Shipping & Returns
Processing and shipping times
Express service orders generally ship within 1-2 business days. With the option of DHL Estafeta, UPS and FedEx. Orders by Correos de México are shipped within 3-5 business days. When you place your order, please wait some time for the processing of your order and confirm it, in addition to the time it takes for the package to reach you. Once your order is shipped, you will receive an email with the available tracking information; You can check the status of the order in the package of your choice.
Please note that service warranties are suspended if delays are caused by bad weather or other disasters. We cannot refund shipping fees if your package is late due to snow or other natural disasters anywhere along the route of your package. Meteorites, natural disasters, foreigners, terrorism, incursions of other dimensions, etc.
No shipments are made to hotels or mail senders. We may not be able to ship to PO Boxes based on location or if there are known issues with location. Not all shipping options are available for all locations.
Electronic Cats uses five carriers, Correos de México, UPS (United Parcel Service), DHL (Dalsey, Hillblom and Lynn), FedEx and Estafeta for shipping. Correos de México is traditionally cheaper, although delivery service is somewhat late compared to other parcels.
Shipping tracking information will be sent via email once the package has been shipped.
For shipping services dimensional weight is used, this reflects the density of the package, which is the amount of space a package occupies in relation to its actual weight. Dimensional weight can be applied to all shipping services.
- Correos de México, once the order is sent, will be out of our control. They are not guaranteed services and do not have expedited brokerage, which means packages can “stay in customs” for up to 4-6 weeks. Although they are usually extraordinary cases. Some packages are not delivered at all (1% of cases). The estimated delivery time is 3-4 weeks in 95% of cases depending on the destination, you accept these delivery conditions by choosing this shipping method. Claims for lost packages can be submitted up to 30 days after we have notified that your order was shipped and your tracking information has been sent.
Parcel: Correos de México, UPS, DHL, FedEx and Estafeta
For money orders, packages are delivered to your country’s postal service for “door to door” delivery.
You are responsible for VAT, Duties, Fees, Taxes, Handling Fees, Brokerage Fees, Customs Clearance Fees etc. required by your country to import consumer goods! All international shipments are eligible for these rates. Electronic Cats (the sender) cannot predict the customs / tariff habits of your country, therefore you should be prepared to pay the full VAT on the declared value of your order, as well as the customs fees of DHL, UPS, Estafeta , FedEx or your country’s postal system. Keep a printed copy of your receipt by email as you may need to send a copy to your customs office or carrier. If you do not pay the required brokerage fees, VAT, duties, taxes, handling fees, customs clearance charges, etc., we cannot issue any refund.
Our shipping system is fully automated and we cannot falsify customs forms. The customs forms will accurately describe the content and cost of your order. We cannot mark orders as “gift”, “sample”, “educational” or lower values. Electronic Cats makes every effort to follow all rules, regulations, and laws for export compliance.
Return made by the carrier
If the carrier fails to deliver the order to the specified address, the package will be sent back to Electronic Cats. This case is usually called “Wrong Address”, and it usually occurs when the customer gives an address without enough data for the carrier to find it. By default, the package is returned to the logistics center that sent it.
Another reason the carrier could return a product is because it has not been claimed. If the end customer does not come to pick up the order at their post office or the corresponding carrier’s branch, the shipment would be returned.
If you receive an email from us informing you that any of your orders has returned to our center, don’t worry: we will add it to our temporary returns for 30 days. We will contact you to send your order again and confirm your data again. If you want your order to be forwarded to a new address, tell us! But keep in mind that you will have to pay for the new shipping costs.
We give you the option of making your shipment through an express parcel such as UPS, DHL, Estafeta or FedEX. For this, an additional payment complement is required, if you wish. That is, pay the difference in cost for an express package, where it should be noted that the delivery time is less. If, after 30 days of trying to contact you, we do not receive any response, we will no longer be responsible.
Request your invoice with the following data, order number and billing information.
The order number is located in the upper left hand corner accompanied by a “#”, if you do not know your order number, contact us through the contact form with the name and email under which your order was placed.
Create a quote using the “add to cart” tool. Once you have an official purchase order, move the items to your cart and proceed to checkout, selecting your payment method and completing your shipping information.
We can only accept returns of unopened kits and products within 30 days of receipt.
For international orders, 30 days from shipment for express parcels and 60 days for registered mail service.
Any returns after the stipulated days will only be returned as store credit.
Customers are responsible for return shipping costs unless the product arrives damaged or defective. For returns of items valued at $ 500 usd or more, we charge a 5% restocking fee.
Please contact us before returning any package! We are reasonable people and we hope you are too. If you have any problems we will do our best to help you!
Contact us from the contact form with your order number, where an assistant will help you check the status of your order.
We reimburse for returns of kits and products as long as it is within 30 days of receipt.
For international orders we make refounds as the case may be:
- Express packages (DHL, UPS, FEDEX, ESTAFETA, and any other package added to our catalog): 30 days from the shipment of the order.
- Certified mail service: 60 days from the shipment of the order.
We do not make refunds for orders already shipped until the order is returned to the sender, in this case to Electronic Cats SAPI de CV. Once the order returns to the company, a refund will be made for the total of the items but not for the cost paid for the shipping.
The parcel “Correos Registrados de México” does not have any type of shipping insurance, therefore once the order in question has been sent, in case of loss, misplacement, delay, or any incident caused Electronic Catas SAPI de CV will not is responsible and will not make any refund or return.
Any returns after the stipulated days will only be returned as store credit.
All orders sent by express parcel (Estafeta, Fedex, DHL) have free shipping insurance as long as the value of the items does not exceed $ 112.00 USD.
If the customer did not pay the shipping insurance due to accident or loss, no refund or return will be made, if it has been paid, we will refund the total purchase when the parcel in question makes the refund, no before.
For returns of items valued at $ 500 usd or more, we charge a 5% restocking fee.
For the return of damaged, defective or incomplete items we have a product or kit warranty, (visit our online page in the warranty section)
The cost of shipping damaged, defective or incomplete products will be covered by Electronic Cats SAPI de CV, as long as the buyer notifies the support team within a limit of 3 business days after delivery of the products.
If not, the shipping charge must be covered by the buyer as the case may be:
- 30% of the shipping cost will be borne by the buyer if the support area is notified within the fourth and ninth day of having been delivered by the parcel.
- 50% of the shipping cost within the tenth and fifteenth day
- 100% of the shipping cost will be covered by the buyer if notified after the fifteenth day the product was received.