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Customer Service

Shipping & Delivery

  • Our goal is to make sure you receive your online order as quickly as possible. Most orders leave our warehouse within 1-2 business days of order placement.

  • Agüeybaná ships using USPS and offers Priority Mail (generally 3-5 business days), Express Mail. The arrival time of your order will be the fulfillment time (1-2 business days) PLUS the shipping time of the method you selected.

  • Agüeybaná ships using UPS and offers UPS Ground (generally 3-5 business days), 2nd Day Air® and Next Day Air® shipping options (no Saturday or Sunday delivery available). The arrival time of your order will be the fulfillment time (1-2 business days) PLUS the shipping time of the method you selected (no Saturday or Sunday delivery available).

  • We calculate your shipping rates based on the cost to ship each item by weight and size to your shipping address using the shipping method you select.

    Please note that we cannot ship to P.O. Boxes or outside of the 50 U.S. states at this time. 

Privacy & Security

  •  Agüeybaná  takes your privacy seriously and is committed to safeguarding your privacy online. Because we do gather certain types of information from visitors to our web site, we have developed a privacy policy to help our visitors understand the terms and conditions surrounding the collection and use of information. This policy only applies to visitors accessing our web site from the United States. By visiting our web site you are accepting the practices described in this policy.

Guiding Principles

  •  Agüeybaná collects information online primarily to provide our visitors with a more relevant experience on our web site. When doing so, we will make every reasonable effort to avoid excessive or irrelevant collection of data.

  •  Agüeybaná will take reasonable physical, electronic and managerial measures to safeguard and secure any information you provide to us (e.g., data will be stored in protected databases on secured servers with restricted access).

  •  Agüeybaná will honor its customers’ requests to not receive future communication from Agüeybaná 

Information Collected

  • Generally, you may visit the Agüeybaná  web site without revealing personal information about yourself. When you visit our web site, however, we may track your Internet domain address, any search engine you may have used to locate the web site, and we may track certain navigational information about where you go on our web site. This information enables us to determine which areas of the web site are most frequently visited and helps us tailor the web site to the needs and interests of our online visitors.  
  • You will remain anonymous unless you specifically request otherwise. When you purchase a product online, we ask for your name, mailing address, phone number, and your credit card number to complete your order. In some cases, we may use this information to personalize your future experience with Agüeybaná . For example, if your zip code indicates you live near one of our stores, we may notify you about an upcoming event (such as a sale or workshop). If you do not wish to be contacted, please let us know and we will remove your name from our email list immediately (see Opt-Out Procedures below).

Disclosure of Personal Information

  •  Agüeybaná may disclose specific personal information based on a good-faith belief that such disclosure is necessary to comply with or conform to the law (subpoenas, warrants) or that such disclosure is necessary to protect the users of the web site or the public.
  • Further, in the event Agüeybaná  sells or transfers a particular portion of its business assets, consumer information may be one of the business assets transferred as part of the transaction. If substantially all of the assets of Agüeybaná  are acquired, consumer information may be transferred as part of the acquisition.

How we Communicate with You

  •  Agüeybaná may send communications to you on the basis of the information you provide to us through email or postal mail. You may always specifically request not to be contacted (see Opt-Out Procedures below).

Protect Children Accessing this Web Site

  • Agüeybaná strives to protect the privacy of children. Children under the age of 13 should obtain parental consent before accessing this web site. We never intend to collect personal information from children under 13.


  • The personal data record created through your registration with this web site can only be accessed with the unique password associated with that record. To protect the integrity of the information contained in this record you should not disclose or otherwise reveal your password to third parties.

Opt-Out Procedures

  • You may always opt-out of receiving future communications from Agüeybaná  by either (a) clicking the “Unsubscribe” link at the bottom of the email message, or (b) making a request through customer service. If you request not to receive information from Agüeybaná , it may take several weeks to have your name removed from our files. Your request not to receive information will not preclude us from contacting you regarding a question we have about your purchase.

Use of Cookies

  •  Agüeybaná may use a browser feature known as a “cookie.” Cookies are small text files placed on your hard drive that allow Agüeybaná  to provide you with a customized browsing experience. Agüeybaná uses cookies to provide you with the convenience of not having to reenter information, such as coupon codes, user ids and passwords multiples times during your visits to the Agüeybaná  web site.
  • Cookies can also be used to help Agüeybaná provide you with information targeted to your interests, based upon your prior browsing on the web site. The “help” section of the toolbar on most browsers will inform you on how to prevent your browser from accepting new cookies, how to have the browser notify you upon the receipt of a new cookie, or how to disable the use of the cookies completely. We recommend against disabling cookies however, as it will be detrimental to proper website functionality.

Links to Third Party Sites

  • The Agüeybaná  web site may contain links to other sites. Agüeybaná  is not responsible for the privacy practices or the content of such sites. To help ensure your privacy, Agüeybaná  recommends that you review the privacy policy of any site you visit.

Accessing the Agüeybaná  Web Site from Outside the United States

  • If you are visiting this web site from a location outside the United States, your connection will be through and to servers located in the United States. Any information you provide during your visit will be processed and maintained on our web server and other internal systems located within the United States.


  • We use state-of-the-art software to encrypt your credit card numbers and personal information automatically while they are in transit over the Internet, preventing a third party from viewing this information. The instant you reach our checkout page, your browser should indicate that you have entered our secure shopping zone. Each web browser offers a different security indicator—please refer to your browser’s help section to learn more. If you do not see any secure shopping indicators, please call our customer service number at 1-787-795-3621 to complete your transaction.
  • An internal security system, known as a firewall, protects information about our customers from being viewed by a third party. Information access is restricted within our offices as well. Personal information collected about our customers is only viewable by employees who need the information to perform a specific job (such as a billing clerk or customer service representative), and the personal information is protected by a random password.
  • Unfortunately, however, due to the nature of the Internet the privacy and security of every transmission over the Internet cannot be absolutely guaranteed. While we strive to protect your personal information, we cannot guarantee the privacy and security of the information you transmit to our web site.

Policy Changes

  • We reserve the right to change, modify, or amend this policy at any time. If amended, the effective date of the policy amendment will always be posted at the beginning of this policy. The new policy will replace any prior policies to the extent that there are any inconsistencies. Use of this web site after modification, implies that you consent to the policy as amended.

Your Feedback

  • If you have questions concerning this privacy policy or the practices of these sites, you may contact us at: [email protected]
  • Returns & Replacements
  • All returns must be authorized with our Customer Service Department. Please contact us at 1-787-795-3621 for a return authorization. Return time is 7 business days within delivery of order. All return orders are subject to a 30% restocking charge. Shipping charges, engraved plates, plaques, lucite and crystal awards are NON-REFUNDABLE.


  •  Online ordering: Select your favorite designs, choose your quantity and add to your cart.
     After you are ready to checkout, you will be guided through our 1-Page checkout to complete your order.
  •  You may purchase with Google Checkout. Note, by using Google checkout you will need
     to email your artwork and in-hands date separately by referencing your order number to [email protected] 
  •  Use your PayPal account for fast and easy payment.
  •  Email: You can also place an order by sending your requests to [email protected],net. Just include the award item number you would like for your event, any personalization required and you're in hands date. If you are including artwork files, feel free to add them as attachments. Please include billing address, shipping address and contact numbers.  Our friendly finance department will be in touch.
  •  Phone/Fax: For live customer assistance, we invite you to call toll free at: 1-787-795-3621 Monday through Friday 9am to 6pm EST. To fax and order, please fax to 787-784-0328. Please see general information for our standard turnaround times and vector artwork requirements.
  •  Once you place your order online you will immediately receive an order confirmation. For order placed via email or phone, you will receive your order confirmation by end of business day. Please notify your project manager if any discrepancies. Once you have received your confirmation, any changes to your order must be made via email to  [email protected]  Important Note: We will never proceed with production until we have your final approval of the artwork.  This virtually eliminates all errors and also ensures that you receive exactly what you ordered.

Payment, Pricing & Promotions

  • We accept American Express, Discover, MasterCard, and VISA. Your credit card will not be charged until the item has shipped. The order number you receive at checkout can be used to track your order through our online system or over the phone with Customer Service. Unfortunately, we do not have the ability to accept gift cards as a form of payment at this time.

Viewing Orders

  • If you are a registered customer with Agüeybaná, you can login to your account using your email address and password and check the status of your web orders. If you have not registered with Agüeybaná yet, you can still track your order placed on Agueybana.com  by calling in, or through our store, please contact Customer Service at 787- 795-3621, Monday thru Friday, 9:00 am – 6:00 pm EST, or by email at [email protected] for updates on your order status.

Updating Account Information

  • Login to your account using your email address and password. Make all necesary changes and save these. Feel free to contact us for any help.