This Shipping and Delivery Policy applies to orders placed via the Pouchneutral website and outlines the arrangements for order preparation, dispatch, and delivery for customers in the European market.
Pouchneutral operates from Mexico and dispatches orders from its Mexican facility. Orders are shipped using established international courier services (including DHL Priority, FedEx Priority, and UPS Priority), subject to service availability at the destination.
- Dispatch Address
All orders covered by this policy are dispatched from the following address:
Address: Calle Norte 32 No. 613, Col. Santiago, Valle de Chalco, Estado de México, C.P. 56615
- Delivery Areas
Pouchneutral currently accepts orders from customers in the European market.
Delivery service availability may vary depending on the destination country, courier service coverage, and applicable delivery arrangements. Eligible destinations and corresponding shipping costs will be displayed during the checkout process.
- Courier Services
Depending on the destination and specific order details, Pouchneutral may utilize the following services:
DHL Priority
FedEx Priority
UPS Priority
The specific courier service selected for an order may depend on the destination, service availability, and operational arrangements at the time of dispatch.
- Shipping Transit Time
The standard transit time is approximately 5 to 12 business days from the date of dispatch.
This timeframe refers solely to the transit period after the order has left the Pouchneutral facility in Mexico.
Order processing and preparation time prior to dispatch is not included in the transit time mentioned above. Relevant order status and dispatch information will be communicated to the customer via the contact details provided at the time of ordering.
Pouchneutral designates 5 to 12 business days as the standard transit time for delivery services to Europe.
- Tracking Notifications
Pouchneutral will provide shipment tracking information if the selected courier service supports tracking functionality.
Tracking notifications may be sent to the email address provided by the customer when placing the order.
Depending on the courier’s tracking system, notifications may include the following key milestones:
Order dispatched;
Arrival at logistics hub; transit within the courier network;
Arrival at destination delivery network;
Local delivery arrangements;
Other logistics tracking updates. Customers are responsible for providing a valid, functional email address when placing an order and for monitoring order-related notifications.
- Customer Delivery Information
Customers must provide complete and accurate delivery information when placing an order, including the recipient’s name, delivery address, postal code, city, and any other details required for delivery.
Pouchneutral will arrange shipment based on the delivery information provided by the customer.
If an order cannot be delivered due to incomplete or inaccurate address or recipient information provided by the customer, the customer should contact Pouchneutral as soon as possible.
To the extent permitted by applicable law, the customer may be liable for additional delivery arrangements, re-delivery fees, or other reasonable costs arising from incorrect delivery information provided by the customer.
- Delivery Tracking and Customer Cooperation
Customers should closely monitor order tracking information and ensure they are available to receive the package when required by the courier service provider.
If the courier service provider requests additional delivery information or specific actions from the recipient, the customer must respond within the timeframe specified by the provider.
If a package is returned because the customer failed to provide necessary information, refused delivery, or failed to complete other required receipt procedures, Pouchneutral will arrange an appropriate solution based on the specific circumstances, applicable laws, and the details of the order.
- Orders Exceeding Standard Delivery Times
If an order has not been delivered beyond the standard shipping timeframe of 5 to 12 business days after dispatch, the customer should contact Pouchneutral using the contact details provided on the website.
Pouchneutral will verify the tracking information and, if necessary, contact the relevant courier service provider to investigate the package’s status.
Upon completion of the investigation, Pouchneutral will determine an appropriate solution based on the specific situation of the package. This may include:
Arranging a reshipment; or
Issuing a full refund for the affected order.
The applicable solution will take into account the package status, information provided by the courier, the specific circumstances of the delivery issue, and any mandatory consumer rights regulations applicable to the order.
- Lost or Unlocatable Packages
If tracking information indicates that a package is delayed, has stopped moving, or cannot currently be located, Pouchneutral may initiate an investigation with the relevant courier service provider.
Customers should provide reasonable information required to assist with the investigation.
Upon completion of the investigation, Pouchneutral will arrange for reshipment or a refund as appropriate.
For customers protected by mandatory European consumer regulations, the provisions of this section do not limit any statutory rights applicable to the order.
- Delivery Delays
Delivery times may be affected by various factors during international transit, including courier network conditions, customs procedures, delivery arrangements in the destination country, public holidays, or other events impacting transport routes.
In the event of significant delays, Pouchneutral will review available tracking information and communicate with the relevant courier service provider if necessary.
Pouchneutral will address major delivery issues in accordance with the applicable order terms and mandatory consumer protection regulations.
11. Risks During Transport
For orders placed by European consumers, Pouchneutral does not consider the mere handover of the order to a carrier as constituting a transfer of all delivery risks to the consumer.
Where mandatory European consumer laws apply, the relevant statutory rules regarding delivery and the transfer of risk remain in effect. In particular, this Shipping and Delivery Policy does not exclude any mandatory rights consumers may have regarding the point at which liability for loss or damage transfers to them.
- Delivery Dates and Statutory Consumer Rights
The standard shipping timeframes set out in this policy do not limit any mandatory delivery rights granted to consumers under applicable European laws.
European consumer regulations establish specific rights regarding delivery. In the absence of an agreed delivery timeframe, EU consumer regulations generally require delivery to be completed within the applicable statutory period, subject to the specific circumstances and remedies provided by law.
Nothing in this Shipping and Delivery Policy is intended to exclude, diminish, or limit consumer rights that cannot be excluded by law.
- Customs and Destination Requirements
International shipments may be subject to customs inspections or other requirements in the destination country.
If customs authorities or relevant agencies in the destination country require information from the recipient, the customer must provide the requested information within the specified timeframe.
Any taxes, duties, or other fees for which the customer is legally liable will be handled in accordance with the applicable terms of sale, destination country requirements, and relevant laws.
Pouchneutral does not consider a shipment “delivered” simply because it has entered the destination country or cleared customs. Actual delivery status is determined based on information provided by the relevant courier service provider.
- Delivery Confirmation
Once the courier service provider completes the delivery process, the shipment may be recorded as “delivered.”
If a customer believes an order has been incorrectly marked as “delivered,” they should contact Pouchneutral as soon as possible, providing order details and any relevant information.
Pouchneutral may review tracking records and, if necessary, request further information from the courier service provider to determine the appropriate course of action.
- Damaged Packaging
If an order arrives with visibly damaged outer packaging, the customer should retain the packaging and contact Pouchneutral as soon as possible, providing order details and relevant photos (if available).
Pouchneutral will investigate the situation and may request necessary information to assess the condition of the goods and determine an appropriate solution.
Mandatory consumer rights, where applicable, remain unaffected.
- Delivery Issues Due to Customer-Provided Information
Pouchneutral is not liable for delivery difficulties arising solely from incorrect information provided by the customer (including, but not limited to, incomplete or erroneous delivery addresses, postal codes, or recipient details), except where mandatory consumer rights apply.
If an address correction or redelivery is possible, Pouchneutral may coordinate with the courier service provider to arrange a delivery solution.
Any additional costs incurred due to customer-requested address corrections or redeliveries will be handled in accordance with the specific circumstances of the order and relevant laws.
17. Delivery Contact Information
If you have any questions regarding delivery, please contact us:
Phone: +52 5575775527
Email: sachet@pouchneutral.com
When contacting Pouchneutral regarding your order, please provide your order number and the email address used when placing the order so that we can locate the relevant shipment details.