Shipping & Returns
Buyer/Seller Agreement Summary
1. Money Back Guarantee
- Eligibility: Unused and undamaged products must be returned within 30 days of delivery at the buyer's expense.
- Refund Process:
- Refund includes the transaction value minus shipping costs and Mexican import tax.
- Damaged returns will have their value deducted from the refund.
- Refunds are processed within 5 business days after inspection.
Return Requirements:
- Ship products to Mexico using a carrier with online delivery confirmation.
- Return Address:
Juan Jose Torres Landa #9, Salida a Celaya, San Miguel de Allende, Guanajuato 37750, Mexico.
2. Damage Replacement Guarantee
- Free Replacement: Covers damages during transit, excluding freight shipments (handled separately).
- Conditions:
- For pallet deliveries, document damages with the carrier at delivery.
- For smaller packages, provide an image of the damaged item to initiate the claim.
- Replacement Timeline: Pending availability, replacements ship within 10 business days.
3. Handling Time
- Standard orders ship within 10 business days of payment.
- Custom ceramics: Add 14 business days for production.
4. Shipping Timeline
- Shipments leave Mexico weekly and take approximately 4 weeks to arrive in the U.S.
- Tracking: Active only after the package clears U.S. customs and reaches the Texas terminal.
- Large shipments to Canada are delivered to local cargo terminals only.
5. Transit Details
- Mexico to U.S./Canada: ~30 days, depending on customs.
- No tracking available during transit in Mexico.
- Standard carrier insurance covers damages/loss, though not necessarily full value.
6. Imperfections and Variations
- Handcrafted products may have color, shape, and size variations.
- Products from different production runs may not match perfectly.
- Buyers should order sufficient quantities in one batch.
7. Cancellation and Refunds
- Cancellation within 3 days: 10% fee (waived if canceled within 24 hours).
- Beyond 3 days: 30% fee applies.
- Custom orders: Non-refundable and non-returnable.
8. Liability Disclaimer
- Seller is not responsible for damages, delays, or lost packages once handed to the carrier.
9. Additional Notes
- No Samples: Samples won’t represent future production.
- Glaze Crazing: Talavera clay glaze may develop cracks during or after installation.