1. National shipping and cost
We ship nationally within Mexico. Shipping costs $150 MXN per started kilogram, IVA (VAT) included, with a 1 kg minimum. It is calculated with the shipping weight recorded for each presentation (the product with its container and packaging), which may differ from the net content stated in its name. We add up that weight according to the quantities in the order and round the total up to the next full kilogram. For example, an order with a shipping weight of up to 1 kg costs $150; over 1 kg and up to 2 kg, $300; over 2 kg and up to 3 kg, $450. This is Albye's commercial rate, not an individual carrier quote. The destination state is requested for the address; it does not change this national rate.
2. International shipping
For the United States, Canada and the European Union, request assistance at [email protected]. The international reference is $500 MXN/kg including IVA. Before accepting and charging an international order, we will confirm in writing the billable weight, the total amount, shipping availability, estimated delivery time, documentation and the scope of customs handling, as well as any import tax or charge and who pays it. In that confirmation we will also tell you how to pay. The per-kilogram reference is not, by itself, a final price including customs. International purchases are not processed through the national payment page.
3. Delivery times
We dispatch your order within 2 business days of payment confirmation. Estimated delivery is 3 business days within Mexico and 7 business days for international orders, counted from dispatch. For this service, business days are Monday to Friday, excluding public holidays; for international orders, non-working days at the destination and customs clearance may also have an effect. These are estimates, not guaranteed dates. We will notify you of the dispatch and of any incidents we become aware of.
4. Packaging, carrier and tracking
We ship with DHL or UPS, in a sturdy box with protective material, and we photograph the order before handing it to the carrier. We share the tracking number when it is dispatched. We do not offer an additional express option. If the estimated time passes or tracking does not progress, write to us with your order number; we will review the shipment and tell you the solution.
5. Cancellation and right of withdrawal
To cancel, write to [email protected] as soon as possible with your order number. If it has already been dispatched, we will explain the applicable return procedure. Where the legal right of withdrawal (revocación) applies, you may exercise it within 5 business days from delivery of the goods or conclusion of the contract, whichever occurs later. The legal exceptions for perishable goods do not remove your rights for defects, damage or non-performance.
6. Returns of non-food products
For a commercial return of non-food products, tell us the reason. We will send you a return label and, from the time you receive it, you will have 7 calendar days to ship the return. Before you agree to proceed with the return, we will tell you whether it has a cost for you: defects, damage or errors attributable to Albye are handled at no return cost to you; for a withdrawal without a defect, you cover the transport and insurance costs that the law places on you. This commercial facility does not replace or shorten the periods or remedies you are entitled to by law.
7. Food products
We do not ship returned food products to other buyers. We do not offer a commercial return of food, perishable or not, for a simple change of mind; if the right of withdrawal in section 5 applies to you, we respect it. Every claim for damage, defect or incorrect product is handled in accordance with consumer rights.
8. Damaged, incorrect or defective products
If the order arrives damaged, incorrect or defective, we ask you to notify [email protected] on the day you receive it or the following day. Include your order number and, if possible, photos of the product, packaging and shipping label; keep the packaging to help the investigation. If a food product appears unsafe, do not consume it. Notifying us later, or being unable to provide a photograph, does not result in automatic rejection and does not remove your rights.
9. Remedies and claim periods
We will review the case, provide the necessary return label and, if you choose a replacement, arrange it when you hand the returned product to the carrier. Where the law provides for it, you may choose a refund of the amount paid and any applicable compensation (bonificación). We do not limit legal claims to the recommended notice period. Claims under articles 92 and 93 of the Federal Consumer Protection Law (Ley Federal de Protección al Consumidor) will be handled within their legal periods, including the maximum of 15 days from the claim established in article 93.
10. Refunds of card or Link payments
For card or Link payments, we request the refund to the original payment method once the return is approved and, where applicable, the product has been received. We do not promise that the bank will credit it instantly; we will inform you of the refund status and provide proof of it.
11. Refunds of OXXO payments
Stripe does not allow refunds of payments made at OXXO, either manually or automatically. When money must be returned, we will use an external process: we will propose a bank transfer and ask for your express acceptance when processing the return. We will request only the account holder's name, bank and CLABE (standardized Mexican bank account number) needed. We will make the transfer within 2 business days of approving the refund and receiving the complete data, and will send you the proof of transfer. If you do not have an account or do not accept this method, contact us to agree on an alternative; a valid refund will not be refused for that reason. Store credit is not imposed. We will respect the applicable legal periods.
