Frequently Asked Questions

What is RapidSur?

RapidSur is an online shopping service in Gran Canaria that lets you buy products from Amazon or other online stores, as long as they deliver to mainland Spain.
Once you’ve placed your order, you can collect it from one of our collection points on the island.

How can I contact customer service?

Our customer service opening hours are:
Monday to Thursday: 09:00–13:00 and 14:00–18:00
Friday: 09:00–13:00 and 14:00–17:00
You can contact us by email at canarias@rapidsur.com, call us on +34 828 819 974, or chat with us directly through our website.

Where can I collect my order?

You can collect your order from any of the following collection points:
Lavandería Aurora (Arinaga)
C. Alcalá Galiano, 24, 35118 Arinaga
Opening hours: Monday to Sunday, 08:00–22:00
Centro Comercial 7 Palmas
Av. Pintor Felo Monzón, 44, 35019 Las Palmas de Gran Canaria
Opening hours: Every day, 09:00–02:00
Repsol Petrol Station (Las Palmas de Gran Canaria)
Av. Federico García Lorca, 1, 35011 Las Palmas de Gran Canaria
Opening hours: 24 hours
Repsol Petrol Station (Guía)
Ctra. General del Norte, km 4, s/n, 35459 Santa María de Guía
Opening hours: 24 hours
Cepsa El Cubillo Petrol Station (Telde)
Cam. del Cubillo, 1, 35200 Telde
Opening hours: 24 hours
Moeve Petrol Station (Ingenio)
C. Juliano Bonny Gómez, 36, 35250 Ingenio
Opening hours: 24 hours

How long do I have to collect my order?

You have 24 working hours from the time you receive your QR code.

What happens if I don’t collect my order in time?

If you don’t collect your order within the specified timeframe, it will be moved to our El Goro warehouse, where you can collect it.
If you’d like us to send it back to a collection point, you’ll need to pay the service fee again.
If the order remains uncollected for three months, it will be considered abandoned and sent for waste disposal.

What happens if my order is too large for a collection point?

Depending on its size and weight, you’ll be able to collect it from our El Goro warehouse or from our premises at C. Ángel Guerra, 19, 35003 Las Palmas de Gran Canaria.
We’ll let you know by email where your order is available for collection.

Can I shop at online stores other than amazon.es?

Of course. You can shop at any online store.
You’ll find some popular stores on our homepage, but you can also paste a product link from any other store to start your purchase.

What happens if the seller isn’t authorised or there’s a problem with them?

If we detect that a seller is unauthorised or may cause problems, RapidSur will automatically cancel the order.
RapidSur cannot be held responsible for product defects, lack of warranty, shipping errors or the inability to return products purchased outside official sales channels.
To avoid these issues, we recommend using official product links validated by RapidSur.

How long will my order take to arrive?

Your order will usually arrive within 2–6 working days from the time we receive it from the seller.
Delivery times may vary due to factors such as weather, sea or air transport, or customs.
You can check your order status at any time from your order history.

What do the different order statuses mean?

Pending: Your order has been received and one of our agents will purchase it shortly.
Processed: Your order has been processed successfully and will be shipped soon.
In transit: We’ve received your product and it’s on its way to Gran Canaria. If you purchased from Amazon, the delivery dates will be updated once Amazon ships the order.
Rejected: We’re unable to purchase your order. You’ll receive a refund within 7–14 working days.
Ready for collection: Your order has arrived at your chosen collection point. You can collect it once you receive your QR code by email.
Delivered: Your order has been delivered.
Return requested: We’ve received your return request.
Return started: Your return has been approved and the return process has started.
Return rejected: Your return request has been rejected. If you have any questions, contact us at canarias@rapidsur.com.
Returned: Your order has been returned to the seller. Refunds can take 15–20 days, as the product needs to be sent back to mainland Spain and checked by the seller.
Cancelled: Your order has been cancelled.

Will I have to pay IGIC, customs charges or processing fees?

No surprises. The price shown on your order is always the final price.

Do I need Amazon Prime?

No. All our customers benefit from Amazon Prime prices and shipping advantages.

What are RapidSur’s rates?

Delivery to a collection point: €4.99
For items weighing 15 kg or more, an additional €4.99 applies for each additional 15 kg increment.

What happens if my order is delayed due to circumstances outside RapidSur’s control?

RapidSur cannot be held responsible for delays caused by circumstances outside our control, such as adverse weather, strikes or customs procedures.
As soon as transport services or customs operations resume, we’ll get your order to you as quickly as possible.

What should I do if my product arrives broken or damaged?

You have 24 hours from the time you receive your order to report any damage and request a replacement or return.
This applies to products purchased from Amazon and other online stores.
Email us at canarias@rapidsur.com with your order reference and photos of both the product and its packaging.

Can I return a product if I’ve changed my mind?

Yes, as long as the product has not been damaged.
A small surcharge per item will apply to cover the return logistics.

How do I request a return?

You can request a return from your order history.
You’ll need to provide photos of the product and its original packaging. We’ll then email you with the steps to follow.
Our returns team may ask you for additional information or documentation to process your request.
You’ll have 7 days to provide any requested information. If we don’t receive it within that timeframe, your return request will be automatically rejected.

What are the return deadlines?

The following deadlines apply:

• Right of withdrawal: 7 days from receipt of the product.
• Defective products purchased from stores other than Amazon: 24 hours from delivery.
• Orders delivered to a collection point: 3 working days.

Which products cannot be returned?

Returns cannot be accepted for:

• Hygiene products, food or products that have been opened or used.
• Personalised products.
• CDs or DVDs that have been unsealed.
• Mattresses that have been opened or unsealed, except in cases of manufacturing defects or inadequate protection.
• Products that have been assembled, do not have their original packaging, or have been damaged through incorrect handling or assembly.
• Products for which more than 30 days have passed since the estimated delivery date or more than 90 days have passed since the purchase date.

All returns are subject to verification of the product’s condition.

How much does it cost to return a product if I’ve changed my mind?

For returns where you’ve changed your mind:
Small item: €4.99 + any fee charged by the seller.
Larger item: €19.99 + any fee charged by the seller.

What warranty does my product have?

Your product has the same warranty offered by the original store.
If the product is defective, you can make a claim within the warranty period offered by the seller, up to a maximum of 2 years from the date you receive the product.
If your product arrives broken or damaged, remember that you must report it within 24 hours of receipt.

When will I receive my refund if my order is rejected or returned?

Refunds are usually processed within 5–15 working days.

What payment methods can I use?

You can pay by card or bank transfer.
Card payment: You’ll be redirected to a secure payment gateway. Your card details are stored only as a reference for future purchases and can be removed from your account at any time.
Bank transfer: You’ll find our bank details in the order section, where you can also upload your proof of payment.
RapidSur does not have access to your card details, and your card information does not pass through our servers.

Where can I find my invoice?

You can find your invoice in your order history. It will be generated once the product has been purchased.

Can I request an invoice as a company or self-employed professional?

Yes. You’ll need to request this before confirming your order.
If you need to change your invoice details afterwards, email canarias@rapidsur.com with your new billing details and order reference.

Does RapidSur have an app?

No, but our website works just as well on mobile as it does on desktop.

Can RapidSur employees see what I buy?

No employee can see the link between customers and the products they have purchased.
This information is only revealed if you give your consent when contacting customer service.

Are there any products I can’t buy through RapidSur?

Yes. The following categories are restricted:

• Food and drinks
• Weapons
• Tobacco
• Hazardous items
• Virtual goods, such as apps, video games, films and e-books
• Live animals

We also do not accept purchases from Amazon UK or other UK-based stores due to customs restrictions.

What if I can’t find the answer to my question?

We’re here to help.
You can contact us via chat on our website, call us on +34 828 819 974, email canarias@rapidsur.com, or message us on social media.

Updated on: 07/10/2026