Frequently Asked Questions (FAQ)
We’ve gathered here the answers to our customers’ most common questions. If you can’t find what you’re looking for, our support team is ready to help.
Shipping and Delivery Times
What is the delivery time for my order?
The estimated time is 4 to 10 business days, combining preparation time (1 to 3 business days) and transit time (3 to 7 business days), starting from the beginning of order processing. This time may vary depending on the destination location.
Is shipping really free for all of the United States?
Yes. All purchases made on our website are entitled to free delivery, with no minimum purchase value and regardless of the number of items in the cart, to any address within United States territory.
How does the order processing cutoff time work?
Orders with payment confirmed by 2:00 PM (Brasília time) begin the separation process on the same business day. Purchases approved after this time, or on weekends and holidays, are processed on the next business day.
How can I track my order?
As soon as your order is dispatched, you receive an automatic email with the tracking code and tracking link. You can also check the status directly in the customer account area or on our tracking page. If you don’t receive the email within 24 hours after dispatch, contact us by email at contato@suplegold.com.
Do you deliver nationwide?
Yes, we ship to any address within United States territory, covering all states of the country.
What happens if I’m not home to receive my order?
If the product is returned due to the recipient’s absence at the time of delivery, we will contact you to arrange reshipment. If it’s necessary to charge for new shipping, the amount will be informed in advance, before any charge.
Payment
What payment methods do you accept?
We accept credit card (Visa, Mastercard, American Express, Elo, Diners Club, and Discover), bank slip (boleto), and PIX. Credit card purchases can be split into up to 12 installments.
Is payment secure?
Yes. All data traffic between your browser and our server is encrypted via SSL protocol. Additionally, Suple Gold does not store any sensitive card data (number, expiration date, or CVV) — this information is processed directly by the payment gateway, in a secure and isolated environment.
Can I split my purchase into installments? How many?
Yes, you can split it into up to 12 installments on your credit card. Installments carry interest, which varies according to the number of installments chosen — the amounts are shown at checkout.
Why is my payment still “under review”?
Orders showing signs of suspicious or unauthorized activity may undergo additional verification before approval, as a way to protect the cardholder against fraud. For higher-value purchases, an extra identity confirmation may also be requested. As soon as verification is complete, you will be informed of the order status.
Exchange, Return, and Refund
How do I request an exchange or return of a product?
Contact us by email at contato@suplegold.com or by phone at +55 16 97603-8346, providing the order number and reason for the request. We will send the reverse shipping label by email, at no cost, for you to download and print. Post the product at a Correios agency, in its original packaging and with all items included. After receipt and validation, you may choose an exchange or a full refund.
I received a defective product, what do I do?
Contact us by email at contato@suplegold.com or by phone at +55 16 97603-8346, providing the order number and sending photos or videos that clearly show the problem. After validation, you may choose an exchange for an equivalent product or a full refund, with no shipping cost.
How much time do I have to request a return?
You have up to 15 calendar days from the date of receipt of the order, in accordance with Art. 49 of the Consumer Protection Code. For returns without a defect (buyer’s remorse), the product must be in new condition, in its original packaging, and with all items included.
Who pays for return shipping?
Suple Gold fully covers the cost of return shipping in all cases — defect, damage, order divergence, or buyer’s remorse. We do not charge any restocking fee or administrative cost.
How long until I receive my refund?
The refund is processed within 10 business days after the request is approved, using the same payment method used in the purchase. For credit cards, the time for the amount to appear on the statement may vary depending on the issuer.
Customer Service and Trust
How do I contact Suple Gold?
You can reach our team by email at contato@suplegold.com or by phone at +55 16 97603-8346, Mon–Fri: 8:00 AM to 6:00 PM, Saturday and Sunday: Closed. Average response time is 1 to 2 business days.
Is Suple Gold a registered/trustworthy company?
Yes. Suple Gold is a registered company. All of our purchase, shipping, payment, and return policies follow the Consumer Protection Code.
Business Information
Phone: +55 16 97603-8346
Email: contato@suplegold.com
Address: Rua Anna Fachin Vieira, 115, Jardim Joaquim Procopio de Araujo Ferraz, Ribeirão Preto, São Paulo, 14065-360, Brazil.
Business Hours: Monday to Friday, 8:00 AM to 6:00 PM, Saturday and Sunday Closed
Response Time: 1 to 2 business days