Shipping Policy
# Shipping Policy
**Last updated:** May 20, 2026
At Delya, we strive to ensure your order arrives quickly, in perfect condition, and as fresh as possible. Here's how our shipping works.
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## 1. Coverage Areas
We ship to:
- ✅ **Cancun and conurban area** (Quintana Roo)
- ✅ **Riviera Maya** (Playa del Carmen, Tulum, Puerto Morelos, Bacalar)
- ✅ **Rest of Quintana Roo**
- ✅ **Rest of Mexico** (all states)
- ❌ **International shipping** (coming soon)
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## 2. Costs and Delivery Times
### 🏠 Cancun and Quintana Roo
| Shipping Type | Time | Cost |
|---|---|---|
Cancun: Quoted at checkout
National: Quoted at checkout
### 🇲🇽 Rest of Mexico
| Shipping Type | Time | Cost |
|---|---|---|
| **Standard National** | 3-5 business days | **$150 MXN** |
| **Express** | 1-2 business days | **$280 MXN** |
> *Times are estimates and may vary due to high season, weather events, or force majeure.*
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## 3. Processing Hours and Days
- **We process orders** Monday to Friday, 9:00 AM to 5:00 PM.
- Orders confirmed before **12:00 PM** ship the same day (Cancun).
- Orders confirmed after 12:00 PM ship the next business day.
- **No shipments on Sundays or national holidays.**
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## 4. Shipping Carriers We Use
| Zone | Carrier |
|---|---|
| **Cancun (local deliveries)** | Own courier / [LOCAL COURIER] |
| **Riviera Maya** | [LOCAL COURIER — e.g., Mens Mex / Estafeta] |
| **Rest of Mexico** | Estafeta / DHL / FedEx (depending on destination) |
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## 5. Special Packaging for Perishable Products
Our **frozen or refrigerated** products are shipped with:
- **Insulated thermal packaging.**
- **Coolant gels** or dry ice depending on the destination.
- **Double layer** of protection against damage.
> ⚠️ We recommend being available to receive your order on the day of delivery. If no one receives it, the courier will attempt to deliver the next day, but the cold chain could be affected.
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## 6. Confirmation and Tracking
Once your order is dispatched, you will receive an email with:
- **Tracking number** from the carrier.
- **Tracking link** to follow your order in real time.
- **Estimated delivery time.**
You can also check the status of your order in your account or via WhatsApp at 9981659987.
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## 7. Receiving Your Order
Upon receiving your order:
1. **Check the packaging** before accepting it (make sure it's not damaged or wet).
2. **Confirm it's complete** by comparing it with your purchase receipt.
3. **Store** products according to instructions (refrigeration / freezing / room temperature).
If you detect any issues, contact 9981659987 within the first 48 hours. See Return Policy
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## 8. Incorrect Addresses or Absences
If you provide an **incorrect address** or are **unavailable** during delivery attempts:
- The courier will make **2-3 attempts** to deliver.
- If unsuccessful, the package will be returned to our facilities.
- The **cost of re-shipping** will be borne by the customer.
- If the product is damaged due to the delay, no refund will be issued.
Please ensure you provide:
- A **complete and correct address** (street, exterior and interior number, neighborhood, city, postal code, state).
- **Clear references** (between which streets, facade color, etc.).
- An **active phone number** with WhatsApp for the delivery driver.
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## 9. Delays Due to Force Majeure
We are not responsible for delays caused by:
- Weather events (hurricanes, rain, cold fronts).
- Roadblocks or protests.
- Operational issues of courier companies.
- Causes attributable to third parties.
In these cases, we will keep you informed and do our best to minimize the impact.
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## 10. Workshop Pickup (Pickup)
If you are in **Cancun**, you can pick up your order free of charge at our store:
- **Address:** Pabellón Caribe, Av. Nichupté 101, Mz 2, Lt 22, 2nd Floor, Office 214, Floor 2 Office 214, 77500 Cancun, Q.R.
- **Hours:** Monday to Friday 10:00 AM - 5:00 PM
- Select the **"Pickup in store"** option during checkout.
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## 11. Contact
For questions about your shipment:
- **WhatsApp:** [+52 9981659987]
- **Service hours:** Monday to Friday 10:00 AM - 6:00 PM
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*This policy is governed by the Federal Consumer Protection Law and applicable Mexican legislation.*
