For the delivery of your merchandise, the customer must present their personal identification document and/or be authorized in writing by the account holder. For home deliveries, it will be made to the address indicated by the customer at the time of opening their account, to the account holder, or any authorized and of-age person present at the address at the time of delivery, for which the driver's signature will suffice. This includes deliveries to residential addresses, buildings, and offices with concierge and/or reception service, and the concierge or receptionist's signature. By signing the delivery document, you confirm the receipt of your merchandise.
The home delivery time is 24 to 48 business hours after the request and online payment of the service for branches with this option available. The delivery time will begin counting from the confirmation of payment, which will be sent through a message to your email.
Upon receiving your order, it must be carefully inspected, and any damage or shortage must be reported directly to the delivery personnel. Claims will not be accepted after your merchandise has been delivered via counter, drive-thru, or delivery.
We are not responsible for the operation of electronic items and/or used items. Home deliveries cannot be made at an exact time, and if there is no one at the address, the product will be returned to our warehouse, and we will contact you to coordinate a second and final attempt at home delivery. If this is not completed, the customer must pick up the package at the office.
Claims for damaged goods will be accepted only if the verification of the item is done in front of our home delivery, counter, or drive-thru personnel, the packaging is suitable for import/export, and the transported goods do not correspond to fragile items such as glass, mirrors, ornaments, screens, televisions, etc., or require additional repackaging for shipment.
The claim must be made through our customer service department by returning the item to be claimed and the corresponding purchase documentation.
The refund will be made in the same payment method you used to pay for the transportation service. For the refund of the item, the appropriate means equivalent to the declared value of the merchandise for shipment will be used.
Refunds for goods received without being verified at the time of delivery by the customer at our counter or via home delivery will not be processed.
Televisions larger than 55 inches authorized for air transport must be repackaged. Discharge letters are not accepted, as the airline does not allow the shipment of non-repackaged televisions.
