Chapter 05 · The Route
From São Paulo, to you.
Every BANNANNA order leaves our studio in São Paulo, Brazil. From there it crosses borders, customs, and time zones to reach you. This page explains how that journey works. The timing, the cost, the customs piece, and what to do if something goes off course.
We partner with trusted international carriers and we keep the chain short. Most orders ship within five business days and arrive within fifteen. Customs is the one variable outside our control, so we treat that section with the care it deserves below.
How orders move
Three movements.
From your checkout confirmation to the package at your door. Estimates below are typical. Peak launch periods, customs queues, and local postal service can stretch any of them.
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Day 0
You place the order
Checkout confirmation lands in your inbox. The order enters our queue at the studio. From here on, we handle the rest.
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3 to 5 business days
We process and pack
Quality control, careful folding, recycled-plastic packaging, label, manifest. Processing can stretch during launch weeks or promotions; we say so on the product page when that's the case.
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7 to 15 business days
It crosses the world to you
Tracking link arrives by email the day we hand off to the carrier. Most international routes land inside fifteen business days. Customs and local postal services can shift that window.
What you pay
Shipping costs.
Shipping is calculated at checkout based on your delivery address and the carrier you choose. The total you see at checkout includes handling fees. There are no hidden costs added after payment.
Customs duties and local import taxes are separate. Those are paid to your local authorities, not to BANNANNA. See the next section for how that works.
Customs and duties
The customs piece, plainly.
International orders may be subject to customs duties, taxes, or import charges when they arrive in your country. These are set by your local authorities, not by us, and they are paid by you on delivery. We can't predict the amount and we can't include it in your order total.
This is the most important section on this page. Reading it before you order saves friction later.
Three principles to know:
Customs is paid by you, not by us.
Duties, taxes, and import charges are set by your country's customs authority. They are billed to the recipient on or before delivery. We can't bundle them into your order total because we don't know the rate your country will apply.
Refunds don't cover customs.
If a package is rejected, refused, or returned because import duties were not paid, BANNANNA does not refund the order, the original shipping, or any return customs fee. This is consistent across every destination.
Check your country's rules before ordering.
Five minutes on your customs authority's website tells you the threshold for duty-free imports and the rate above it. It's the single best thing you can do to avoid a surprise at delivery. Our team can answer brand questions, but we can't predict your country's customs.
Off-route scenarios
When the route goes sideways.
Most orders arrive without incident. When they don't, here's what we do, what you can do, and where the line is between the two.
Tracking
Where's my order?
You'll receive a tracking link by email the day your order ships. Use it to follow the package on the carrier's site. If the link hasn't updated in five days, write us at support@bannanna.com.br.
Delay
It's taking longer than expected.
If you're past the 15 business-day window and tracking isn't moving, write us. We'll open a case with the carrier and keep you in the loop. Delays caused by customs inspections or local postal conditions are outside our control, but we can still help you track them.
Lost
I think the package is lost.
If tracking has been silent for two weeks past the estimated delivery date, the carrier formally treats it as lost. Email us and we'll file the claim. Resolution depends on the carrier's process, but we follow it through with you.
Wrong address
I entered the address wrong.
Email us right away. If the order hasn't shipped yet, we can update it at no cost. Once it's in transit, the carrier follows the address as entered. If the package returns due to an address error, a new shipping fee will apply to send it again.
On the road
Every package is a small voyage.
What leaves São Paulo passes through customs, ports, postal hubs, and a courier on the last mile. Our job is to ship clean, communicate clearly, and stay reachable while the package is in motion. Your job is to receive it and let us know if anything looks off.
BANNANNA Logistics · São Paulo