Question 1

Our Customer Service

Accepted Answer

Our team is available to clarify doubts about the solutions and consumable products, as well as the purchase and after-sales processes. The service hours are from Monday to Friday, from 8:00 AM to 5:00 PM, and the contact channels are as follows:
Phone: (19) 3521-0934Email: contato@593ican.com.br

Question 2

Security

Accepted Answer

Our website adheres to the most stringent international privacy and security regulations, presenting certifications such as PCI DSS Level 1, SOC 2 Type 2, and following ISO standards. Additionally, we are fully compliant with GDPR, CCPA, and LGPD regulations. These attributes ensure the maximum security of our website and protect the privacy of our customers.
We would like to emphasize that, immediately after confirming the online purchase payment, our team will send an email confirming the order. This practice aims to provide transparency and ensure that our customers are informed about the status of their transactions. We are committed to maintaining a secure and protected virtual environment to ensure the trust and satisfaction of those who choose our platform.

Question 3

Tax Policy

Accepted Answer

The hardware and software solutions, as well as the consumable products, offered by 593iCAN, are intended exclusively for personal use and consumption. If you are interested in acquiring these items for the purpose of industrialization or commercialization, we request that you contact us through the email (contato@593ican.com.br). In this way, we can provide detailed information about the values and the corresponding taxation, according to the current regulations in each Brazilian state and in accordance with the applicable legislation. The hardware and software solutions are not sold through the online store, but budget requests can be forwarded to the email contato@593ican.com.br. We are available to provide all the necessary support and clarify any doubts related to the acquisition for commercial or industrial purposes.

Question 4

Order Logistics: Shipping

Accepted Answer

The shipping cost is calculated based on the weight of the consumable products, the distance from the requested ZIP code for delivery, and the shipping method. The delivery time starts after confirmation of the order payment (Monday to Friday, from 8:00 am to 5:00 pm) and includes the production of the order and the delivery time by the carrier/Post Office. The value is calculated taking into account the weight of the products; the distance from the delivery location and the delivery method.

Question 5

Order Logistics: Delivery

Accepted Answer

1. Buy on the website and pick up at 593iCAN:During the purchase on the platform, you can choose to receive the product at the ZIP code of your preference or pick it up with free shipping at the 593iCAN headquarters. The personal pickup of the order at the 593iCAN headquarters must be done by presenting the invoice of the purchase order, which will be sent to the registered email when making the purchase.2. Delivery by Post Office/Carrier:When purchasing products on our website, we guarantee fast, efficient, and secure delivery. We recommend that before making a purchase, you check the estimated delivery time available on the product page. The period for receiving the items may vary depending on the delivery location and the shipping method chosen.We would like to highlight that it is possible to designate third parties, such as condominium doormen and family members, to receive the order, as long as these representatives sign the proof of receipt of the merchandise. Our service includes three consecutive business day delivery attempts. If all attempts fail, the product will be returned to the 593iCAN headquarters.For a new shipment, the shipping cost will be the responsibility of the customer, and a new delivery time will be informed. Deliveries are made from Monday to Saturday, during business hours.In exceptional cases, the delivery may be delayed due to events such as a stoppage of the partner carrier, content analysis requested by government inspection, access difficulties caused by natural disasters, or adverse situations, such as accidents during the route. In these cases, we will promptly inform you about any delays.

Question 6

Order Logistics: Order Tracking

Accepted Answer

After receiving the invoice in your email registered in our online store, please select the option corresponding to the shipping method chosen between Correios (Brazilian Postal Service) and Jadlog. If you have not yet received the invoice, please check your spam folder or request it through our contact email: contato@593ican.com.br. We are available to ensure a smooth and efficient shopping experience.

Question 7

Payment Methods

Accepted Answer

Pix: Payment via Pix is made in a single installment and is quickly approved, which speeds up the delivery of the product. It can be made using the generated Pix codes (QR code or copy/paste) that are generated during the purchase process or using the Pix key (CNPJ: 46.396.224/0001-65). To minimize Pix payment errors, we recommend using the generated Pix codes.
Credit card:
We accept the following credit cards: Visa, MasterCard, Diners, HiperCard, JCB, Discover, and Amex, allowing payment in up to 2 (two) interest-free installments. In case of refusal by the card operator, the order will be automatically canceled, and you will be notified by email. To check the number of available installments, consult during the checkout process. It is important to note that after the purchase is completed, the payment and installment options cannot be modified. We are available to clarify any doubts related to this process.Bank slip:We offer the option of payment via bank slip for your online purchases, providing a convenient alternative. When choosing this method, you can pay for your purchase securely and easily. After completing the order, the slip will be generated, and you can pay it at any bank branch, lottery shop, or through internet banking until the indicated due date. Remember that the confirmation of payment can take a few business days, and after this process, your order will be released for shipment. Feel free to contact us if you have any questions or need more information about this payment option. We are here to help!

Question 8

Warranty

Accepted Answer

Consumable products are covered by the legal warranty, as stipulated in Article 26 of Law No. 8,078/1990, known as the Consumer Protection Code. From the issuance of the sales invoice, the "consumable" products available on the 593iCAN e-commerce platform have a 90-day warranty against manufacturing defects that may compromise their physical integrity or proper functioning. Our commitment is to ensure the quality and customer satisfaction with these products.
If any problems arise during the warranty period, we request that you contact us by email (contato@593ican.com.br) so that we can take the necessary measures. We emphasize that the product is covered within the stipulated period against manufacturing defects, subject to specialized technical analysis. It is essential that the product is in its original packaging, with all accessories and without signs of use.
In the event of a proven manufacturing defect, 593iCAN undertakes to offer the replacement of the damaged product, with the customer being responsible for sending the product to our headquarters. 593iCAN will bear the freight expenses if the defect is confirmed. It is important to note that the replacement or repair of the product does not imply an extension or renewal of the established warranty period. We are available to ensure your complete satisfaction and resolve any issues related to the warranty of consumable products.

Question 9

Exchanges, Returns, and Refunds

Accepted Answer

According to the Consumer Protection Code, the customer has a period of 7 (seven) calendar days from the date of delivery of the order to contact us and request a return. This request must be made exclusively by email (contato@593ican.com.br).
When making the request, provide the buyer's name, CPF (Brazilian tax ID), order number, and the product for which you wish to make the return. In response, we will send the shipping authorization along with the instructions for returning the merchandise.
The return shipping cost is the responsibility of the company, and the customer must send the product via PAC (the cheapest postal service option) through the Post Office. After the 7 (seven) day period, the responsibility for the shipping cost becomes the customer's.
After receiving the product at our company, an evaluation will be carried out to authorize the return. It is essential that the product is in perfect condition, in the original packaging, with all accessories, and without signs of use. If the product meets these requirements, the customer will be refunded the purchase amount.
We emphasize that we do not exchange consumable products. We are available to clarify any doubts and ensure a satisfactory experience for our customers.

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