Shipping policy

Shipping & Returns Policy

At Mexican Groceries, we are committed to providing you with a seamless shopping experience and ensuring you are satisfied with your order of authentic Mexican groceries. Please read our shipping and returns policies carefully.

Section 1: Shipping Policy

·         Shipping Destinations:

 

§  We currently ship throughout Canada.

 

·         Shipping Methods & Estimated Delivery Times:

 

§  We partner with Canada Post and Purolator for shipping. Additionally, local delivery is available through partner stores in select areas.

§  Estimated delivery times are provided by Canada Post and Purolator at checkout based on your location and selected service.

§  Local deliveries through our partner stores are available in eligible postal codes within Kamloops. Delivery times (same day or next business day after order confirmation) and any minimum purchase requirements will be communicated during the checkout process.

§  For in-store pickup, orders are typically ready within 1 to 2 hours during business hours at our partner store locations.

 

·         Shipping Costs:

 

§  Shipping costs are calculated by Canada Post and Purolator based on the weight, size, and destination of your order. The exact shipping cost will be displayed at checkout.

§  For local purchases within Kamloops, we offer free shipping if the amount of the purchase is $199 or more.

§  Shipping costs are calculated based on weight and size.

§  Please note that all shipping costs displayed at checkout are before applicable taxes, which will be calculated and added to your order total.

 

·         Order Processing Time:

 

§  Orders are typically processed on the same business day if placed before 12:00 PM Pacific Time.

§  Orders placed on weekends, holidays, or after 12:00 PM Pacific Time will be processed on the next business day.

 

·         Shipping Restrictions (if any):

 

§  Due to shipping regulations and to ensure the quality of perishable goods, certain items such as cheeses, chorizo, or any perishable product may have shipping restrictions or may only be available for local delivery/pickup within Kamloops. These restrictions will be noted on the product page.

§  If your order exceeds standard box dimensions, we will contact you via phone or email to discuss potential adjustments to shipping costs or alternative arrangements.

§  In the rare event that an item in your order is found to be in unsatisfactory condition at the time of packing and is the last remaining unit, we will notify you immediately via phone or email to discuss options such as a replacement (if available) or a refund.

 

·         Tracking Your Order:

 

§  Customers can track their orders through a tracking number provided via email once the order ships.

§  A tracking number and instructions on how to track your package will be sent to your email address once your order has shipped.

 

·         Delivery Issues:

 

§  If a package is delayed, lost, or damaged in transit, we will provide updated notifications from the courier.

§  If your package is delayed, lost, or arrives damaged, please contact us immediately. We will work with the courier to file a claim and will arrange for a replacement of your order or a refund, depending on the circumstances.

 

Section 2: Returns & Exchanges Policy

 

·         General Policy on Returns and Exchanges:

 

§  At Mexican Groceries, our priority is to offer the highest quality products. Due to the nature of the food items we sell, we do not accept returns or exchanges on products that were not incorrectly shipped. We ask that you carefully review your order before finalizing your purchase.

 

·         Returns for Incorrectly Shipped Items:

 

§  The only instance in which a return will be processed is if the product received by the customer does not match the item ordered on the website. In such cases, the return shipping cost will be covered by us.

§  If you receive an incorrect item, please contact us within 14 days after receiving your order to initiate the process.

§  Please provide your order number and a description of the incorrect item received, along with photos.

§  Once we have assessed the situation, and to facilitate the sending back of the incorrect item, we will provide a prepaid shipping label.

§  Once our team confirms that the product sent back is received at our warehouse unopened and in its original packaging, we will ship the correct product to you at no additional charge.

·         Refund Option for Incorrect Items: You will have the option to request a full refund (original shipping costs not included) once we receive the returned incorrect item. Refunds will be processed to your original payment method within 3-5 business days after confirmation.

 

·         Exchanges (for correctly shipped items, non-perishable items):

 

§  Eligible non-perishable items that were correctly shipped (excluding items received in error) can be exchanged for a different product, size, or flavor.

§  The item intended for exchange must be received back at our store in its original, unopened packaging and in excellent condition.

§  To facilitate the sending back of the original item for exchange, we will provide a prepaid shipping label. The cost of this initial shipment will be calculated and deducted from the final amount due for the exchange.

§  If the new item's price is higher than the original, the customer will be required to pay the price difference, plus the standard shipping rates that apply to the new shipment.

§  The new exchanged item will be shipped once the original item has been received and processed, and the outstanding balance (price difference + new shipping) has been paid.

§  Price Difference for Exchanges: Consistent with our policy of no returns for correctly shipped items, we do not provide refunds for price differences if a less expensive item is chosen as an exchange.

 

·         Perishable Items:

 

§  Due to the delicate nature and risk of spoilage of perishable products such as fresh cheeses, dairy products, deli meats, etc., we do not accept returns or exchanges on these items. It is the customer's responsibility to ensure they select the correct perishable products when placing their order. Availability of perishable products is limited to local delivery orders within our service area in Kamloops. By placing an order for perishable products, you acknowledge and agree to this policy.

 

Section 3: Contact Information

 

·         For any questions regarding shipping and returns, please contact us at customerservice@mexicangroceries.ca and provide us with a brief description of your issue

 

Section 4: Policy Updates

 

·         We reserve the right to modify this Shipping & Returns Policy at any time without prior notice. Please review this page periodically for updates.