Política de envío

Last updated: September 14, 2026

This Shipping Policy (hereinafter, the "Policy") comprehensively governs the conditions relating to the preparation, management, dispatch, transport and delivery of products purchased through this e-commerce website (hereinafter, the "Site").

Placing an order through the Site implies the reading, understanding and express, full and unconditional acceptance of all provisions contained in this Policy.

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Provider Identification

The Site and the Herbaluma brand are operated by EHCUOBM LLC, a limited liability company incorporated in the State of New Mexico, United States of America, with an address at 8206 Louisiana Blvd NE, Ste A #9696, Albuquerque, New Mexico 87113, United States.

Customer service email: support@herbaluma.com.

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Scope of Application and Operational Framework

This Policy applies exclusively to orders placed through the Site with a delivery address within the United Mexican States. Herbaluma markets and accepts orders solely for delivery within Mexico. Orders intended for other countries or territories will not be accepted. Product prices are displayed in Mexican pesos (MXN).

This Policy forms an integral part of the contractual terms of sale entered into electronically between the customer and the Store.

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Nature of the Logistics Model

The Store operates under an international e-commerce model in which certain products may be shipped directly from international suppliers to the end customer. This system allows orders to be managed efficiently and helps ensure the availability of the products offered.

Herbaluma manages the commercial relationship with the customer and the processing of the order, while certain stages of the logistics process may be carried out by external suppliers and logistics operators. The customer acknowledges that order delivery may depend on third parties responsible for transport and distribution, whose timelines and processes may be affected by external factors.

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Order Processing and Preparation

Once payment has been confirmed, the order enters the administrative validation and logistics management phase. The estimated processing time is one (1) to three (3) business days, during which the transaction is verified, product availability is checked and coordination with the supplier takes place. The stated timeframes are estimates and do not guarantee an exact dispatch date. Order preparation may be affected by operational circumstances, including, among others, anti-fraud checks, bank validations, technical issues with the payment gateway, temporary stock shortages, internal supplier processes or other factors that may affect the availability or management of the order.

The Store shall not be responsible for delays arising from such circumstances when they are beyond its reasonable control.

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Estimated Shipping and Delivery Times

The estimated transit time from dispatch by the supplier is five (5) to seven (7) business days, depending on the destination and the assigned logistics operator.

Including processing and transit, the total estimated delivery time is eight (8) to fifteen (15) business days from order confirmation.

This timeframe is indicative and does not constitute an express guarantee of delivery on a specific date. Times may vary depending on factors such as the customer's location, distance to the destination, availability of logistics routes, customs processes, carrier conditions or other external circumstances.

The Store shall not be responsible for delays arising from factors beyond its reasonable control, including supplier incidents, product availability, logistics congestion, geographical conditions at the destination or any other circumstance that may affect the delivery process.

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Availability and Stock Management

Product availability may depend on information provided by suppliers and the logistics management associated with each order. The Store does not guarantee the permanent or continuous availability of stock.

In the event of unavailability arising after order confirmation, the Store may:

a) Offer an alternative product with similar characteristics, or
b) Refund the amount paid for the unavailable product.

Stock unavailability shall not give rise to any right to additional compensation.

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Shipping Liability

The transport and delivery of orders are carried out by external and independent courier companies. Once the order has been handed over to the carrier, management of the shipment and transport-related incidents shall correspond to the logistics operator responsible for the delivery.

The Store shall not be responsible for delays, losses, damage, holds or incidents when these are attributable to the carrier or logistics operator responsible for the shipment.

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Transfer of Risk

The risk of loss of or damage to the product shall pass to the customer upon actual delivery of the order to the address provided.

The management of any incident relating to transportation shall correspond to the logistics operator responsible for the shipment, without prejudice to Herbaluma's cooperation where necessary to facilitate resolution of the incident. The customer acknowledges that information provided by logistics operators, including tracking updates and delivery records, will be relevant to the management of any claim relating to transportation.

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Delays Due to External Causes and Force Majeure

The Store shall not be responsible for delays, non-performance or inability to deliver arising from circumstances beyond its reasonable control, including, by way of example but not limitation:

a) Customs procedures or inspections.
b) Health or regulatory controls.
c) Government restrictions.
d) Labor disputes.
e) Interruptions in international logistics networks.
f) Natural disasters or adverse weather conditions.
g) Force majeure events.

The occurrence of such circumstances shall not give rise to any right to financial compensation.

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Additional Costs, Customs Duties and Taxes

The customer assumes exclusive responsibility for the payment of any customs duty, tax, fee or additional charge that may be imposed in the destination country. The Store does not determine or control such costs and shall not be responsible for their imposition. If the customer refuses to pay such charges when applicable, the order may be held or delivery may not be completed in accordance with the conditions established by the relevant authorities or logistics operator.

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Order Tracking

Where available, a tracking number will be provided. Updates to tracking information depend exclusively on the logistics operator's system and may be subject to delays in appearing online. The absence of an immediate update in the tracking system shall not constitute a contractual breach.

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Incorrect Address or Incomplete Information

The customer is responsible for providing accurate and complete shipping information. The Store shall not be responsible for failed deliveries resulting from errors in the information provided by the customer. Any costs arising from reshipment shall be borne by the customer.

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General Limitation of Liability

The Store's maximum liability in relation to shipping shall be limited to the amount actually paid for the product. Under no circumstances shall the Store be liable for indirect damages, economic losses, loss of profits or damages arising from delays or logistics incidents.

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Confirmed Delivery and "Order Not Received" Claims

For contractual purposes, the order shall be deemed delivered when the logistics operator confirms delivery to the address provided by the customer through an electronic record, delivery confirmation, geolocation, photograph, digital signature or any other verification method used by the carrier. Delivery confirmation issued by the logistics operator shall constitute sufficient evidence of fulfillment of the Store's shipping obligation.

If the customer claims not to have received the order despite there being proof of delivery from the carrier, the Store may:

a) Request a formal statement from the customer.
b) Initiate an investigation with the courier company.
c) Request additional information to verify the facts.

The Store shall not be responsible for losses, misplacement or misappropriation occurring after confirmation of delivery to the address provided by the customer.

The customer is responsible for ensuring that the address provided is secure and accessible for receipt of the order. In cases of reasonable suspicion of fraud, abuse of the claims system or inconsistencies in the information provided, the Store reserves the right to deny the request, without prejudice to any actions that may apply.

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Customer Service

For any inquiry, the customer may contact Herbaluma by email at support@herbaluma.com.

Our customer service hours are Monday through Friday, on business days, from 9:00 a.m. to 5:00 p.m., Mexico City time.

Inquiries received outside these hours will be handled as soon as possible during the next available customer service period.

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Applicable Law and Jurisdiction

This Policy, purchases made through the Site and any consumer relationship connected with Herbaluma shall be governed by the laws in force in the United Mexican States, in particular by the Federal Consumer Protection Law and any other applicable Mexican provisions.

Any dispute shall be submitted to the competent Mexican administrative or judicial authorities, without prejudice to the non-waivable rights granted to consumers under applicable law.

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Changes to the Policy

We may update this Shipping Policy to reflect changes in our practices or for operational, legal or regulatory reasons. The version in force shall be the one published on the Site at any given time, we will update the "Last updated" date and notify users of changes as required by applicable law.

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Express Acceptance

By placing an order through the Website, the customer declares that they have read, understood and expressly accepted this Shipping Policy. The customer also acknowledges having been informed of the processing and delivery timeframes, the possible involvement of carriers and customs authorities, as well as the other conditions applicable to shipment of the products.

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Contact

If the customer has any questions, concerns or requests relating to this Shipping Policy, they may contact us at the following email address:

Email: support@herbaluma.com