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Found a product on the internet that you don't have. Can you supply it in the future?
Got a specific question about a product. Can you answer it?
Can you sell quantities bigger than those shown in your leads?
I urgently need my product in 48hrs. can you do sthg about it?
My parcel got stolen and I want a refund.
I want to import big volumes of your products, can you sell in bulk?
Orders unpaid by PayPal standard/express and PayPal invoices
What type of Money Orders, Money transfers do you accept?
What does Shipping include?
How long do orders take to be processed?
What packaging do you use for shipping?
I am not happy with the price and/or the shipping charges
My parcel is taking too long
I am not happy with the quality/flavour/taste/smell of the product
Have to make a modification/change to my order. Can I do it?
How long do you take to answer emails/inquiries by email?
I made an order but I have not paid for it. Will you send it anyway?
You mention business days a lot. What do you mean by that?
My parcel has been opened/the packaging has been torn apart
Spam, Insults and Inappropriate messages
Recipient's information(s) provided in eCRATER order has/have a typo/error/discrepancy
My parcel weighs less than 4.4 lb and I want a tracking number but I don't want to pay for it.
I made a mistake with my address. What happens next?
I want to include a tracking number to my order below 4.4 lb
Requests left on Notes
Refunds for excepcional cases
I did not get any messages to confirm the shipment
Can you explain the Exports Category?
Can you send me the tracking information by SMS?
I would like to speak with you on the phone
I did not receive my order. I want a refund.
What type of Money Orders do you accept?


Found a product on the internet that you don't have. Can you supply it in the future?
Give us the name of the product and a picture of it. We will do our research and give you a quote if we are able to supply it.

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Got a specific question about a product. Can you answer it?
Send us a message. You can use the contact us feature in our website or the following email addresses: nativo.ecrater@gmail.com; team@nativoproducts.com We speak english, french, spanish and portuguese.

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Can you sell quantities bigger than those shown in your leads?
If you mean quantities bigger than 2 kilos: Yes we can. Nevertheless, we advise you to get in contact with us in order to give you a proper quotation. We have 2 options: an economic one and a courier one. This options run for orders up to 25 kilos. Be aware that the terms of payment do change when you require bigger quantities. On the other hand, we can also offer even bigger orders (ej. 1 ton of grains). Get in contact with us to give you a proper quotation.

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I urgently need my product in 48hrs. can you do sthg about it?
In emergencies, we do utilize a courier service that delivers goods from 48hrs to 72hrs to the US and Canada. If you require a service as such, we advise you to get in contact with us BEFORE you place your order so then we can tell you what the extra fee is going to be. Only then, we can proceed with the urgent shipment.

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My parcel got stolen and I want a refund.
Liability on delivery IS NOT responsibility of nativo.ecrater.com. Product and shipping costs ARE NOT refundable. We suggest you contact your local postal services provider and your local authorities to report the stolen goods.

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I want to import big volumes of your products, can you sell in bulk?
Orders that consist on 24 units and above are considered bulk orders. Send us a message before you place a bulk order to give you information on available freight rates. Also, please state HOW URGENT YOUR ORDER IS. We need this information to find you the best available rates. .

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Orders unpaid by PayPal standard/express and PayPal invoices
Should you have chosen PayPal standard/express to pay for your purchase and not completed the payment, your order will automatically be canceled and deleted. Should you continue to make purchases without paying for them, you will be blocked from using the website and you will be reported to eCRATER Team. Should you have chosen PayPal invoices to pay for your purchase and not completed the payment within 5 business days, your order will automatically be canceled and deleted.

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What type of Money Orders, Money transfers do you accept?
We accept electronic money orders such as WU and moneygram for products under the Exports Category. Make sure you contact us before you place your order to allow the option of money orders. Also make sure we get the exact purchase amount.

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What does Shipping include?
Shipping rates include shipping AND handling AND packaging materials. Handling & Packaging varies between 2~10 USD depending on the volume, the nature of the product and the risk of commuting while respecting COVID 19 measures. Handling & packaging guarantees the promptness of the order's processing and the safety of the product. The shipping service we provide is International Air. Shipping is calculated by WEIGHT; Tracking is included in all orders to the US starting July 10th 2020; Tracking is included in orders to the UK, AU and the rest of the world above 2 kg (4.4lb) NT WT* Express service is only included in orders to the US above 2 kg (4.4lb) NT WT*. Exceptions may apply. *NT WT means weight without packaging materials.

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How long do orders take to be processed?
Orders placed and successfully paid after 14:00 hrs Eastern Time, weekend or Bank Holiday will be shipped within 96 hrs* (4 business days) AFTER RECEPTION of payment.

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What packaging do you use for shipping?
We mainly use Kraft Paper, Carton Boxes and Recycled Paper Strips. We want to keep it eco-friendly. We are against the over usage of plastics and Styrofoam.

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I am not happy with the price and/or the shipping charges
Should you not be happy with the price and/or the shipping charges, AVOID completing your order. Should you have completed your order anyway and left a note or sent us an email stating that you are not happy with the charges, you will be contacted in the following 5 business days to confirm you want the product. If we do not receive any confirmation in the following 5 business days, a refund will be issued on the 5th business day to ensure customer's contentment.

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My parcel is taking too long
Should you wonder when to expect the parcel. Well, parcels can take as short as 7 business days and as long as 30 business days. Delivery time really depends on two factors: Post Office schedules and flight availability to final destination. Other factors may increase the average time stated above. Example: Covid 19 measures taken in North America. International postage is not the same as Local postage. Do not expect parcels from a different country to have the same delivery time as those that come from your own country. Furthermore, delivery dates go beyond our scope. Liability on delivery dates are the SOLE responsibility of Postes Canada and USPS/Royal Mail, Auspost/Your local postal services. Liability on delivery IS NOT responsibility of nativo.ecrater.com. Product and shipping costs ARE NOT refundable if the delivery is delayed.

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I am not happy with the quality/flavour/taste/smell of the product
All products are kept in a cool dry environment unopened and completely sealed. Furthermore, they are well packaged to endure international travel. Should the quality of the product not be the one you expect in regards to flavour, taste, smell, colour then it is a question of manufacturing. We are not manufacturers. We are distributors. We will forward this issue to our importer/supplier and we will offer you a discount for a future order upon proof of quality issue (pictures, videos) as a good will gesture. Returns and Refunds ARE NOT accepted.

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Have to make a modification/change to my order. Can I do it?
Once you receive our confirmation email, it is not possible to modify or change your order.

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How long do you take to answer emails/inquiries by email?
We often take 24-72 business hours to reply to emails (Monday to Friday, 8:00 - 23:59 ET hrs). Our responses will ONLY be sent from nativo.ecrater@gmail.com and/or team@nativoproducts.com Please avoid sending messages with discriminatory/threatening/extortion material. If you do so, you will be blocked from using our website indefinitely and be reported to eCRATER. Any repeated attempt to send inappropriate messages to our inbox will be treated as criminal harassment and reported to the police.

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I made an order but I have not paid for it. Will you send it anyway?
We will not process unpaid orders until they are fully paid. If you continue to order without paying for your items and expect us to process them anyway, you will be blocked from using our website indefinitely and be reported to eCRATER.

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You mention business days a lot. What do you mean by that?
We mention business days when we explain our processing times and those of Canada Post, USPS, Royal Mail and other Postal Services companies around the world. A business day is considered every official work day of the week; another common term is working day. These are the days between and including Monday through Friday, and do not include public holidays and weekends in North America.

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My parcel has been opened/the packaging has been torn apart
Should the parcel show signs of vandalism then it is obvious that either CUSTOMS or someone else tried to look through your mail. You may have a record of importing illegal products by mail or buying items from banned countries and CUSTOMS in your country may have your name in their red list. That is a very good reason for them to check on your imports/parcels and may explain why your parcel has been opened. On the other hand, it could also be that someone went through your mail. If that is the case, you should check with your local authorities. Parcels are subject to customs inspections at port of entry and nativo.ecrater.com CANNOT be held responsible for damaged articles or seizures by your country’s officials. Our liability ends when we deliver the parcel to the postal services. On this matter, refunds ARE NOT accepted.

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Spam, Insults and Inappropriate messages
Please avoid sending messages with discriminatory/threatening/extortion/spam material to our inbox. If you do so, you will be blocked from using our website indefinitely and be reported to eCRATER. Any repeated attempt to send inappropriate and disturbing messages to our inbox will be treated as criminal harassment and be reported to the police.

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Recipient's information(s) provided in eCRATER order has/have a typo/error/discrepancy
Should the recipient's address or name have a typo/error/discrepancy, we will contact the customer 3~5 times within the next 5 business days to confirm and/or correct the information provided by eCRATER. Should the customer not reply to our messages, we will send the item to the address given in the eCRATER order after the 5th business day.

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My parcel weighs less than 4.4 lb and I want a tracking number but I don't want to pay for it.
Tracking numbers are included in all orders to the US starting July 11th 2020. Should you not live in the US and your order weigh less than 4.4lb, you will have to pay extra for the tracking number. Canada Post is different from Royal Mail, AUSPOST and other international mail providers. You cannot assume all postal providers have the same prices nor products. Furthermore, International shipping is different from your local shipping. Information about the service provided and its conditions can be found in the home page, FAQ page and our Terms and Conditions page. When you use our website, YOU ARE subject to our Terms and Conditions.

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I made a mistake with my address. What happens next?
If the shipment is refused or ignored by the customer, local postal services will make contact again within the next 10 days or more in order to arrange another delivery date. Failing this, the item will be returned to our address. Should the address provided by the customer be incorrect, the item will be returned to our address. Should the customer require the item again, the customer will pay for all further costs incurred. In all cases of wrong address, product and shipping costs ARE NOT refundable. We always suggest customers to check their local post office address database to confirm their current address. This is the best way to avoid returns by address discrepancies.

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I want to include a tracking number to my order below 4.4 lb
As of Jan 7th 2024, all orders include tracking information, which is forwarded to customers within 4 business days AFTER RECEPTION of payment.

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Requests left on Notes
Should you leave a request about a specific product on the notes of your order, you will be contacted in the following 5 business days or more to treat your request. If we do not receive any answer in the following 5 business days or more, the order will be shipped and the request left on the notes and the specials/promotions/discounts associated to it WILL BE CANCELED.

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Refunds for excepcional cases
Product and shipping costs ARE NOT refundable. However, exceptional cases may arise where a partial/full refund might be required. Should a refund be accepted from our part, confirmation of both 1) amount 2) recipient email address ARE required. The customer is responsible for providing these two pieces of information. Ignoring these steps will result in CANCELLATION of the refund.

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I did not get any messages to confirm the shipment
We advise customers to keep an eye on the validity of their email addresses and their inbox capacity since messages bounce back when the recipient cannot be found and the inbox is full, respectively. We suggest customers to check their SPAM folders, as well. Should your inbox be full, delete a couple of messages because you are getting too much mail and our message will not get delivered to you.

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Can you explain the Exports Category?
The Exports Category/Bulk Orders are comprised by products that have to be sent following a different shipping process. We have a small warehouse in Peru where we keep stock for dried fruits and nuts. We basically sell these products in quantities starting from 20kg up to 1 FCL 20'. Processing time takes from 3 business days to 7 business days. Upon completion of shipment, the customer gets a confirmation and a B/L to track the order.

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Can you send me the tracking information by SMS?
We ONLY use email messaging to forward tracking information. We DO NOT use text messaging to forward tracking information. However, you can sign up for SMS tracking alerts on your local postal service website.

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I would like to speak with you on the phone
We only answer emails. Please try the contact us feature or nativo.ecrater@gmail.com or team@nativoproducts.com

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I did not receive my order. I want a refund.
As per our Terms and Condtions: Liability on delivery IS NOT responsibility of nativo.ecrater.com PLEASE READ our Terms and Conditions before using our website. Product and shipping costs ARE NOT refundable. Moreover, as of Jan 7th 2024, all orders include tracking information, which is forwarded to customers within 4 business days AFTER RECEPTION of payment. Tracking information guarantees orders' traceability and therefore it is considered as proof of delivery unless stated otherwise in the tracking record. Should you have not received your order while having the tracking code show the order as delivered, we suggest you to immediately contact your local postal services. Your local postal services is responsible for the delivery of your parcel. Delivery of your parcel in destiny goes beyond our scope.

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What type of Money Orders do you accept?
We accept electronic money orders such as WU and moneygram for products under the Exports Category. Make sure you contact us before you place your order to allow the option of money orders. Also make sure we get the exact purchase amount.

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Last Updated: 24 Jul 2024 16:57:59 PDT home  |  about  |  terms  |  contact
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