Common questions
1.1. What is the product delivery time?
Our products are imported, and the delivery time is up to 25 (twenty-five working days). If the product is taxed by Customs, due to new Brazilian tax policies, the period in which it is held for tax analysis is not included in the 25 working days, as the situation is beyond the Canan Network's jurisdiction. The taxation process is generally quick. Regarding taxation, see answer 1.17 below. Until the customer sends the fee invoice, the delivery deadline is suspended. If the product is not delivered after 60 (sixty) business days of purchase, the customer is refunded 100% of the amount paid for the merchandise. Other information can be accessed in our Shipping Policies and Delivery Times tab.
1.2. Can I track my purchase?
Yes. The most up-to-date information about your purchase and delivery status is available in "my orders". In addition, you will be notified of the progress of your order via your registered email address.
1.3. Which company is responsible for delivering my purchase?
Deliveries are made by selected companies and contracted exclusively by Rede Canan.
1.4. Can I add another product to the purchase I made?
No. After completion, the purchase cannot be changed. To purchase another product, you must start a new purchase.
1.5. I did not receive all the items from my purchase. What do I do?
Contact our SAC Rede Canan by email contato@redecanan.com
1.6. Can I make a purchase on the website with CNPJ?
We are not currently working on this option. Only individuals can register on the website and make purchases. The acquisition of products through CNPJ is in our future services.
1.7. How do I confirm the availability of a product in stock?
On the website, if the shopping cart is visible when completing the order, it means that the product is in stock.
1.8. Do you have a physical store?
At the time no. However, we are working to have a physical Canan Network store in the future.
1.9. Can anyone receive the product I purchased?
Yes. Anyone can receive your product.
1.10. Is there a minimum order value?
No. The purchase can be made for any amount.
1.11. Does Rede Canan do partial delivery?
No. Deliveries will be made per purchase made on the website, always including the total number of products purchased in the respective purchase on the website.
1.12. Can I change the delivery address?
Yes, but only before completing the purchase on the website. Once completed, the purchase can no longer be changed. In sporadic cases, please contact us via email contato@redecanan.com for more information.
1.13. How is shipping calculated for my order?
The shipping cost is calculated automatically, based on the products selected and the customer's delivery zip code. Information on the shipping cost already calculated for a specific address and specific products will appear to the customer when completing the purchase on the website.
1.14. Can I send part of the purchase to one address and another part to another?
No. All products purchased in a given purchase will be delivered together, to the same address. To send products to two different addresses, you will need to make two different purchases, at different times.
1.15. Can I include or exclude products that are in the shopping cart?
Yes, but only before completing the purchase on the website. To include a product, simply click on "more", and to delete, click on the trash.
1.16. Can I resume a shopping cart?
Yes, as long as the products indicated are still available in stock. This way, it will be possible to retrieve the shopping cart and complete the purchase.
1.17. What happens if my product is taxed during the inspection process, when it arrives in Brazil?
Your product will eventually be taxed when passing through Brazilian Customs. In these cases, Rede Canan will bear the costs of up to 10% (ten percent) of taxation on the total amount paid for the product. The rate is unlikely to exceed this value. If the value is greater than 10% of the total amount paid for the product, Rede Canan contacts the customer to resolve the impasse together. As mentioned, the rate is generally below 10% (to date, it has never been higher), and, after payment by Rede Canan, the product is immediately released by Inspection, and goes definitively to the address indicated by the customer in the time of purchase. Regarding the taxation procedure: after arriving in Brazil, the product is inspected by the competent authorities. On the Correios website, if the product is taxed, information will appear that the tax must be paid to release the product. At this time, Rede Canan will notify the customer. The customer will be instructed to access the Correios website to generate the payment slip (only the customer will be able to obtain the information, as the product will be in their name). The customer then sends the invoice to Rede Canan, which collects the fee, releasing the product for shipping to the customer's home. Other questions regarding this can be clarified by contacting Rede Canan, via WhatsApp or email.
2. PAYMENTS
2.1. What payment methods are available?
Currently, the website accepts payment via bank slip, PIX, credit and debit cards issued in Brazil under Mastercard®, Visa® and American Express®, and through Mercado Pago.
2.2. What is the procedure if there is a double payment?
You can contact SAC Rede Canan by email contato@redecanan.com. In this contact, you can request the cancellation of the duplicate payment. After analysis, Rede Canan will request the card operator, if applicable, to make a refund.
2.3. What if my payment is not approved?
If your payment is not approved, you will be notified within 48 hours, and then you must enter another payment method. Otherwise, the purchase on the website will be cancelled.
2.4. What is the purchase approval deadline?
The purchase approval period is up to 48 hours.
2.5. Can I change the card after completing the purchase?
No. Once you select the type of card on which the payment will be made and complete the purchase, it will not be possible to change it later.
2.6. What are the payment methods?
All purchases made by credit card can be paid in up to 12 (twelve) installments.
2.7. How do I request a duplicate of the DANFE (Electronic Invoice Auxiliary Document)?
To request a duplicate of DANFE, simply contact us via email contato@redecanan.com
2.8. How do I request a duplicate of the Invoice?
To request a duplicate of the Invoice, simply contact us via email contato@redecanan.com
2.9. Can I use my card issued abroad?
No. We only accept credit cards issued in Brazil.
2.10. What are the deadlines for refunds?
Rede Canan will request a refund from the card administrator within a period not exceeding 72 (seventy-two) hours. However, you will have to wait for the refund on the invoice. The refund may occur on up to two invoices, in accordance with the credit card administrator's cancellation policy.
3. PRODUCTS
3.1. Is it possible to order a product that is not on sale?
It is not possible to order a product that is not on sale.
3.2. Does the Rede Canan website offer flash offers?
Yes. You can view promotional items following our Terms and Conditions of Use. But rest assured, the products on sale will always be advertised prominently on our website, accompanied by the expiration date and conditions. Furthermore, promotions will always be sent via email to all registered users to receive all product information. Keep an eye out for offers available on the website outside of business hours and register your email to receive notifications.
4. CANCELLATIONS, EXCHANGES AND RETURNS
4.1. How to exchange an e-Commerce product?
To exchange a product purchased on the website, contact us via email contato@redecanan.com. For more information, access our Exchanges and Returns Policy.
4.2. Can I exchange the product via Telesales?
No. Canan Network does not have a Telesales system.
4.3. What if the product I need to exchange is no longer in stock?
If the product you need to exchange is no longer in stock, we will cancel the purchase and refund the payment, in accordance with our Exchanges and Returns Policy.
4.4. How to return a product? How to return a defective product? How do I return a product due to regret or withdrawal?
To return a product, simply contact us via email contato@redecanan.com to obtain a postage code so that you can deliver the product to a Post Office. If you have any questions, please contact us via email contato@redecanan.com. The procedure will be the same for returning defective products and for returning the product due to regret or withdrawal (in these cases, the period will be a maximum of 7 (seven) days). For more information, see our Exchanges and Returns Policy.
4.5. What are the rules for returns by post?
Initially, you must contact us via email contato@redecanan.com and inform the reasons for the return. For more information, see our Exchanges and Returns Policy.
4.6. How do I cancel my purchase?
If you want to cancel your purchase, you can contact us via email contato@redecanan.com and request cancellation. Then, our attendants will
Reimbursement will be made by requesting a refund of the amount charged to the credit card administrator.
4.8. In what situations can my order be cancelled?
The order is generally canceled when the credit is not released by the card administrator. If you have any questions, please contact us and they will advise on the procedure for canceling the purchase made.
4.7. How are amounts for canceled orders refunded?
Reimbursement will be made by requesting a refund of the amount charged to the credit card administrator.
4.8. In what situations can my order be cancelled?
The order is generally canceled when the credit is not released by the card administrator. If you have any questions, please contact us via email contato@redecanan.com
5. CUSTOMER REGISTRATION
5.1. How to create an Access Account?
You can register by clicking here and filling out the Customer registration form. Creating an Access Account will facilitate your navigation on the website, allowing you, for example, to create wish lists and simplifying the purchasing process.
5.2. How do I receive offers from Rede Canan?
You can create an Access Account. Thus, you will receive offers for our products via registered email.