Frequent questions

1. DOES STREAMERCH HAVE A PHYSICAL STORE?

We are an online store focused 100% on both commerce and online sales. We do not have a physical store. It is only possible to purchase our products through our website https://streamerch.com

2. DOES STREAMERCH DELIVERY TO ALL OF MEXICO?

At Streamerch we deliver to all states of the Mexican Republic. There are some zip codes where, at the moment, parcels are not covered. But do not worry! In the event that your delivery cannot be completed due to this situation, we will contact you.

International delivery times are 2-6 business days.

2. DOES STREAMERCH MAKE INTERNATIONAL DELIVERIES?

At Streamerch we make international deliveries. The available countries are: Argentina, Brazil, Canada, Chile, Colombia, Ecuador, Spain, United States and Guatemala.

International delivery times are 8-10 business days.

3. WHAT CURRENCY ARE THE PRICES IN?

All the prices of our products are published in Mexican pesos.

4. DO THE PRICES INCLUDE VAT?

It is important to mention that all published prices already include VAT.

5. WHAT IS THE SHIPPING COST?

Our shipping is free on orders over $999.00 only for Mexico! If your order is of a lower price, the delivery cost will be $120.00 to any part of the Mexican Republic. Some of our products may generate additional costs depending on their dimensions. Don't worry, once the purchase is complete, our portal will automatically show you the total cost of the order with shipping included. You can add multiple products to your cart to avoid covering any related expenses!

6. WHAT IS THE DELIVERY TIME?

The delivery time depends on each parcel, as well as the area where your order will be delivered. It can be from 2 to 5 business days in central areas or from 3 to 6 business days in extended areas within the Mexican Republic. International delivery times are 8 to 10 business days. It is important to check your email, once the purchase is complete, to know the estimated date on which you will receive your product. Both the delivery date and the data to track your order in real time will appear in the mentioned email.

7. WHY DID THE PRICE OF MY PRODUCT CHANGE?

At Streamerch we offer different promotions and discounts on certain products for limited periods of time. For this reason, we reserve the right to change prices without notice. If you find an attractive price or a good promotion, we recommend you take advantage of the discount and make your purchase at that moment! Once the order is finished, the price to pay will not change in any way.

8. CAN I PICK UP MY PRODUCT SOMEWHERE?

Streamerch does not have branches where products can be picked up. All our purchases are made online directly on our website https://streamerch.com

PAYMENT METHODS

1. IS IT SAFE TO PAY ONLINE?

Hold on Vara works every day to keep our page with the highest security standards. All your information is encrypted using the best 256-bit Secure Sockets Layer (SSL) protection system. You can rest easy! We do not keep any data related to your payment method or strictly confidential information!

2. WHAT ARE THE FORMS OF PAYMENT?

Streamerch manages both PayPal, Mercado Pago and Aplazo as payment systems.

The first accepts credit or debit cards and is recommended for international banks.

With Mercado Pago you can also opt for bank transfers or cash payments. With Deferral there are 5 biweekly payments with debit, credit card or cash payments for deposit.

Payment accreditation varies depending on the selected payment method. Don't worry, when you complete the payment, our system will automatically tell you what the specific waiting time will be. As soon as this happens, we will send your product as quickly as possible to your address!

3. HOW DO I MAKE A PURCHASE WITH MERCADO PAGO?

You can make your payments with Mercado Pago with all the online security available so far! Select credit card, debit card or bank transfer (Visa or Master Card) for accreditations in a maximum time of 1:00 hours. Payments in self-service stores (Oxxo, 7-Eleven or Telecomm-Telégrafos) take around 48 hours. Take into account that if you pay during the weekend or on a holiday, the payment will be credited the next business day. The accreditation of payments does not have any additional cost.

If you opt for a credit surcharge balance with your Mercado Pago account, the accreditation will be instantaneous. It is possible to top up with any of the cash payment methods.

4. HOW DO I MAKE A PURCHASE WITH PAYPAL?

It is possible to make the payment by debit or credit card through a PayPal account. Once this form of payment is selected, you have a maximum of 2 hours to make it, otherwise our system will automatically cancel the order. To pay, you need to follow these simple steps:

- Select PayPal as the payment method and click on "Complete purchase". The system will automatically redirect you to PayPal.
- Enter your information, verify the details of your order and complete your purchase.
- After validating your payment, your order number will appear.
- PayPal must process and validate the payment. We will confirm your order in the next 48 hours.

Because the prices in Aguanta Vara are in Mexican pesos, the PayPal portal will change the total value of the purchase to dollars (according to the daily exchange rate) so that it can be processed. For any international transaction it is recommended to complete the transaction through PayPal.

5. HOW DO I MAKE A PURCHASE WITH KUESKI?

Create your account and don't worry, Kueski has your back. Pay in 6 biweekly installments, without a credit card. Your first payment is made at the time of purchase.

5. HOW DO I MAKE A PURCHASE WITH DELAY?

Create your account and don't worry, Aplazo supports you. Pay in 5 fortnightly installments, without credit card. Your first payment is made at the time of purchase.

6. CAN I PAY WITH INTERNATIONAL CARDS?

Yes, at Streamerch you can make your payment using international cards. Based on our experience, we suggest using a PayPal account as an intermediary since international card-issuing banks tend to reject e-commerce transactions abroad. A transaction through PayPal is always easier to accept!

7. CAN I MAKE MY PAYMENT WITH MORE THAN ONE CREDIT OR DEBIT CARD?

No, at the moment it is not possible to pay for your order with two different cards. It is essential to select one to proceed to complete the purchase.

8. DO THE FORMS OF PAYMENT APPLY TO ALL PRODUCTS AND DESTINATIONS?

It's right! Payment methods apply to all products and destinations located within the Mexican Republic.

SHIPPING AND DELIVERY FORMS

1. WHAT PACKAGES DOES STREAMERCH USE TO SHIP THE PRODUCTS?

At streamerch we have REDPACK and ESTAFETA as our main logistics partner to deliver the products to the indicated address in the shortest possible time. Within the Metropolitan Area we use local parcels so that delivery is faster and safer. Sometimes it is necessary to use another courier due to the shipping characteristics of the product. But do not worry! We always seek to deliver in the best possible way so that you only have to worry about enjoying your product!

2. CAN I CHOOSE THE PACKAGE THAT WILL DELIVERY MY PRODUCT?

It is not possible to choose the preferred parcel to deliver your product to your home because it is automatically assigned according to the characteristics of the product (dimensions and weight) and the geographical area in which the order will be delivered.

Don't worry! We have a team dedicated to choosing the best option so that your order arrives both in the shortest possible time and in excellent condition!

3. CAN I CHOOSE A DATE AND TIME FOR THE DELIVERY OF MY PRODUCT?

Unfortunately it is not possible to ensure any date or time for the delivery of your products because each parcel has specific routes to follow according to the geographical area. However, when your product is shipped, we will notify you by email, where you will be able to know your guide number and thus be able to track your order at all times. If it is necessary to request a specific time, it is possible to contact the parcel company directly to provide direct instructions to the assigned delivery man according to the delivery route.

4. SHOULD I BE AT HOME WHEN THE COURIER ARRIVES?

Not necessarily. If you made your payment with PayPal, credit or debit card, OXXO deposit or bank deposit, anyone with an official ID can receive your order. The courier is authorized to leave your order with any person who is of legal age and has official identification. The parcel company is not responsible for the package once it has been delivered to the indicated address.

Remember that there is a limit of delivery attempts and in case of not being able to complete the sale, it will be essential to cancel the order without the opportunity to be resent. In case of having made the purchase with a special price or discount, it will not be possible to respect the initial purchase price.

5. WHAT DO I DO IF I WAS NOT IN THE TIME OF DELIVERY?

Don't worry, the courier will make a second delivery attempt. If you are not at the indicated address, they will leave a notice of attempted delivery and take your order to the office closest to your home, where it will remain for a maximum of 3 business days. After that time, it will be returned to our warehouse.

It is recommended to bring the notice of attempted delivery at the time of requesting your order along with an official identification (IFE/INE, passport or professional ID). If it is not possible for you to go for your product, another person could pick it up carrying a power of attorney, original official identification and a copy of official identification.

6. WHAT IS THE SHIPPING COST?

Our shipping is free on orders over $999.00! If your order is of a lower price, the delivery cost will be $120.00 to any part of the Mexican Republic. Some of our products may generate additional costs depending on their dimensions. Don't worry, once the purchase is complete, our portal will automatically show you the total cost of the order with shipping included. You can add multiple products to your cart to avoid covering any related expenses!

7. WHAT IS THE DELIVERY TIME?

The delivery time depends on each parcel, as well as the area where your order will be delivered. It can be from 2 to 5 business days in central areas or from 3 to 6 business days in extended areas within the Mexican Republic. International delivery times are 8 to 10 business days. It is important to check your email, once the purchase is complete, to know the estimated date on which you will receive your product. Both the delivery date and the data to track your order in real time will appear in the mentioned email.

8. DOES STREAMERH MAKE DELIVERIES OUTSIDE OF MEXICO?

At Streamerch we make international deliveries. The available countries are: Argentina, Brazil, Canada, Chile, Colombia, Ecuador, Spain, United States and Guatemala.

International delivery times are 8-10 business days.

PROBLEMS WITH MY PURCHASE ORDER AND/OR PRODUCT

A) I have a problem with my purchase order

1. I WANT TO CANCEL MY PURCHASE

The purchase can be canceled without any problem as long as it has not been processed. For this it is necessary to send an email to contacto@streamerch.com.mx specifying the reason for the cancellation. If the payment is pending, we will proceed with the cancellation and the process will be closed. If the payment is confirmed, we will proceed with the cancellation and the refund will be requested. The refund varies depending on the payment method, it normally occurs within a period of no more than 72 hours.

If the purchase has already been processed we will not be able to cancel it because the order is already on its way. In this case it will be necessary to reject the shipment and we will request its return to our warehouse. Once this happens, we will process the refund of the purchase, which will be reflected in a period of no more than 72 hours.

2. I WANT TO CHANGE MY ORDER

In case of choosing to make a change with an order already completed in our store, it will be necessary to request the cancellation of the order previously made. If the purchase payment is pending, it will be canceled without any problem. Otherwise, both its cancellation and its refund will be proceeded. In any of the cases it is necessary to send an email to contacto@streamerch.com.mx to proceed with the process involved.

3. MY PURCHASE ORDER WAS CANCELED

There are different reasons why an order can be cancelled:

- You requested the cancellation of your order.
- The payment method was not accepted.
- You did not make the payment within the established time.
- Our fraud department rejected the PO.
- We run out of stock of the selected product.

In any of the aforementioned cases, it is necessary to contact contacto@streamerch.com.mx to verify the reason for the cancellation and request a review or solution to the purchase. In most cases it is possible to offer an alternative to complete the order successfully.

4. MY PAYMENT HAS NOT BEEN APPROVED

In case the payment has not been approved, it will be necessary to contact the selected bank system directly to verify the reason. Our executives cannot intervene in this process because doing so requires requesting personal information to which we are not authorized to intervene.

5. MY PAYMENT HAS DOUBLED

In the event that the payment has been duplicated, it is necessary to contact contacto@streamerch.com.mx to request technical assistance. Through this means you can obtain evidence of your purchase and payment history to make the pertinent clarifications with your bank. Assistance will only be provided to the holder of the purchase due to the confidentiality of the data.

6. MY ORDER HAS NOT ARRIVED

Check the confirmation email to know the estimated delivery date. If the estimated delivery date has already passed and your order has not yet been delivered, you can contact us at contacto@streamerch.com.mx Your product should arrive at your home shortly!

B) PROBLEMS WITH MY PRODUCT

1. I DID NOT LIKE MY PRODUCT! / I DID NOT HAVE MY PRODUCT LEFT!

At Streamerch we do not make changes if the customer made the wrong order, if Streamerch makes the wrong shipment or the wrong size, the change will be made totally free. If your product remains new, is in excellent condition and does not present any type of use or essential deterioration, contact us directly at contacto@streamerch.com.mx We will gladly provide you with all the necessary information to start the process!

2. MY PRODUCT IS INCOMPLETE

Check out the product page on Streamerch. In the description, verify that any accessories or missing parts are part of your product. If it includes them and you did not receive them, it is necessary to send an email to contacto@streamerch.com.mx . With it you can start your claim process and request both the parts and the products that are missing in your order.

3. MY PRODUCT ARRIVED DAMAGED

If you received a damaged product, it is necessary to process the return immediately. If it is still possible, refuse the delivery to the parcel company in charge; the messenger will give you a report where you can write the reason for the rejection. In both cases it is necessary to write an email to contacto@streamerch.com.mx to inform about the return of your purchase. We are sorry that your product has not arrived in good condition. We will resolve your case shortly.

5. I RECEIVED A DIFFERENT PRODUCT FROM THE SELECTED

If you received a different product than the one you ordered, it is necessary to return it as soon as you have received it. To request the return of the product and the sending of the correct one, it is necessary to send an email to contacto@streamerch.com.mx . We will solve your case as soon as possible!

ELECTRONIC BILLING

1. HOW DO I REQUEST AN INVOICE ON STREAMERCH?

Once your order has been delivered, we ask you to request your invoice by email https://streamerch.com/pages/facturacion Fill out the form with the following information

- Proof of tax status
- Purchase order number
- Company name, RFC
- Fiscal address
- Tax Regime
- Type of Payment and Use of CFDI.

2. HOW MANY DAYS DO I HAVE TO REQUEST MY INVOICE?

It is essential to issue the invoice within the month in which the purchase of the products was made. The invoice can be generated up to 10 business days after the purchase date. The respected date of purchase is the one specified in the purchase note.

3. HOW LONG DO I RECEIVE MY INVOICE?

The billing issuance process is carried out in a maximum of 72 hours.

4. IN WHAT FORMAT DO I GET MY ELECTRONIC INVOICE?

The invoice is issued in both PDF and XML format.