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FAQ

General questions

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order has been shipped, we will send you another email to confirm the expected delivery date, as well as the link to track your order (when the delivery method allows it).

In addition, you can track the status of your order from the “order history” section of your account page on the website.

You can shop on our website with a debit or credit card.

We also offer support for Paypal, Amazon Pay, Apple Pay, and Google Pay.

You can choose these payment methods at checkout.

We currently only support the following currencies to charge our customers in their local currencies: MXN and USD.

If your credit or debit card uses another currency, then you will be charged in MXN and USD depending on the website you are on. Your bank will apply the conversation rate corresponding to the currency you choose.

Currently we do not have any physical store under our brand. However, we have several distributors in Europe, the USA and the UK. and Canada.

A complete list of stores that resell our products can be found on our store locator map.

We guarantee that any of our products manufactured by us and sold through our online store are free from defects. We will gladly accept any return or exchange request resulting from a defective item as long as the following conditions are met:

– The item must have been sold in our online shop.

– The article should not have been used in any way.

– Return or exchange request is made within 28 days of delivery.

– The return is made within 14 days of the request for return or exchange.

If you have a return or exchange request as a result of a defective item, please contact our support for more information on how to proceed.

Shipping

We currently ship to the United States and Mexico.

For shipments outside of these countries, please contact our support through our customer service department.

Once you have placed your order, it normally takes 24-48 hours to process it for delivery.

Below is the standard shipping time for the countries covered by our delivery partners. You can find them by choosing a delivery method before confirming your order:

– Mexico: 1-2 days

– United States: 3-4 days

Once you have placed your order, we will send you a confirmation email to track the status of your order.

Once your order is shipped, we will send you another email to confirm the expected delivery date, as well as the link to track your order (where the delivery method allows).

In addition, you can track the status of your order from the “order history” section of your account page on the website.

If you are not at home, a new delivery will be made the next day or the delivery partner will contact you to schedule a new delivery date depending on the country and delivery method you choose.

You may also need to go to your local post office to pick up your package in case it cannot be delivered.

Returns

We accept returns under the following conditions:

– The item must have been sold in our online shop.

– The article should not have been used in any way.

– Return or exchange request is made within 28 days of delivery.

– The return is made within 14 days of the request for return or exchange.

To request a refund, please contact our support using our helpdesk.

We accept exchanges and follow the same conditions as returns.

To request an exchange, please mention that you would like your item to be exchanged for another when you prepare your return with our support.

Returns within the United States are free of charge. You can refer to the delivery document inside your package to organize your return.

Returns from outside the United States are the responsibility of the purchaser.

Please feel free to contact our support agents through our helpdesk for more details.

Returns are confirmed within 14 days of receipt of the package in our warehouse.

Once the return has been accepted, the refund, exchange or credit will be issued within 14 days of acceptance of the return by our services.

Telephone

Mon-Fri: 9am-6pm (GMT-5)

Sat-Sun: 9am-6pm (GMT-5)

+52 55 5451 3189

We will contact you as soon as possible.

Chat

Mon-Fri: 9am-6pm (GMT-5)

Sat-Sun: 9am-6pm (GMT-5)