Shipping and Delivery Conditions

El plazo de entrega de un pedido se divide en dos partes:

Processing time: 2 days

Shipping time: 7-10 days

Shipping methods: yunexpress

Shipping fee:free

 Nota: Afectados por Covid-19, habrá algunos retrasos en la entrega.

1.INTERNATIONAL SHIPPING OF PRODUCTS
Your product will be shipped directly from our distribution centers outside of Mexico. Our estimated delivery time is 8 to 20 days, which may extend up to 20 business days depending on the location. We guarantee to send a tracking code so that the customer can follow the progress of the delivery.

The delivery time may be extended in very specific cases, mainly due to issues such as: delays, strikes, recesses, peak demand periods at Correos. All these situations are beyond our control.

The exceptional guarantees that your order will be delivered. We would like to point out here that we assume responsibility for refunding the total amount paid for the product that may be lost or misplaced before the Chile delivery system, the Post Office, receives the product.

1.1 What is this IOF tax that appears at the end of my purchase?

The Financial Transactions Tax is a federal tax established in 1966, by law 5.143 of the same year, and taxes any financial operation that falls under the following assumptions: credit operations, exchange operations, insurance, and any other type of operations related to securities and values.

Since we only deal with imported products, IOF registers our transactions as currency exchange transactions. According to Chilean law, the tax is charged in Chilean pesos.

1.2. Taxed or taxed products

The post office delivers most (around 99%) of special orders to the address requested by the customer at no charge, and postal shipping fees apply (starting August 27, 2018). However, in rare circumstances, the IRS may tax the claim. In these cases, the Post Office will send a notice to the registered address at the time of purchase notifying the customer that the product has been taxed. In this communication, pick up the package at the post office notified in the letter after paying the tax.
In this specific case, we recommend the following procedure:                         

1 – Go to the Post Office indicated in the notification and inform them of your refusal to receive the package. After a few days (the usual timeframe is 0-7 days), the uncollected merchandise will be returned to the sender, meaning your product will be sent back to our partners abroad, without you having to pick it up and without any payment of fees/taxes.

2 – Inform the Customer Service as soon as possible about what happened via email: support@mxzap.com, social networks and other forms available on this site.

We ask you to inform us about the tax charge, so that we can guide you on the procedure to follow.

3 – We will send you an identical product. This step of the process will not have any cost for the customer. Important: At the time of resending, a new countdown for the delivery time will begin.

If you proceed differently than indicated above, we are not responsible for any refund of fees or taxes.

If you do not wish to wait for the new delivery deadline, you can cancel the order by paying the fee. We remind you that all and any taxes that apply to the product are the sole responsibility of the customer, who must inform themselves about the current import regulations in their country before making the purchase so that they are aware that such situations may occur with their purchase.

2. Order tracking
The products will be shipped by Correos or another carrier, and there will always be a Tracking Code that allows the customer to track the progress of the delivery. MxZap commits to instructing the customer on how to track the products. The tracking code will be sent to your email after the order is shipped.

3. GENERAL CONDITIONS
3.1. Care of direction orders

MxZap will take care of shipping the products to the address you request. Therefore, to avoid any issues with the delivery of your order, we kindly ask for your utmost attention when filling out the address where you want to receive your order.

3.2. Recipient absent

Check that someone will be at the address to receive your products during the scheduled delivery times. The post office makes three attempts to deliver the products. If there is no one at the address to receive the order on any of them, the package will be taken to the nearest post office to the address. In this case, the recipient of the package will need to pick up the package at the post office as soon as possible. Thus, returning to the sender, to have the product delivered, a new purchase must be made, as the product is lost in the return and the MxZap does not recover this product.

All details related to delivery attempts, as well as the address of the post office where the recipient must pick up their package in case of absence at the address, are recorded in the order tracking, which can be tracked on the Correios website, using the tracking code provided by MxZap.

3.3. Incorrect or incomplete address

It is the customer's responsibility to complete the address correctly. If the filling is incorrect or incomplete, as determined by the Post Office, the package will be returned to the sender. Additionally, in these situations, the usual three delivery attempts will not be made in cases where the recipient cannot be found. Furthermore, since the purchase must be returned to our distribution center, local Post informs that it has no obligation and does not guarantee the delivery of the product to the sender. Thus, the customer's error results in a loss for the store, and therefore, a new purchase must be made for the product to be delivered. In this situation, the customer loses the right to a refund, as it was their error that led to the shipping issue and the return without guarantees to the store.

4. Secure delivery
MxZap commits to ensuring that our customer is not harmed at any time during the delivery process. Therefore, all purchases made with us are protected by a Shipping Insurance. If the delivery period of 90 business days is exceeded and you have not received your order, simply contact our customer service team and request the Delivery Insurance. This is the correct way to obtain a refund for your purchase.

CONSUMER RESPONSIBILITY
If your order is not delivered due to a customs-related issue, we will review your case to find the best solution for your order.

If your purchase has any attribute that prevents delivery to your country, such as battery packages or similar, due to restrictions in local legislation, the responsibility lies with the customer and not with the store.

If you decide to import a product that has any technological feature that has some restriction by local law, the consumer is responsible for this type of impediment even before making the purchase in our store. If your purchase is stopped at any time by local inspection, we do not offer any type of compensation, as the consumer must be aware of the legislation of their country and the import regulations.

Another case where the customer is responsible is regarding the import license. If it is necessary in your country and you do not have it and still make the purchase with us, we have no responsibility regarding the refund or delivery of the purchase. It is the customer's responsibility to be aware of the regulations related to imports and other situations that may interfere with the purchasing process or the delivery of the purchase.

All fees related to importation, the Financial Transaction Tax (IOF), and other customs-related fees or charges are the responsibility of the consumer, as described in our terms and conditions. If your purchase is taxed or there is a need to pick it up at the post office and the customer does not do so, in such a way that you refuse to charge or credit the applicable fees or refuse to receive the order when it is delivered to you, we do not offer any type of compensation.

We clarify that after leaving our distribution center, in this case the dispatch of the order, the transportation is the responsibility of the subcontracted logistics company. At this stage of the delivery process, the ownership of the purchase already belongs to the buyer, which means that all responsibilities and risks associated with the transportation are the buyer's.

The delivery of the product may be affected by various factors that are beyond the control of

1. MxZap that can influence the delivery time of the purchase, since, from the moment the purchase leaves our distribution center, after payment confirmation, we advise that if the purchase is made as a gift or with the intention of being used on a special occasion, it should be made in advance.
   
   The publication and delivery times will be based on business days from Monday to Friday. In case of major holidays, such as Chinese New Year or Christmas, we inform you that there may be a delay in relation to the estimated delivery time. During such events, we will inform our customers of these situations so that they are aware of possible delays.
   
   customer behavior
   MxZap has total willingness and commitment to seek solutions to all problems or situations that may arise with purchases, in order to generate greater satisfaction for our customers. All of this is done professionally, with all respect and courtesy. In this way, we hope that our customers treat our employees who work in customer service with the same type of respect. Not foolish, we have had some type of aggressive, rude, or disgusting content with our team.
   
   Behavior that is not considered acceptable and is directed at our service or exceptional team, which can be framed in the following situations: Aggressive, threatening, abusive, or even derogatory behavior. Other attitudes are also considered inappropriate, such as: any type of direct or indirect threat in any communication, intimidating language, verbal or personal abuse, sexist, racist, xenophobic, homophobic, disparaging, or rude comments. Statements that serve to incite other customers, profanity, or even unfounded allegations will be included in the same group of violations.
   
   If the customer continues with this behavior even after our team has searched for a reasonable and correct solution available for the situation according to the site's rules. Demands on our team that violate the established norms in the company's policies, for example, cases of returns, delivery times, compensations, or similar, that also seek a solution that is beyond our reach or that will break our practices or policies. Changing the reason for a claim or the expected outcome, whether total or partial, based on a clear response provided by our Customer Service.
   
   Uncompensated claim volume, except in relation to the purchase price. This type of behavior may generate warnings and formal notifications regarding: "Your message is considered offensive, threatening, abusive, and is deemed completely unacceptable."
   
   Customers must refrain from this type of language, threatening or intimidating behavior. If the customer insists on this practice, conversations and attempts at resolution will be terminated. The MxZap reserves the right not to accept further orders from the customer in the future, without prior notice, continuing with the reprehensible behavior.
   
   FREQUENTLY ASKED QUESTIONS
   1 – Can I trust that I will receive my purchases?
   
   Exceptional bases its work on ensuring customer satisfaction, which is why it has a team of qualified professionals, working for 7 years in the online sales market, always valuing commitment, respect, and honesty with our customers at all times. We care about clarifying and expressing all the information about the purchasing process and the delivery of products. Transparency is our greatest commitment, which is why we are always ready to clarify any doubts through our call center and willing to do everything possible to ensure your order arrives in your hands safely and on time.
   
   2 – Can I track the delivery process of my purchase?
   
   As soon as your order leaves our distribution center, we will send you the Tracking Code for your purchase to your registered email. Just access the Correios website and go to the "Queries and Requests" area and then click on "Object Tracking." All information and updates about your delivery will be on this page and are the responsibility of the Post Office.
   
   3 – My purchase is stuck in "IRS verification for a few days with no movement. Should I be worried?
   
   No. Every single product that enters Brazil must be verified by the Federal Revenue Service. This procedure is standard and prescribed by law. Due to high demand, your package may take a few days to go through this process. Shortly after verification, it will be sent to the distribution center of the Post Office, so it can be delivered to you as soon as possible.
   
   4 – Between the day of my order and the arrival of my purchase, I changed my address and I will not be at the scheduled delivery address. What should I do?
   
   We understand that this can happen and we are here to reassure you. To receive the purchase, it will be necessary for the new resident to receive the purchase on your behalf. In this case, unlike the absent recipient case, where the purchase goes through three delivery attempts by Correos, if the postman is informed that the recipient has moved, the purchase will be returned to the sender. That is why we ask you to track the progress of the purchase with your tracking code. If the purchase is returned to the sender due to a change of recipient, a new product will only be sent upon a new order and new payment.
   
   5 – I tried to track my order and saw that the package was not located in the postal flow of the post office. What does that mean?
   
   This may lead to a delay in delivery. This notification indicates that the postal service has not yet found the registered package with your tracking code among the packages received by them. This process may take a few days. Once found, the package will be sent to the nearest post office and then delivered.
   
   6 – Can I change my delivery address?
   
   You can, but we have a condition. Why get realTo carry out this address change operation, we only have the time frame to unlink the purchase after payment confirmation. It is a short period, but it is the only way we can make the address change and maintain the delivery time expected at the time of purchase.
   
   7 – How long does it take to receive my purchases?
   
   Our estimate is that you will receive your purchases between 20 and 30 business days. We remind you that the entire process can be accompanied by your Tracking Code.
   
   
   8 – I bought more than one product in the same order but only received part of it. Is this normal? Will the other products be delivered?
   
   It can happen and you don't have to worry. The products may come from different suppliers and, therefore, will have different tracking codes for each supplier. In this case, deliveries may occur at different times, as there is a possibility that the packages are released at different times by the Receita Federal at customs.