My product is damaged or my order is incorrect

We work really hard to make sure all of our products leave in the best condition. However, sometimes a product might be damaged during the shipping process. If that's the case, please reach out to us, and we are happy to replace your product as soon as possible.



Where do you Ship?

We currently ship only within the US.


My shipping address is incorrect, can I update it?

If you notice your shipping address was incorrect, please reach out to us right away at carolina@encantos.co so we can correct it. Once a product has shipped, we are not able to intercept or change the address.


When can I expect my package?

You will receive a shipping tracking number on your email after your order has been shipped. Orders for books and plush take 3 to 5 business days. Orders for apparel take 9-12 business day to ship.

Due to COVID-19, we are currently experiencing longer shipping times than usual. Please allow up to 5 extra business days for your package to arrive. If your package is taking longer, feel free to contact us at info@canticosworld.com


My order is a gift and I need it by a certain date. Will it arrive on time?

If your product is urgent, we suggest you select the fastest shipping option at checkout. You can also reach out to us so we make sure it leaves our shipping center as soon as possible. Once an order has shipped, we cannot change shipping times or intercept it.


What is media mail?

Media mail is a cost-effective way to send media materials, such as books, through the U.S. Postal Service. However, it is also a slower option and it's not available for all products. Be aware your order may take up to 8 business days to arrive if you select this option at checkout.


Can I return something if I don't like it?

Yes. You must return your product within 30 days of the product being shipped. Any returned product(s) must be returned in all of their original packaging, and in like-new condition.


Digital Downloads

Where can I find my download?

You will see a confirmation page after purchasing your digital download. You will also receive an email with a link to download, you can always access this link in the future to download the file again.


Can I buy digital products if I'm not in the US?

Yes! Our digital products are available worldwide, and you can print them yourself at home.


Can you print my digital product for me?

Unfortunately, we are not currently able to send physical versions of digital products in our shop. 



For other questions or help with your order, please reach out to us via email at info@canticosworld.com