FAQ

WGA Company has a team of professionals specialized in online sales. With over 5 years of experience in the market, we always act with honesty, commitment, and respect for our customers. We prioritize clear and accessible information, and you can always count on our customer service team for support before, during, and after your purchase. We are committed to transparency and excellence in every detail of our service.

How do I track the shipment of my products?

Once your products are shipped, you'll receive a tracking code in your registered email. This code allows you to track the entire package from shipping to delivery. It's important to track your shipment, as in some cases, you may need to pick up your products directly at a post office, whether due to an incorrect address, restricted delivery area, or absence at the time of delivery.

My order is stuck at the IRS. Should I be concerned?

Don't worry. Products arriving from abroad may undergo inspection by the Federal Revenue Service as part of a standard process established by law. After clearance, they are normally sent to the Correios distribution center. If any taxes are due, WGA Company is responsible for payment. If this occurs, please contact us for guidance.

I've moved. What happens to my products?

If you've recently moved, instruct the new resident to receive their products for you. If you're informed that the recipient no longer resides at the address, the products will be returned to the Post Office and returned to WGA Company. Therefore, always check the tracking information to ensure receipt.

What does “object not found in the postal stream” mean?

This status may indicate that the package has not yet been found at the Post Office's sorting centers. Delivery may be delayed, but don't worry—the products will be located and delivered.

Can I change my address after purchase?

After dispatch, you cannot change the delivery address. If you need assistance before shipping, please contact our team as soon as possible.

Why did I only receive part of the products?

Your products may have been shipped from different warehouses, so they may arrive separately. In this case, you'll receive two separate tracking codes to track each package.

How does product exchange work?

You can request an exchange as long as the following conditions are met:

  • Request within 7 days of receipt;

  • Unused products with original packaging;

  • Products without signs of misuse;

  • Products with manufacturing defects or shipping errors (model, color, size, etc.).

In cases where an exchange is requested for reasons of personal preference (such as color or model), the return costs are borne by the customer.

To initiate the exchange, send an email to contato@wgacompany.com.br with your name, order number and reason for the request.

Please also see our [Exchange and Return Policy].

I need to exchange a product. How long does it take?

After we receive the returned products, a new shipment will be made within 5 to 14 business days. You'll receive a new tracking code to track the new delivery.

The 7 days have passed, can I still exchange?

Unfortunately, after the 7-day period, we do not accept exchanges due to dissatisfaction, except in warranty cases. We always recommend inspecting the products upon receipt.

Can I change the address when requesting an exchange?

Yes, as long as the request is made before the new shipment. Provide updated information at the time of the request. After the mailing, the address cannot be changed.

What if I want a refund?

The refund will be made according to the payment method used:

  • Credit Card: Refund within 7 business days after product review. The deadline depends on the card issuer.

  • Bank Slip: Transfer to the account indicated by the customer.

  • Pix: Refund via Pix key registered upon purchase.

Important: Bank details must match the buyer's details.

How do I return products?

You'll receive instructions via email as soon as you initiate your request. Remember: if the return is due to regret or dissatisfaction, the customer is responsible for the costs. In cases of store error or defect, WGA Company will cover the costs.

My payment hasn't been confirmed yet. What should I do?

Payments via boleto can take up to 2 business days to be confirmed. If this period has already passed, please send us the receipt to our email address so we can check with the payment provider.

If you still have questions, please contact us through our customer service channels. Our average response time is up to 24 hours .