Frequently asked questions

SHOPPING HELP

Quick answers for shopping from abroad and sending products to your family in Cuba.

Shopping and your account

Can I buy for someone in Cuba?

Yes. Choose your products and enter the recipient’s name, phone number and full delivery address. Check these details before confirming your order.

How do I place an order?

Browse the categories, add products to your cart and check the quantities. During checkout you can enter the delivery address and review the final amount before paying.

How do I reset my password?

On the sign-in page, select “Forgot your password?” and follow the instructions sent to your email.

Payments and prices

Which cards can I use?

We accept Visa, Mastercard, American Express and Discover through Stripe. We do not accept PayPal. Store prices are shown in USD.

Is payment secure?

The store uses an SSL-encrypted connection. Visit Secure payments for information about accepted payment methods.

Shipping and delivery

How much does delivery cost?

The rate depends on the location. Consult the delivery rate table and review the cost at checkout. Published special rates apply to purchases from USD 400.

When will my family receive the order?

As a general rule, orders for Villa Clara and Sancti Spíritus are dispatched within 24 hours of receiving payment. The published delivery time for Havana is 3 to 7 days. Always check the product page: made-to-order items and products with special delivery arrangements have their own delivery times.

What if my location is not listed?

Contact customer service before completing your purchase to confirm coverage and the delivery rate.

What are the delivery hours?

Every day, from 7 a.m. to 7 p.m.

Help with an order

What if there is a problem with a product?

Check the order when it arrives and contact us immediately. Include your order number, a description of the issue and, if possible, photographs. We will assess the issue under our returns policy.

How do I contact the store?

Email soporte@horizonwebmall.com or use the contact channels in the footer. Do not send passwords or full card details.