Effective Date: October 26, 2026
This Shipping Policy applies to all product orders placed on the official e-commerce platform of MASCOTAS Y JARDINES, S.A. DE C.V., accessible at www.mascotasjardines.com. As a local Mexico-based pet accessory retailer run by a team of passionate pet lovers, we are fully committed to delivering every order of our pet-safe grooming gloves, durable interactive pet toys, travel water solutions and other curated pet gear to customers across the country in a fast, reliable and transparent manner.
If you have any questions, tracking support requests, or special delivery needs related to this shipping policy, you may reach our dedicated logistics support team through our official contact channels at any time:
- Registered Company Name: MASCOTAS Y JARDINES, S.A. DE C.V.
- Physical Operations and Mailing Address: Av. Naciones Unidas 5279, Col. Jardines Universidad
- Customer Service Phone Line: +52 3325482012
- Official Contact Email: [email protected]
1. Order Processing and Confirmation
Once you complete checkout and submit your payment for any item on our www.mascotasjardines.com platform, we will send an automated order confirmation email to the email address you provided at checkout immediately. Our warehouse team will begin verifying your order details and arranging dispatch within 1 business day, excluding weekends and official Mexican public holidays. All orders undergo a mandatory 2-step quality check before packaging: our team will double confirm that the product you selected is free of manufacturing defects, made with fully pet-safe non-toxic materials, and matches exactly the specifications listed on our product page, before packing it with shock-resistant protective wrapping to avoid any transit damage.
We will notify you promptly via email if the product you ordered falls into a temporary backorder state, and provide you with the estimated dispatch timeline for the out-of-stock item. You are fully entitled to adjust your order, select an alternative equivalent pet product, or request to reserve the item for the next restock shipment with no extra charges applied.
2. Domestic Shipping Coverage and Delivery Timelines
We currently provide fast local shipping services covering every state and city across Mexico for all customers who purchase pet supplies from our platform:
- Metro Guadalajara Local Delivery: For customers located within Guadalajara city limits, we offer same-day dispatch if you place your order before 2 PM local working time, with delivery completed within 1 to 2 business days.
- Major Mexican City Standard Delivery: For customers residing in Mexico City, Monterrey, Puebla, Cancun and other major urban areas across the country, standard delivery takes 3 to 5 business days after your order is dispatched from our warehouse.
- Remote and Rural Area Delivery: For customers located in smaller towns and remote rural regions across Mexico, delivery will be completed within 7 to 10 business days after dispatch.
Once your order leaves our warehouse, we will send you a dedicated real-time tracking link via email, which allows you to monitor the exact location of your pet gear shipment at any time until it arrives at your provided shipping address.
3. Shipping Fee Structure
To make our high-quality pet accessories accessible to all pet parents across the country, we have set up a transparent, no-hidden-fee shipping pricing system:
- All orders with a total cart value over €49 qualify for completely free standard shipping anywhere within Mexican national territory.
- For orders under €49, a flat rate standard shipping fee of €4.99 will be applied at checkout, no extra hidden surcharges for heavy pet water dispensers or bulk sets of grooming tools.
- You may opt for expedited priority shipping at checkout for a small extra fee of €7.99, which will cut your total delivery time by up to 60% and prioritize your order for immediate dispatch on the same business day.
We do not process international shipping for customers outside Mexico at this stage, and all orders with shipping addresses outside of Mexican national territory will be automatically cancelled and fully refunded to your original payment method within 3 business days.
4. Delivery Rules and Post-Dispatch Support
Our courier delivery partners will contact you via the phone number you submitted at checkout before attempting to hand over your order. We highly recommend you provide an accurate, accessible shipping address and keep your phone line active during the expected delivery window to avoid failed delivery attempts. If a first delivery attempt misses you, the courier will hold your package at the nearest local pickup point for 7 calendar days, and you may arrange an alternative redelivery time free of extra charges during this period.
In the rare situation where your package is confirmed lost by our logistics partner during transit, or your delivered pet product arrives with visible packaging damage that impacts the product quality, you may contact our customer service team with corresponding photo evidence within 48 hours of delivery. We will immediately arrange a brand-new free replacement shipment for you, or offer you a 120% value store credit to redeem for any other pet gear on our platform, no additional costs will be charged to you.
For all inquiries and issues related to your shipment, our support team will respond to your request within 12 business hours to help resolve your concerns smoothly.