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SHIPPING AND DELIVERY

Shipping policy

Here is the English translation of your shipping and delivery policy:

We offer affordable shipping options and pickup points in Querétaro:

We offer shipping throughout the Mexican Republic. Product prices do not include shipping costs unless otherwise indicated. We use various courier companies such as FedEx, Estafeta, Castores, TresGuerras, and others.

The shipping method and price depend on the weight and volume, which are calculated in the shopping cart. The following terms apply to all shipments made within the Mexican Republic. Prices published on the site do NOT include shipping costs within the Mexican Republic.

The customer agrees to provide a valid, locatable address within the Mexican Republic where the order can be delivered. In the event that the customer provides an address that is not located by the courier service, any additional costs incurred will be covered by the customer.

PACKAGING - REJECTION OF DAMAGED PACKAGES

All our shipments and those of our suppliers are packed perfectly. If your order is delivered with physical damage caused by the courier service, you must add a note when signing the manifest for the courier employee, indicating that the package shows signs of mistreatment (open box, dented, punctured, wet, etc.).

Without this annotation, you accept the package in good condition. If the courier employee does not allow you to make a note on the delivery manifest, you must NOT accept the package.

If you suspect that the box being delivered to you does not contain what you purchased, whether due to the weight or size of the packaging, you must NOT accept it. Indicate the reasons to the courier employee and report it to us immediately so we can clarify your order.

Once the package has been received by you or someone else at the delivery address, you have 24 hours to report any anomalies regarding physical damage or missing items in your order. After this period, no changes or claims will be accepted.

DELIVERY AREA - WE DELIVER THROUGHOUT THE MEXICAN REPUBLIC

Our product delivery area is limited to the states of the Mexican Republic. We deliver to all locations where there is coverage through the courier companies we work with. Deliveries by courier depend entirely on the conditions of each company, as well as weather conditions and risk zones in each entity.

TAKE NOTE - WE NEED YOUR COMPLETE AND CORRECT INFORMATION

We cannot process orders with an incomplete delivery address. Please help us fulfill your order.

Shipping Types:

Ground Shipping: Ground shipping is carried out by courier companies such as FedEx, Estafeta, TresGuerras, or others. Shipping prices are calculated according to the weight and/or volumetric weight of the product. The courier will be selected based on the warehouse from which it is sent and according to the agreements established for that warehouse.

It may be necessary to split orders and use different courier services for various reasons. If this is the case with your order, we will send you an email with the tracking number and a link to the courier for each box.

  • Orders from 0 to 15 kg: For these shipments, we use Estafeta and FedEx. The tracking numbers generated through these couriers appear 12 to 24 hours after you receive the shipping confirmation email from us.

  • Orders from 15 kg to 200 kg: If the products in your purchase have a total weight between 15 kg and 200 kg, we use TresGuerras. Collections by this courier at our warehouse occur on Mondays, Wednesdays, and Fridays. TresGuerras takes approximately 24 hours after collection to capture the tracking number in their system. Don't worry, your shipment is safe.

  • Orders over 200 kg: If your purchase exceeds 200 kg, or the equivalent of a pallet, we use CASTORES. Collections for this courier at our warehouse occur on Mondays and Fridays only. After collection, CASTORES takes your shipment to their central distribution warehouse, where it usually takes 24 to 36 hours to record the total weight and dimensions. After this process, the tracking number will be generated.

Once your order is processed (if in stock), your products will be shipped no later than the next business day (Monday to Friday) and will arrive at their destination within 2 to 6 days.

IMPORTANT:

  • For orders shipped from warehouses located in border zones, standard shipping times may be extended due to customs issues.

  • If your order contains products available in different warehouses, you will be charged for each shipment.

  • If your order includes products that are in stock and others that are on backorder, you will be charged for each shipment.

  • Not all postal codes qualify for express shipping.

Warehouse Deliveries: Warehouse Pickup (No Cost)

Deliveries are made at the warehouses of our suppliers, who have agreed to deliver products to our customers; therefore, you must respect the time and delivery policies they manage.

In this mode, products in stock at the selected warehouse can be picked up once the order is processed and payment is credited. The order must be picked up within a maximum of 24 business hours after you receive notification that it is ready for warehouse pickup. Otherwise, the reservation may be lost, and the order may be removed from the holding area. It is important that you notify us if you cannot pick up your order within that timeframe to reschedule the delivery.

The warehouse address, reference number, and delivery instructions will be notified by email once your payment is credited and released by the warehouse.

For warehouse pickup, you will be required to present an official identification (INE credential or Mexican Passport; if you are a foreigner, present your Passport and/or identity document that proves your nationality). If you do not have any of these forms of identification, it is important that you provide them via email to ventas@msorganicos.com.

Order Releases

Payments by deposit or transfer: In this mode, products in stock are generally shipped within 24 business hours once your deposit is verified and your order is released. To expedite the release, it is important to notify us of your payment via:

It is necessary to send the proof of your deposit or transfer. In case of clarification, a sales executive will contact you to request more information about your payment. Please note that if your deposit is made via a check from another bank (subject to collection), the payment is credited the next business day at noon. Once credited, your order will be released. For your convenience, our bank accounts are with Bancomer.

Payments by credit or debit card: In this mode, products are shipped once your issuing bank and the security department of the collecting bank release your payment. This is generally the next business day after your payment. Mountainside reserves the right to cancel any payment that does not meet the requirements requested by the bank. This means that in certain cases, you may be asked to send us a copy of your identification and/or proof of address and other documents to verify your identity, solely for the purpose of verification.

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