Frequently asked questions

How to buy?

A: Buying is very easy. These are the steps you need to follow:

  1. Search for what you want, you can use our categories or the search engine

  2. Add the products you want to your cart by clicking the "Add to bag" button

  3. Once you have chosen everything you like, go to your cart and click "Buy"

  4. Check that the products you added are correct and click "Complete Purchase"

  5. If you are new, fill in your contact information and delivery information

  6. Select the payment method that suits you best

  7. Fill in your payment method information and click "Buy now"

  8. Done! You can see your order information in the "My Orders" section

Are payments secure?

A: We have invested in the most advanced protection systems for your purchase, which is why we keep transactions highly protected from start to finish. We use the Mercado Pago platform, we securely encrypt data (TLS) and thus comply with the highest online security standards.
PCI-DSS monitors and certifies what we do.

What are the Payment Methods?

A: Debit and credit card
At the time of payment, you enter your debit card or credit card details and that's it.

Is there cash on delivery?

A: This modality is not available at the moment; however, you can make your payments at any Oxxo store by selecting the "Cash payment" option.

How long does it take to process orders? How long will my order take to arrive?

A: We have an estimated delivery time of 3 to 5 business days

How do I know if my payment went through?

A: You will receive a confirmation in your registered email and in the "Orders" section of "My Account"

What is the shipping cost?

A: Shipping costs vary according to the products and delivery address

How do I know where my shipment is?

A: From My Account - Orders, you can see the status of your order

The estimated arrival date has passed, when will my order arrive?

A: We are currently experiencing a complicated global situation, which means some orders may be affected by delays

Are deliveries made to all locations in the Mexican Republic?

A: Yes, we deliver throughout the Mexican Republic

Are my personal data protected?

A: Of course! If you have any questions about the handling of your data, please send an email to: XXXXXX where we will gladly assist you

How can I invoice my purchase?

A: It is important that you enter our XXX portal and have your purchase receipt at hand; where you can corroborate the necessary data to invoice (Ticket Folio, Branch Code, Amount), validate the data and then you can enter your tax information to obtain your invoice.
If you have any questions or problems, please send us an email to XXXXXXX where we will gladly assist you.

I have not received my invoice. How can I get it?

A: If you have already invoiced in store or on our portal and have not yet received it. We suggest you go to our XXX section and enter your ticket details (Ticket Folio, Branch Code, Amount) where you will find options to download it in PDF and/or XML format.
If you have any questions or problems, please send us an email to XXXXXXX where we will gladly assist you.

Where can I make a clarification about my purchase?

A: Contact us by phone XXXXX from Monday to Friday from 10 am to 8 pm or send an email to XXXXX  where we will gladly assist you.