Frequently Asked Questions

Here are the answers to our most frequently asked questions. If you can't find what you're looking for, please send us a message on WhatsApp.

ABOUT ORDERS AND PAYMENTS

Can I pay when the package arrives?
Yes. We accept cash on delivery. The delivery person collects payment at the time of delivery. We also accept OXXO Pay, credit/debit card, bank transfer, and Mercado Pago.

Is there a shipping cost?
No. Shipping is completely free throughout Mexico, regardless of your location or the amount of your purchase.

How long will it take for my order to arrive?
It depends on your area. Mexico City: 1-2 business days. Major cities like Monterrey or Guadalajara: 2-3 business days. Other cities: 3-5 business days. Rural areas: up to 7 business days.

How do I track my order?
Once shipped, you will receive your tracking number via WhatsApp. With that number, you can track your package directly on the courier's website.

Can I change my delivery address?
Yes, as long as the order has not been shipped. Please send us a message on WhatsApp as soon as possible with your order number.

Can I cancel my order?
Yes, within the first 24 hours of confirming it and provided it has not been shipped. Please send us a message on WhatsApp.

ABOUT RETURNS AND WARRANTIES

What do I do if the product arrived damaged?
Send us a message on WhatsApp immediately with photos of the product and the packaging. We will replace it at no cost and with no questions asked.

Can I return a product if I don't like it?
Yes. You have 30 calendar days from the date you receive the product to request a return. It must only be in suitable condition. Please refer to our Returns Policy for more details.

How long does a refund take?
COD payments: bank transfer in 3-5 business days. Card payments: 5-10 business days depending on your bank.

Do all products have a warranty?
Yes. In accordance with the Federal Consumer Protection Law, all products have a minimum warranty of 90 calendar days against manufacturing defects.

ABOUT NOVAMARKET

Is NovaMarket a reliable store?
Yes. We are a legally constituted store in Mexico, we comply with the LFPC and are protected by PROFECO. We offer cash on delivery precisely so you can buy without risk.

Do you issue invoices?
Yes. If you need an invoice (CFDI 4.0), please send us a message on WhatsApp with your tax information within 3 calendar days of your purchase.

Do you sell throughout Mexico?
Yes, we ship throughout the Mexican Republic.

Do you have a physical store?
We are a 100% online store. All purchases are made through our website.

Still have questions? Send us a message on WhatsApp, we respond quickly.

Last updated: May 2025