SHIPPING POLICY
General Information
Our shipping policy follows the Standard Shipping method. This means you could receive your merchandise within 10 to 15 business days within Mexico after your order is placed.
We also ship outside the Mexican Republic. For this option, please consider that the corresponding customs fees will apply.
Shipping Cost
Our products are packed with foam, wrap, and crate (depending on the quantity and dimensions of the order). Acento Mineral works with specialized logistics and shipping companies. Therefore, once the dimensions of the crate and the total weight of the order are confirmed, a corresponding quote will be sent to the client.
Once the client makes the corresponding payment, the tracking number will be sent to their destination. Acento Mineral will not be responsible for any damage that the merchandise may suffer during the shipping process. For this reason, we recommend that the client purchase shipping insurance with the selected shipping company.
Delivery Time
Once the order is confirmed and paid for, a minimum of 5-10 business days is required for the packaging process (this applies if the selected pieces are in stock. Otherwise, a minimum of 20-30 business days is required to complete the order).
The delivery time may vary depending on what you choose at the end of your order. For national deliveries, it may be 15 to 20 business days. For international shipments, it is estimated between 20 to 30 business days, depending on the location and final destination of the order.
Please note that during vacation periods and promotional seasons, delivery times may vary. In extended areas, delivery time is longer depending on the courier.
Shipping Origin
All orders are packed and shipped from our warehouse in the city of Puebla, Puebla, MEXICO.
Shipping Address
Your order will be shipped to the address you provided at the time of placing your order or the one specified via email by the client. You can make changes to the address as long as the order has not been shipped, but this may change the delivery time as well as the cost of the service.
If no one is at the address, the logistics and courier services will make 2 to 3 delivery attempts and will leave a notification. After these attempts, the package will be returned to our warehouses, and we can resend it, provided the client covers the shipping cost again.
Delivery Method
We use certified courier companies such as Estafeta, FedEx, DHL, Redpack, UPS, Castores, Tres Guerras. Depending on the product and shipping address, we will choose the best courier.
Shipping Notification
Once your order is approved and your payment is validated, we will notify you via email, message, or messenger (depending on your choice when placing the order) about the progress of your order. When we ship with the courier, we will send you the tracking number so you can track your order.
Receiving the Shipment
Upon receiving the order, verify that your products are complete and in optimal condition; otherwise, refer to our returns policy. If possible, record the opening of your order for any future clarification.
Contact Information
For any questions or clarifications regarding your shipments, we recommend contacting us via email at acentomineral@gmail.com with your order number or tracking number.
PAYMENT POLICY
General Information
We use 100% secure and encrypted payment systems with over 128-bit encryption to ensure your information is well-protected. We do not store your bank card information. Our payment systems (payment gateways) are approved by Mexican banking institutions to perform this type of operation, always guaranteeing your security.
Our domain is certified. You can verify our security credentials at the bottom of the store.
Payment Methods
To shop at ACENTO MINERAL, you don’t need a credit or debit card.
PayPal:If you have a PayPal account, you can pay with a credit card, debit card, or even American Express.
Card Payment: Pay directly with a credit or debit card without needing to create an account. We process your payments through certified payment gateways, and you can use:
- Visa or Mastercard credit cards
- Visa or Mastercard debit cards
Cash Payment:This only applies to in-person transactions at our workshop. Such an appointment must be previously scheduled via email at acentomineral@gmail.com
Bank Transfer or SPEI To make a payment via electronic transfer or bank deposit, please email us at acentomineral@gmail.com so we can provide the necessary details.
For payments made at establishments, bank deposits, or electronic transfers, we ask that after making the payment, you send us the scanned or photographed ticket or receipt to speed up the process; otherwise, it may take us 48-72 hours to receive notification that your payment has been made.The maximum time to make the payment is 2 business days.
Contact Information
For any questions or clarifications regarding your payments, we recommend contacting us via email at acentomineral@gmail.com with your order number or tracking number.
Refund policy
We have a 14 day return policy, which means you have 14 days after receiving your item to request a return. ALL SALE ITEMS ARE FINAL SALE.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging.
To start a return, you can contact us at acentomineral@gmail.com attaching your receipt and photos of the damaged item. If your return is accepted, we’ll send you an email with the following steps. Items sent back to us without first requesting a return will not be accepted.
Returns received outside of the 14 day window will be issued a store credit.You can always contact us for any return question at acentomineral@gmail.com
Damages and issues
Please inspect your order upon receipt and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Return Shipping
The customer will be 100% responsible for paying for the shipping costs for returning the item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
If you are shipping an item valued over $200, you should consider using a trackable shipping service or purchasing insurance offered by the shipping company to ensure the arrival of your shipment. We do not guarantee that we will receive your returned item.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.
Contact Information
For any questions or clarifications regarding your return or refund, we recommend contacting us via email at acentomineral@gmail.com with your order number or tracking number.
PROMOTIONS POLICY
Validity: Determined on the website and in advertisements published on our digital media or while supplies last.
Terms: On the purchase of one product.
Restrictions: Not applicable with other promotions.
We reserve the right to make changes to this promotion without prior notice.