The shipping fee charged at checkout covers transportation only.
Import duties, taxes, or customs fees are NOT included and may be charged once the package arrives in your country. These charges are determined by your local customs authorities and are the responsibility of the customer.
Order Processing Time
All in-stock orders are processed within 2–5 business days (Monday–Friday).
Orders placed on weekends or holidays will begin processing on the next business day.
If any item is out of stock, we will notify you with an estimated production or restock time.
Shipping Methods
We ship all orders via trusted international carriers such as DHL or UPS, depending on destination and service availability.
Once your order ships, you will receive a tracking number via email to monitor your delivery.
Delivery Times
Mexico (Domestic Shipping)
Estimated delivery time: 4–5 business days after processing.
International Shipping
Estimated delivery time: 4–15 business days after processing.
⚠️ Please note: Delivery times do not include customs clearance delays, which may vary by country.
Customs, Duties & Taxes
All international orders may be subject to:
Import duties
VAT or local taxes
Customs handling fees
These charges:
Are not included in your order total
Are determined by your country’s regulations
Must be paid by the customer to release the shipment
Tepotztli has no control over these charges and cannot estimate them in advance.
We recommend contacting your local customs office for more information before placing your order.
Important: Delivery Attempts & Responsibilities
If customs duties are not paid or the customer cannot be reached:
The carrier may attempt delivery multiple times
The shipment may be held, returned, or even destroyed
We strongly recommend:
Monitoring your tracking closely
Checking spam/junk folders for carrier notifications
Contacting the carrier directly if needed
Shipping Costs
Shipping rates are calculated automatically at checkout based on:
Destination
Package size and weight
The final shipping cost displayed at checkout reflects transportation only.
Payments
All prices are listed in USD
Full payment (including shipping) is required at checkout
Accepted payment methods include credit/debit cards, PayPal, and bank transfer
Questions?
If you have any questions regarding your shipment, feel free to contact us at: 📩 tepotztli@gmail.com
Choosing a selection results in a full page refresh.
We use our own and third party cookies to analyze user navigation and improve our services. By clicking I agree you consent to these cookies.
Tepotztli is committed to providing a positive shopping experience for all our customers. If you are unsatisfied with your purchase, you have 5 days from the date of receiving your order to request a return, exchange, or refund. Please contact us at tepotztli@gmail.com to initiate your request.
Return and Refund Process
Inspection and Confirmation: Once we receive and inspect your return, we will send you an email to confirm approval or rejection of your refund.
Refund: If approved, your refund will be processed, and a credit will be applied to your original payment method within a few days, depending on your bank or card issuer.
Non-Returnable Items: Discounted or customized items are final sale and cannot be returned.
Returnable Items: Full-priced items in their original condition may be returned for a refund if the return is requested within 5 days of delivery.
Product Exchanges If you would like to exchange an item, the following terms apply:
Same Model: Exchanging your item for the same model is free of charge.
Different Design: If you choose to exchange for a different design with a different price, you will need to pay the price difference.
Shipping Costs: All shipping costs, both for returning the original item and receiving the exchanged item, are the responsibility of the customer.
Important Note on Handmade Pieces Each piece is handmade by skilled artisans, which may lead to slight variations from the reference photos. We collaborate closely with various artists, each bringing a unique touch to the decoration—even within the same base design. These variations are part of the product's nature, making each piece one of a kind.
Return Shipping You are responsible for paying the shipping costs for returned items, and these costs are non-refundable. If your return is approved, the cost of return shipping will be deducted from your refund. We recommend using an insured courier service, such as UPS, FedEx, or DHL, for secure and trackable returns.
Order Cancellation You may cancel or modify your order within 24 hours of purchase by emailing tepotztli@gmail.com with the subject line "Order Cancellation" and a reason for the cancellation.
Intellectual Property Rights All Intellectual Property Rights in our products are owned by us or our licensors and are fully reserved.
For any further questions or assistance, please feel free to reach out to us!
