FAQ
How long does my shipment take?
Delivery times in normal times are:
Major cities are 1-7 business days (Bogotá, Medellín and Cali).
Surrounding cities between 2 to 7 business days (Rest of the Country)
Please note that delivery times are estimates and may be shorter or longer. This is due to variations that may affect a delivery, such as road problems, weather, the situation in the country or city where the delivery is made, and therefore a minor delay does not entitle you to a refund.
It is very important to Unbroken that you enjoy your products as soon as possible; however, sometimes things happen that are beyond our control and that we cannot control, delaying the shipment of your order.
• Lack of references in the address
• Payment problems with your order
• Incidents during the delivery process
• Incomplete address
• During commercial events such as promotions, special days, among others, which increase demand and, therefore, deliveries.
Other questions about my shipment:
What is the cost of shipping?
$13,900 (Colombian pesos) in main and intermediate cities.
$16,500 (Colombian pesos) Municipalities far from the main cities.
How do I know where my order is?
You must request your shipping guide by calling 313-5820546 and through the carrier's website you can consult and we will help you with the process.
What should I do if I haven't received my order yet?
You should constantly check the guides, in the same way we are always here to help you.
What should I do if my order arrives incomplete or incorrect?
You must contact 313-5820546 and through this channel we will help you start the process of exchange, order completion or refund.
How can I process a return for an order?
You must write to us through our chat with your details and the details of your order. The return must be made by TCC to our main address.
How long does it take to get my money back?
8 business days after the order has been returned. To do this, you must clearly indicate your bank account and your details, which we will send to our financial department in charge of the process.
Can I exchange the product for another one?
Yes, for another product of the same value. If it is a product of lower value, we will refund the difference and, if it is of higher value, you will have to pay the difference and assume the costs of the new shipment.
How long do I have to return my order?
For changes due to size, color or other reason other than quality: 30 days after receipt.
For quality defects: 60 days after receiving your order.
You can make the payment in different ways as follows:
- Through our website where we accept all payment methods
- through our WhatsApp: national transfer and money order.
- through our Instagram or Facebook chat: national transfer and money order.
What do I do if I didn't receive my invoice?
You must write to us on WhatsApp 313-5820546 .
Confirmation should arrive immediately, the invoice may take up to 24 hours depending on the incoming order flow and the order is dispatched the next business day.
Do I need to open an account at unbroken to place an order?
It is not necessary, but we recommend it so that you are up to date and have discounts and news made just for you.
How can I use my promotional code?
You can use your code by visiting our website www.unbrokensports.co and entering the coupon in the space provided when making your purchase.
If you have problems with the coupon, you must contact 313-5820546 .
What are the restrictions?
- You cannot use it in combination with other coupons.
- You will not be able to use them on discounted or promotional products.
- You will not be able to use them after the expiration date.
- You won't be able to use it on all products
What warranty do my products have?
All products are certified unbroken, tested under real-world conditions and thoroughly reviewed by our quality control department.
All products have a 45-day warranty against manufacturing defects. Remember to follow the care and washing instructions so that your products do not show variations.
Please note that the lifespan of a product depends on how you use it and under what conditions you use it. Products damaged by normal wear and tear or that have exceeded the reasonable life of the product will not be exchanged.
Where do you make Unbroken products and what materials do you use?
All our products are manufactured in Colombia with the highest quality materials, controlling the entire product chain.
How do I know if my Unbroken products are authentic?
Only those products obtained through our authorized sales channels (official Instagram, official Facebook, website, official Mercado Libre profile, official Amazon profile and via WhatsApp) and through our authorized distributors that are identified with an authorization code and seal will be authentic.
What do I do if I suspect that the unbroken products I purchased are not authentic?
You must contact our WhatsApp and attach:
Product photo
photo of purchase receipt
your personal data
data from the place where you made the purchase
The above is to help you identify it and provide you with all the necessary assistance if you wish to make a legal claim.
Since counterfeits or copies do not come from Unbroken, we hope you understand that we cannot accept returns, exchange the product or give you a refund. But we will help you identify it.
We invite you to read our terms and conditions where you will find information about our company, data management and much more relevant information of interest to you.