MexGrocer.com Customer Service - HELP and FAQ

Ordering

Placing an order
Ordering online with MexGrocer.com is as easy as 1,2,3. First, browse through our selection of 22 shopping categories, shop by brand with over 100 Mexican brands to choose from, or use our internal search box to locate any product or item(s) you would like to purchase and add the number of items to your shopping cart by clicking at the basket (if NO basket is shown, product is temporarily out of stock) and proceed shopping or continue to check out. That’s it! It’s that easy.

However, if your prefer to Order by Phone give us a call at 1 (844) 639-4762 or (1 844 MEXGROCER), have your credit card on hand and we will gladly place your order. We're open Monday through Friday from 9am to 5pm PT.
Back to top

Canceling my order
Please contact us as soon as possible. MexGrocer.com is unable to cancel an order once it has been shipped.  Please review our Returns and Exchanges Policy to resolve your request.
Back to top

Payment options
We accept all major credit cards including Visa, MasterCard, American Express, and Discover.  If, for any reason, MexGrocer cannot process your credit card we will notify you by email within 24 hours.

You may also pay with a Money Order, however the order is processed until payment has been received and collected. All you need to do is place an order as you would regularly until the payment center. When you get to this step, just take down all the order information (Name, Shipping Info, Products with Quantities, Shipping Option and Shipping Cost, and Order Totals) and send it in the mail to:

     MexGrocer.com
      4901 Morena Blvd. suite 1106
      San Diego, CA 92117
Back to top

Sales tax
MexGrocer.com is required by law to charge appropriate sales tax when shipping within the state of California. Only non-food products must pay an 8.25% for taxes.
Back to top

Security
Absolutely!  We use Secure Socket Layer (SSL) encryption to ensure that your personal information cannot be intercepted and read by a third party.  Your personal information and your credit card information are converted into bits of code that are transmitted securely.  None of our customers have ever reported fraudulent use of their credit card information as a result of giving it to us over the Web, but if you ever suspect that your credit card information is being used without your knowledge, you should contact your credit card company immediately.  Please visit our Security Policy for more information.
Back to top

Returns

Returns or exchanges
MexGrocer.com unconditionally guarantees the quality of our products. If you are not completely satisfied with the quality of our products or if you find that your order contains a wrong item, simply contact us within 30 days of your delivery and we will refund your money.

Within 30 days after delivery, you may return products purchased from MexGrocer.com for full credit, except for items where it specifies a unique policy for such items. Please read carefully the item's description for more details. Please note that we can process returns and refunds only for items purchased from MexGrocer.com. We will not be able to refund any shipping charges, unless it was due to an error on our part (for example, shipping the wrong item). Food Items: are non-returnable due to potential safety risks. However, if an item arrives damaged or defective, you can still request a refund or replacement.

To return please include the following in your package: Un-opened items you are returning in the original packaging and sales invoice with the items and prices circled.

Enclose the slip in the carton, wrap the package securely, and send it to:

      MexGrocer.com
      Returns Department
      4901 Morena Blvd. Suite 1106
      San Diego, CA 92117 USA

Please write the reason for your return on the back of your invoice. For your protection, please use Fedex, UPS or Insured Parcel Post for shipment.
Back to top

Merchandise

Using the search option
Enter the product name, item number or site category you are searching for in the Search Field located in the upper left-hand corner of every screen for your convenience.  Press the "Enter" key or click on "Go."
Back to top

Product availability
MexGrocer.com offers a selection of some of our best values and most popular items online for Mexican food.  Most products are shipped by the next business day. Please Note that All orders received before 12:00 PM Monday through Friday will be shipped the same business day, all orders received after this time will be shipped the following business day.
Back to top

Shipping

Shipping options
We currently offer three shipping options within the United States.  You may choose Ground, 2nd Day Air or Next Day Air service.  If you choose Ground, most of our customers in the contiguous U.S. receive their orders in just 5 to 7 business days.  With 2nd Day Air most customers receive in just 2 to 3 Business days.  Need it faster?   Next Day Air will deliver your order within 1 business day after we have filled your order.  We are sorry, but we do not offer Saturday or Sunday delivery.
Back to top

Shipping outside the United States
MexGrocer.com will ship your order to the any location within the contiguous United States, Alaska, Hawaii and APO/FPO military bases. We are now shipping to Canada.  For complete shipping information, visit our Shipping Rate Chart.
Back to top

Shipping to a P.O. BOX
We’re sorry, but you must provide us with a valid residential address in order to accommodate your request.  We can only accept P.O. Boxes for Alaska and Hawaii orders only. For complete shipping information, visit our Shipping Rate Chart..
Back to top

Checking order status
You will receive two e-mails after you have placed your order and provided us with a valid e-mail address:

• The first confirms that your order has been received (your order confirmation number will be included); this e-mail should arrive within approximately 24 hours following authorization of your credit card and verification of your information.
• The second confirms that your order has been shipped (any tracking information will be included).

Back to top

Track packages
Find the Fedex, UPS tracking number in the e-mail we sent you confirming that your order has been shipped.  Use that number in our Order Tracking page to check the status of your order online.  It may take 24 hours after your package was picked up from our fulfillment center before tracking information appears on Fedex or UPS's web site.

If your order appears late, remember:

• Credit card approval must be received prior to processing.
• Overnight orders placed after 12 noon PST are processed the following day.
• Overnight delivery only occurs on business days (Mondays through Fridays, excluding holidays).

Back to top

Shipping Charges
Your shipping charges will appear in the box marked "shipping charges" at checkout for your convenience.  For complete shipping information before you check out, please review our Shipping Rate Chart.
Back to top

Shipping to multiple locations
At this time, you are required to make separate transactions for items you wish to have shipped to different locations.
Back to top

Miscellaneous

Low price guarantee
MexGrocer.com guarantees our everyday low prices from products sold on the Internet.  We are committed to extending you the opportunity to purchase high quality merchandise at the best prices around!  We continually monitor our prices to ensure that we meet or beat our competitors. Our low price guarantee is being compared with other Internet stores and not with any physical locations.
Back to top

Using coupons online

Most coupons offered through MexGrocer.com advertisements can be applied to your online purchase.  To redeem a coupon:

• Select your items and add them to your Shopping Cart.
• On the Payment page of Check Out, you will see the section "Coupon or Promotional Code"  Enter the coupon code into the field provided.  (NOTE: Only one coupon can be used per order.)
• Click "Continue", and the page will reload with your new order totals, so you may proceed through the checkout process.

Please double-check the requirements of your coupon to make sure they are met -- every coupon has different rewards and requirements, and unless otherwise specified, can be used only once.
Back to top