Shipping Policy

What you should always know when ordering from MADECO:

Absolutely NO Madeco Online order is complete, and you are not charged to your credit card, until we call you to confirm your order and/or coordinate the delivery. This is why it is very important that you give a valid phone number. *You may receive various calls to coordinate your entire order.*

We call from 8:00am – 5:00pm and we do so because the nature of our products is one that can sometimes be confusing when it comes to measurements, and complete list of items needed for installation, among other subjects.

We have 4 delivery methods:

Pick-Up (Free)
Puerto Rico Home and Business Delivery
Port of San Juan Delivery (Free on Orders over $499 – Recommended for customers throughout the US Virgin Islands, British Virgin Islands and Florida)
Custom Delivery (Recommended for Items that can be shipped through any of the major parcel delivery companies or for any other special deliveries).

With the exception of Pick-Up and Custom Delivery, all items in each order are shipped as one package, at the same time and date, to the same address and on the same trip. We will not ship various items of an order individually, unless otherwise specified. If you wish for us to deliver different items to different locations, then such items must be purchased in different orders.

We will not deliver to P.O. Boxes.

Delivery does NOT include installation. Los Portales de Madeco does not install, unless otherwise specified.

Remember, for anything you need, you can contact our Madeco Online Team at 787-250-1737 from 8:00am – 5:00pm Mon – Sat. (No answering machines. Just real people, all the time.)

Pick-Up:

Pick-Up delivery method is the most used by our customers as it is FREE. Once you have been called by one of our Madeco Online Sales Team Members, and your order has been confirmed, all you have to do is drive to one of our strategically located stores (in a vehicle with enough capacity to carry all of the merchandise) and we will do all of the work of loading it to the vehicle.

Please pass by our store’s counter before parking in the warehouse so that we may pass all of the necessary documentation to our warehouse personnel.

Remember, your merchandise will not be ready for pick up until we call you to confirm the order.

We consider an order fully delivered when shipped through Pick-Up once it has been loaded in the pick-up vehicle. We only guarantee the safety of the merchandise to the point that we consider to be fully delivered. ANY damage caused to the merchandise after your order has been fully delivered is not guaranteed.

Puerto Rico Home and Business Delivery

Puerto Rico Home and Business Delivery shipping method can only be used to deliver orders to Puerto Rican physical addresses in the main island. The shipping fee is based on our fixed rates by fixed regions in the main island of Puerto Rico*. We do the deliveries in house, with our own fleet of trucks. We may subcontract a delivery company, but you will be notified with a phone call if this is the case. We may call you several times to coordinate your home delivery. We will call you the day before the delivery date to provide a 3 – 5 hour delivery time window.

You will receive the final and official invoice with the delivery. We will not deliver the merchandise if there is no authorized individual in the agreed upon address to receive the merchandise and sign our copy of the invoice. Our goal is always to have satisfied customers, this is why we personally and very carefully coordinate each delivery; however, if after coordinating the delivery, there is no individual to receive the merchandise during the delivery time window, you will still be charged without the possibility of a refund for the delivery, even if the merchandise has not been fully delivered.

All authorized individuals must be responsible adults, 18 years or older.

Merchandise will be left in either your porch, garage or outside. We will not deliver the merchandise to the inside of your home or business.

You must select and prepare an accessible location.

All pets must be placed in a separate area from the path of delivery.

Our delivery team does NOT install.

If a delivery date has been established and agreed upon, but you wish to reschedule, you must call us at-least the day before the delivery in order for us to make the necessary arrangements. Remember, for anything you need, you can contact our Madeco Online Team at 787-250-1737 from 8:00am – 5:00pm Mon – Sat. (No answering machines. Just real people, all the time.)

We consider an order fully delivered when shipped through Puerto Rico Home and Business Delivery once it has been placed in your selected location of the porch, garage or outside of your home or business. We only guarantee the safety of the merchandise to the point that we consider to be fully delivered. By signing our copy of the invoice at the time of delivery, you agree that the merchandise delivered has been delivered in proper conditions. ANY damage caused to the merchandise after your order has been fully delivered is not guaranteed.

*Unfortunately, Puerto Rico Home and Business Delivery is still not available for the islands of Vieques, Culebra and Mona. If you reside in one of such islands, please select Custom Delivery and we will coordinate a delivery.

Port of San Juan Delivery

Port of San Juan Delivery can only be used for us to deliver your order to the Port of San Juan or surrounding freight companies’ storage facilities. Our flat rate for the San Juan Port Delivery is $75.00; however, on all orders of $499.00 or more, delivery of your order to the Port of San Juan will be free. This delivery option is the best alternative to all customers in the US Virgin islands, British Virgin Islands, Florida, Dominican Republic, or any other country or location as long as you have access to pick up the order at your port of destination.

For Port of San Juan Delivery we will call you several times to coordinate. Additional to all order information, we will typically need – but are not limited to — the following information: destination port and country, desired vessel or Freight Company to use, and possibly some documentation. We are not responsible for any activity other than taking the merchandise to the agreed company / vessel in the docks. All other charges / merchandise safety / coordination and tracking are the customer’s responsibility. (These charges usually include the entire freight charge based on weight and route.)

We consider an order fully delivered when shipped through Port of San Juan Delivery once it has been delivered to the agreed upon Freight Company / Vessel in the San Juan Port. We only guarantee the safety of the merchandise to the point that we consider to be fully delivered. We do require a representative of the freight company to sign Madeco’s copy of the invoice as proof that we have delivered the order and by doing so, he is acting on your behalf in agreeing that the merchandise delivered has been delivered in proper conditions. ANY damage caused to the merchandise after your order has been fully delivered is not guaranteed.

You will receive the official invoice with the physical order, and we will send you various copies of the invoice and confirmations by email. You will receive a final phone call and email once the merchandise has been shipped. Please call us once the order has arrived and you have picked it up. Tell us how we did.

We are very accustomed to shipping to St. Croix, St. Thomas, St. Johns, and Jacksonville among other countries/states/ports and the process is not as tedious as it may initially seem.

Custom Delivery

Custom Delivery can be used for any order and any type of delivery; however, you will not know the full delivery charges until we call you and coordinate a desired shipping method. Because the shipping charge will not be displayed in our original order agreement, we will send you an e-mail with the updated order quote and a payment agreement form that you must fill and sign in order for us to process the transaction.

Why do Custom Delivery?

We recognize that for small items, and very special situations, our Puerto Rico Home and Business Delivery shipping method may be very costly.
Sometimes, none of our shipping methods satisfy our customers’ needs or deliver to their desired location.
Many customers have preferred carriers.
We aim for customer satisfaction, and if shipping a certain way will satisfy our customers, then we will do everything in our power to make it happen.

Examples of Custom Delivery include, but are not limited to:

United States Postal Service (Any shipping method applicable)
UPS (Any shipping method applicable)
FEDEX (Any shipping method applicable)
TNT (Any shipping method applicable)

… Etcetera, you name it.

We consider an order fully delivered when shipped through Custom Delivery once we deliver the merchandise to a point where we no longer “handle” or transport the physical items. We only guarantee the safety of the merchandise to the point that we consider to be fully delivered. We do require a representative, or authorized individual — of the shipping company or any other method — to sign Madeco’s copy of the invoice as proof that we have delivered the order and by doing so, he is acting on your behalf in agreeing that the merchandise delivered has been delivered in proper conditions. ANY damage caused to the merchandise after your order has been fully delivered is not guaranteed.