1. Shipping Policy

At moscaderoble.mx we are committed to offering a safe, efficient and reliable shipping service so that you receive your natural products in perfect condition.

Delivery Times

Orders are processed within 1 to 2 business days after payment confirmation.
The estimated delivery time is 3 to 5 business days, depending on the customer's location and courier availability.s

Durante temporadas de alta demanda o promociones especiales, los tiempos de procesamiento podrían extenderse ligeramente.

Coverage and Costs

We ship throughout Mexico using certified courier services.
Shipping is free on purchases equal to or greater than $1,000 MXN.
For orders below this amount, the shipping cost will be calculated automatically during the checkout process.

Order Tracking

Once your order has been dispatched, you will receive a confirmation email with the tracking number to track the shipment directly on the carrier's website.

Order Delivery

For security reasons, deliveries are made only to the registered recipient or an authorized person.
If the package shows visible damage upon delivery, do not accept it and report it immediately to our Customer Service department.

2. Returns and Exchanges Policy

You have 5 (five) business days from the receipt of your order to file a claim or request a refund.

We recommend that you carefully check your package upon receiving it.
If you detect any irregularity, please notify our Customer Service Department within the aforementioned timeframe.

You can request a refund or exchange only in the following cases:

• The product shows damage or signs of tampering, such as open packaging, spills, or breakage.
• Items are missing or incorrect products were delivered.
• The product arrived with an expired expiration date.
• The wrong product was delivered compared to the original order.

Please note that errors in payment method selection or interest-free installment promotions do not constitute grounds for a complaint. The choice of payment method is the consumer's responsibility.

3. Claims Process

Contact our Customer Service Center as soon as you detect a situation that justifies a return or exchange.

Our team will register your case and ask you for photographs of the product, purchase receipt and packaging.

No returns will be accepted if the product was opened, used or altered after receipt, or if damage is not reported in a timely manner.

The product must be sent in its original packaging (including box and courier packaging) in good condition.

Once your request is approved, you will receive a shipping label via email for package collection. The package must be shipped within 10 business days of authorization.

After receiving the product at our facilities and verifying its condition, we will proceed with the corresponding refund or exchange. The refund will be issued via the same payment method used, subject to your bank's processing times.

4. Purchases through Other Channels

Returns or exchanges only apply to purchases made directly on moscaderoble.mx.
Products purchased in physical stores or from external distributors must be handled directly with those points of sale.

5. Customer Service

If you have questions about your shipment or wish to report an issue, please contact us Monday through Friday from 9:00 a.m. to 6:00 p.m. (Central Mexico Time):

ayuda@musgoderoble.mx

📞 (+52) 4426742645

6. Company Details

Musgo de Roble S. de R.L. de C.V.
RFC: MRO041008AR3
Address: Calle del Puente de Alvarado 406, Santiago de Querétaro, Qro., México