{"id":3772,"date":"2025-04-22T21:58:12","date_gmt":"2025-04-22T21:58:12","guid":{"rendered":"http:\/\/citrino.ca\/?page_id=3772"},"modified":"2025-07-23T20:38:00","modified_gmt":"2025-07-23T20:38:00","slug":"frequently-asked-questions","status":"publish","type":"page","link":"https:\/\/citrino.ca\/en\/preguntas-frecuentes\/","title":{"rendered":"Preguntas frecuentes sobre env\u00edos"},"content":{"rendered":"
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\n\t\t\t\t\n\t\t\t\t\tfrequently asked questions<\/span>\n\t\t\t\t<\/span>\n\t\t\t\t<\/h1>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\tFrequently Asked Questions about Shipping <\/span>\n\t\t\t\t\n\t\t\t\t\tShipments to Latin America<\/span>\n\t\t\t\t<\/span>\n\t\t\t\t<\/h1>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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How can I send a package to Latin America? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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You can send your package to Latin America through our direct and secure shipping service. There are different rates and conditions depending on the destination country. To get a quote, you only need the weight, dimensions, and value of the box. \n<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What are the delivery times for shipments to Latin America? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Delivery time varies depending on the destination country and the type of service selected. Air shipments are the fastest and can arrive between two and 10 days. Sea shipments take 4 to 6 weeks.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What are the shipping fees? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Shipping rates depend on the weight, package dimensions, value of contents, and destination. You can check rates on our country-specific pages or calculate the exact cost using our online quoting tool or by contacting our customer service team.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Can I track my shipment? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Yes, all our shipments come with a tracking number that you can enter on our website to check the real-time status and location of your package.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What items are prohibited for shipments to Latin America? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Prohibited items vary by country of destination, but generally include dangerous substances, flammable products, cash, high-value jewelry, explosives, and certain restricted foods or medications. We recommend checking our list of prohibited items before shipping.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What documents do I need to send a package to Latin America? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Generally, the sender's information and the recipient's information are required for the package. Our support team can help you determine the specific requirements for your shipment.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Do you offer home pickup service? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Yes, we offer home pickup service in several cities. You can schedule a pickup through our platform or by calling our customer service center.\n<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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How can I pay for my shipment? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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We accept credit cards, debit cards, PayPal, and Interac e-Transfers. We also offer cash payment options at our Montreal office.\n<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What happens if my package is delayed or lost? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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If your package is delayed, you can check its status with the tracking number. In case of loss, we offer a claim process to determine responsibility and proceed with compensation according to our policies.\n<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Do you offer shipping insurance? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Yes, we offer insurance options to protect your package against loss. You can add insurance when you ship your package for an additional fee. A premium of 5% is charged based on the declared value of the contents.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Can I change the delivery address after shipping my package? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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In some cases, we can modify the delivery address if the package has not yet been dispatched. Contact us as soon as possible to check the possibility of making changes to the shipping address.\n<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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How do I contact customer service? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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You can contact our customer support team via our online chat, email, or by calling our contact number which is available on the website. We are here to help you with any questions or concerns.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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What is the declared value of a shipment? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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The declared value<\/b> is the price of the merchandise sent<\/b>, used as a base for the Tax and insurance calculation<\/b>. It is essential to declare this value correctly to avoid complications at customs and ensure adequate insurance coverage in case of loss or damage.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What is the difference between actual weight and volumetric weight? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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- Real weight<\/b>It is the weight that the scale registers when weighing the package.
\n- Volumetric weight<\/b>It is calculated based on the dimensions of the box and obtained with the formula: (Height x Length x Width) \u00f7 139 (to get pounds).
\nShipping companies use the Greater weight<\/b> (actual or volumetric) to determine shipping cost.<\/b>\n<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Do you have offices in the destination cities? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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We do not have our own offices in all countries, but we work with Logistics Alliance Companies<\/b> to ensure safe and fast deliveries.
\n- In Mexico<\/b>, we collaborate with Express Package and Estafeta<\/b>, which have an extensive network of drop-off points.
\n- In Colombia<\/b>, we work with Send<\/b>.
\nIn countries like Venezuela<\/b>, Honduras, El Salvador, and the rest of Central America we carry out the <\/b>direct home delivery<\/b>.\n<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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Is it mandatory to put my package in a box? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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It is recommended to carry the package well packed and with a detailed list of contents<\/b>. However, if you do not have a suitable box, we offer at our offices:

\n\u2705 Reinforced boxes<\/b> of different sizes.
\n\u2705 Packing stations<\/b> for greater comfort.
\n\u2705 Advice for secure packaging<\/b>.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What is plastic packaging used for? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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We offer the Lamination service with special packaging material<\/b>, designed for:

\n\u2714 Protect the box<\/b> of accidental openings.
\n\u2714 Avoid collapses or damage<\/b> during transport.
\n\u2714 Add extra security<\/b> in the transfer of your package.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t

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\n\t\t\t\t\tfrequently asked questions about <\/span>\n\t\t\t\t\n\t\t\t\t\tInternational Shipping<\/span>\n\t\t\t\t<\/span>\n\t\t\t\t<\/h1>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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\n\t\t\t\t\tfrequently asked questions about<\/span>\n\t\t\t\t\n\t\t\t\t\tP.O. Box Service<\/span>\n\t\t\t\t<\/span>\n\t\t\t\t<\/h1>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
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How does the locker service work? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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We assign you an address in Montreal, Canada. You can use it when shopping online at any store. When we receive your packages, we notify you, we can consolidate them if you wish, and we send them to your country.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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In which countries can I use this service? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Anywhere in the world! We have special experience with Latin America, but we ship to all international destinations.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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package consolidation <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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If you make multiple purchases, we can group your packages into a single shipment to save you on shipping and customs costs.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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How much does the service cost? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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The Locker Service is free. We only charge for package consolidation and shipping to the destination country. Our rates vary depending on weight, destination, and shipping type. Contact us and we will gladly provide you with a personalized quote. We have very competitive prices for Latin America.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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How long will it take for my package to arrive? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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It depends on the destination and the type of shipping you choose (economy or express). We offer several options for you to choose the one that best suits you.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t\t

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What if I have questions or need help with my purchase? <\/div><\/span>\n\t\t\t\t\t\t\t\n\t\t\t<\/path><\/svg><\/span>\n\t\t\t<\/path><\/svg><\/span>\n\t\t<\/span>\n\n\t\t\t\t\t\t<\/summary>\n\t\t\t\t
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Our team is always available to help you. We offer close and personalized attention, in Spanish, English, and French.<\/p>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/details>\n\t\t\t\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t

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\n\t\t\tDo you have doubts? Let's talk.<\/span><\/a>\n\t\t<\/div>\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t
\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>","protected":false},"excerpt":{"rendered":"

preguntas frecuentes preguntas frecuentes sobre Env\u00edo de Encomiendas a Latinoam\u00e9rica \u00bfC\u00f3mo puedo enviar un paquete a Latinoam\u00e9rica? Puedes enviar tu encomienda a Latinoam\u00e9rica a trav\u00e9s de nuestro servicio de env\u00edo directo y seguro. Seg\u00fan el pa\u00eds destino hay diferentes tarifas y condiciones. Para cotizar solo necesitas peso, medidas y valor de la caja. \u00bfCu\u00e1les son […]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"elementor_header_footer","meta":{"_acf_changed":false,"footnotes":""},"class_list":["post-3772","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/pages\/3772","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/comments?post=3772"}],"version-history":[{"count":21,"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/pages\/3772\/revisions"}],"predecessor-version":[{"id":4285,"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/pages\/3772\/revisions\/4285"}],"wp:attachment":[{"href":"https:\/\/citrino.ca\/en\/wp-json\/wp\/v2\/media?parent=3772"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}