Effective Date: October 1, 2026
This Shipping Policy is officially formulated and published by Guatever México, S.A. de C.V., governing all logistics, delivery and order shipping services for purchases completed through our official e-commerce website www.guatevermex.com. As a local Mexican brand with more than 6 years of experience dedicated to bringing gentle, safe flameless warmth to every Mexican home, we design our desktop aroma lamps and scenario lights to fit small desks, quiet bedrooms and cozy living corners, and we strive to deliver every safe, zero-fire-risk product to customers across the country efficiently, reliably and with full transparency. This policy outlines all clear rules related to shipping timelines, delivery coverage, shipping fees, order tracking and exception handling for every purchase you make on our platform.
1. Order Processing Timeline
Once you successfully place an order on our website and complete the payment verification process, our in-house team will start processing your package within 24 business hours, excluding weekends and official Mexican public holidays. Before handing over the product to our partnered logistics providers, every flameless aroma lamp and scenario light will go through a secondary pre-shipment quality check, to confirm that the unit functions properly: it runs completely silent with zero disturbing hum, supports adjustable mist level and glow brightness, and comes with all original accessories and printed user manuals that match the product description. You will receive an order confirmation email with a processing notification immediately after your payment goes through, and a separate shipment notification once your package is officially dispatched from our warehouse.
2. Delivery Coverage and Standard Shipping Timelines
We currently offer delivery services across all states and regions of Mexico, to make our soft, fresh scent and warm glow products accessible for every household. The standard estimated delivery window varies based on your location:
- For customers located in Mérida, Yucatán and surrounding nearby neighborhoods, orders will arrive at your designated address within 1 to 3 business days after shipment.
- For customers in major central Mexican cities including Mexico City, Guadalajara and Monterrey, standard delivery takes 3 to 5 business days after shipment.
- For customers residing in more remote suburban or rural regions across the country, the maximum standard delivery timeline will not exceed 7 business days after the package leaves our warehouse.
We also offer an optional expedited shipping service for customers who need to receive their products earlier. If you select the expedited shipping option at checkout, your order will be prioritized for processing and delivery, and will arrive at your address within 1 to 2 business days after shipment for most urban areas of Mexico.
3. Shipping Fee Rules
Our standard ground shipping service is completely free for all orders with a total value equal to or higher than 800 Mexican Pesos. For orders that fall below this minimum free shipping threshold, a flat standard shipping fee of 95 Mexican Pesos will be automatically added to your order checkout total. The expedited shipping service comes at a flat rate of 180 Mexican Pesos for all eligible locations, and this expedited fee applies regardless of your order total amount. All shipping fees are clearly displayed on the checkout page before you confirm your payment, with no hidden extra charges added after you complete your purchase.
4. Real-Time Order Tracking
Once your order is dispatched from our warehouse, we will send you a full formal shipment notification email to your reserved contact address. This email will include your unique package tracking number and a direct access link that you can use to view real-time updates of your package’s location and delivery status on our partnered logistics provider’s official platform. If you do not receive your shipment confirmation email 3 full business days after your payment is confirmed, you can reach out to our customer support team to request a re-send of the tracking information at any time.
5. Delivery Exceptions and Support
We take full responsibility for all shipping exceptions that occur during the transportation process. If your package arrives with obvious outer packaging damage that may affect the integrity of the internal aroma lamp product, please take clear photos of the outer packaging and unboxing process, and contact our support team within 48 hours after signing for the delivery. We will work directly with the logistics provider to verify the situation and arrange a replacement or follow-up solution for you in line with our return and guarantee policies. If the tracking information shows that your package is marked as delivered but you have not received it, please notify our team immediately, and we will launch a full investigation with the logistics partner within 24 hours to locate your package or resolve the issue properly.
All customer service inquiries related to shipping, delivery, tracking or logistics issues can be submitted to us through the following official contact channels:
- Operating Entity: Guatever México, S.A. de C.V.
- Official Website: www.guatevermex.com
- Contact Email: [email protected]
- Physical Warehouse and Business Address: Kutz C2 Lt. 17, Mérida, Yucatán, C.P. 97308, México
- Support Phone Number: +52 999 414 9944