CUSTOMER CARE

How long does it take for my products to arrive once my purchase is processed? *

Within Mexico: from 2 to 10 working days.

To the United States: from 5 to 10 working days.

* For domestic shipments within Mexico, you might receive two or more tracking numbers if your products come from different warehouses.

How can I track my order?

We need around 24 hours to process your purchase. You will then receive two emails. One from us and the other from our shipping partner, DHL, with your tracking number * (you can check with DHL their Shipping Policy and Terms and Conditions). After you receive the confirmation email with your tracking number, you will no longer be able to edit the order or shipping details. If you want to amend before we process your order, write us at info@juxtanation.co.

Do I need to sign to receive my package?

Yes, because without your signature, we will not respond for any loss or damage that occurred to your purchase. If you or someone you trust cannot receive your order, DHL’s courier will make a second attempt. However, we recommend that you notify them directly in advance.

Our shipping conditions

* Our shipping options and costs may vary and can take longer during peak and promotional seasons and pre-sale products. Make sure to verify them during checkout.

* We could have a free shipping option for a limited time, and within the specified dates, you can review on our home page and newsletter. We invite you to subscribe, so you do not miss out on free shipping or other promotions.

* In some cases, it will be necessary to pay additional amounts for import, taxes, handling, and other obligations specific to the destination country and essential to receive the order. These additional charges will not be collected, managed, or controlled in any way by Juxta Nation.

To proceed with an exchange or return*, please:

  • Please send an email to info@juxtanation.co within 14 days after you received your products. Include your full name, order number, products to be returned or exchanged, and the reason for return or exchange. 
  • Please fill out the form that our customer team will send you if we need additional information.
  • Print the guide that we will generate and send you from Juxta Nation and place it in the package. Keep the other sheet for DHL.
  • Schedule a pickup date for your package within 28 days after you received it by calling DHL. Alternatively, go to a DHL center to deliver the package. The shipping amount must not exceed the cost of the first shipment.

* Juxta Nation will cover only the first shipment per exchange or return and one shipment per order number. The customer will cover the cost of any additional shipping.

To make any exchange or return, the products must:

– Be in perfect condition and must not have been used, damaged, or washed.

– Have the identification and disposable tags, as well as all the inner labels.

– Be in its original packaging.

In the case of a return:

We will send you an email with the amount to be reimbursed, which will be the amount of the total purchase or the discount corresponding to the product’s damage. In the second case, you can request a refund of the specified amount or the products’ return. If you choose the second option, please consider that you will have to cover the shipping cost.

* The time to receive the refund will depend on the payment method used.

* Returns do not apply for pre-sale products.

In the case of an exchange:

– If the products as we receive them meet the required conditions and if the exchanged size is available, we will notify you via email. We will include the estimated delivery date, which will be within 3 to 10 business days. Still, in high seasons it can take longer.

If your size is not available or the returned products as we received them are damaged, we will notify you via email. In the second case, we will inform you about the total purchase discount according to the severity of the damage. We will offer you two options: the refund of the amount determined according to the damage or the products’ return. If you choose the second option, please consider that you will have to cover the shipping cost.

* Exchanges are only applicable between sizes, not between different products or between different colors.

Your purchases are safe with us. We accept payments through Openpay and PayPal accounts.

* Juxta Nation reserves the right to process orders sent to the same address as the one registered to the Verified PayPal or Openpay account.

* For first-time purchases, Juxta Nation reserves the right to ask the bank, PayPal, or Openpay for double verification of the transaction and account information. This verification process may delay shipping.

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