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Payment

PAYMENT METHODS

We accept the following payment methods:

CREDIT/DEBIT CARD

You can use all major credit or debit cards.

The order total will be pre-authorized during purchase, and debited when the items are shipped.

We guarantee the safety of all transactions: we use advanced encryption systems and secure connection protocols.

PAYPAL

Once you reach the Payment step at checkout, you will be taken to the PayPal login page: all you need to do is log in and confirm the transaction. If you don't have a PayPal account, you can create one quickly and safely from the login page, without interrupting your purchase.

The order total will be debited as soon as the order has been placed.

OXXO

With OXXO you can pay for your order in cash at your nearest OXXO location.

You will have three business days to complete the payment; otherwise, the order will be canceled.

The items in your order will be reserved when the order is placed and will ship after payment is received, which may affect the delivery date.

OXXO payments are available only for orders up to $10,000. In case of return, a bank account is required to receive the refund.

TAXES, DUTIES AND PROOF OF PURCHASE

All customers receive a receipt (proof of purchase) for their online order. You will be asked to enter your billing address at checkout (it can be the same address used for delivery, or a completely different address).

Your order total includes all applicable taxes. You will not need to pay any additional fees or duties at delivery.

REFUNDS

Refunds for returned items are always made against the original payment method, except for OXXO payments. In this case, a bank account is required to receive the refund.

Discover more on returns and exchanges.

HOW CAN I REQUEST THE INVOICE?

To request your invoice, please send the following information along with your order number to: invoice_mx@otb.net.

1. Tax Certificate: Attach your current tax certificate (RFC).

2. Tax Regime: Indicate your tax regime.

3. CFDI Usage: Specify the CFDI usage.

Please note that you must request the fiscal invoice no later than the last day of the month in which the purchase was made and approved.

FAQ

THE PAYMENT SHOWS UP TWICE ON MY ACCOUNT, WHAT SHOULD I DO?

If you see what looks like a double charge for the same order, please note that the first sum may be the authorization: when the order is placed, the total is pre-authorized on your card. That authorized amount is actually "captured" when the order is shipped. This may show as two separate transactions on some accounts (according to the financial institution that issued your card), but we can assure you that the sum is debited only once.

CAN I SPLIT THE PAYMENT FOR MY ORDER, AND USE DIFFERENT PAYMENT METHODS?

It is not possible to use two different payment methods or to split the payment between two different cards.

WHAT HAPPENS TO MY REFUND IF THE CARD I USED FOR PAYMENT EXPIRES OR HAS BEEN BLOCKED?

If the credit or debit card used for your online order expires or is no longer active for any reason (also for orders paid through PayPal or OXXO, where available), we can ensure the refund will be issued successfully: your bank will be able to trace the refund through the Acquirer Reference Number (ARN). Call us to know your ARN, and forward it to your bank. The bank will transfer the refund to your bank account or new card.

Do you need to contact us?

Our client service agents are at your disposal Monday through Friday 9am to 9pm EST and Saturday from 10am to 9pm EST, excluding national holidays.

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