OUR POLICIES

SHIPPING POLICY

We are committed to providing you with high-quality products and excellent customer service. Here's our shipping policy for orders within the United States:

Processing Time:

  • All orders will be processed within 3-5 business days.

Shipping Time:

  • We offer standard shipping within the United States, which takes 3-5 business days for delivery.
  • Shipping times are estimated and are not guaranteed. We are not responsible for delays caused by carriers, weather conditions, or other factors outside of our control.

Shipping Carrier:

  • We ship all orders via USPS or UPS, depending on the size and weight of the package.

Tracking:

  • Once your order has shipped, we will send you a confirmation email with a tracking number so that you can monitor the progress of your shipment.

Shipping Restrictions:

  • At this time, we only ship within the United States.

International Shipping:

  • We do not offer international shipping at this time.

Delivery:

  • Deliveries will be made to the shipping address provided at checkout. Please ensure that the address is accurate and complete to avoid delivery delays or issues.
  • If your package arrives damaged, please contact us within 24 hours of delivery so that we can file a claim with the carrier.
  • If you need to make any changes to your shipping address or order details after placing your order, please contact us as soon as possible so that we can assist you.

Policy Updates: We reserve the right to update or modify our Return Policy at any time. Any changes will be posted on our website, and the updated policy will apply to all new orders placed after the policy update.

 

DAMAGED GOODS POLICY

We take great care in ensuring that your Mexican pottery products are delivered to you in pristine condition. However, in the unfortunate event that your items arrive damaged, please read and understand our Damaged Goods Policy outlined below:

Notification Period: If your Mexican pottery products arrive in a damaged condition, you must contact us within 24 hrs from the date of receiving your order to report the issue. Failure to notify us within this time frame will result in us being unable to process an exchange or refund.

Notification Process: To report damaged goods, please follow these steps:

  1. Take clear photos of the damaged product(s) and the packaging. These photos are essential for us to assess the damage and process your request.
  2. Send an email to our customer support team at hello@ibarraimports.com with the subject line "Damaged Goods - [Your Order Number]."
  3. In your email, include the following information:
    • Your full name
    • Your order number
    • A description of the damage
    • Attach the photos of the damaged product(s) and packaging

Evaluation and Resolution: Upon receiving your email and the necessary documentation, our team will evaluate the damage to determine the appropriate course of action. This may include offering you a replacement or issuing a refund, depending on product availability and your preference.

Return and Inspection: In some cases, we may request you to return the damaged item(s) to us for further inspection. We will provide instructions on how to return the item(s) safely. Once we receive the damaged product(s) and confirm the damage, we will proceed with the replacement or refund.

Exceptions: Please note that this policy does not cover normal wear and tear, minor imperfections inherent in handmade pottery, or damage caused by mishandling or improper care after receiving the products.

 

Policy on Product Handling and Breakage

At Ibarra Imports we take great care to ensure that our authentic Mexican pottery reaches our customers in pristine condition. However, once the product has been delivered, we cannot assume responsibility for any mishandling or accidents that may result in breakage or cracking. We encourage our customers to carefully inspect their pottery upon delivery and handle it with care thereafter.

Terms and Conditions:

  1. Inspection Upon Delivery: Customers are advised to inspect their pottery upon delivery for any visible damage. If any damage is noticed, customers must inform the delivery personnel immediately or within 24 hours of delivery.

  2. Handling Guidelines: We provide general guidelines for the proper handling of our pottery, including curing instructions. These guidelines are provided to minimize the risk of breakage or damage during handling.

  3. Limitation of Liability: Ibarra Imports shall not be held liable for any damages or losses incurred due to mishandling of the product after delivery. This includes but is not limited to breakage, cracking, chipping, or any other damage resulting from improper handling.

  4. No Returns or Exchanges: Products damaged due to mishandling after delivery are not eligible for returns or exchanges. We reserve the right to refuse any return or exchange request for products damaged after delivery.

  5. Customer Responsibility: Customers are responsible for ensuring that the product is handled and maintained properly after delivery. This includes following any care instructions provided by Ibarra Imports.

  6. Claims Process: In the event of receiving a damaged product upon delivery, customers must contact our customer service team immediately to initiate a claims process. Claims will be assessed on a case-by-case basis, and compensation or replacement will be provided at our discretion.

Policy Updates: We reserve the right to update or modify our Damaged Goods Policy at any time. Any changes will be posted on our website, and the updated policy will apply to all new orders placed after the policy update.

 

RETURN POLICY

At Ibarra Imports, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your products, please review our Return Policy for guidance on the return process:

Return Window: We accept returns within 14 days of the date you received your order. After this 14-day period, we will be unable to process any returns.

Return Eligibility: To be eligible for a return, the following conditions must be met:

  • The return request must be made within 14 days of receiving the order.
  • The item(s) must be in new, unused, and resalable condition. This means that the product must be in the same condition as when you received it.
  • The item(s) must be returned in their original packaging, including any tags, labels, or protective materials.

Return Process: To initiate a return, please follow these steps:

  1. Contact our customer support team at hello@ibarraimports.com with the subject line "Return Request - [Your Order Number]."
  2. In your email, provide the following information:
    • Your full name
    • Your order number
    • A description of the item(s) you wish to return
  3. Await instructions from our customer support team. They will guide you on how to complete the return process.

Return Shipping Fees: Please note that the customer is responsible for all return shipping fees. We recommend using a shipping method that provides tracking and insurance, as we cannot be held responsible for items lost or damaged during return transit.

Refund Process: Once we receive the returned item(s) and confirm that they are in good, resalable condition, we will process your refund. The refund will be issued to the original payment method used when placing your order. The shipping price you paid when order was placed is non refundable. 

Non-Returnable Items: Certain items are non-returnable, including personalized or customized items and items marked as "final sale." These items are not eligible for returns or refunds.

Policy Updates: We reserve the right to update or modify our Return Policy at any time. Any changes will be posted on our website, and the updated policy will apply to all new orders placed after the policy update.

CANCELATION POLICY

We understand that sometimes plans change, and you may need to cancel your order. To ensure a seamless shopping experience, we have established a 24-hour cancellation policy for all orders placed on our website. Please review the following cancellation policy details:

Cancellation Window: You may cancel your order within 24 hours of placing it on our website. Orders canceled after this 24-hour window will not be eligible for a refund.

Cancellation Process: To cancel your order, please follow these steps:

Send us an email at hello@ibarraimports.com. You will receive a confirmation about your order being canceled. If you do not receive confirmation please call 702-321-1083.

Refund Process: Upon successful cancellation within the 24-hour window, we will process your refund as follows:

  • If you paid using a credit or debit card, the refund will be credited back to the original payment method.
  • If you paid using an alternative payment method (e.g., PayPal), we will refund the amount to your account.

Cancellation Fees: We do not charge any cancellation fees for orders canceled within the 24-hour window.

Exceptions: Please note that personalized or customized items cannot be canceled once the production process has begun. Additionally, items marked as "final sale" are not eligible for cancellation or refunds.

Policy Updates: We reserve the right to update or modify our cancellation policy at any time. Any changes will be posted on our website, and the updated policy will apply to all new orders placed after the policy update.

Thank you for choosing our Ibarra Imports! If you have any questions or concerns about our shipping policy, please don't hesitate to contact us.