SHIPPING AND DELIVERY POLICY

For security reasons, the merchandise will only be delivered to the cardholder, who at the time of delivery must present an identity document, proof of order to validate the buyer's data; or the document of the authorized person as established in the authorized delivery policy described below.

For security reasons, the merchandise will only be delivered to the credit card holder, who must present an identity document and proof of the order, to validate the buyer's data; or the document of the authorized person.

In the event that the cardholder or the credit card holder cannot receive the requested products at their residence or assigned delivery location, the cardholder must send the following information in advance to the email servicio.cliente@bonage.com:

• Authorization email with the general details of the cardholder and the general details of the authorized person, with the order details (number).
• Legible copy or photo of the authorized person's DPI or identification.
• Order number and date.

BONAGE delivers anywhere in the national territory of Guatemala, using national dispatch companies.

It is the User's responsibility to provide correct and complete information about the recipient to ensure delivery. Any error will be the customer's responsibility.

In the event that the delivery area is not included within the available routes, the User will be contacted to pick up the product at a branch or cancel the transaction.

The User must verify that all contact and delivery information is correct:

• If the address is incorrect, the package will be returned and a new shipping fee will be charged to reschedule delivery.
• If you request a change of address after a failed delivery attempt, it will be charged as a new service.
• Couriers are contacting Users by phone during their route, either to confirm the address, request additional information, or to inform them of the estimated delivery time.
• If a change of address is requested after a second delivery attempt, the service will be charged as a new delivery.

Free Delivery:

• Conditions: Available for purchases equal to or greater than Q770.00.
• Delivery Time: 5 to 7 business days after confirming the purchase.
• Cost: No additional cost.

Standard Delivery - Departments

• Conditions: For purchases under Q770.00.
• Delivery Time: 5 to 7 business days after confirming the purchase.
• Cost: Q55.00.

Standard Delivery - Capital:

• Conditions: For purchases under Q770.00.
• Delivery Time: 2 to 4 business days after confirming the purchase.
• Cost: Q45.00.

• Delivery time begins once payment is confirmed, always bearing in mind that operations begin to be validated on the next business day after the purchase is made.
• Operations are processed from Monday to Friday, excluding holidays, Saturdays, and Sundays.
• The User accepts that times may vary depending on specific conditions. In case of delays, the User will be notified.

Deliveries are made during business hours:

• Monday to Friday: 8:00 am to 5:00 pm.
• Saturdays: 8:00 am to 12:00 pm.
• The customer accepts that if their purchase order was registered outside of purchase reception hours, their order will be confirmed during the next business hour after their purchase. However, they must wait for the order to be processed internally.
• Purchase orders placed through the website on Saturdays and Sundays will be processed on the next business day.
• Purchase orders placed through the website on holidays will be processed on the next business day.

It is an essential condition that, at the time of receiving the order, any incident regarding its condition be indicated to the carrier or courier, and that service.cliente@bonage.com be immediately informed, within a maximum period of 24 hours after receiving the package.

In cases where no notification is given within the aforementioned period, the order will be understood as accepted in all its conditions, and BONAGE will not be held responsible for damages.

In the event that the courier delivers your order and no one is home to receive it, you may reschedule the delivery; however, a new shipping fee must be paid via deposit or bank transfer. For more information, please contact servicio.cliente@bonage.com.

• If, after confirming the address with the courier, the User cannot receive it for any reason, the User will be contacted to reschedule the delivery.
• The maximum waiting time for the courier to deliver the purchase at the designated point is 10 minutes. After this period, the courier will leave, and the delivery will be rescheduled, with an additional fee of Q55.04, which must be paid by the User.
• In case the phone number is incorrect or the user does not answer, the package will not be delivered on the expected day. In these cases, an additional Q30.00 will be charged for the second delivery attempt.

The User will receive information about their order's route via email at servicio.cliente@bonage.com, or from the Bonage customer service channel.

Deliveries are only made within Guatemala, and the right is reserved not to deliver to areas within the country, depending on the availability and disposition of the courier service.

The company reserves the right to decline a delivery if it is to remote and/or difficult-to-access locations. Should this occur, the User will be contacted to arrange delivery to a different location than the one indicated. We ask the User to consider these factors when entering the address to avoid delays.

In difficult-to-access areas or rural zones, delivery times may vary. We will contact you if there is any restriction or delay related to your delivery address.

There are routes considered high-risk (red zones) in Guatemala City for our messaging service, in which we reserve the right to make deliveries if the contracted logistics company has difficulties completing the service in the areas detailed below:

• Zone 1: From 14th to 20th Avenue between 17th and 22nd Street (La Limonada)
• Zone 3: El Gallito, La Ruedita, Colonia Trinidad, Buena Vista, Santa Isabel. From 9th to 12th Street, it covers up to 2nd Avenue of Zone 3. From 13th to 17th Street, it covers up to 4th Avenue of Zone 3
• Zone 5: La Limonada
• Zone 6: Arimany, Santa Faz, La Reinita, San Juan de Dios, El Carmen, El Quintanal, San Judas Tadeo, Paraíso Zone 6, Aldea el Jocote.
• Zone 7: La Bethania, Banvi I and II, El Amparo, El Granizo I, II, and III, Mario Martínez, 4 de Febrero, Sakerty I and II, El Incienso, Niño Dormido, La Verbena, Colonia 6 de Octubre, Tecun Umán I and II, Shell, San Lorenzo, Madre Dormida, El Cerrito.
• Zone 8: Avenida el Ferrocarril.
• Zone 12: El Esfuerzo, Letrán, El Tamarindo, Annexes I II and III, Loma Real, Villa Lobos I and II, El Búcaro, Mezquital, La Esperanza, El Éxodo, El Esfuerzo.
• Zone 13: La Isla Santa Fe (30th Street), Plaza de Toros, Colonia Forestal.
• Zone 14: Cantón 21 (from 9th Street and 26th Avenue onwards), La Terronera (it is an alley from 14th Avenue and 10th Street onwards).
• Zone 17: Canalitos, El Jaguey, Los Ángeles, Santa Lucia los Ocotes.
• Zone 18: El Rosario, El Limón, Juan de Arco, Paraíso I II and III, Barrio Colombia, San Rafael I II and III, Colonia Holanda, San Judas Tadeo, Colonia Alameda I II and III and IV etc., Los Pinos, Santa Faz, El Chato I and II, Renacimiento, Santa Elena I and II, Ciudad Quetzal and surrounding neighborhoods are NOT fully covered.
• Zone 21: La Arenera, La Isla, Nuevo Amanecer, Loma Blanca, Los Barberos, Finca Rodríguez.
• Villa Nueva: Alioto, San Miguelito, Ulises Rojas, Ramírez, Santa Isabel I II and III, Ciudad del Sol, Mártires, San Gabriel Zone 4, San Luis Zone 4, Marianita, La Arada, Las Nubes, El Tabloncito, Proyectos, La Embaulada.
• Amatitlán: Panorama I and II, Agua de las Minas, María Matos, Llano de las Animas.
• Palín: La Ferrocarrilera, La Periquera.
• Villa Canales: El Tablón, Chichimecas.
• Boca del Monte: El Porvenir Zones 1, 2, and 3.
• San Cristóbal (Mixco): El Campanero, Peronia, Villas del Amanecer I and II, El Mirador.
• Mixco: Saturno, Satélite, Carretera Antigua de Mixco, El Aguacate, Tierra Nueva I and II, El Milagro, Carolingia, Brigada, Belén, San Ignacio Zone 7 de Mixco, La Esperanza, Sacoj, Zone 6 de Mixco is NOT covered (Excepting Las Brisas and Colonia San Francisco).
• Santa Catarina Pinula: Aldea el Carmen.
• San José Pinula: Las Anonas, Las Nubes, Concepción Pinula.

• Confirmation: After purchase, the User will receive a confirmation email.
• Times: Processing takes 2 to 3 business days before shipment.
• Notification: Tracking information will be sent upon dispatching the order.

Purchases on this website, where the User selects the Pickup / In-store pickup option, will be prepared for pickup at our physical BONAGE store located at: Naranjo Mall, second level, next to Muebles Fiesta. Guatemala City, Guatemala.

• The User will receive confirmation via email when the order is ready for pickup.
• The estimated time for order pickup will be 2 to 3 business days after payment verification.
• Orders can be picked up Monday through Sunday, during our branch's customer service hours.
• The customer must show their confirmation email to the store representative, who will show them the message: "Ready for Pickup".

BONAGE reserves the right to modify these shipping and delivery policies at any time. Any changes will be updated in this section of our website.

For any questions or additional assistance, do not hesitate to contact us at servicio.cliente@bonage.com.