FAQS
When will I get my order?
We will work quickly to ship your order as soon as possible. Please allow 1-3 weeks for our standard processing time and products ready to ship. For all our pre-sale and made-to-order products the processing times could be from 1-16 weeks.
You can confirm this information in the "Shipping & Returns" section of each product.
Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
What do I do if my order has taken longer than estimated to ship?
Remember that most of our products are made to order, wait times are estimates and may vary due to demand or production delays. Before purchasing a product from our store, you agree to the terms and conditions of our service, including these order processing times.
What happens if my order includes an in-stock product and a made-to-order product?
If your order includes one (or more) in-stock items, please note that we will hold the ENTIRE ORDER until the pre-order item(s) are available for shipment. Unfortunately, during this time, we cannot split or combine any orders, we must wait until everything is ready to be shipped in one single box. If you have any questions, please contact our customer service team at hola@casapazmx.com
Can I cancel my order?
We are unable to offer cancellations and refunds at this moment. All sales are final. Once your order is placed, we only offer 24 hours for cancellations or changes. After this time, we will not be able to assist you with this request, as your order has been processed and we will begin working on it.
Please note, Casa Paz reserves the right to refuse all returns, cancellations, and refunds.
International Shipping, Customs, Duties and Taxes
We ship internationally. Please note that CasaPazMx is not responsible for any customs and taxes applied to your order. All fees imposed during or after shipping are the responsibility of the customer (tariffs, taxes, etc.).
I put the wrong address in my order, what should I do?
Please be careful when entering your shipping address, we will not be responsible for orders sent to the incorrect delivery address provided by the customer.
How can I track my package?
Once your order has been fulfilled, you will receive an email with your tracking information. You can track the progress of your order directly on your order information and the link you received.
My package seems to have stopped moving, what should I do?
If your package stops moving at any point, do not fret! It is still on its way to you and is likely just clearing customs. Occasionally, there may be delays due to customs or weather events. If your package does not have an update or remains in the same place after 3 business days, please contact us immediately to prevent it from being lost.
If after 20 days of marking your order as shipped, you have not received it, and you have not notified us, we will not be responsible for it as our shipping insurance has expired.
My package was already shipped, but I haven't received it.
Once shipped your order should arrive within 7 - 10 business days. If after 20 days of marking your order as shipped, you have not received it, and you have not notified us, we will not be responsible for it as our shipping insurance has expired.
Do you offer exchanges?
Unfortunately, we are unable to process exchanges at this time.
What is the return policy?
We are unable to offer refunds, returns, or exchanges. All sales are final.
Our goal is for every customer to be totally satisfied with their purchase. If this isn’t the case, let us know and we’ll do our best to work with you to make it right. Please note, that CasaPazMx reserves the right to refuse all returns, reshipments, and refunds.
Are any purchases final sale?
All our sales are final.
Where are your products manufactured?
Our products are completely made in Mexico. We carefully select our manufacturing partners to ensure our products are high quality and a fair value.
How much does shipping cost?
Shipping is calculated based on your location and the items in your order. You will always know the shipping price before you purchase.
I received incorrect items in my order, what should I do?
If you receive one or more incorrect items, please contact us immediately or within 48 hours of your package's arrival. Please provide your order number in your request so we can work on it.
My order is incomplete, what should I do?
Please contact us within 48 hours of receiving your order, so that we can take care of this for you. Please provide your order number with your inquiry. If after this time you have not notified us, we will not be responsible for it as our shipping insurance has expired.
My items arrived damaged, what should I do?
CasaPazMx is not liable for any products damaged or lost during shipping, however, please contact us if your order is lost or damaged by the carrier and we will file a claim for you. The customer must contact us within 48 hours of receipt. Customers must include photos of the issue and a screenshot of your order confirmation email. To start this process please visit our Contact Us. If after this time you have not notified us, we will not be responsible for it.
Where is my package shipped from?
All our products are shipped from Oaxaca, México.