Find answers to your questions
Purchases and Orders
Can the customer shop without creating an account?
A/ No. To purchase from the online store, the customer must be registered with an account.
What are the steps to follow to make the purchase?
A/ The customer must Register/Log in to the https://www.jallshop.com store, then select the pick-up office for the products to be purchased, add the desired products to the Cart and proceed to payment.
Can the customer cancel or return their order after paying for it?
A/ Depending on the cancellation and return policy of each product defined in the Terms and Conditions of Jallshop.
How to make cancellations, refunds or complaints?
A/ For cancellations and refunds, please contact us through the Assistance channels defined in the policy established for this purpose. For complaints, please contact us through any of the contact channels enabled by Jallshop.
What payment methods do you accept?
R/ Jallshop receives payments through the international cards VISA, Mastercard, American Express and UnionPay in the different credit, debit and prepaid modalities.
Products and Stock
How do I know if a product is available?
A/ The customer will see the availability of the product at the selected collection office.
Services and Support
How to contact customer service?
A/ You can access:
a) E-mail: contact.jallshop@jallcomba.com
b) Phone: +1 (876) 467 -7361
c) Whatsapp: +1 (876) 467 -7361
d) For attention in Cuba: 800 52552
In addition, ETECSA offers the +5352642266 number for attention to local customers, as well as to its commercial offices where it can be attended in Spanish and English.
International Top-Up Service
What does the international recharge service consist of?
A/ It consists of making recharges for friends and family (beneficiaries) in Cuba.
What is the minimum and maximum amount to recharge?
A/ The recharge amounts are 250.00 CUP, 500.00 CUP, 600.00 CUP, 700.00 CUP and 1250.00 CUP.
How many top-ups can I make? Is there a limit?
A/ You can make multiple top-ups, as long as you do not exceed the maximum amount of the main balance:
|
No. |
Parameter |
Maximum Limit |
|
1 |
Main Account |
500 000.00 CUP |
How does the beneficiary in Cuba know that he has received an international recharge?
A/ The user in Cuba receives an SMS informing him that his account has been recharged. However, it is important to remember that notification SMS is valid for a period of time and that, in order to receive them, the mobile phone must be active and in a place with adequate coverage. Beneficiaries can also make balance inquiries through *222#.
Can I enjoy discounts, promotions and coupons?
A/ Yes. All current discounts, promotions and coupons will be posted on our site https://www.jallshop.com.
How long is the recharge made to beneficiaries in Cuba valid?
A/ The recharged amount you receive as a balance in your main account will be available during the term of the line (330 days active + 180 days suspended) if a new recharge is not executed.
In the case of subsidised resources, the term defined in the promotion will be fulfilled.
What can a beneficiary do with the recharge made?
With the main balance, the beneficiary can enjoy the variety of services offered by ETECSA, including making national and international calls, buying combined packages of data, minutes and SMS, and transferring balances.
What do I do if I topped up an incorrect number?
You must verify the number before completing the payment. If the operator confirms that the top-up was successful, the transaction cannot be canceled.
What should I do if I'm making a top-up and receive an error message?
Please contact us by email at contact.jallshop@jallcomba.com, by WhatsApp at +1 876 467 7361, or by chatting with us on the Store.
How to contact customer service?
A/ You can access:
Email: contact.jallshop@jallcomba.com
Phone: +1 (876) 467 -7361
Whatsapp: +1 (876) 467 -7361
For attention in Cuba: 800 52552
In addition, ETECSA offers the +5352642266 number for attention to local customers, as well as to its commercial offices where it can be attended in Spanish and English.
Tourist SIM Service
What is a Tourist SIM ?
A/ A temporary mobile line for tourists with national and international data, voice and SMS resources available for their stay in Cuba.
What are the offers of the Tourist SIM service ?
Can I top up my Tourist SIM card ?
A/ This line does not support top-ups; you can purchase additional minute and data packages on our website https://www.jallshop.com
Is the line permanent?
A/ No, the line is temporary.
If I purchase an additional package, either data or minutes, does it extend the validity of my line?
A/ Yes, the service will extend its validity by 30 days.
These offers are available at:
Where can I pick up my Tourist SIM card upon arrival in Cuba?
In Cuba you can request your Tourist SIM card upon arrival at the airports:
· José Martí Airport in Havana, Terminal 3, Hall C. At the CubacelTur point of sale.
· José Martí de La Habana, terminal 2. At the ETECSA Minipoint.
· Juan Gualberto Gómez, Varadero, Matanzas. At the CubacelTur point of sale.
· Abel Santamaría, Santa Clara. At the CubacelTur point of sale.
· Cayo Coco International Airport, Ciego de Ávila. At the CubacelTur sales point.
· Ignacio Agramonte, Camagüey. At the CubacelTur point of sale.
· Frank País, Holguín. At the CubacelTur point of sale.
· Antonio Maceo, Santiago de Cuba. At the CubacelTur point of sale.
When can I pick up my Tourist SIM card ?
A/ The customer has a limit of 30 days to collect their Tourist SIM line .
What phone specifications are required to use the service?
To use the service, your phone must be unlocked and operate on the following bands:
NETWORK BAND FREQUENCY
3G 8 900
3G 1 2100
4G 3 1800
To use the data service, you must configure the nauta access point on your phone.
How can I check the MB I have on my Cubacel Turista card? How can I check how much time is left before my line expires?
By dialing *222*887#, you can see your available MB, minutes, and SMS messages, as well as the expiration date of your plan.
How do I contact customer service?
A/ You can access:
a) Email: contact.jallshop@jallcomba.com
b) Telephone: +1 (876) 467 -7361
c) WhatsApp: +1 (876) 467 -7361
d) For assistance in Cuba: 800 52552
In addition, ETECSA offers the number +5352642266 for local customer service, as well as its commercial offices where you can be served in Spanish and English.
Can I enjoy discounts, promotions, and coupons?
A: Yes. All current discounts, promotions, and coupons will be published on our website.
How many Tourist SIM lines can I purchase?
A/ A maximum of 3 lines can be purchased per beneficiary.
Who can buy a Tourist SIM card ?
A/ Customers over 18 years of age can purchase the Tourist SIM line .
Can the service be enjoyed with an eSIM?
A/ At this time it is not possible to enjoy the service from an eSIM, the service requires a USIM.
What do I need to present to collect my Tourist SIM card ?
A/ The beneficiary must present the Passport or Identity Card registered at the time of purchase and the secret code.
If I didn't buy my Tourist SIM card beforehand, can I buy it once I arrive in Cuba?
A/ You can purchase a line by accessing https://www.jallshop.com , selecting your desired collection office.
Equipment and Accessories Sales Service
How does the beneficiary in Cuba receive the equipment and/or accessory that was purchased from www.jallshop.com?
A/ The beneficiary must collect the purchased equipment and/or accessory at the commercial office declared by the customer at the time of purchase within 30 calendar days after the purchase.
What information must the beneficiary provide to collect their equipment and/or accessory ?
A/ The beneficiary must present at the selected commercial office, a secret code consisting of 12 digits and their identification document (identity card if Cuban or passport if foreign).
How does the recipient receive the secret code that they must present at the commercial office to collect their equipment and/or accessory ?
A/ The buyer or customer has the obligation to inform the beneficiary of the secret code (12 digits) and the office where they must pick up their equipment and/or accessory.
How much time does the beneficiary have to collect their equipment and/or accessory ?
A/ The beneficiary must appear at the office selected by the client starting 72 hours after the purchase has been made and before 30 calendar days.
How many pieces of equipment and/or accessories can be purchased for a beneficiary?
A/ There is no limit to the number of equipment and/or accessories that can be purchased from the same beneficiary.
What is the warranty for equipment and accessories purchased at www.jallshop.com?
A/ The warranty policy of www.jallshop.com corresponds to the policies of the supplier of these products. Please consult the associated information before purchasing.
What happens if the beneficiary does not collect their equipment and accessories within the established time (30 days from the purchase)?
A/ Any equipment and/or accessories not collected within the established period will not be delivered to the recipient. In these cases, customers should contact us through our customer service channels to learn about the return and refund policy, which varies depending on the specific situation.
What should the beneficiary do if there is any problem when collecting their equipment and/or accessory at the commercial office?
A/ If, at the time of collecting your equipment and/or accessory, there are any discrepancies between the information provided by the recipient and the information displayed by the system at the sales office, the recipient should contact customer service at www.jallshop.com or the customer service department to confirm the secret code.
We guarantee the availability of the equipment and/or accessories purchased at the selected sales office.
How can I get information about the sale of equipment and accessories at www.jallshop.com ?
A/ Customers can obtain information about the sale of equipment and/or accessories at www.jallshop.com through their customer service channels :
a) Email: contact.jallshop@jallcomba.com
b) Telephone: +1 (876) 467 -7361
c) WhatsApp : +1 (876) 467-7361
d) For assistance in Cuba: 800 52552
Navega100 Service
Where do I pick up my Navega100?
The recipient must pick up the modem and SIM card at the sales office they selected at the time of purchase within 30 calendar days of the purchase date.
How can I check the available data and its expiration date?
Through the Nauta Portal and ETECSA Online Services.
What happens if the recipient does not pick up their Navega100 within the established timeframe?
Any NAVEGA100 not picked up within the established period will not be delivered to the recipient. In these cases, customers should contact customer service to learn about the return and refund policy, which varies depending on the specific situation.
What information do I need to present to pick up my Navega100?
The recipient must present a 12-digit secret code and their identification document (national identity card if Cuban or passport if foreign) at the selected sales office. 5. How does the recipient receive the secret code they must present at the sales office to pick up their modem and SIM card?
The buyer or customer is obligated to inform the recipient of the secret code (12 digits) and the office where they should pick up their modem and SIM card.
What is the warranty for equipment and accessories purchased at www.jallshop.com?
The warranty policy of www.jallshop.com corresponds to the policies of the product supplier. Please consult the associated information before purchasing.
What should the recipient do if there is a problem when picking up their modem and SIM card at the sales office?
When picking up their modem and SIM card, there may be discrepancies between the information provided by the recipient and the information displayed by the system at the sales office. In this case, the recipient should contact www.jallshop.com customer service or the customer service representative to confirm the secret code. We guarantee the availability of the equipment and/or accessories purchased at the selected sales office.
Equipment and Accessories Sales Service
What is the offer's validity period?
A/ The offer is valid while supplies last.
Is the smartwatch compatible with the phone included in the offer?
The smartwatch included in this offer is designed to be compatible with the phone.
What features does the smartwatch have?
A/ Features of this device include: physical activity monitoring, call and message notifications, GPS, and health functions such as heart rate and sleep monitoring.
How does someone in Cuba receive the offer they purchased at www.jallshop.com?
A/ The recipient must pick up the purchased offer at the sales office they specified at the time of purchase within 30 calendar days of the purchase.
What information does the recipient need to present to pick up their offer?
A/ The recipient must present a 12-digit secret code and their identification document (national identity card or passport) at the selected sales office.
How does the recipient receive the secret code they must present at the sales office to collect their device and/or accessory?
A/ The buyer or customer is responsible for informing the recipient of the secret code (12 digits) and the office where they must collect their offer.
How long does the recipient have to collect their offer?
A/ The recipient must go to the office selected by the customer within 72 hours of making the purchase and within 30 calendar days.
How many offers can be purchased for one recipient?
A/ There is no limit to the number of times a person can purchase the Samsung A22 Phone and STEREN BT200 Smartwatch offers.
What is the warranty for devices and accessories purchased at www.jallshop.com?
A/ The warranty policy of www.jallshop.com corresponds to the policies of the product supplier. Please consult the associated information before purchasing.
What happens if the recipient does not collect the offer within the established time (30 days from the date of purchase)?
A/ Offers not collected during the established period expire and will not be delivered to the beneficiaries. In these cases, customers lose the right to claim the offers from the distributor.
What should the beneficiary do if there is a problem when collecting the offer at the sales office?
A/ If, at the time of collecting their offer, there are discrepancies between the information provided by the beneficiary and that reflected by the system at the sales office, the beneficiary should contact customer service at www.jallshop.com or the customer service representative to confirm the secret code.
We guarantee the availability of the purchased offer at the selected sales office.
How can I obtain information about this offer or any other current offer?
A/ Customers can obtain information about this offer or any other current offer at www.jallshop.com through the following customer service channels:
a) Email: contact.jallshop@jallcomba.com
b) Phone: +1 (876) 467-7361
c) WhatsApp: +1 (876) 467-7361
d) For customer service in Cuba: 800 52552
Can’t find what you’re looking for?
Our Support Team is here to help you.
contact.jallshop@jallcomba.com | WhatsApp: +1 (876) 467-7361