<transcy>Frequent questions</transcy>

1: How to cancel a duplicate or wrong order?

Make sure to send the email attention @ santosshop your order number, name registered in the purchase, payment reference and the reason for cancellation.
If applicable, we will confirm the cancellation of your order shortly.
If your payment was with cash or money from your account in our payment system, the money for your purchase will be automatically credited to your account.
If the payment was by debit card, the refund will appear in your bank account according to the times established by your banking institution. In the event that you have paid with a credit card, you will see the refund reflected in its summary according to the times established by your banking institution

2: Why does the payment processor ask for a photograph of my INE or other official identification?

On some occasions, according to the security filters for fraud prevention that the payment processor has, it may request extra official documentation to verify the name and signature of your card.

3: How can I confirm if my order was registered correctly?

As soon as you close the purchase process you will receive an email from our page with the details of your order.

If you are not sure if your order was registered correctly please send the email attention @ santosshop your order number and / or name with which the purchase was registered and / or transaction reference number.

We will contact you shortly to confirm your registration.

4: How long will it take to receive my products?

The delivery time depends on the type of service selected, the express service has a delivery time of 1 to 2 business days in Mexico and 2 to 3 days for the United States and Canada, the ground service has a delivery time of 2 to 4 business days in Mexico and 4 to 6 days for the United States and Canada.

If payment confirmation is received after 2:00 PM, it is considered an additional business day.

5: How do I know my order is on its way?

You will receive a shipping notification as soon as your purchase is delivered to the logistics provider, it will arrive at the data provided at the time of purchase.

Notifications are being sent through our delivery provider as your order progresses through the delivery network.

Questions to the email atencion@santosshop.mx

6: How do I buy?

1.) Choose your favorite products, add them to the cart and enter your information: name, email, shipping address and telephone.
2.) With this information we will calculate the shipping cost and you can choose the type of shipping you prefer.
3.) Once the shipment is selected, you will be able to choose the payment method of your preference and complete the order.
4.) We will send you an email with all the information about your order.

7: Rates and Delivery Times

We have different rates in Mexico, depending on the region. For the United States and Canada we have a fixed rate. All rates have a preferential price starting at $ 400 pesos.

We work with FedEx, the fastest parcel service in the world.

Deliveries in Mexico have a delivery time of between 1 and 4 business days depending on the selected service.

Deliveries in the United States and Canada have a delivery time of between 4 and 7 business days depending on the selected service.

You can check the status of your order at any time at

https://www.fedex.com/es-mx/tracking.html

The tracking number comes in the email that is sent to you once it has been collected by the parcel.

The delivery hours are from 9:00 am to 7:00 pm.

8: What payment methods are there?

We accept payments with credit / debit cards VISA - MasterCard, Bank Transfers and American Express, as well as cash payments in selected establishments.

9: How are the cash payments?

When you select this method, we will send you all the information via email, giving you different options so you can make your payment.

The time in which your payment is reflected will depend on the place you choose to pay. Remember that you only have 72 hours to make the payment, otherwise, your order will be canceled.

Contact us by email at atencion@santosshop.mx indicating your order number and reason for contact to give you all the information.

11: Automatic Order Cancellation

By policy, all orders that do not reflect payment in 72 hours whatever the means will be canceled automatically. A new order will have to be made with a new reference or payment confirmation according to the selected method.