Frequently Asked Questions (FAQ)

1. Do all prices include VAT?

Yes, all our prices already include VAT. You will not have to pay any additional costs when making your purchase.

2. Do you issue invoices?

Yes, we issue invoices. If you need an invoice, please provide your tax information at the time of purchase or contact us after your purchase with the necessary details.

3. How can I contact you for additional inquiries or after-sales support?

For any additional product inquiries or after-sales support, please do not hesitate to contact us at our customer service number or via WhatsApp. We are here to help!

4. What is the estimated delivery time?

The estimated delivery time is 3 to 5 business days, depending on your location and product availability.

5. Do you offer free shipping?

Currently, only during special campaigns.

6. What is your return policy?

We accept returns within 30 days of delivery. The product must be in its original condition and with all accessories included. To initiate a return, please contact us through our contact form.

7. How can I track my order?

Once your order has been shipped, you will receive an email with the tracking number and a link to check the status of your shipment.

8. What payment methods do you accept?

We accept a variety of payment methods, including credit and debit cards (Visa, MasterCard, American Express), KueskyPay, Mercado Pago, and bank transfers.

9. How can I update or cancel my order?

To update or cancel your order, please contact us as soon as possible. We will do our best to accommodate your request, as long as the order has not been shipped.

10. Do you offer technical support for your products?

Yes, we offer technical support for all our products. You can contact us through the support section on our website or by sending us an email.

11. What happens if I don't like the product, it arrived damaged, broken, or I received the wrong item?

Please contact us at our customer service number, and we will help you resolve your issue.

12. How can I get wholesale prices?
To get wholesale prices, please contact our customer service number directly at 55 68 93 96 24 or send an email to info@elpensar.com.mx. We are here to help!

📌 Important: Wholesale prices are only accepted with cash payment or bank transfer. Other payment methods do not apply.

13. What are your hours of operation?

Our customer service hours are Monday to Saturday, from 10:00 a.m. to 6:00 p.m.
We are closed on official holidays.

14. What is your store address?

We are located at Allende #90, Local 49, Col. Centro, C.P. 06010, Alcaldía Cuauhtémoc, Mexico City. We are located within Plaza Fénix, between Órgano, Allende, and Ecuador streets. For reference, the nearest subway station is Garibaldi/Lagunilla.