Shipping Policy

Shipping Processing Times

All orders are processed within 1-2 business days (excluding weekends and holidays) of the order being placed. Please note that during high volume periods processing time may take longer than usual.

Shipping Methods and Delivery Time

Domestic Shipping (Mexico): Express Shipping to Central Zone: 24 hours if the order is placed before 12:00 PM (CDMX, Hidalgo, State of Mexico, Morelos, Puebla, Querétaro, Tlaxcala, Veracruz, Guerrero and Guanajuato).

Standard Shipping: Up to 72 hours for the rest of the country.

Cost : Shipping is free for all of Mexico.

Carrier: The shipping service will be notified to the customer by email, including the tracking number and the name of the shipping company.

International Shipping

We ship to the United States of America via FedEx.
International Standard Shipping: 5 to 7 business days.
Customs Considerations: Please allow 2-3 additional days for customs clearance.

Costs

Domestic Shipping: Shipping is free for all orders within Mexico.
International Shipping: Shipping costs will be calculated according to the order reception area and will be displayed at the time of purchase.

Shipping Restrictions

We do not ship to PO Boxes.
Our shipping service is limited to Mexico and the United States.

Follow-up Orders

Once your order has been processed and shipped, you will receive an email with a tracking number. You can track your order using the tracking number on the shipping company's website.

Damaged or Lost Items

If you receive a damaged item or your order is lost in transit, please contact us at customerservice@elsantogato.com. We will work with you to resolve the issue as quickly as possible, which may include a replacement item. For more information, please see our returns and refunds policy.

Customs and Import Taxes

Please note that customers may be responsible for paying any customs or import taxes that may apply to international orders, which should be reflected at checkout.