FAQ

Custom or made-to-order product orders take between 3 and 10 business days to be made, depending on the product and the list of previous orders.

🧐 In the description of each product, you will be able to see how long it takes to process.

For products ready to ship, it takes us between 24 and 48 business hours to be processed and packaged for delivery to the courier service.

Our payment gateways for your safety and confidence are Paypal (international) and Mercado Pago (only Mexico).

You can pay with a card.

With Mercado Pago, you can make payments with or without an account. Additionally, you can pay in cash at Oxxo.

Shipping options within Mexico are:

• Standard Shipping: $170.00 MXN. Delivery in 2-5 business days.
• Express Shipping: $200.00 MXN. Delivery in 1-2 business days.
• Orders over $1,850.00 MXN qualify for free standard shipping.
• Free pickup in Veracruz, Veracruz

*Delivery times are approximate and depend on the delivery area, as extended areas (considered by courier companies) may take up to 1 week longer to deliver even with Express shipping.

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🧶Customized or made-to-order product orders take between 3 and 10 business days to be processed and packaged for delivery to the courier service, depending on the product being purchased.

🧐The processing time is indicated in the description of each product.

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✅For products that are ready to ship, it takes us between 24 and 48 business hours to process and package them for delivery to the courier service.

📦Once your order is ready, it is packed and delivered to the courier service. We will send you an email or message with the tracking number, which you can use to track your order at any time.

🚚After your order has been delivered to the courier service, delivery times throughout Mexico range from 1-5 business days, depending on the shipping zone.

The shipping cost is calculated once you have added items to your cart and provided the shipping address information.

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🫱🏼‍🫲🏽Pickup in Veracruz, Veracruz

We have a space at Mercadito Central store where you can pick up your order during their business hours at no extra cost.

👉🏼Select "Recolección en Mercadito Central, Veracruz" during the checkout process.

📍It's located on the Malecón, below the Ruiz Milan Hotel.

Address: Av. Insurgentes Veracruzanos 432.

You can view the location on Google Maps at this link.

🗓️Hours: 1pm - 9pm
Closed on Tuesdays.

The delivery times apply the same as deliveries within Mexico mentioned above. We will notify you when your order is ready for pickup at the store.

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*During peak season or Holiday season, deliveries may take a little longer due to high demand.

*We are not responsible for lost or stolen packages once the tracking information shows that the package was delivered.

*We are not responsible for paying any additional fees related to shipping imposed by a third party.

 

🫱🏼‍🫲🏽Pickup in Veracruz, Veracruz

We have a space at Mercadito Central store where you can pick up your order during their business hours at no extra cost.

👉🏼Select "Recolección en Mercadito Central, Veracruz" during the checkout process.

📍It's located on the Malecón, below the Ruiz Milan Hotel.

Address: Av. Insurgentes Veracruzanos 432.

You can view the location on Google Maps at this link.

🗓️Hours: 1pm - 9pm
Closed on Tuesdays.

The delivery times apply the same as deliveries within Mexico. We will notify you when your order is ready for pickup at the store.

🥺At the moment, I don't take custom orders outside of the models that are posted on this website.

👉🏼I could make customizations with changes in color or slight modification to the existing models. In that case, you can send me a message to check availability🤳🏽

You can visit our other official points of sale:

Within Mexico

• Amazon México
• Mercado Libre México
• Mercadito Central , a store in Veracruz, Veracruz. Located on the Malecon, below the Hotel Ruiz Milan. Ask them which products are from "Xivalandia" and they will be happy to show you 😊

International

For international shipments, we are on Etsy.

⚠️ If you see our products on other online stores, you can ask us if it is safe or not. There have been cases of websites that use our images just to scam people.

Yes, I do.

The international shipping options are:

• Economy mail: it has a low cost but it can take up to 2 months for your package to arrive 🐌, and the tracking updates are not precise. Costs starts at $125.00 MXN
• EMS: delivery time is reduced by half compared to the previous option. Costs starts at $750.00 MXN
• DHL: delivery is very fast ⚡️ and therefore more expensive 😅. Its tracking is very detailed and precise. Guaranteed delivery. Depending on the destination, the package can arrive between 3 and 7 business days. Costs start at $1,700.00 MXN

The cost of international shipping will depend on the type of shipment and the recipient's location.

Shipping to the U.S🇺🇸:

When we are NOT in Holidays or Peak Season, I’ve noticed that the packages sent via regular mail to the USA take about 2 weeks or 3 weeks tops. Rarely, there are cases with a delay that takes up to 2 months (it’s usually due to customs).

About taxes and customs📜👩🏻‍⚖️:

We do not collect taxes generated in other countries.

Import taxes in the destination country will be determined once they arrive at customs.

By purchasing at xivalandia.com, the customer accepts the responsibility of paying taxes that their package may generate.

I do not sell the patterns of my designs 🫣 We only sell the finished product.

If you want your crocheted plushie to remain in the same condition as the day you received it, I recommend storing it in a place out of reach of small children or pets.

It is recommended to handle it with care. 🥺 Do not pull its limbs or hair, nor be too rough with the plush toy in general.

If you need to wash it 🛁:

• Hand wash gently at less than 30°C.
• Use mild soap
• Dry in the shade on a flat surface.

• Squeeze without twisting

 

Cancellations

We accept a cancellation within 24 hours of purchasing the item, as long as it has not been shipped or if it is a custom order and its production has not yet begun.

Refunds, Returns, or Order Errors.

If there is any error with your order on our part, please contact us to evaluate the problem.

Once we receive proof of the problem of your order, we will notify you of the approval or rejection of the refund. If approved, you can choose whether you want a refund or replacement.

If the product is in new condition and you wish to return it, a full return can be made, and a refund of the order amount can be requested once the merchandise is returned. The shipping costs for the return will be the responsibility of the buyer.

In case of dispute, Xivalandia will have the final decision.

We cannot make any changes, cancellations, returns, or re-ship in the following situations:

• User errors on customized products that have already begun production.
• Products with very specific personalized details.
• Digital products such as gift cards. 

*We are not responsible for lost or stolen packages once the tracking information shows that the package has been delivered.

*We are not responsible for paying any additional fees related to shipping imposed by a third party.

*Please note that we have made an effort to represent the colors as accurately as possible. We cannot guarantee that your device monitor will represent colors exactly.

💬 Español, English

If you have further questions, you can chat with me in English

If you have further questions, you can contact me directly through the contact method that is most convenient for you.

👉🏼 Contact methods 👈🏼

You can also check our policies in our menu.