Shipping and Returns Policy
Shipping preparation policy : Once your order/payment confirmation is received, it is prepared. When it is sent, the information of your tracking guide will be sent to your email or contact number according to the chosen shipping method.
- The store has a period of 2 to 4 business days to carry out the packing process, after which, the free delivery time is 8 to 20 business days, depending on the location.
- In the case of products purchased in the Pre-Sale, Promotions or Exclusive Launches mode, these may take time and will be sent according to the time indicated in the description of the same.
- In Express shipments your order will arrive from 2 to 3 business days maximum 5 depending on the Zone and Country of origin.
- In Economic / Standard shipments (Correos de México) your order will arrive from 7 to 15 business days depending on the area and country of origin and up to 20 for distant areas and complicated routes to arrive.
- Please note that delivery times may vary, depending on the product or service chosen and the origin/destination location relationship.
There may be exceptional situations that prevent these delivery deadlines from being met, such as promotional periods, unforeseen events with the courier service, system updates or circumstances of force majeure, it is the Recipient 's responsibility to be aware of them. If your shipment exceeds the expected delivery time, it is unfortunately delayed. We apologize for any inconvenience a delay may cause. Delivery delays may be due to weather events, problems with the customs process or strikes, etc. If your shipment does not arrive after 15 days from the stipulated delivery date, please contact us. As our contractual partners, the shipping companies, we can request that an investigation be carried out for lost items or items not yet delivered, said report and status will be made known to the customer in order to solve the problem.
It is important that you correctly fill in the data on the shipping form to avoid Returns of packages to our warehouse , since if they are returned to us due to incomplete information by the recipient or an error in the address, the client will have to pay the new expenses generated for resend your order (review package return policy).
In the shipping data you must put the Name of the person who will receive the package, Zip Code, Neighborhood , Street and Number , including street or avenue references, to avoid errors with the guide formats, likewise put a telephone number and check that your email is the one indicated so that you can receive your shipping updates. If any of this information is missing, Mil Mascaras Oficial is not responsible for delays or packages delivered incorrectly (check package return policy) .
Policy on Return of Packages to Our Warehouse : If we receive any notification from the parcel that the package is being returned to our warehouse due to an error in the address, incomplete data, there were more than 2 delivery attempts and the recipient was not found and other complications outside the shipping company and us, the customer must pay the return of the same based on the selected shipping method.
If the client wishes to put a new shipping address, a charge will be applied for data adjustment, since for security reasons we cannot modify the client's personal information, only with his authorization:
In case of having requested FREE shipping, the store is the one who pays for the shipping service, insurance and other additional expenses to send the product, therefore, when a failure beyond our control occurs, the customer must pay for its reshipment or exceptions presented in the same. Courier delays are not our responsibility, the customer can review the route of his shipment through his tracking guide in the mode that has been selected.
We will contact the customer by email to notify him that his package has been returned to us and he has up to 5 business days to respond, if this period passes without receiving a response from the customer, his Order will be invalidated and there will be no return or refund of any kind.
Express Shipping Policy: Both National and International Express shipments can arrive the next day or up to a maximum of 5 business days, everything depends on the Zone and Country of the recipient as well as climatic or emergency exceptions. For this reason, we activate notifications for the client regarding the progress and exceptions of the shipment, according to the means of contact provided by the client (email or cell phone). In the event that the package is detained at a branch near the client's address, the client can pick it up personally, carrying their tracking guide number and a valid official identification.
There may be exceptional situations that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates or circumstances of force majeure, but each exception will be notified to the customer by the means of contact provided in the store. , it is the responsibility of the Recipient to be aware of them.
Free Shipping Policy: Free shipments are sent through Correos de México parcel service, in National shipments they take from 8 to 20 business days , in International shipments they take from 1 to 3 months due to customs issues. It is important to enter your address correctly. There may be exceptional situations that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates or circumstances of force majeure.
Correos de México Policy : In this shipping mode, whether Economic, Standard or Free, the client must be aware of the tracking of their package on the Correos page, likewise if it does not arrive within the delivery margin time, the client must to communicate directly with them either by phone call or email and with your Guide number to request information about the status of your package. Correos de México can make up to 2 delivery attempts if the recipient is not found, the recipient must go to a Mexican post office near their home, to personally pick up their package and prevent it from being returned to the store's warehouse.
There may be exceptional situations that prevent these delivery times from being met, such as promotional periods, unforeseen events with the courier service, system updates or circumstances of force majeure. The foregoing is foreign to us, therefore the Client must be aware of the tracking of his package and contact the Post Office to request information about his order.
If your shipment does not arrive after 15 days from the stipulated delivery date, please contact us. As our contractual partners, the shipping companies, we can request that an investigation be carried out for lost items or items not yet delivered, said report and status will be made known to the customer in order to solve the problem.
Package Damage Policy : If your shipment was delivered through the local mail, you must go to your local post office within seven days to complete a damage report. Send this damage report to the email email@example.com. We will file a claim with the Shipping carriers for the damaged or lost package. Only the merchant or online store can make a claim, since they are the contractual partners.
Policy on lost shipments: Each Express Shipping package has its delivery policies and these vary according to each country. Mil Mascaras Oficial is responsible for complying with the shipment in a timely manner, notifying the customer of the tracking guide and activating all notifications so that they reach the recipient correctly, Mil Mascaras Official is not responsible for how each shipping company delivers , the client must be aware of the tracking according to the notifications received.
Due to the Pandemic , some companies are not requesting the signature of the recipient by means of a scanner due to sanitary measures, they can leave the package outside their home, or in mailboxes, this situation is already alien to the store, since it is a regulation of the companies themselves shipping.
If your shipment does not arrive after ten days from the stipulated delivery date, please contact us. As our contractual partners, we may request that an investigation be carried out for missing items. However, the way they deliver is not our responsibility, the recipient must be aware of each notification received.
Please note that delivery times may vary, depending on the product or service and the origin/destination location relationship, from 2 to 3 days for nearby countries and up to 20 days for distant countries. Unfortunately, delays of up to 10 days are possible due to weather events, customs processing issues, operational backlogs on orders, and more.
Return Policy: If the products are different from what you ordered, contact us immediately to resolve the situation.
In the case of signed products, such as Professional Masks, because they are products that have a personal dedication for the buyer, they cannot be returned. The buyer's complaint and report will have to be validated and a compensation adjustment and options will be made to apply in the store, since they will have to keep the product and it will be applied as long as they comply with the points mentioned below.
For products with factory defects, they can be returned (except Professional Masks), as long as the following points are met:
1. Have existence in stock.
2. The product must not have been washed or used in any way.
3. The product must not have suffered serious or irreparable damage or deterioration due to carelessness or cause attributable to the buyer.
4. The product must be presented in its original packaging and without the labels having come off. They must be returned in the same condition in which they were received. If you return a product that is different, missing, or in a different condition than the one we shipped, we will not be able to process your refund, or an adjustment will be made for what the Store originally paid to ship the product as well as the return freight.
5. If the product does not meet the conditions specified above, the request will not be processed. In these cases, Mil Máscaras Oficial reserves the right to charge again the costs of freight, packaging and other expenses that have been generated by not complying with what is specified.
6. If the reason for the exchange is a defective product or with factory/brand damage, the return cost will be borne by Mil Mascaras Official, complying with the aforementioned points. Once the product arrives to us, it will be duly reviewed by warehouse personnel. If, once evaluated, the factory damage is not detected based on the buyer's report, we will not be able to process your refund or, if not, comply with all of the above and detect the damage based on the Official Thousand Masks report will be borne by the expenses generated.
7. I f the reason for the change is because the customer did not like it and wishes to request another model other than the one purchased, the customer must bear the shipping costs and a charge adjustment will be made if the product has a different price. The photographs in the case of the masks are of the originals, so we ask you to review them before making your purchase and avoid this situation.
8. If the customer decides to make a return but other items are found in his Purchase Order and he only makes a partial return of his purchase, that is, he keeps other products, an adjustment will be made to his refund based on expenses originated from the Send your order for the first time in any Express, Economic or Free mode (Packaging, freight, shipping, etc.)
9. If the reason for returning the product is other than a damaged, defective or incorrect product, or it does not comply with the buyer's report, we will not reimburse you for the value of the packaging, shipping costs or any other service related to your order, We will only reimburse you for the value of the product by means of an electronic coupon that can be applied in the Store or, if it is Monetary, a discount and adjustments will have to be made for the effects of freight, packaging, insurance, etc.
10. If the reason for the change is due to an error in size and/or model, the cost of shipping and return will be borne by the customer. You have 2 business days after receiving your order, to request the change of your product.
11. In no case will Mil Mascaras Official be responsible for the costs caused by customs or the possible retention in them. (Applies only to international shipments)
12. It will also be the buyer's responsibility to make sure at the time of delivery that the shipment is in good condition. In this way, if the package is open or if the appearance of the packaging raises doubts or suspicions about infringements of the inviolability of the product, the customer must not receive it, immediately notifying the store through the Chat or to the following electronic address firstname.lastname@example.org
13. Similarly, if after opening and reviewing the product, the customer detects any irregularity in it, they must notify the seller within a maximum period of 2 days from receipt of the same.
14. The customer must return the product as originally received and the refund will be processed once we receive the item in our warehouse and it is reviewed by our staff, to verify that it meets all the requirements and return report. delivered by the customer. In this process, the customer must follow the return instructions, which will be sent in detail to your email based on the Express, Economic or Free shipping method.
15. If the product was purchased in a promotion or discount, changes or cancellations in promotions do not apply.
- Express Return : In shipments made by Express parcels (DHL / UPS) you will receive a pre-paid return label. You must prepare the product according to the instructions and once the package is received in our warehouse, it will be reviewed so that it complies with the aforementioned policies, if everything is correct, the purchased item will be reimbursed, if not meet the requirements we will not be able to process your refund or an adjustment will be determined . If other products were in the customer's order and it was only partially returned, an adjustment will be made in the refund (Detail point 7 on Returns policy)
- Return by Correos de México : In the case of Economic, Standard and Free shipments, the customer must pay for the return (Must request Basic / Traditional shipping) and once we have received the item, you can send an email to billing @milmascarasoficial.com attaching the postal service ticket to receive reimbursement. The guide and instructions will be sent to you by email. Once the package is received in our warehouse, it will be reviewed so that it complies with the aforementioned policies, if everything is correct, the purchased item will be refunded, if the requirements are not met, we will not be able to process your refund or either an adjustment will be determined . If other products were in the customer's order and it was only partially returned, an adjustment will be made in the refund (Detail point 7 on Returns policy)
National and International Express and Traditional shipments delivery times for Contingency and Exceptions:
IMPORTANT NOTICE: DUE TO SANITARY CONTINGENCY AND BAD WEATHER CONDITIONS, COURIERS MAY BE DELAYED WITH RESPECT TO THE DETAILED DELIVERY DATE.
These policies and conditions are subject to constant changes, so we invite you to review them periodically.