinStore in writing within 30 days of payment or invoice date, respectively, setting forth the nature and amount of the requested correction directed to sales@mylatinstore.com . Otherwise, all amounts paid or owed are final. MyLatinStore reserves the right to recover any amounts overpaid to You.
MyLatinStore Pricing Policy
Vendors are responsible for setting their own prices on MyLatinStore.
MyLatinStore regularly monitors the prices of items on our marketplaces, including shipping costs, and compares them with other prices available to our customers. If we see abusing pricing practices on a marketplace offer, MyLatinStore can remove the offer, suspend the ship option, or, suspending or terminating selling privileges.
Abusing pricing practices include, but are not limited to:
- Setting a price on a product or experience that is significantly different than recent prices offered on or off MyLatinStore; or
- Selling multiple units of a product for more per unit than that of a single unit of the same product.
For all other questions, please contact us at sales@mylatinstore.com for assistance.
FAQs about Orders and Deliveries and the COVID-19 virus
Mylatinstore's operations continue but delivery times may be longer than usual.
Yes, however, delivery times may be longer than usual. You can find updated delivery times on the product detail page for each item, and in checkout. Do not use delivery addresses for buildings that may be closed due to the current provisions (e.g. schools).
You can track your order and deliveries on Mylatinstore.com. You can change the delivery address for an order until it ships. Once your order has shipped, you can find tracking information in your order details. If an order includes multiple items, each may have separate delivery dates and tracking information. You can also sign up to receive notification about your order.
Yes. We are still processing returns. To start a return and learn more about returns, send visit our website or send us an email at claims@mylatinstore.com
For guidance on Coronavirus, please refer to the World Health Organization website.
Yes. Mylatinstore’s delivery partners have been advised to reduce contact with customers by placing packages at the customer’s doorstep and stepping back. If an ID check is required, these are now performed at a distance.
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