Frequently Asked Questions (FAQ) – Duques Distributor

📦 Shipping & Delivery

1. How long does shipping take?
All orders are shipped via USPS Priority Mail and typically arrive within 3 to 5 business days after leaving our facility.

2. Is shipping really free?
Yes! All BOXES include free shipping, with no minimum purchase required.

3. How will I know when my order arrives?
Once your order ships, you will receive a USPS tracking number by email so you can monitor your delivery.

4. What happens if I’m not home when the package arrives?
We recommend being available on the delivery day. If the carrier leaves the package unattended, Duques Distributor is not responsible for any product deterioration caused by improper storage after delivery.

5. Can I redirect my package to another address?
No. Due to the perishable nature of our products, shipments cannot be redirected once they leave our distribution center.

❄️ Storage & Handling

6. How should I store frozen products when they arrive?
Products must be placed immediately in the freezer upon delivery to ensure the best quality and food safety.

7. Can I thaw and refreeze the products?
It is not recommended to thaw and refreeze raw or pre-baked products, as this may affect texture and safety. Once thawed, it is best to bake or prepare them.

8. How long do the products last in the freezer?
When stored properly at 0°F / -18°C or colder, many products can last for several months, though we recommend baking them soon for the best flavor.

9. Is it safe to consume products that arrive partially thawed?
If they arrive cold to the touch, they can usually be safely refrozen or prepared following the instructions.

10. What if my products arrive completely thawed?
Due to the short transit time, products can generally be refrozen. Check their condition and feel free to contact us with any concerns.

🍞 Product Preparation

11. Do the products need to be baked?
Most of our products are pre-baked and ready to bake directly from frozen, following the specific instructions for each item. They are perfect for air fryers and ovens.

12. Do I need to thaw them before baking?
Some products require thawing and others do not. Always follow the instructions on the packaging for best results.

13. What oven temperatures should I use?
Each product includes recommended baking times and temperatures. General guidelines:

• Pandebono: 340°F – 5 min

• Buñuelo: 330°F – 10 min

• Guava Pastry: 330°F – 8 min

• Stuffed Sweet Plantain (Aborrajado): 350°F – 15 min

🧼 Food Safety

14. What quality standards do your products follow?
Our products are prepared and handled under good food safety practices and are designed to be safely stored frozen until preparation.

15. Do the products contain additives or preservatives?
Some products may include ingredients to help maintain quality and texture during freezing, always within food safety standards.

16. How do I know if a product is unsafe to eat?
If a product smells bad, looks unusual, or does not behave normally after thawing, do not consume it and contact us immediately.

🔁 Returns & Claims

17. Can I return a product if I don’t like it?
No. Due to the perishable nature of the products, we do not accept standard returns. Claims are only accepted for damaged or mishandled shipments with photo evidence.

18. How soon should I report a problem?
Any damage or deterioration should be reported as soon as possible, ideally the same day of delivery.

19. What if items are missing from my order?
Please contact our support team with photos and order details, and we will evaluate your case to provide the appropriate solution.

20. Do you cover losses due to improper freezer storage?
No. Duques Distributor is only responsible until proper delivery to the carrier and receipt by the customer.