FAQ's

1. General questions

What is the status of my order?

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.

Can I change my order?

We can only change orders that have not yet been processed for shipment.

Once your order is in the "preparing for shipment", "shipping" or "delivered" status, then we will not be able to accept any changes to your order.

To make changes to your order, please contact technical support.

Where are they shipped?

We offer worldwide shipping.


How long does it take to ship my order?

Once you have placed your order, it normally takes 24 to 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:

  • México: 1-2 days
  • Estados Unidos: 3-4 days

2. Payment

What payment methods do you accept?

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.

In what currency will I be charged?

Currently we 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.

3. Shipping

Where do you ship?

We ship worldwide.

How long does it take to ship my order?

Once you have placed your order, it normally takes 24 to 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:

  • México: 1-2 days
  • Estados Unidos: 3-4 days

How can I track my package?

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 (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.

What happens if I am not at home?

If you are not at home, a new next day delivery will be made 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.

4. Returns

Do you accept returns?

We accept returns under the following conditions:

  • The item must have been sold in our online store.
  • The item should not have been used in any way.
  • The request for return or exchange is made within 28 days of delivery
  • The return is made within 14 days of the return or exchange request

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

Can I exchange an item?

We accept exchanges and follow the same conditions as returns.

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

Are returns free of charge?

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

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

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

How long does it take to process a return?

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

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

5. Other questions

¿Do you have any physical store?

We currently do not have any physical stores under our brand. However, we have several distributors in Europe, USA and Canada.

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

Is there a guarantee?  

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 respected:

  • The item must have been sold in our online store.
  • The item should not have been used in any way
  • The request for return or exchange is made within 28 days of delivery
  • The return is made within 14 days of the return or exchange request

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.

Search