Shipping & Returns
Buyer/Seller Agreement
1. Money Back Guaranty To qualify for Money Back Guaranty the product must be shipped back to MexicanTileStore.com (unused, undamaged) at the buyer's expense within 30 days from the delivery date. We will refund the transaction value less the shipping cost and Mexican import tax within 5 business days from the date the merchandise has been returned. If the tiles are returned damaged the value of them will be deducted from the refund (damaged goods can be replaced only, Money Back Guaranty doesn't apply).
Getting the refund: the product must be shipped back to Mexico
- make sure the carrier you use to ship back our item offers online delivery confirmation in Mexico
- shipping back at the buyer expense
- the refund will be issued once the package have reached our facility and was examined for integrity address in Mexico for returns:
Solutions #123, #367
Ancha de San Antonio
Dentro de Mercado Sano
Colonia San Antonio
San Miguel de Allende
GTO, C.P. 37750, Mexico
2. Damage Replacement Guaranty: For all damaged merchandise excluding freight that has its own insurance policy (see delivery services) we offer free of charge tile replacement including free shipping. IMPORTANT: Large shipments delivered on pallets require the buyer to request the carrier to document any damage on the delivery receipt. The carrier will provide instructions how the claim will be handled. For regular package ground deliveries we will make arrangements directly with you to replace damaged items once you provided a single image of damaged item/items and initiated damage claim with the carrier. Pending availability, we will ship the replacement via ground service within 10 business days. Note: - While receiving large palatalized orders pointing out the damage to the carrier upon delivery is a key condition to quality for the damage insurance policy. - Damaged Replacement Policy covers damaged occurring during transpiration only. Handling It is our policy to ship stock Mexican tiles within 10 business days from receiving the payment or 10 days from receiving custom made items from the producers.
3. The handling time is needed for professional packing and consolidation services including moving products from our warehouse to the Mexican carrier terminal delivering consolidated cargo to the US border.
4. Custom painted ceramics: add 14 business day tile production time to handling.
5. Shipping: once a week from Mexico to the US Laredo, Tx and from Laredo, Tx to the destination by USPS (US Postal Service), UPS, FedEx, DHL. It takes ABOUT 4 weeks to deliver from Mexico to the US address. The time frame depends on whether the shipment is selected by the US customs for physical inspection what might significantly prolong the delivery time.
6. Any shipping information including tracking is complimentary. We are not obligated to provide any specifics of the delivery time frame nor delivery method.
7. We will not begin investigation of the delivery status until the time frame specified on the tile detail page and "handling" has been exhausted. Do not request delivery status updates until then.
8. The tracking number sent by the carrier directly to the buyer payment email address is for the delivery from Mexico/US border to the destination only. The tracking might be sent by the carrier to buyer prior the products leaving Mexico for the US. Once items are delivered from central Mexico to the USA border and clear customs the tracking becomes active (don't call the carrier about whereabouts of your shipment until the tracking number shows that your item was already dropped off at the carrier Texas terminal). Large volume tile delivery as freight to the US and Canada: Upon crating and palatalizing, products are shipped from our warehouse in central Mexico to Nuevo Laredo in state of Tamaulipas. Then upon US customs clearance they are moved through the border to Laredo, Texas and dropped at the US based carrier terminal for further delivery. Default residential delivery option is available for the US destinations only, delivery in Canada is to the local cargo terminal only.
9. Transit time between Mexico and US/Canada is approximately 30 days. The tracking number (pro number) is available as soon as the tile cargo crosses Mexican/US border, there is no guaranteed delivery date available for standard commercial shipping. There is no tracking available while the cargo is on its way within Mexico. Commercial cargo carriers include standard damage/lost cargo insurance that doesn't necessarily cover the entire value of transported goods.
10. In case of damage occurring during the transportation and to qualify for the refund, damaged goods must be reported to the driver delivering the cargo or terminal employees handing over the cargo to the buyer. We will refund full amount of the carrier's refund upon receiving it from the carrier.
11. Liability: The seller cannot be held responsible nor liable for any damages, delays nor lost packages after they have been handed over to the carriers.
12. Imperfections and variations in color, shape, dimensions and finishing are expected. All our products hare hand made on individual basis.
13. We don’t guaranty matching colors nor finishing of products made during different production runs. Due to handmade production process and using various suppliers it is necessary to purchase enough products in a single order to assure they are made together. Any follow up order might produce products looking differently.
14. We don’t offer samples as they wouldn’t be representative of the products produced and delivered at a latter date.
15. Order cancellation is available within 3 days from the payment date. There will be 10% invoice value cancellation fee deducted from the refund. Orders canceled within 24 hours from the purchase carry no cancellation fee as they can be canceled with the tile suppliers, we don't stock any products. Orders canceled beyond 3 day period from the payment date including return for refund products carry 30% cancellation fee. The fee covers such costs as logistics between the producer and our warehouse, professional packing, making arrangements for the tile delivery to the buyer.
16. All custom made and modified by the buyer tile mural, mexican tile, hand painted sink, talavera toilets, accessories sales are final, no return nor refund is available.
17. Ceramic talavera clay glaze will craze during or after installation.