Product delivery terms and conditions: 

DELIVERIES WITHIN BOGOTÁ D.C. COVERAGE AREA

Within coverage area: 24 to 72 hours after payment is made.
Outside coverage area (including surrounding municipalities like Chía, La Calera, Madrid, Cota, and non-marked zones in Bogotá): Delivery time depends on availability and may take longer than 72 hours.

 

DELIVERY POLICY FOR OTHER CITIES:. 

• We use the authorized logistics operator Coordinadora Mercantil, or any other designated for this purpose.
• A copy of the shipping guide will be sent, and users can track their order status by logging into their account on www.moxefoods.com 
• Delivery time after the order is processed and paid can extend up to eight (8) business days.
• Holidays are not considered business days.

DELIVERY HOURS:

Purchases made by the USER after 12:00 PM will be processed, packed, and handed over to Coordinadora Mercantil on the next business day. The logistics company delivers from Monday to Saturday between 9:00 AM and 7:00 PM, excluding Sundays and holidays.

DELIVERY ATTEMPTS:

MOXEFOODS through the logistics company, will make two (2) delivery attempts. In residential complexes or buildings with concierge service, the USER accepts deliveries to be made to the concierge or receptionist on duty.
No second delivery attempts will be made in the following cases:

• Incorrect recipient name.
• Unable to locate or incomplete address.
• Unfamiliar recipient at the delivery address or has moved.

FAILED DELIVERY ATTEMPTS:

If both delivery attempts fail or fall under the above categories, the product will be returned to the logistics facilities. MOXEFOODS will contact the USER via the registered email on the website to find a solution and arrange for re-delivery. The USER must respond within ten (10) calendar days of receiving the communication. If the USER responds within the specified timeframe and successful delivery is made, there will be no additional cost for the new shipment. If there is no response from the USER within ten (10) calendar days, the logistics company will return the product to MOXEFOODS. Only after the USER confirms the address through new written communication will a new delivery attempt be made. In this case, the delivery time will start anew from the address confirmation, and the USER will bear the shipping costs.

 

PRODUCT RECEIPT:

Products will only be delivered to individuals of legal age who must sign the guide with identification number. In residential complexes or buildings, the product will be left at the corresponding concierge, noted accordingly on the delivery guide.

 

PRODUCT REJECTION PROCEDURE:

MOXEFOODS follows strict packaging procedures to prevent product damage during transportation. Upon receipt, the USER must check the condition of the respective packaging. If it is damaged in any way (e.g., scratched, broken, or opened), the USER must:

1. Refuse to accept the product and note the reason on the delivery guide (“damaged packaging,” “defective product,” or “product not as ordered”).
2. Inform MOXEFOODS within 72 hours of rejecting the shipment, requesting a refund or product exchange. The USER must make the request in writing. Claims, exchanges, or returns due to damaged packaging will not be accepted after 72 hours. MOXEFOODS is not liable for delays resulting from unpredictable and unavoidable circumstances such as heavy rain, floods, accidents, or strikes in the region where the product is to be delivered, preventing the logistics company from arriving on time. MOXEFOODS will only accept exchanges or returns of products when it is determined upon delivery that they are damaged, of poor quality, or have exceeded their expiration date at the time of sale, provided their nature and condition allow for it.