When placing the order, the customer must provide the recipient's data, the delivery address, and a contact number. The recipient's phone number and/or email address, entered by the customer in the recipient's form, may be used by the carrier or the management team to coordinate the delivery schedule and other service details with the recipient.

Once the order is confirmed, the shipment will be made within the established schedule and agreed timeframe, delivered directly to the door of the indicated address. The transportation team will communicate via phone (call or message) with the corresponding recipient for each order to confirm the address, inform about the status of the order, and ensure a successful delivery.

At the moment the order is delivered to your address, it is the recipient's duty to review together with the carrier that the products and quantities declared on the invoice match the received merchandise. If there is any shortage of any of the products from the order on the invoice delivered by the carrier, this must be reflected in the invoice notes (make sure to inform the carrier and report the incident) and sign the rest of the order.

In case an order cannot be delivered due to the absence of the beneficiary at their address, this will be notified to the customer and it will return to our distribution centers to reschedule the delivery. Should the order not be deliverable within a period of 3 days, it proceeds to be canceled. All with prior coordination with the customer.

A total delivery occurs when all the products in the order are available and can be sent together in a single shipment to the indicated address, provided they do not include items such as appliances or heavy products that require differentiated logistics.

On the other hand, a partial delivery occurs when part of the products needs specific handling due to their type or size; in this case, the available items are sent first and the customer is informed about the pending items, which will be managed later.

If the recipient is not present at the time of delivery, the order can be delivered to neighbors, friends, or other people as long as we receive prior authorization from the customer or recipient. Preferably we will request a copy or photo of the identification of the person receiving.

The persons designated to receive a delivery at their address must possess all mental faculties to do so; delivery is avoided to persons who meet the following cases: mental disability, under the influence of alcohol or drugs, or minors. For persons with physical or motor disabilities, the team will ensure to adequately assist so that the delivery is made safely.

Orders can be temporarily held if the provided recipient information (delivery address and name) is incorrect; these can proceed once these errors are corrected and the correct information is provided. If the information supplied by the customer is incomplete or insufficient to perform the delivery safely, the order may be canceled and the money refunded to the buyer.

All products offered at SANPRA HOLDINGS include home delivery service throughout all of Panama and have a cost of 7 USD, except for large-volume construction materials (specified in the description of each product) which will only have warehouse pickup.

Products that have this modality (specified at the time of purchase) are those that have a large volume like construction materials. These must be picked up at our warehouses, starting 24 hours after the order is placed, during the hours of 9:00 am to 3:00 pm with prior coordination with our logistics team.