Shipping and Return Policies
1. Order Placement Orders can be placed at any time of the day. The latest order to be received for same-day delivery must be placed by 6:00 pm. You can also schedule your order in advance, even months ahead.
2. Order Modifications and Cancellations You may change or cancel your order as long as you notify our Customer Service team at least 24 hours before the scheduled delivery time. Contact us via WhatsApp/SMS at +52 984 179 3701, chat, or email at customerservice@maya-cart.com. Ensure you receive a confirmation email or verbal acknowledgment to guarantee that your request has been received. While we will make every effort to accommodate changes made after this period, MayaCart cannot guarantee these changes due to logistical constraints. In such cases, we reserve the right to accept or deny the request.
If your request for change or cancellation is accepted, you will receive an updated order confirmation via email or through your MayaCart account. If the change is denied, you will need to proceed with the original purchase as per the initial order confirmation.
If you need to reschedule the delivery time, MayaCart will charge an additional shipping fee plus a 10% handling fee for the product. If you refuse to accept a paid order, MayaCart will retain the shipping cost plus 25% of the order value as a restocking fee. For unpaid orders, MayaCart reserves the right to delete your user account and restrict future access to our services.
3. Product Availability At MayaCart, we strive to satisfy your needs. If you are unable to find a product on our website, please contact our team via WhatsApp so we can add it to your order. Once the item is available, your order will be updated accordingly.
4. Product Substitution In rare cases where a product is unavailable, we may include a similar product in your order. You will have the option to accept or reject the substituted product. If you have already paid for the order and choose not to accept the substitution, we will refund the cost of the products using the same payment method, provided the products are not frozen, refrigerated, fresh fruits, or vegetables.
5. Complaints and Issues with Orders If you are dissatisfied with your order or if it arrives incomplete, please contact our Customer Service team immediately via WhatsApp/SMS at +52 984 179 3701 or by email at customerservice@maya-cart.com. We are committed to resolving your concerns as quickly as possible.
6. Order Delivery To receive your order, you must reside in a house or apartment and be present at the time of delivery. From your second order onward, you may designate another person to receive your order on your behalf. This person will be subject to the same terms and conditions outlined in this policy.
For second and subsequent orders, any individual present at the delivery address will be presumed authorized to receive the order. If no one is present at the time of delivery for a paid order, MayaCart will charge the shipping fee plus 25% of the order value as a restocking fee. For unpaid orders, MayaCart reserves the right to delete the user’s account and restrict access to our platform and services.
7. Product Inspection Our delivery personnel are unable to wait while you inspect all items in your order. However, you can verify the contents of your order through the “My Order” section of your MayaCart account, located at the bottom-right corner of the website or by accessing it directly through the provided link. If any items are missing or you have any concerns, please contact our Customer Service team immediately via WhatsApp/SMS at +52 984 179 3701 or by email at customerservice@maya-cart.com.
8. Delays and Force Majeure Unexpected events such as severe weather, road accidents, strikes, power outages, or mechanical failures may result in delivery delays or the suspension of delivery times or dates. In such cases, our Customer Service team will contact you via email or phone to reschedule your delivery as soon as possible.