PURCHASING AND SHIPPING POLICY
This Purchasing and Shipping Policy, available on our website (www.zahini.com), applies throughout the United Mexican States (hereinafter “National Territory” or “Mexico”). At PRODUCTOS ZERO LACTEO, S.A. DE C.V. (hereinafter “ZERO LACTEO”), we strive to offer you the best quality and service whenever you shop with us. For clarity, below are the details that apply when you place an order on our website.
1. SERVICE HOURS. You may place an order on our website at any time, any day of the week. Our customer service hours are Monday through Friday, 9:00 am to 5:00 pm, and orders are processed during these hours. Carriers have an 11:00 am cutoff for same-day pickup requests. Orders received before 11:00 am are therefore packed and collected that day; orders placed after 11:00 am are dispatched the following day. We ship Monday through Wednesday to ensure delivery by Friday of the same week and prevent coolers from spending the weekend in a carrier's warehouse. Orders placed on Wednesday afternoon can only be scheduled starting the following Monday.
2. SHIPPING METHOD. Products sold on the website must be stored and transported under refrigeration. Orders within Mexico City may be delivered in our refrigerated vehicle without an insulated polystyrene cooler. Orders to other states in Mexico are sent by express courier through Estafeta, FedEx or DHL in polystyrene coolers. The coolers contain foam padding and ice packs to protect the products during transit. Your order is considered delivered when the courier leaves it at the specified delivery address, whether or not the recipient signs for it.
3. SHIPPING TIMES. All shipments to other states are sent by express service through one of the three carriers mentioned above to preserve the products' condition. Estimated express delivery time is 24 to 48 hours from collection at the point of origin. “ZERO LACTEO” is not liable for delayed or failed delivery resulting from unforeseen circumstances, force majeure or any other cause beyond its control. If express service is unavailable at the delivery address provided in your order, we will contact you using the registered email address or phone number to discuss other delivery options and alternatives. To prevent parcels from spending a weekend in a carrier's warehouse, orders ship Monday through Wednesday to ensure delivery by Friday of the same week.
4. SHIPPING COSTS. We offer free shipping on purchases of $1400.00 MXN or more, so there's good news: all coolers qualify for free shipping throughout Mexico.
5. PRODUCT EXPIRY. Product expiry dates may vary depending on the production date, order date and shipping date. We commit to delivering products with at least 30 calendar days remaining before expiry. If we cannot meet this commitment, we will notify you in advance and offer a later shipping date with a longer remaining shelf life.
6. PRODUCT AVAILABILITY. Product availability may vary depending on production dates and the stock available when your order is placed and shipped. If we do not have sufficient stock to fulfill your order, we will contact you using the registered email address or phone number to offer an alternative flavor or a later shipping date so we can supply the quantities ordered.
7. DISCOUNT CODES. Each month, we share a special discount in our newsletter that you can redeem when you shop. We also occasionally post special discounts on social media or offer them at events. The discount may be a percentage of the order total or a fixed amount deducted from the order subtotal.
8. MINIMUM PURCHASE. The minimum purchase on our website is $1400.00 MXN. The minimum and maximum number of items per cooler are specified when you select the cooler type and during the “Build your cooler” process. The number of items cannot be reduced or increased beyond the quantities specified on the website.
9. CONFIRMATION EMAIL. For every purchase made on the website, you will receive an email containing your order summary and number, payment information and delivery details. If you do not receive the confirmation email or require an invoice, please email info@zerolacteo.com.
10. TRACKING YOUR ORDER. Once we generate the shipping label with the selected carrier, you will receive an email with a tracking link so you can follow your order's progress. If you are in Mexico City and your order is delivered in our refrigerated vehicle, we will message the phone number provided in your order to confirm the delivery date and time.
11. SHIPPING COVERAGE. The website may only be used to purchase items for delivery to addresses within Mexico. Nevertheless, “ZERO LACTEO” reserves the right to decline an order placed on the website, without liability, if it considers the requested delivery address difficult to access or serve, if the carrier classifies it as an extended-service area, or if express delivery is unavailable. If “ZERO LACTEO” cancels an order for this reason, a refund will be issued as specified in the Return Policy.
12. EXCHANGES, RETURNS, REFUNDS AND CANCELLATIONS. If you receive an incorrect product or one damaged in transit, please refer to the Return Policy.
13. TRANSACTIONS. Payment methods available on the website are PayPal and Openpay. All credit and debit card payments are processed exclusively by Openpay. By completing a transaction, the user authorizes “ZERO LACTEO” to charge the purchase amount to the selected payment method. You will receive a receipt for each transaction, which you must download and retain.