We want every plush to arrive happily at its new home. Here's how we ship and what to do if something went wrong.
🚚 Shipping
- We ship anywhere in Mexico through Envíos Perros with couriers such as Estafeta.
- We pack your order within 1–2 business days after payment is confirmed.
- Delivery time depends on the service you choose at checkout (e.g. Economy 3–5 business days or Express 1–2 business days).
- Once your order ships you'll see the tracking number in "My orders".
- Please double-check your address and phone: if the courier can't deliver because of wrong details, reshipping may have a cost.
🎁 Exchanges and returns
- You have 30 calendar days from delivery to request an exchange or return.
- The plush must be unused, clean, with its tags and in its original packaging.
- For hygiene reasons we can't accept used or washed items, unless they have a manufacturing defect.
😿 Damaged or wrong item
If your plush arrived damaged, defective or isn't what you ordered, write to us within 7 days of delivery with photos of the item and package. We'll send the right one or refund you, and we cover shipping.
How to request it
- Email luisarthe27@gmail.com with your order number (ZT-…) and the reason.
- We'll send instructions and, if applicable, a return label.
- Once we receive and check the item, we exchange or refund it.
💳 Refunds
- We refund to the original payment method through Mercado Pago within 5 business days after approving the return.
- Depending on your bank, it may take a few more days to show up.
- For change-of-mind returns, return shipping is on you and the original shipping isn't refunded.
Cancellations
You can cancel for free as long as your order hasn't shipped. Write to us as soon as possible with your order number. Unpaid orders cancel automatically when the payment deadline passes.