FAQ

# Frequently Asked Questions (FAQ)

We answer the most common questions so you can shop with confidence.

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## 🍞 About the products

### Are they suitable for type 2 diabetics?
Yes. All our products are formulated with no added sugar, low net carbohydrates, and no problematic sugar alcohols (like maltitol). Esteban designs each recipe with people with diabetes and insulin resistance in mind. **We recommend consulting your doctor for your specific case.**

### Are they keto-friendly?
Most of them are. Each product includes its nutritional information with net carbohydrates. If you follow strict keto (<20g net/day), check the label of each product.

### Do they contain gluten?
Some do (products with wheat flour) and others don't (products with almond, coconut flour). Each product specifies whether it **contains gluten** or is **gluten-free**. If you are celiac, please contact us before ordering.

### Do they contain dairy? Nuts?
Most of our desserts contain dairy (butter, milk) and many contain nuts (almond, walnut). **Check the ingredient list** of each product. If you have severe allergies, please contact us before purchasing.

### What sweeteners do you use?
Mainly **erythritol** and **monk fruit**. These are natural sweeteners that DO NOT raise glucose, have NO calories, and DO NOT cause the digestive problems of maltitol or sorbitol.

### Are these products vegan?
Some are (most granolas, certain breads). Most desserts are not because they use butter, egg, or dairy. Each product indicates this.

### How long do they last?
It depends on the product:
- **Breads and cookies:** 1 week refrigerated, 2-3 months frozen.
- **Desserts:** 1 week refrigerated, 1-2 months frozen.
- **Granolas, bars, spreads:** 2-3 months in the pantry.
- **Protein powders:** 12 months in a cool, dry place.

Each package has the expiration date printed on it.

### Do they require refrigeration?
- **Refrigeration mandatory:** fresh breads, desserts, opened spreads.
- **Freezing recommended** if you will not consume within 7 days.
- **Room temperature:** granolas, bars, protein, pantry items, tortilla chips.

Each product includes its storage instructions.

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## 🚚 Shipping and deliveries

### Do you ship outside of Cancun?
Yes, we ship to **all of Mexico**. Cancun and Quintana Roo in 24-72 hours, rest of the country in 3-5 days. Details in our [Shipping Policy](/pages/envios).


### When will my order arrive?
Orders confirmed before 12:00 PM ship the same day (in Cancun). Orders to other cities take 3-5 business days. You will receive an email with a tracking number.

### How are products kept fresh during shipping?
We use **insulated thermal packaging with cooling gels** for perishable products. The cold chain is maintained for up to 48 hours.

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## 💳 Payments and invoicing

### What payment methods do you accept?
- Credit and debit cards (Visa, Mastercard, AmEx)
- OXXO Pay
- SPEI Transfer
- Mercado Pago

### Do you accept cash on delivery?
Not at this time. All orders must be prepaid before shipping.

### Do you issue invoices?
Yes, CFDI invoices. Request it during checkout or send your tax information to [facturacion@delya.com.mx] within **3 business days** after your purchase.

### Do you have discounts or coupons?
Yes:
- **Your first purchase:** 15% off with code **DELYA15**.
- **Monthly subscription:** 10% recurring off.

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## 🔄 Subscriptions

### How does the subscription work?
You subscribe to specific products or a box, choose the frequency (monthly recommended), and automatically receive your order. You save **10%** on each shipment.

### Can I pause or cancel my subscription?
Yes, whenever you want and without penalty. You can do it from your account or via WhatsApp.

### Can I change the products in my next box?
Yes, until the **25th of the month** prior to shipment.

### Do you charge in advance?
Yes, each charge is made a few days before the corresponding shipment.

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## 📦 Returns

### Do you accept returns?
Only in these cases: damaged, expired, incorrect, incomplete, or defective product. **We do not accept returns for change of mind** because they are perishable foods. Details in our [Returns Policy](/policies/refund-policy).


### How long does my refund take?
5-10 business days to reflect on your card or bank account, depending on your bank.

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## 🎁 Gifts and corporate

### Can you send as a gift with a personalized note?
Yes. During checkout, select the option "**It's a gift**" and leave us your message. We include it handwritten (without price on the note).


### Do you have gift cards?
Coming soon. For now, you can pay for someone else's order using their shipping address.

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## 🩺 Health and diet

### I am diabetic, do I need to consult my doctor first?
**Yes, we always recommend consulting your doctor or nutritionist** before making significant changes to your diet. Our products are a tool to help you; they do not replace individual medical advice.

### Does Esteban offer consultations?
Yes, he sees selected patients in Cancun. Request an appointment via WhatsApp +52 998 165 9987

### Will these products help me lose weight?
They help, but they are not a magic solution. They are real food designed to help you maintain a sustainable and enjoyable eating plan. Weight loss depends on your overall plan.

### Are they suitable for children?
Yes, no added sugar makes them a much better option than commercial products. **As with any food, vary your child's options and consult a pediatrician if they have special conditions.**

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We are here to answer any questions before, during, or after your purchase.