Support

We want you to buy with confidence anytime you make a purchase on the Shoptezuma.com website, so we hope you find all the answers you need in this page.  If you still have questions, please send us a quick note and we’ll do our best to answer them.  Gracias for shopping with us!

Frequently Asked Questions (FAQ):

 

About Shoptezuma

 

What is Shoptezuma?

Shoptezuma is a Limited Liability Company (LLC) established in the state of Washington in 2013.  We are a small growing business dedicated to celebrate Mexico and Mexican culture, so we offer a growing selection of products that our customers are looking for, but can’t easily get while away from Mexico.

Are all products originally from Mexico?

At Shoptezuma we celebrate Mexico, so much of the products you’ll find are made in Mexico, however we too offer products from different origin so long as they stay true to the Mexican culture.

 

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Ordering

 

How does Shotpezuma protect my information?

Our store is hosted on Shopify Inc. They provide us with the online e-commerce platform that allows us to sell our products and services to you.
Your data is stored through Shopify’s data storage, databases and the general Shopify application. They store your data on a secure server behind a firewall.
For more insight, please review our Privacy Policy and Terms of Service located here.

 

What about my credit card information? 

If you choose a direct payment gateway to complete your purchase, then Shopify stores your credit card data. It is encrypted through the Payment Card Industry Data Security Standard (PCI-DSS). Your purchase transaction data is stored only as long as is necessary to complete your purchase transaction. After that is complete, your purchase transaction information is deleted.
All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express and Discover.
PCI-DSS requirements help ensure the secure handling of credit card information by our store and its service providers.

 You can learn more about Shopify here:

Shopify secure badge

 

How do I check my order status?

If you have an account with us you can view the status of your order by logging into your account HERE. You must have created an account with us to view your order status.  If you made your purchase as a "guest", you can still track your package once the order is processed, after which you receive an email with a tracking number and a link, so you can get specific delivery information.

Do I have to create an account to order?

You do not have to create an account to order from us. However creating an account allows you to check the status of your order, check out faster and save multiple shipping addresses.

What forms of payment do you accept?

We accept payments via credit card and Paypal. We accept credit card transactions from Visa, Mastercard, American Express and Discover

Are there restrictions on how much I can order?

Currently we can support purchases up to 20 lbs depending on inventory of any given product.  If you wish to order more, please send us an email and we’ll do our best to help you.

My credit card was declined, what is the issue?

If your credit card was declined upon checkout it may be a number of issues. Please confirm your billing address is correct and that you entered the correct credit card number and expiration date. If your credit card still declines it may be due to the card's limit being reached or a potential fraud detection by your bank. If that is the case please contact your credit card company.

 

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Shipping

 

Where do you ship?

We ship to anywhere in the continental USA.  

How do you deliver?

We use services like the US Postal Service and UPS to get you our products as fast and safely as possible.  You can choose from using USPS Priority Mail, UPS Ground Service or UPS 2nd Day Air Shipping during checkout.

What is your handling time and how long does it take for my order to be delivered?

For items in stock it takes from same-day to 2 days to process the order.  Once the order is processed and shipped it usually takes between 1 to 7 business days for your order to arrive. This depends upon your location and shipping method chosen (Priority Mail, UPS Ground Service or UPS 2nd Day Air Shipping).   Once we’ve processed your order, you will receive an email with a tracking number and a link, so you can get specific delivery information.

My package was damaged during shipping, now what?

If you received a damaged package, please send us an email and we’ll help you.  If possible, please take a snap shot of the damaged package and product as soon as you notice the problem.  This will help us assess the issue with the delivery service and improve for future shipments.

 

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Return Policy

 

I received my package and my order was incorrect, what do I do?

If we shipped the incorrect product please email us so we can have the correct item sent out to you asap and pick up the incorrect items. We will order a pick up from the delivery service who will then come to your address and pick up your package at no charge to you.   We will not charge you shipping to replace incorrect orders.

What if I do not like the product I ordered?

If you are unhappy with your order you may return it to us for a full refund on any unopened items within 30 days.  Customer will pay for shipping for products to be returned to our facility.  Please refer to our full return policy located here.

 

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Wholesale

 

Do you sell wholesale?

We are just starting wholesale distribution in the Seattle area and vicinity.  If your business is located in this area, please shoot us an email and we can arrange it.  If your business is outside the Seattle area, send us an email and we’ll let you know when we can serve you.

 

If you wish to see our Terms of Service, you can do so here.

 

Didn’t find what you were looking for?  Contact Us.

 

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