Frequently asked questions

Here are the essentials for a smooth shopping experience: shipping, store pickup, exchanges, returns, cancellations and invoicing. If your question is not covered, contact us and we will help.
Where do you ship?

We ship throughout Mexico.

How long does it take to dispatch my order?

Once your order is confirmed, we process it within 1 to 2 business days. Shipping time is counted from the time the order is dispatched.
How long does delivery take after dispatch?

Our product pages list two shipping options:

  • Express: 1 to 3 business days (after collection/dispatch).
  • Ground: 3 to 5 business days (after collection/dispatch).
Can I pick up my order in store?

Yes. Select “Store pickup” at checkout.
Where are your physical stores?

CDMX: Avenida Colonia del Valle 504-1, Col del Valle Centro, Benito Juárez, 03100 Ciudad de México, CDMX.


GDL: Av. Patria 2945, Colli Urbano, 45070 Zapopan, Jal.

How do I request an exchange?

Email us at ventas@themachinestore.com.mx with your order number.

You can use our shipping label ($240 MXN) or arrange shipping yourself. The product must be in good condition with its tags attached.

💥 You can exchange the size, color or model. Any price difference must be paid or will be issued as a digital voucher.

↩️ Returns

You can also return the product if it was not what you were looking for. Contact us and we can send you a shipping label ($300 MXN), or you can arrange shipping yourself.

We will give you a voucher for the amount of your purchase (excluding shipping), valid for 12 months.

📲 WhatsApp

📞 Tel: 55 8717 6041
What condition must a product be in for an exchange or return?

It must be in new/unused condition, with tags attached and in its original packaging (with proof of purchase).

How do I request a return?

You have 7 calendar days after receiving the product. To start the process, email ventas@themachinestore.com.mx with the subject “DEVOLUCIÓN - (your order number)” and evidence (photos or video) of the product’s condition.

To return the product, you can:

  • Request a shipping label with collection at a cost of $300 MXN, or
  • Arrange shipping yourself.
Are any products excluded from returns?

Yes. The policy lists exceptions such as gift cards and sale items, as well as other specific cases.

How do refunds work?
  • Once the product has been returned and inspected, the refund is processed through the same payment method used for the purchase.
  • Depending on the bank/card issuer, it may take time to appear in your account.
  • If the product you purchased is unavailable, you can exchange it for another product or receive a voucher for its full value to use when it becomes available again.
What happens if there is a price difference when exchanging an item?

If the new product costs more, you pay the difference. If it costs less, the policy states that a digital voucher / credit will be issued, as applicable.

Can I cancel my order?

Yes, but the following rules apply:

  • If your order has not left the warehouse, it will be refunded and the refund may appear 24 to 72 hours after requesting cancellation.
  • If you have already received the product, you must send it back (you can arrange shipping yourself or request a shipping label with collection at a cost of $300 MXN).
Do you issue tax invoices (CFDI)?

Yes. To request one, provide your legal business name, RFC, CFDI use and email address. The CFDI (XML and PDF) is sent within fewer than 72 hours after payment. If you did not request it with your order, contact us at ventas@themachinestore.com.mx. The policy also states that you have 30 calendar days of the current month to request it.

How can I contact you?

For exchanges/returns: ventas@themachinestore.com.mx, phone 55 8717 6041 and WhatsApp 55 4038 0077.


General inquiries: info@themachinestore.com.mx and +52 55 7008 5931.

Is there a benefit to leaving a review?

The site invites you to “Leave your review and receive 5% off your next purchase.”