Last Updated: [January 12, 2026]‌

This Shipping Policy (“Policy”) outlines the terms, conditions, and procedures governing the shipment and delivery of products purchased through the online store operated by TROLLEY Y MOCHILAS, S.A. DE C.V. (“we,” “us,” or “our”). Our registered office is located at Pino 343, Col. Santa María la Ribera, Cuauhtémoc, 06400 Ciudad de México, CDMX, Mexico. For any questions regarding this policy or your order, please contact our customer service team at +525511041400 or via email at ophthalm@trolleyymochilas.com.

By placing an order on our website, you acknowledge that you have read, understood, and agree to be bound by the terms of this Shipping Policy in addition to our Terms of Service and Privacy Policy.

1. Order Processing & Handling Time‌

Upon successful placement and payment confirmation of your order, it enters our processing queue. Our standard order processing time is ‌1 to 3 business days‌ (Monday through Friday, excluding public holidays). During this period, our team picks, packs, and prepares your items for shipment. Please note that processing times may extend during peak sale periods, promotional events, or for items marked as “pre-order” or “made-to-order.” You will receive an order confirmation email immediately after purchase, followed by a shipping confirmation email with tracking information once your order has been dispatched from our warehouse.

2. Shipping Destinations, Methods & Costs‌

We primarily ship within the United Mexican States. We are also exploring options to serve select international destinations. Available shipping methods and associated costs are calculated in real-time during checkout based on your delivery address, package dimensions, weight, and selected service level.

Domestic Shipping (Within Mexico):‌ We partner with reputable national courier services. Options typically include Standard Ground Shipping (3-7 business days for delivery) and Expedited Shipping (1-3 business days for delivery). Shipping costs are clearly displayed before you finalize your purchase.
International Shipping:‌ For eligible countries, international shipping options will be presented at checkout. ‌The customer is solely responsible for all customs duties, import taxes, brokerage fees, and any other charges levied by the destination country’s authorities.‌ We cannot predict these fees, and they are not included in our shipping charges or product prices. Delivery times for international orders vary significantly by destination and are estimates only.

3. Delivery Timeframes & Transit‌

The delivery timeframe provided at checkout or in your shipping confirmation is an ‌estimate‌, not a guarantee. It begins from the date of dispatch, not the order date. While we select reliable carriers, actual transit times depend on carrier performance, route efficiency, weather conditions, customs clearance (for international orders), and other factors beyond our reasonable control. We are not liable for delays caused by the shipping carrier, customs authorities, or unforeseen circumstances such as natural disasters.

4. Shipping Address Accuracy & Failed Deliveries‌

It is the customer’s responsibility to provide a complete, accurate, and deliverable shipping address at the time of checkout. Please double-check all address details. We are not responsible for orders lost, delayed, or returned due to incorrect or incomplete addresses provided by the customer.

If a delivery attempt fails due to an incorrect address, recipient unavailability, or refusal to accept the package, the carrier will typically attempt re-delivery or hold the package at a local facility as per their policy. Additional fees for re-delivery, address correction, or return to sender may apply and are the customer’s responsibility. If a package is returned to us as undeliverable, we will contact you. Refunds for returned orders will be issued minus the original and return shipping costs.

5. Order Tracking‌

Once your order is shipped, you will receive an email containing your tracking number and a link to the carrier’s tracking portal. You can use this information to monitor the progress of your delivery. Please allow up to 24 hours for the tracking information to become active on the carrier’s website after you receive the notification.

6. Lost, Stolen, or Damaged Packages‌

We ensure that all items are packed securely to withstand normal shipping conditions. However, we are not liable for packages once they have been handed over to the shipping carrier and a proof of dispatch is obtained.

Lost in Transit:‌ If your tracking information shows no movement for an extended period (typically beyond 7 business days past the estimated delivery date), please contact us. We will initiate an inquiry with the carrier. Resolution timelines are subject to the carrier’s investigation process.
Damaged Upon Arrival:‌ If your package arrives visibly damaged, please ‌refuse the delivery‌ if possible and contact us immediately. If you have already accepted the package, please take clear photographs of the damaged box and its contents within 24 hours of receipt and contact our customer service. We will work with you and the carrier to file a damage claim and arrange for a replacement or refund as appropriate.
Stolen Packages:‌ We are not responsible for packages that are reported stolen after being marked as “delivered” by the carrier. We recommend shipping to a secure location where someone can receive the package. For high-value items, consider requiring a signature upon delivery, if available.

7. Shipping & Returns/Refunds‌

Please refer to our separate Return & Refund Policy for detailed instructions. In general:

Return shipping costs for eligible domestic returns initiated by the customer are typically the customer’s responsibility, unless the return is due to our error (e.g., wrong item shipped).
For international returns, customers are responsible for all return shipping costs and any associated customs documentation.
Refunds for returned items will be processed to the original payment method once we receive and inspect the item. Original shipping charges are non-refundable unless the return is a result of our mistake.

8. Policy Updates‌

We reserve the right to modify this Shipping Policy at any time. Any changes will be effective immediately upon posting the revised policy on our website. Your continued use of our website and services after such posting constitutes your acceptance of the changes.

Contact Us:‌
For shipping-related inquiries:
TROLLEY Y MOCHILAS, S.A. DE C.V.‌
Address: Pino 343, Col. Santa María la Ribera, Cuauhtémoc, 06400 Ciudad de México, CDMX, Mexico
Phone: +525511041400
Email: ophthalm@trolleyymochilas.com