DELIVERY POLICY

Shipping & Delivery

We ship to most countries worldwide, for all domestic and international packages. While we strive to deliver goods in the time frame we specify, we cannot guarantee or accept liability for deliveries made outside of this time frame. As we rely on third party shipping companies to facilitate our customer deliveries for us, we cannot accept liability for out of pocket expenses or other costs incurred due to failed or delayed deliveries.

All orders will take approximately 3-5 business days to process. Our shipping time is usually within 7-10 business days to the USA, and 12-15 business days to other countries. However, it may take up to 20 business days to arrive depending on your location and how long it takes to get through customs. Kindly note that the delivery time will vary during holidays or limited edition launches.

We are not liable for deliveries that are affected by customs, natural occurrences, transfers from USPS to the local carrier in your country or air and ground transportation strikes or delays, nor any extra fee’s, customs or back end charges incurred.

IMPORTANT: We are not responsible if a package is undeliverable because of missing, incomplete or incorrect destination information. Please enter the correct shipping details when checking out. If you realise you have made an error in your shipping details, kindly e-mail us at [email protected] as soon as possible.

 

CHANGES ON ORDERS

Buyers are allowed to make changes to orders placed, within 24 hours of making their purchases and before the orders are fulfilled. Additional charges will be incurred by the buyers for any changes made to the orders after 24 hours of making their purchases.

Buyers are not allowed to cancel their purchases after the orders are placed.

 

RETURNS AFTER 10 DAYS

You must return item within 10 calendar days based on the 30-DAY REFUND GUARANTEE

Process for returning an item:

  1. Make sure it meets the criteria for a valid return.
  2. Send us a message at [email protected] indicating the intent to return the item. Please include the following in the email:
    1. Photo of the item
    2. Tags and labels attached

We will respond you on business day within 24 hours and assist you in processing the return of the purchased item.

 

RETURNS & REFUNDS

OUR 30-DAY MONEY BACK GUARANTEE

Mexten.com guarantees that any item bought from us will be refunded within 30 business days, post-purchase money back guarantee.

 

ACCEPTABLE RETURN REASONS

Your return can only be approved based on the following reasons:

ReasonsDescription
Objective reasons DamagedThe product is damaged in delivery
DefectiveThe product does not function as described in its manufacturer specification
Incorrect/wrong itemNot the product the customer ordered (e.g. wrong size or wrong color)
Missing items/partsMissing items/parts as indicated in the packaging
Does not fit*Customer receives the size that was ordered but it does not fit*
Website errorThe product does not match website specifications, description, or image (this issue is attributable to a website error/misinformation)

 

Request Refund

If you are eligible for a refund in accordance to refund reasons stated above, you can request a refund in “My Account > Orders” or you can use the link given below:
https://www.mexten.com/my-account/orders/

Choose item or entire order and click on “request refund” button. Let us know that you would like a refund, with a clear explanation of why you are not satisfied with delivery and upload images or any other supporting materials. We would like to know where things went wrong or how we can improve customer satisfaction and work experience. Each issue will be investigated within 1-2 business days. As a result customer will receive email, if customer is eligible for a refund, then refund will occur accordance with our refund policy stated below.

 

TIME FRAME TO RECEIVE YOUR REPLACEMENT/REFUND

Replacement option: once the item has undergone the quality evaluation process, expect to receive the item within 12-15 business days from the date we receive the tracking information of the returned item.

Refund option: customers who have requested for refund can expect to receive it within the following time frames:

Payment Method (at the time of purchase)Refund OptionRefund Lead Time (to see the amount on your bank statement)
Credit card / Debit CardCredit / Debit Reversal
PaypalPaypal reversal (if Paypal balance)5-7 business days
Credit reversal ( if Paypal is linked to a credit card)5 to 15 banking days
Note: The amount may be reflected in your next billing cycle
Debit reversal ( if Paypal is linked to a debit card)5 to 30 banking days(Depending on your issuing bank)
Note: The amount may be reflected in your next billing cycle