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FAQ
Frequently Asked Questions
Here you’ll find answers to the most common questions about shopping with Braziliana — from how to place your order, shipping times, taxes, and payments, to refunds, promotions, and support. Our goal is to make your shopping experience clear, safe, and worry-free.
You can make your purchases directly through our website or via WhatsApp, having one of our representatives complete your purchase by accessing our product catalog. In both cases, the selected items will be added automatically, and you'll see the total purchase price, including any taxes that may be charged by the Federal Revenue Service. The shopping cart displays everything clearly so you know exactly how much you'll pay.
Yes! Our website is available 24/7, so you can shop whenever you want—with or without the help of our support team. Feel free to explore and complete your order at your leisure!
Braziliana has its own carrier (Braziliana Global), certified in the United States, and officially contracted with the Brazilian Postal Service for door-to-door deliveries. All orders depart from our headquarters in North Carolina to Miami, Florida, bound for Brazil by air freight, with full tracking available on the Brazilian Postal Service website as soon as the label is generated. We also offer insured shipping for even greater peace of mind.
Yes, all international purchases are subject to taxation by the Federal Revenue Service, regardless of value. Even smaller packages will be charged taxes upon arrival in Brazil. To pay your taxes, you must track your box's progress on the Correios website using the tracking number provided by Braziliana. Once your taxes are released for payment, you must access the "My Imports" portal to check and pay them. After payment, your order will be released for delivery to your address. If needed, our team is available to guide you through the entire process.
Yes! All products in our catalog are pre-registered with the correct name, brand, and value. This means your customs declaration is automatically completed in accordance with the IRS requirements, ensuring greater security and agility in the import process.
Yes! Safety is one of our priorities.
- All products are purchased from official stores and manually checked before shipping.
- Priority packaging option, with guaranteed delivery or money back if your box is misplaced, lost, or stolen in Brazil.
- The shipment has full tracking, from the moment it leaves our headquarters until it is delivered to your address.
- Our support team is always available to answer questions or offer assistance at any stage of the process.
All shipments are processed in the order in which they are received. However, by opting for Priority Packaging ($100 per box), your order receives priority service and skips the line. This service offers a delivery guarantee: If your box is misplaced, stolen, or lost in Brazil, you are entitled to a resend of the same products or a refund of the amount paid (service fee not included). To activate the guarantee, you must register the incident in the Correios "My Imports" portal, proving the failed delivery. This is the ideal option for those seeking greater security and agility in the shipping process.
Since Braziliana doesn't maintain its own inventory, all products in your cart are only purchased after payment confirmation. The delivery time for products to arrive at our headquarters in the United States can vary between 5 and 15 business days, depending on the store where they were purchased. Once all items are received and checked, your box will be prepared for shipment to Brazil. You'll be notified and can follow each step of the process!
The average delivery time is 20 to 30 calendar days after the cargo is loaded onto the flight. Factors such as flight conditions, internal logistics at the Brazilian Post Office, and possible inspections by the Federal Revenue Service can influence this timeframe. You can track your package's entire journey using the tracking code, and if needed, our support team is always available for updates and clarifications.
If you opted for Priority Packaging, your package is guaranteed delivery. In cases of theft, misplacement, or loss of the box by the Post Office, you can choose between:
- Resending the goods, or
- Refund of the declared value of the products.
This guarantee covers only the value of the products and does not include reimbursement of service fees.
⚠️ Important: The warranty does not apply to cases such as:
- Abandonment of merchandise;
- Retention due to inspection by the Federal Revenue Service;
- Failure to pay taxes;
- Refusal to nationalize the order by the inspection bodies.
To request a refund of your tax paid, you must register the incident on the Correios “My Imports” portal.
We accept payments in dollars or reais—you choose your preferred currency at the time of purchase. The available payment methods are:
- Pix
- Credit card (Payment in up to 12 installments)
- Bank transfer (upon request to our support)
All transactions are 100% safe and secure by our payment systems.
No. At Braziliana, each cart generates an individual box. Since we offer free shipping on any purchase, it's no longer necessary to consolidate orders to save on shipping. You can purchase as many times as you want—your products will be packaged and shipped according to the purchase order. If orders are placed within the cargo closing window, they can travel on the same flight, but still in separate boxes, one for each cart.
📦 Weight and measurement limits per box:
- Maximum weight: 30 kg
- Maximum measurements: no side may exceed 90 cm
- Sum of 3 sides (L + W + H): up to 1.90 m
If your purchases exceed these limits, you'll need to split them into more than one box. In these cases, an additional service fee will be charged, proportional to the weight of each box shipped.
Yes! Braziliana offers a safe and transparent service from start to finish.
- We ship directly from the United States to your address in Brazil, via air freight.
- We are a company with our own officially certified transport company in the USA and have a contract with the Brazilian Post Office for door-to-door delivery.
- All shipments come with full tracking, so you can follow every step of the delivery.
Our mission is to ensure that your order arrives safely, conveniently and with peace of mind.
It is not permitted to send products prohibited by Anvisa or the Federal Revenue Service, such as:
- Firearms or replicas
- Flammable or explosive products
- Non-prescription controlled medications
- Perishable foods, among others
Before finalizing your purchase, we recommend consulting the official lists:
Shipping prohibited items may result in the merchandise being held or destroyed without refund.
Yes! Braziliana offers a purchase advisory service to everyone. If you found a product on another website or store, just send us the link via WhatsApp. Our team will analyze it and prepare a personalized quote for you with all the information you need to complete your purchase safely.
Once your order is shipped, you'll receive a tracking code to track its entire journey. Tracking can be done in two ways:
- Through the customer area at Correios, in the “My Imports” section, with access to the complete history of movements and status updated in real time.
You will always be aware of where your order is!
Yes, you can request a cancellation. However, since all products are purchased on-demand, a flat $100 fee will apply, regardless of the time elapsed since payment. This fee covers:
- The journey to the store
- The purchase, transportation and packaging of the merchandise
- Operating costs with returns and possible material losses
Important: This fee applies regardless of the reason for cancellation, as the purchase process will have already started once payment is confirmed.
No. Braziliana's product purchase and redirection services are intended exclusively for personal use. During the Federal Revenue Service inspection, if the package is identified as having commercial characteristics (such as a large quantity of the same item), it may be blocked for nationalization, resulting in the retention or return of the merchandise. To ensure proper clearance, we always recommend purchasing quantities compatible with personal use.
Braziliana guarantees that all products are correctly purchased, inspected, packaged, and shipped to Brazil. After the package is delivered to the Brazilian Post Office, the Federal Revenue Service begins its inspection process, and the consumer becomes responsible for the package. This includes:
- Tracking monitoring
- Tax payment (Payment deadline given by the Federal Revenue Service is 20 calendar days)
- Resolution of any pending issues on the “My Imports” portal
⚠️ Braziliana's operations officially end when the merchandise is nationalized or rejected by regulatory agencies. Even so, our team remains available to provide guidance and assistance whenever necessary.
If your order is not authorized for import, it may be returned to the United States for the following reasons:
- Incorrect registration data or data in the name of third parties declared to the Federal Revenue Service;
- Decision by other regulatory bodies, such as Anvisa, MAPA, Ibama, among others.
How to check:
- Access the Post Office website and enter the tracking code.
- If the message is "Importation not authorized", go to the My Imports portal:
- If this is your first time accessing the site, register your CPF.
- Log in and search for your tracking code.
- Click “View Incidents” to see the reason for the rejection.
- If it says "Return abroad", please contact our support team so we can guide you on the next steps.
⚠️ Important:
The Federal Revenue Service, the Post Office, and regulatory agencies do not issue formal statements regarding the return of goods abroad. Braziliana is not responsible for the nationalization process of your package or for returns or retentions made by Brazilian authorities. Our role ends when the package is delivered to the airline for shipment to Brazil. Even so, our support team is available to guide you whenever you need it.
1. CPF with irregular registration status:
If the CPF provided has pending issues or irregularities in the Federal Revenue database, your order will be automatically denied and returned abroad after authorization for return by the Federal Revenue.
Before making your first international purchase, we recommend checking your CPF status:
⚠️ 2. CPF does not match the recipient's name:
If the CPF provided is not linked to the recipient's name, the Federal Revenue Service may also deny nationalization of the package, resulting in a return. In this case, update your information on the website where the purchase was made and always verify that the CPF and name entered are exactly as they appear on the Federal Revenue Service's records.
✅ Keeping your CPF up to date and with the correct information is essential to avoid delays, returns, and problems with international purchases.
Braziliana's service fee is calculated based on the total weight of your box, adding the weight of the products + the weight of the packaging used in shipping.
📦 Minimum weight: Up to 1 kg
📦 Maximum weight per box: 30 kg
💲 Fee amount: US$ 39 per kilogram (kg)
The calculation always considers the total weight rounded up.
Example:
- Products: 3.5 kg
- Packaging: 0.6 kg
- Total: 4.1 kg → 4 to 5 kg grid charge
- Calculation: US$ 39 x 5 kg = US$ 195
⚠️ Important: This fee does not include taxes, which must be paid directly to the Federal Revenue Service at the time of nationalization of the order.
By making a purchase with Braziliana, the customer acknowledges that the products are imported and subject to the laws and regulations of the United States, as well as Brazilian customs legislation. By using our services, the customer fully accepts all terms and conditions established by Braziliana, including:
- Purchasing procedures
- Shipping methods
- Taxation processes
- Cancellation Policy
- Responsibility policy regarding shipping and nationalization of orders
Braziliana reserves the right to modify, at any time and without prior notice, any condition, policy, service or price charged, aiming to:
- Improve customer experience
- Maintain compliance with legal or operational changes
We recommend that all customers review the current terms periodically before making new purchases or using our services.
If the product is out of stock when our team processes your purchase, the corresponding amount will be refunded as credit to your Braziliana online wallet. You can:
- Use this credit on a future purchase (90 calendar days for use), or
- Request a refund using the same original payment method.
Our customer service team will also be available to help you find a similar product if you wish.
The credits available in your Braziliana wallet are valid for 90 calendar days from the date of release. After this period, the credits automatically expire and are removed from your balance. We recommend using them within the validity period to ensure full benefit.
FAQ
Frequently Ask Questions
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You can make your purchases directly through our website or via WhatsApp, having one of our representatives complete your purchase by accessing our product catalog. In both cases, the selected items will be added automatically, and you'll see the total purchase price, including any taxes that may be charged by the Federal Revenue Service. The shopping cart displays everything clearly so you know exactly how much you'll pay.
Yes! Our website is available 24/7, so you can shop whenever you want—with or without the help of our support team. Feel free to explore and complete your order at your leisure!
Braziliana has its own carrier (Braziliana Global), certified in the United States, and officially contracted with the Brazilian Postal Service for door-to-door deliveries. All orders depart from our headquarters in North Carolina to Miami, Florida, bound for Brazil by air freight, with full tracking available on the Brazilian Postal Service website as soon as the label is generated. We also offer insured shipping for even greater peace of mind.
Yes, all international purchases are subject to taxation by the Federal Revenue Service, regardless of value. Even smaller packages will be charged taxes upon arrival in Brazil. To pay your taxes, you must track your box's progress on the Correios website using the tracking number provided by Braziliana. Once your taxes are released for payment, you must access the "My Imports" portal to check and pay them. After payment, your order will be released for delivery to your address. If needed, our team is available to guide you through the entire process.
Yes! All products in our catalog are pre-registered with the correct name, brand, and value. This means your customs declaration is automatically completed in accordance with the IRS requirements, ensuring greater security and agility in the import process.
Yes! Safety is one of our priorities.
- All products are purchased from official stores and manually checked before shipping.
- Priority packaging option, with guaranteed delivery or money back if your box is misplaced, lost, or stolen in Brazil.
- The shipment has full tracking, from the moment it leaves our headquarters until it is delivered to your address.
- Our support team is always available to answer questions or offer assistance at any stage of the process.
All shipments are processed in the order in which they are received. However, by opting for Priority Packaging ($100 per box), your order receives priority service and skips the line. This service offers a delivery guarantee: If your box is misplaced, stolen, or lost in Brazil, you are entitled to a resend of the same products or a refund of the amount paid (service fee not included). To activate the guarantee, you must register the incident in the Correios "My Imports" portal, proving the failed delivery. This is the ideal option for those seeking greater security and agility in the shipping process.
Since Braziliana doesn't maintain its own inventory, all products in your cart are only purchased after payment confirmation. The delivery time for products to arrive at our headquarters in the United States can vary between 5 and 15 business days, depending on the store where they were purchased. Once all items are received and checked, your box will be prepared for shipment to Brazil. You'll be notified and can follow each step of the process!
The average delivery time is 20 to 30 calendar days after the cargo is loaded onto the flight. Factors such as flight conditions, internal logistics at the Brazilian Post Office, and possible inspections by the Federal Revenue Service can influence this timeframe. You can track your package's entire journey using the tracking code, and if needed, our support team is always available for updates and clarifications.
If you opted for Priority Packaging, your package is guaranteed delivery. In cases of theft, misplacement, or loss of the box by the Post Office, you can choose between:
- Resending the goods, or
- Refund of the declared value of the products.
⚠️ Important: The warranty does not apply to cases such as:
- Abandonment of merchandise;
- Retention due to inspection by the Federal Revenue Service;
- Failure to pay taxes;
- Refusal to nationalize the order by the inspection bodies.
We accept payments in dollars or reais—you choose your preferred currency at the time of purchase. The available payment methods are:
- Pix
- Credit card (Payment in up to 12 installments)
- Bank transfer (upon request to our support)
All transactions are 100% safe and secure by our payment systems.
No. At Braziliana, each cart generates an individual box. Since we offer free shipping on any purchase, it's no longer necessary to consolidate orders to save on shipping. You can purchase as many times as you want—your products will be packaged and shipped according to the purchase order. If orders are placed within the cargo closing window, they can travel on the same flight, but still in separate boxes, one for each cart.
📦 Weight and measurement limits per box:
- Maximum weight: 30 kg
- Maximum measurements: no side may exceed 90 cm
- Sum of 3 sides (L + W + H): up to 1.90 m
If your purchases exceed these limits, you'll need to split them into more than one box. In these cases, an additional service fee will be charged, proportional to the weight of each box shipped.
Yes! Braziliana offers a safe and transparent service from start to finish.
- We ship directly from the United States to your address in Brazil, via air freight.
- We are a company with our own officially certified transport company in the USA and have a contract with the Brazilian Post Office for door-to-door delivery.
- All shipments come with full tracking, so you can follow every step of the delivery.
Our mission is to ensure that your order arrives safely, conveniently and with peace of mind.
It is not permitted to send products prohibited by Anvisa or the Federal Revenue Service, such as:
- Firearms or replicas
- Flammable or explosive products
- Non-prescription controlled medications
- Perishable foods, among others
Before finalizing your purchase, we recommend consulting the official lists:
Shipping prohibited items may result in the merchandise being held or destroyed without refund.
Yes! Braziliana offers a purchase advisory service to everyone. If you found a product on another website or store, just send us the link via WhatsApp. Our team will analyze it and prepare a personalized quote for you with all the information you need to complete your purchase safely.
Once your order is shipped, you'll receive a tracking code to track its entire journey. Tracking can be done in two ways:
- Through the customer area at Correios, in the “My Imports” section, with access to the complete history of movements and status updated in real time.
Yes, you can request a cancellation. However, since all products are purchased on-demand, a flat $100 fee will apply, regardless of the time elapsed since payment. This fee covers:
- The journey to the store
- The purchase, transportation and packaging of the merchandise
- Operating costs with returns and possible material losses
Important: This fee applies regardless of the reason for cancellation, as the purchase process will have already started once payment is confirmed.
No. Braziliana's product purchase and redirection services are intended exclusively for personal use. During the Federal Revenue Service inspection, if the package is identified as having commercial characteristics (such as a large quantity of the same item), it may be blocked for nationalization, resulting in the retention or return of the merchandise. To ensure proper clearance, we always recommend purchasing quantities compatible with personal use.
Braziliana guarantees that all products are correctly purchased, inspected, packaged, and shipped to Brazil. After the package is delivered to the Brazilian Post Office, the Federal Revenue Service begins its inspection process, and the consumer becomes responsible for the package. This includes:
- Tracking monitoring
- Tax payment (Payment deadline given by the Federal Revenue Service is 20 calendar days)
- Resolution of any pending issues on the “My Imports” portal
⚠️ Braziliana's operations officially end when the merchandise is nationalized or rejected by regulatory agencies. Even so, our team remains available to provide guidance and assistance whenever necessary.
If your order is not authorized for import, it may be returned to the United States for the following reasons:
- Incorrect registration data or data in the name of third parties declared to the Federal Revenue Service;
- Decision by other regulatory bodies, such as Anvisa, MAPA, Ibama, among others.
How to check:
- Access the Post Office website and enter the tracking code.
- If the message is "Importation not authorized", go to the My Imports portal:
- If this is your first time accessing the site, register your CPF.
- Log in and search for your tracking code.
- Click “View Incidents” to see the reason for the rejection.
- If it says "Return abroad", please contact our support team so we can guide you on the next steps.
⚠️ Important:
The Federal Revenue Service, the Post Office, and regulatory agencies do not issue formal statements regarding the return of goods abroad. Braziliana is not responsible for the nationalization process of your package or for returns or retentions made by Brazilian authorities. Our role ends when the package is delivered to the airline for shipment to Brazil. Even so, our support team is available to guide you whenever you need it.
1. CPF with irregular registration status:
If the CPF provided has pending issues or irregularities in the Federal Revenue database, your order will be automatically denied and returned abroad after authorization for return by the Federal Revenue.
Before making your first international purchase, we recommend checking your CPF status:
⚠️ 2. CPF does not match the recipient's name:
If the CPF provided is not linked to the recipient's name, the Federal Revenue Service may also deny nationalization of the package, resulting in a return. In this case, update your information on the website where the purchase was made and always verify that the CPF and name entered are exactly as they appear on the Federal Revenue Service's records.
✅ Keeping your CPF up to date and with the correct information is essential to avoid delays, returns, and problems with international purchases.
Braziliana's service fee is calculated based on the total weight of your box, adding the weight of the products + the weight of the packaging used in shipping.
📦 Minimum weight: Up to 1 kg
📦 Maximum weight per box: 30 kg
💲 Fee amount: US$ 39 per kilogram (kg)
The calculation always considers the total weight rounded up.
Example:
- Products: 3.5 kg
- Packaging: 0.6 kg
- Total: 4.1 kg → 4 to 5 kg grid charge
- Calculation: US$ 39 x 5 kg = US$ 195
⚠️ Important: This fee does not include taxes, which must be paid directly to the Federal Revenue Service at the time of nationalization of the order.
By making a purchase with Braziliana, the customer acknowledges that the products are imported and subject to the laws and regulations of the United States, as well as Brazilian customs legislation. By using our services, the customer fully accepts all terms and conditions established by Braziliana, including:
- Purchasing procedures
- Shipping methods
- Taxation processes
- Cancellation Policy
- Responsibility policy regarding shipping and nationalization of orders
Braziliana reserves the right to modify, at any time and without prior notice, any condition, policy, service or price charged, aiming to:
- Improve customer experience
- Maintain compliance with legal or operational changes
We recommend that all customers review the current terms periodically before making new purchases or using our services.
If the product is out of stock when our team processes your purchase, the corresponding amount will be refunded as credit to your Braziliana online wallet. You can:
- Use this credit on a future purchase (90 calendar days for use), or
- Request a refund using the same original payment method.
Our customer service team will also be available to help you find a similar product if you wish.
The credits available in your Braziliana wallet are valid for 90 calendar days from the date of release. After this period, the credits automatically expire and are removed from your balance. We recommend using them within the validity period to ensure full benefit.
The right place for the right choice.
Shop safely and confidently with Braziliana. From purchase to delivery, we provide secure payments, complete tracking, and dedicated support to guide you at every step.
Need more help?
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About Us
Discover who we are and what we stand for. At Braziliana, we combine quality, trust, and dedication to bring the best experience to our customers.
