Return Policy: Pet Wellness and Satisfaction Guaranteed

📦 Shipping and Returns Policy 📦

1. Shipping Policy 🚚

At G.Valkyria, we pride ourselves on offering fast, secure, and reliable shipping so your pet receives the best, no matter where you are in Mexico. Below, we detail our shipping options so you can choose the one that best suits your needs:

1.1. National Shipments (Mexico) 🇲🇽

  • Free Shipping on Purchases Over $599: Enjoy free shipping on orders over $1,299 anywhere in the country.
  • Shipping Cost for Purchases Under $599: Shipping cost varies depending on weight and delivery location. Add your products to the cart and use our Shipping Calculator to find out the exact cost.
  • Delivery Time: Deliveries are made within 2 to 5 business days, which may extend up to 10 business days in hard-to-reach or restricted areas.
  • Couriers Used: We work with DHL, Estafeta, Paquete Express, and FedEx to ensure the best experience with every shipment. You can find more information here.

1.2. Shipments in Mexico City and Metropolitan Area 🏙️

  • Free Shipping on Purchases Over $599: Enjoy free shipping on orders over $599 in CDMX and the Metropolitan Area.
  • Shipping Cost for Purchases Under $599: If your purchase is less than $599, the shipping cost will be $99.
  • Same-Day or Next-Day Delivery: If you place your order before 12:30 p.m. (Monday to Saturday), your order will be delivered the same day. If you purchase after that time, it will be delivered the next day.
  • Coverage Areas: This service covers boroughs and municipalities such as Álvaro Obregón, Azcapotzalco, Benito Juárez, Coyoacán, Cuauhtémoc, Gustavo A. Madero, Miguel Hidalgo, Naucalpan, Tlalnepantla, among others. You can check the complete coverage here.

1.3. Shipments in Huixquilucan (State of Mexico) 🏡

  • Free Shipping on Purchases Over $299: For our customers in Huixquilucan, we offer free shipping on orders over $299.
  • Shipping Cost for Purchases Under $299: If your purchase is less than $299, the shipping cost will be $69.
  • Same-Day or Next-Day Delivery: Orders placed before 4:00 p.m. (Monday to Sunday) are delivered the same day. If you purchase after that time, delivery will be the next day.
  • Coverage Areas in Huixquilucan: Includes neighborhoods such as Palo Solo, Interlomas, La Herradura, Bosque Real, Lomas de las Palmas, among others. You can check the complete coverage here.

1.4. Weight Restrictions ⚖️

If the volumetric weight of the package exceeds 15 kg, in CDMX and/or Metropolitan Area, the rates and delivery times corresponding to national shipments will apply.

2. Returns Policy 🔄

At G.Valkyria, we want to ensure you are completely satisfied with your purchase. If for any reason you are not, we offer a hassle-free returns policy to guarantee a secure and reliable shopping experience.

2.1. Return Period ⏳

  • You can return any product within 30 days from the delivery date.
  • To initiate a return, you must contact us with your order details, and we will assist you with the process.

2.2. Conditions for Return 🛍️

  • The product must be in perfect condition and unused, in its original packaging and with all accompanying tags or accessories.
  • Returns will not be accepted for products damaged by misuse or that do not meet the above conditions.

2.3. Return Process 📝

  • Contact our support team stating the reason for the return.
  • We will provide you with instructions on how to send the product back.
  • Once the product is received in our warehouse and inspected to confirm it meets the return conditions, we will proceed with a refund or, if you prefer, an exchange for another product.

2.4. Return Shipping Costs 💸

  • The shipping costs for the return will be borne by the customer, except in cases of defective products or shipping errors on the part of G.Valkyria.

2.5. Refunds 💰

  • Once the return is accepted, the refund will be processed through the same payment method used for the purchase. Processing time may vary depending on the payment service provider (usually between 5 and 10 business days).

3. Categories Not Subject to Return 🚫

To protect your pet's health, some categories are not available for returns. Please make sure to review the details of these products carefully before purchasing:

  • Accessories: Leashes, collars, harnesses, etc.
  • Clothing: Pet apparel.
  • Food: Any type of pet food.
  • Habitats: Fish tanks, cages, carriers, houses, beds, cushions.

If you are changing your pet's food, remember to do it gradually to ensure their well-being. Our Customer Service team is always available to guide you and answer any questions you may have. 🐾

4. Reporting Delivery Problems 📦

In case your order arrives damaged, tampered with, or with broken security seals, you have a period of 24 to 48 natural hours from delivery to report it. Follow the steps below to help us resolve the issue:

  1. Document the problem: Take photos and/or videos of the package opening process, making sure that the damage, tampering, or broken seal is clearly visible.
  2. Contact our support team: Send us the evidence (photos and/or videos) via email or WhatsApp. With this information, we will generate the corresponding report with the courier used to manage the refund.

4.1. Optional Insurance and Cases of Accident or Theft During Delivery 🚨

  • If your package exceeds the value covered by the courier, we offer you the option to insure the merchandise. This insurance has a cost of 1.5% of the value of your shopping cart. At the time of your purchase, at checkout, you can choose the option to insure the shipment.
  • In case of accident or theft, the insurance will only be valid if it was previously contracted when making the purchase. If the insurance is not contracted, coverage will be limited to the amounts offered by each courier.

4.2. Refunds in Case of Delivery Problems 💼

  • If the courier proceeds with the refund, we will resend the product to you at no additional cost. We will also keep you informed about the progress of the refund with the courier. 🛍️✨

5. Customer Service 💬

We are here to help you with any questions or concerns. If you have questions about our shipping, returns, or any other aspect of your shopping experience, please do not hesitate to contact us. 😊🐾

Important Note 📢

We always recommend consulting your trusted veterinarian before purchasing products for your pets, especially if they are related to their health and well-being. 🐾👩⚕️👨⚕️