Customer Service, Shipping & Policies
|Direct From Mexico has been in the business of supplying fine Mexican goods to thousands of satisfied customers for more than 20 years. We pride ourselves on providing excellent customer service. Please call if you have any questions or need additional information.
Call Toll Free: 1-866-234-8744
From Outside US Call: 520-622-6454 ext 7007
INTERNATIONAL ORDERS CLICK HERE.
Important information and policies for international orders.
|Orders ship from Tucson, Arizona. We ship most in stock orders within five business days and any back ordered items usually within two to four weeks. Special order items may take 2 to 12 weeks depending on the nature of the item requested. We will notify you with the estimated delivery time on back ordered items and custom orders.
Tracking information will automatically be sent to you at time of shipping if a valid email address is provided.
FREE GROUND SHIPPING
On all orders to MOST addresses in the United States except Alaska and Hawaii.*
*Other Exceptions Include: Certain ZIP codes in New York City, remote rural areas, secluded mountain areas and offshore islands requiring sea freight.
If your address is not within the continental US or is an exception, as noted above, we will contact you with any additional shipping charges before we process your order. Alaska & Hawaii Shipping Info.
|How Will My Order Ship?
Your order will be shipped via small package carrier or freight shipper, depending on the size of your order.
Small Items & Small Orders: All small orders will be shipped FedEx Ground or USPS mail.
Large Furniture Items and Large Quantity Orders: All large orders and large furniture orders will be shipped by Fed Ex Ground Freight. These require a delivery appointment which needs to be scheduled with FedEx. Follow the tracking links in your shipping confirmation email to find the FedEx instructions for setting your delivery appointment.
When Your Freight Shipment Arrives: For Freight/Large furniture deliveries: When signing the Bill of Lading, Please include the phrase: “Possible Concealed Damage”. This is only necessary if you do not open and completely accept the condition of the shipment. We are being required to do this because the freight carrier is making it almost impossible to put in damage claims without it.
New York City Deliveries: Additional charges are required for furniture and large quantity orders going to New York City. We will contact you before shipping your order.
|Inside Delivery & Liftgate Service
INSIDE DELIVERY AND LIFTGATE SERVICE IS NOT INCLUDED AS PART OF OUR STANDARD FREE SHIPPING! These services are additional and may be needed if your order consists of large furniture items and you won't have help available to move the item(s) into your home. Click the "Additional Shipping Services" check box during checkout and we will contact you before shipping your order. If you require these additional services, we will arrange to ship your order to a transport company in your area that offers inside delivery. Additional shipping charges will be quoted and must be accepted by you before your order is processed and shipped. Additionally, your order will be delayed by a few days to make these arrangements. Your order will still ship free from Tucson, AZ to your local transport company.
Important Note: Liftgate service or inside delivery, if not already arranged, may be offered to you by the local delivery company prior to or at the time of delivery. Fees for these extra services are the customer's responsiblity and must be paid directly to the delivery company. These sevices cannot be charged back to Direct From Mexico. Any additional delivery services that have been pre-arranged with Direct From Mexico will be noted on the shipping documents.
|Overnight, 2-Day & 3-Day Expedited Shipping is Not Free
|You may select to have your order shipped Overnight, 2-day or 3-day from the shipping method dropdown box when placing your order. These shipping methods are not included as part our free shipping offer. You will be contacted when your order is ready to ship with the additional charges that will be applied to your order. If you would like us to just go ahead with your order without contacting you, please let us know in the comments section during order checkout. If your order is placed before 12:00 PM MST, we will make every effort to have your order ready to ship the same day, provided the items are in stock. Orders placed after 12:00 PM MST will usually ship the following day. Our strong relationships with our shipping partners enables us to provide these expedited services with reasonable shipping fees.
|All orders should be thoroughly inspected for damages upon receipt. If damages are found on any shipment from us, large or small, they need to be reported to us within 5 business days by phone, fax or email. At that time, we will determine the best way to resolve the matter. We may ask for photographs of damaged items. You do not have to file a claim with the carrier. Any damage claims with the carrier will be handled by Direct From Mexico. We will replace or credit you for your loss provided the above guidelines have been met.
|Our goal is complete satisfaction for our customers. If you are not satisfied with your purchase, simply return it within 15 days of receipt. In some cases, but rarely, a 15% restocking fee may apply. We will credit you for the original purchase price of your merchandise. This does not apply to special orders only to normal stock items.
The item(s) you are returning need to arrive back to us in the same condition as when it left our warehouse. Please repack appropriately to protect during shipping. For damaged package claims see our Damage Policy below. Be sure to include your name, phone number, order number and a written statement asking for a refund.
Please note: Shipping charges are not refundable and the return charges are the customers responsibility.
Send returns to:
Direct From Mexico Home Furnishings
7718 E. Wrightstown Rd.
Tucson, AZ 85715
|Warranties and Handcrafted Goods
|Direct from Mexico makes no warranties, neither expressed or implied, for fitness for the consumers particular use. The customer acknowledges that hand made goods are inherently imperfect and vary in size, finish and dimension. All products susceptible to pest infestation have been treated. We make every effort to inspect our goods before shipping to assure quality.
|Payment Types Accepted and Payment Policy
We accept: Visa, Mastercard, American Express and Discover cards. Your card will be authorized for the amount of purchase and will will charge your card when your order ships. If using a debit card, the total amount will be charged at the time of purchase.
Select the "Checkout with PayPal" button from the shopping cart page or on the shipping and billing page to pay using your PayPal account. At this time, we only accept PayPal purchases from U.S. PayPal accounts with U.S. shipping addresses.
Note: When checking out using PayPal as your payment method, funds are transfered from your PayPal account immediately.
|If the item(s) you order are on backorder, we will notify you within 1to 3 days of receiving your order. We will let you know the expected wait time until we can ship your order.
Backorders and PayPal. Funds will not be returned to your PayPal account when waiting on a backordered item. You may choose to cancel your order if you don't want us to hold the funds until your order is ready to ship.
We can be reached via Email at firstname.lastname@example.org
Or by calling toll-free 1-866-234-8744.
Customer Service Hours: 8:30 am to 4:00 pm MST, Monday through Friday.
|There are a number of ways for you to place an order with us.
Order Online: Place item(s) in your shopping cart then follow our secure checkout process. You will immediately receive an order confirmation email.
Order by Phone: Call us with the items you would like to order. Call during our regular customer service hours.
Order by Fax: Download and complete an order form and then fax it to us. Download Order Form Here. Fax to: 520-622-8288