Shipping policy

Shipping Policy

1. Shipping Coverage:
We currently ship across México

2. Shipping Costs:

  • Free Shipping: Enjoy free standard shipping on all orders of $800 MXN or more.

  • Standard Shipping Fee: A flat rate of $160 MXN applies to all orders under $800 MXN

3. Our Carriers:
We partner with major reputable carriers like FedEx, UPS, DHL, and USPS to ensure the most efficient delivery times for your order. Sonne Skincare Technology reserves the right to select the most suitable shipping carrier and service level for each shipment.

4. Order Processing:
Payments are verified within 1 to 3 business days. Once verified, you will receive an email with your tracking number to monitor your shipment's progress.

5. Estimated Delivery Times:
Standard delivery typically takes 5 to 10 business days after your order has been processed and shipped.

6. Peak Season Delays:
Please be aware that during high-volume sales periods (e.g., Black Friday, Cyber Monday, Holidays), delivery times may exceed our standard estimates due to increased carrier workload.

7. Delivery Guarantee & Responsibility:

  • Customer Responsibility for Accurate Information: It is crucial to provide accurate and complete shipping information (address, phone number) at the time of purchase. Sonne Skincare Technology is not responsible for delayed or lost deliveries due to incorrect or incomplete information provided by the customer.

  • Recommended Delivery Locations: We highly recommend shipping to private residential addresses. We DO NOT recommend shipping to offices, commercial plazas, shopping centers, businesses, shops, workshops, schools, universities, or any other commercial establishments. If you choose to ship to a non-recommended location despite our advice, Sonne Skincare Technology is exempt from responsibility for any loss or non-delivery of the product, and the delivery guarantee will be void.

  • Recipient at Address: Packages are delivered to the address provided and may be received by any individual present at that location. The delivery guarantee is void if the carrier confirms delivery to the address provided by the customer, even if received by a third party.

  • Carrier Contact Attempts: Carriers typically attempt delivery 2-3 times. If delivery is unsuccessful due to an inactive contact number or no one available to receive the package, it will be returned to Sonne Skincare Technology. If the cause is attributable to the customer, a re-shipping fee of $160 MXN will apply for resending the product, or a refund will be issued minus the original $160 MXN shipping cost.

  • Damaged or Tampered Packages: Upon delivery, please carefully inspect the package for any signs of damage (dents, tears, or visible alterations). If you notice any damage, PLEASE REFUSE THE DELIVERY IMMEDIATELY. Do not accept the product from the carrier. Report it to us within 24 hours via phone or WhatsApp at +52  (871) 3351746 to arrange a reshipment and initiate a claim with our provider.

  • Lost or Undelivered Product (Carrier Error): If your product has not been delivered within the estimated timeframe, and Sonne Skincare Technology verifies that all shipping information was correct on our end, we will proceed with a re-shipment. For this, our finance department requires a "lost package" or "erroneous delivery" verdict from the carrier. We kindly request your cooperation with any investigation conducted by the carrier to clarify the situation.

8. Re-Shipment Policy (No Cost to Customer):
Sonne Skincare Technology offers free re-shipment to the customer only in the following cases:

  • Carrier Lost Product: After verification and confirmation that the error is not attributable to the customer.

  • Damaged, Altered, or Incorrect Product Received: If you receive a product that is damaged, visibly altered, or different from what you ordered. Evidence (photographs) must be submitted to customer service at + 52 (871) 3351746 within 24 hours of receipt.

9. Contact Us for Shipping Inquiries:
If you have not received your product within the estimated timeframe or have any shipping concerns, please contact us immediately to file a report. We will promptly track and follow up on your delivery until it is resolved.

Customer Service Line: + 52 (871) 3351746
Hours: Monday - Friday, 8:00 AM - 6:00 PM (Please specify time zone, e.g., PST/EST/CST)

When contacting us, please provide your order number (if purchased online) or the full name and email of the buyer (if purchased directly).

10. Unforeseen Circumstances:
In situations or cases not explicitly covered by this policy, Sonne Skincare Technology will review and analyze them on an individual basis.