Frequently Asked Questions

How can we help?

01. Contact Info

02. Offers & Promotional Codes

03. Pre-Orders

04. Shipments

05. Payments

06. Returns and Cancellations

07. Service and Warranty

08. Products and Orders

09. Terms and Conditions

Call

Speak to one of our dedicated team

8am - 11pm / Monday to Saturday

Puerto Rico: 1-800-682-3180
Dominican Republic: 1-800-751-2676
Jamaica: 1-800-726-7864
Trinidad & Tobago: 1-800-726-7864

Send us an email

Send us an email to cs2@samsunglatin.store.

We will answer your questions in less than 24 hours.

When using a Discount Code in the Samsung Online Store, only the coupon applies to the base price of the value of the products in the Shopping Cart, because by import regulations the purchased goods must be declared according to their official value. Any consumer who uses a Discount Code in the Samsung Online Store acknowledges that they agree to this policy. Discount codes can be used only for an order or purchase, and cannot be reused.

Special Offers

Where can you find information on special offers?
You can find our current offers and highlighted products on the home page of the Online Store.

Pre-sale products

We offer the sale of the product in advance so that interested users can buy the product, ensuring that their product is invoiced on the launch date. In this way, the product is reserved with priority to be delivered as soon as it enters stock in addition to being able to take advantage of exclusive benefits of the pre-sale stage.

Do I need to be athome to receive my delivery?

It is not necessary, an authorized person of legal age can receive the package, who must present an identification document and be able to sign the proof of delivery. In case this does not happen, we will make two more delivery attempts, if it cannot be completed, the product will return to the Distribution Center.

Do you offer a next day delivery service?

Unfortunately this option is not available at this time, however products shipped to Miami are delivered within 48 hours.

Can I order online and then pick up my product(s) from the store?

At this time this service is not available.

Can I request a specific date or time for my delivery?

At this time this service is not available.

I think my order has been lost - who do I contact?

1. Wait for the scheduled delivery date on the confirmation of your order. In case it is delayed contact our Customer Service team. Our carrier will try to deliver the order three times to the requested address.

2. After the 3^rd delivery attempt the order will be returned to our stock and our Customer Service team will contact you.

What payment methods do you accept?

During the purchase process you will be able to choose between several payment methods depending on the country you are in, including PayPal, international or local credit cards and Cash payments to be made in authorized payment centers.

My payment has failed, what can I do now?

If there has been an error in your payment, please contact our Customer Service team to resolve it.

The charge made was doubled. How do I get my money back?

If you believe that your payment has been improperly debited more than once, please contact our Customer Service team to resolve it. We will need your data, those of the order and the duplication vouchers to carry out the pertinent evaluation.

My product has been damaged. How do I return it?

If at the time of delivery you see that your order is damaged, you can refuse the delivery. After refusing the delivery, the package will be returned to Samsung. When it is received, our service team will contact you to resend the order and / or refund.

I want to return a product

If you have a defective or damaged product and you need to exchange or return it, you can contact us at cs2@samsunglatin.store.

1. Within 13 days after the delivery and your product(s) does indeed show failures , we will proceed to send you a new device at no cost once the diagnosis has been confirmed through our local Service Centers.

2. If more than 13 days have passed since the delivery of the product(s), we will provide you with the steps to follow for your Samsung Equipment Warranty. Through our local Service Centers, you can check your equipment at no cost if it has a valid Samsung Warranty. For products received that are not faulty or damaged, we are not offering returns or exchanges.

My product has been damaged. I decided to stay with it, would I have a discount or compensation?

If a product is defective or damaged on delivery, we suggest you reject it upon receipt and report what happened to our Service Center as soon as possible so that we can help you with the exchange or refund process. Returns process for faulty products or damaged in delivery have no cost for end consumer.

I have problems with my product before 13 days of delivery

Within 13 days after the delivery and your product(s) does indeed show failures, you can contact us at cs2@samsunglatin.store so that we can provide you with a solution. If in fact your product has faults, we will proceed to send you a new device at no cost once the diagnosis has been confirmed through our local Service Centers.

I have problems with my product after 13 days of delivery

If more than 13 days have passed since the delivery of the product(s) you can contact us at cs2@samsunglatin.store sending us the details of your product and purchase. From there we will provide the steps to follow for your Samsung Equipment Warranty. Through our local Service Centers, you can check your equipment at no cost if it has a valid Samsung Warranty.

Returns process for faulty products or damaged in delivery have no cost for end consumer.

What is the warranty on a product I have purchased from Samsung Online Store?

The manufacturer’s warranty provided with Samsung products varies depending on the product. Information regarding the Samsung warranty can be found in the box for the Samsung product. Alternatively, please visit the warranty page for more information.

How can I cancel or modify an order?

To cancel or modify your order you can contact us by chat or call the Customer Service center.

How can I check the status of my order?

Once you make the purchase, you will receive notifications by e-mail indicating the status of your order. If you have not been notified or have any questions you can contact us by chat or call the customer service center.

Samsung Online Store - Terms and Conditions

When making your purchase, which includes transportation to your destination country and to the indicated address, you understand and accept hereby that Advance Commercial Service, INC., In its own name and on behalf of the recipient, will appoint an agent to carry out the customs clearance exclusively. Also accepts Advance Commercial Service, INC. as the consignee for the purposes of appointing a customs broker to perform customs clearance. In some cases, local authorities may require additional documentation to confirm the appointment. It is your responsibility to provide the correct documentation and confirmation, when required.

You guarantee and are responsible for your compliance with all applicable laws, rules and regulations, including but not limited to customs laws, import, export and / or re-export laws, and government regulations of any country to, from , through or on which your shipment can be transported. You agree to supply the documents that are necessary to satisfy said laws and regulations. Advance Commercial Service, INC. You will not be liable to you or anyone else for any loss or expense due to your inability to comply with this provision.

You will be responsible for all charges, including transportation charges and possible surcharges, customs and tariff contributions and assessments, including fees related to prepayment thereof, government penalties and fines, taxes and attorney's fees, and legal costs. , related to this shipment.

Advance Commercial Service, INC. undertakes to ship your order within 5 business days from the date the required documentation is received, with the exception of launch model pre-sale events.

When ordering products, outside of Pre-sale periods, if all the documentation for customs entry previously exposed is sent without any delay by the consumer, the delivery process can be from 72 hours to 168 hours, in case that the customs authorities have not delayed this process. In the case of receiving a defective or damaged product in the delivery process, please contact ACS Customer Service immediately: +1 (305) 906-8685 from 8 AM to 6 PM. Saturdays from 9 AM to 3 PM. Returns process for faulty products or damaged in delivery have no cost for end consumer.

Advance Commercial Service, INC. You agree not to share personal information, such as contact information, shipping and payment, that you provide in order to make your purchase, with any other company or person. Only the minimum information required in each case will be shared with suppliers linked to the transaction to be able to make the import, payment and shipping procedures effective with the commitment to comply with all restrictions in accordance with current regulations in relation to rent, transfer or sale of information to other companies.