1: How to cancel a duplicate or wrong order?
Make sure to send an email to firstname.lastname@example.org with your order number, the name registered in the purchase, payment reference and the reason for cancellation.
If applicable, we will quickly confirm the cancellation of your order.
If your payment was with cash or with money from your account in our payment system, the money from your purchase will be automatically credited to your account.
If the payment was by debit card, the refund will appear in your bank account according to the times established by your banking institution. In the event that you have paid by credit card, the refund will be reflected in your balance taking into account the periods established by your banking institution.
2: Why does the payment processor ask me for a photograph of my INE or other official identification?
On some occasions, according to the security filters for fraud prevention that the payment processor has in place, it may request extra official documentation to verify the name and signature on your card.
3: How can I confirm if my order was registered correctly?
As soon as you close the purchase process you will receive an email from our page with the details of your order.
If you are not sure if your order was registered correctly, please send an email to attention @ santosshop with your order number and / or name with which the purchase was registered and / or transaction reference number.
We will contact you as soon as possible to confirm your registration.
4: How long will it take to receive my products?
The delivery time depends on the type of service selected. The express delivery takes f 1 to 2 business days in Mexico and 2 to 3 days for the United States and Canada. The normal delivery takes 2 to 4 business days in Mexico and 4 to 6 days for the United States and Canada.
If payment confirmation is received after 2:00 PM, it is considered an additional business day.
5: How do I know my order is on its way?
You will receive a shipping notification as soon as your purchase is delivered to the logistics provider via the contact you provide when you made the purchase.
Notifications are sent through our delivery provider as your order progresses through the delivery process.
All questions should be directed to
6: How do I make a purchase?
1.) Choose the products you wish to buy, add them to the cart and enter your information: name, email, shipping address and telephone.
2.) With this information we will calculate the shipping cost and you can choose your shipping preference.
3.) Once the shipment has been selected, you can choose your preferred payment method and place the order.
4.) We will send you an email with all the information regarding your order.
7: Rates and Delivery Times
The tracking number will be sent in the email that will be delivered once your parcel has been collected.
The delivery hours are from 9:00 am to 7:00 pm.
8: What payment methods are available?
We accept payments with credit / debit cards VISA - MasterCard, Bank Transfers and American Express, as well as cash payments in selected establishments.
10: Do you have questions about your order?
Contact us by email at
indicating your order number and reason for contact in order to be able to provide a satisfactory response.
11: Automatic Order Cancellation
As a matter of policy, all payments on orders that are not reflected within 72 hours, whatever the reason, will be canceled automatically. A new order will need to be made with a fresh reference or payment confirmation according to the selected method.