We offer free Shipping to Mexico City and nearby cities (Mexico, Queretaro and Puebla).
For the rest of Mexico we offer a flat shipping, the cost vary depending on destination and size of the products you’re buying. Detailed information will be shown through the checkout process.
Once the purchase is confirmed, the delivery time will be 4 to 7 weeks (In case of having stock, the time can be shortened and we’ll let you know accordly).
Days before your delivery date we will notify you of the status of your order to manage the shipment.
In addition to our standard shipping service, we have the option of expedited national and international shipping, as well as ex-works services for professionals if you prefer.
Contact us directly at firstname.lastname@example.org and a specialist will contact you in less than 24 hours.
We strive to ship as quickly as possible! Because of this, there is a small window in which changes can be made. Contact us immediately at email@example.com.
If your order has not been processed for production and shipping, we will do our best to accommodate requests for cancellation or editing whenever possible.
If you think there is a problem with your Balsa product or something is missing, we are here to help you resolve this situation as quickly as possible!
To begin the process, please send an email with your order details to: firstname.lastname@example.org
Order number: EX. WEB1000
Pictures of damaged item, outer packaging and shipping label
Item # / Product SKU: EX. 12345
Save all packaging and products while we review your claim.
If the tracking information shows that your package was delivered, but you have not received it, please contact our Customer Service Team at email@example.com.
Note: At Balsa we take the information given by our logistics and shipping partners as the main delivery reference.
We want you to be totally satisfied with your Balsa purchase, so if you’re not, please let us know as soon as possible after you received.
Please be aware we do not offer direct exchanges. Orders can be changed by returning a refund and submitting a new order.
A. Damaged products: If you think your order is not what you were expecting due to quality or because it arrived damaged, contact us and we will be ready to process your complaint. Please send the complete information so we can process your refund as soon as possible.
Initiate your complain / refund request here.
B. Undamaged products: If you want to request a refund due to other reasons please follow the following instructions. You may return your Balsa purchase undamaged, unused and in its original packaging within 14 days of receipt. Shipping charges associated with returning an undamaged item will be responsibility of the customer.
Please give us more information starting your request here.
C. Failed shipping: If your order has been returned due to unsuccessful delivery attempts, you can request a refund less the order shipping costs, or we can resend the order once the reshipment costs have been paid. Contact us here.
The “shipping” information on our product pages is the estimated delivery time from our warehouse.
The actual time to send the products from our warehouse may vary. Please note that if you placed an order for products that are not currently in stock, shipping time may vary.
The delivery time is shown on the product page, above the “Add to cart” button. Your complete order will be shipped when all items are in stock.