Ordering
Assistance for New Customers
Availability
Cancel Or Change An Order
Payment Methods We Accept

Shipping
Free Shipping Policy
Faster Shipping!
Tracking The Shipment of Your Order
Finding Your Shipment
Multiple Boxes
Shipping Beyond the Continental U.S.

Returns
365-Day, Hassle Free Return Policy
How to Return A Product
Packaging Your Return
Show Me the Money!
Returns from Beyond the Continental U.S. 

Affiliate Program
How It Works

Taxes & Promotions
Sales Tax
Discounts | Promotions

Products
Price Comparisons
Our Products & Additional Requests

Gift Certificates
Purchasing Gift Certificates
Redeeming Gift Certificates

Using Your Account
Forgot Your Password
Share the Savings Code
Change Your E-Mail Address Or Password
Manage Your Address Book (Of Shipping Addresses)

Privacy & Security
Privacy Policy
Security

Still Need Help?
Contact Us By Phone Or Email
Would You Like to Purchase in Bulk?
Do You Have Ideas or Comments for Our Website?

How do I get help as a new customer?
Ordering our delicious, nostalgic Mexican products (like candy, soap, toys, and boots) is fast and easy. You can order anytime on our website at www.KIUBOshop.com or by calling us at 855-KIUBO-HELP (855-548-2643) during business hours (9-5 pm MST), Monday through Friday.

To place an order via the website, browse for products on both the left and top navigation bars on the web pages. You can also sort the products by brand on the left navigation bar. Additionally, you can search for items in the search space on the top-right of the web page.

Once you find the product you want, enter the quantity and add it to your shopping cart by clicking the "Add to Cart" button. If you have not created an account or logged in during this session, you will then be asked to do so in order for us to determine whether you are a new or existing customer and then apply any new customer discounts or existing credits you have in your account to your order. You are welcome to checkout without creating an account, but remember that we send our customers discounts on our specialty Mexican items.  So don’t miss out!

After picking your items, you will be taken to the shopping cart screen where you can (1) continue shopping, (2) click on "Proceed to Checkout, or (3) enter any promotion or discount codes.

During the Checkout process, you will simply need to enter your shipping address, credit card information (via a secure, SSL payment process) and confirm your order. That’s it!  You will receive your order within 2-4 business days!

Back to Top 

Availability
We aim to have all products listed on our site in stock so we can ship them the same or next business day. In rare circumstances where a product is not in stock, we will let you know when it will be available to ship.

Back to Top

Canceling or Changing An Order
After placing an order, you can log into your account (click on "My Account") and check the status of your order (click on “View Order Status”). You can cancel your order and obtain a refund at any time BEFORE we pack your order for shipping. After we have processed the order, however, we unfortunately cannot cancel it. We typically process our orders before 3 PM or 9 PM MST each day.

In order to change an order after you have placed it, you must first cancel your order and then place a new order.

Back to Top

Payment Methods We Accept
We accept Visa, MasterCard, Discover, American Express and PayPal.

Back to Top

Order Status
After successfully placing an order, you can log into your account and click on "Order Status" at the top of every screen (you can access the same page through “My Account" after logging in). If you just placed the order, the status will be listed as "Order Received." We will also send you a confirmation e-mail at the same time. If the order is not visible in your account and you have not received an e-mail, we did not receive your order and we did not charge your credit card. If that is the case, please re-enter that order or call us for help (855-KIUBO-HELP).

When we process your order, the order status changes to "Order Processed" and when shipped, "Order Shipped."  We will notify you by email that your order shipped.

Back to Top

Help With Special Orders
We gladly accept orders in advance.  You can set the frequency of delivery (e.g., every week to every 12 weeks), the contents of the order, and where you would like them sent. We also offer business / wholesale pricing for large orders.  Please call us (855-KIUBO-HELP) for help regarding these or any other issues.

Back to Top

Free Shipping Policy
We know that you are sensitive to shopping costs. We are too. That’s why shipping is free and fast for orders over $99 on KiuboShop.com. We also offer flat-rate shipping on all orders $99 or less.  This shipping policy applies only to the continental United States.

Order Subtotal               Shipping Fee

Over $99                        FREE

$99 or less                     $4.99 

Back to Top

Be a Hero to Your Community – Become a Local Affiliate
Don’t think you can buy $99 worth of items by yourself? No problem.Sign-up for a Local Affiliate account, and we’ll send you a special code and product catalog. Then, gather your friends & family and place one big order over $99 on your affiliate account. Once the products arrive, distribute them to your friends & family. Not only do you get free shipping, you get a 6% commission and your friends will love you for bringing home the best Mexican products. Repeat at least twice a month to achieve maximum love and adoration. 

Back to Top

Faster Shipping
KiuboShop.com understands that getting your items quickly is important.  We strive to process your order the same day, and you should expect your order to arrive within 3-4 business days.

For example, when you order by 4 p.m. EST on a business day, most orders will ship the same day and you will receive it in 2-3 business days.  We also offer expedited service for shipping and handling, when you positively must have your Mexican goodies ASAP.  For an additional $3.99, we will prioritize your order for processing and shipping. 

Note that some items, such as boots, may take 1-2 business days longer to arrive.

The following orders may result in delayed shipping:

●          Incorrect shipping address
●          Shipping address does not match billing address
●          Payment authorization delay or issue
●          UPS failure to deliver (e.g. severe weather conditions)

Back to Top

Tracking Your Order
When your order ships, you will receive an email with shipping and tracking information. You can use your tracking number on the carrier's website to trace your order. We also list your tracking number in the "View Order Status" link, which is available when you log in to your account. 

Back to Top

Finding Your Box
If the tracking information shows that the order was delivered, please check your home (especially your porch, backyard, or shrubs), your neighbors, and building managers.  Sometimes carriers will leave a slip indicating whether they will attempt another delivery or whether pick-up at a local distribution center is available. 

If there is no tracking information or the tracking information shows the item was returned to us, please contact us by email (WeCare@kiuboshop.com) or phone (855-KIUBO-HELP).  We may have the wrong shipping address, the driver may have unsuccessfully attempted delivery, or the carrier may have lost it.  Whatever it is, we’ll help you get to the bottom of it.

Back to Top

Hello?  Anyone there?
It's up to the carrier’s discretion whether to require a signature for delivery, drop the package off at your doorstep or leave it with a doorman. If the driver believes it's best to obtain a signature, she will try a few times to secure one. When a package is returned “undeliverable,” you should get a full refund unless it is determined that the order was improperly refused. Undeliverable orders will not be resent. You must place a new order to receive your items.

Back to Top

Multiple Boxes, Multiple Smiles
Most of your products will be shipped together in one box and will arrive at the same time. But if the order is large and shipped in multiple boxes, your packages may arrive separately. You can see if you will receive separate packages by logging in to your account and checking the tracking numbers listed for your order.

Back to Top

Sharing Mexico with the World
We offer delivery to Alaska, Hawaii, U.S. Territories and APO/FPO addresses. However, due to the additional fees and challenges associated with shipping to these locations, we're asking you to help cover a portion of the shipping and handling costs.

When shipping to these locations, please keep in mind the following:
●          Shipping rates vary based on distance, order size, and weight; these factors are calculated at checkout.
●          Delivery time will take longer -- estimated dates will be provided at checkout.
●          Delivery

to APO and FPO addresses may take an additional 7 to 14 days.
●          Due to USPS regulations, items deemed hazardous cannot be shipped to these locations. Products will be flagged at checkout.
●          We cannot to ship to P.O. boxes other than those mentioned above.
●          Note: some products cannot be shipped to international destinations due to customs enforcement. You are responsible for ensuring that your order will pass your country’s customs laws.

Back to Top

365-Day, Hassle Free Return Policy
Our #1 priority is your satisfaction!  We want you to be a lifetime customer of KiuboShop.com.  If you are not 100% satisfied with your purchase for any reason, we will gladly accept returns within 365 days of the sale date and issue a full refund. We will also pay for the return shipping. 

All we ask is that the return item is not used or expired, is in the same condition you received it, and is in the original box and/or packaging.  For returns from beyond the continental United States, or for any other questions or concerns, please contact us at WeCare@KiuboShop.com or 855-KIUBO-HELP. 

Back to Top

How to Return a Product
Our goal is to set your mind at ease and create a risk-free shopping experience.  Follow these instructions for a return that is easy, fast, and free!  To return any item, go to My Account, then Completed Orders and click on Returns Item(s).  From there, follow the instructions by providing a reason for the return and any comments you may have.  You will receive an e-mail confirmation of your return and further instructions for printing your prepaid shipping label.

You can also call our Customer Care team at 855-KIUBO-HELP or send an email to WeCare@KiuboShop.com. A friendly Customer Care team member will take care of the details and email you a prepaid, printable USPS return shipping label to apply to your package.  You may then return your package to a USPS driver or drop it off at any USPS drop-off location. You can even request a pickup from your local USPS center.  Once your return is received at our processing center, you will receive a full refund, along with an email confirmation.

Back to Top

Packing Your Return
The box that the items were originally shipped in can be reused if the sizing is appropriate. Simply apply the prepaid shipping label acquired through our easy return process. As mentioned above, you can return your package to a USPS driver or drop it off at any USPS drop-off location.

Please contact us with any questions or concerns at WeCare@KiuboShop.com or 855-KIUBO-HELP.

Back to Top

Show Me the Money!
You should receive your refund within four weeks of giving your package to the return shipper; however, in many cases you will receive a refund more quickly. This time period includes the transit time for us to receive your return from the shipper (5 - 10 business days), the time it takes us to process your return once we receive it (3 - 5 business days), and the time it takes your bank to process our refund request (5 - 10 business days). 

You may also choose to receive in-store credit for a faster refund.  Please mention this option in your return comments. 

Back to Top

Returns from Beyond the Continental U.S.
We currently offer free returns for orders shipped to the 48 contiguous states only. However, if you live in Alaska, Hawaii, U.S. Territories or at an APO/FPO address, you may return items at your own expense using any trackable and insured shipping method.

Please contact our Customer Care team for detailed instructions. Call us at 855-KIUBO-HELP or send an email to WeCare@KiuboShop.com.

Back to Top

The Affiliate Program
In the next several months, we will roll out an affiliate program to earn you KIUBO credits.  If you are interested in the affiliate program, please let us know by e-mailing (WeCare@kiuboshop.com) or calling us (855-KIUBO-HELP).  In short, the program will give you 6% of your affiliates’ purchases as KIUBO credits. If your affiliate bring more affiliates, then you earn 3% of their purchases as KIUBO credits.  Upon joining the program, you will be given a special code for your affiliates to use when making their purchases.

Back to Top

Sales Tax
We are required by law to collect sales tax on certain items shipped to New York and Texas. The items taxable and specific taxable rate is determined by the zip code where the order is being delivered.

Back to Top

Discounts & Promotions
Sometimes we offer discounts via promotion codes. Be sure to enter these codes in the shopping cart screen. After entering the code, just complete the transaction as usual.  Congrats – you just saved some money!

Back to Top

Price Comparisons
The brands and products that we sell come in many shapes, sizes, and weights.  As a result, it can be difficult to compare prices.  If you choose to compare prices, please compare the per-unit or per-ounce cost of our products to the alternatives. We’ll even give you the price per unit for comparison purposes. We’re confident that our prices are some of the cheapest you will find.

Back to Top

Our Products & Additional Requests
Our goal is to become your one-stop shop for all Mexican nostalgic products, such as food, cookware, health & beauty products, and toys. Everything we sell is listed on the website, including some of our favorites, like: Obleas de Cajeta, Lucas Salsa Botanera, Pelon Pelo Rico, Paletas Vero, and Pulparindo. 

We welcome additional suggestions of products and brands you would like us to carry. Just call us (855-KIUBO-HELP) or email us at WeCare@kiuboshop.com. 

Back to Top 

Purchasing Gift Certificates
Gift certificates can be purchased for up to $1,000 and can be personalized for any occasion, like birthdays or holidays.  You can send gift certificates by email or regular mail. If you would like to personally deliver the gift certificate, simply enter your address in the recipient field. Gift certificates can be mailed only to valid U.S. addresses, including U.S. Territories and APO/FPO addresses.

Gift certificates will be emailed or mailed by the end of the next business day. No sales tax is charged on the gift certificate purchase, though taxes may apply to orders paid for with the gift certificate. Promotional codes may not be used to purchase gift certificates, but they may be used when redeeming gift certificates.

Back to Top

Redeeming Gift Certificates
You must have an account with KIUBO to use your gift certificate.  Fortunately, setting up an account is easy and free. Every gift certificate has a unique code, which you must enter at checkout.  After using it, the dollar value of your gift certificate is automatically deducted from the total price of your order. If there is a remaining balance, you can use it for your next purchase. You can view any left over gift certificate balances under "My Account."

You can use a gift certificate and a credit card to pay for your order. If both are used, we will charge the gift certificate first, and the remaining balance will be charged to your credit card. Unused gift certificates cannot be redeemed for cash. Unfortunately, gift certificates are not replaceable if lost or stolen—so protect them like cash. 

Gift certificates may be redeemed for orders shipped to valid U.S. addresses, including U.S. Territories and APO/FPO addresses. However, additional shipping and handling charges will apply to areas outside the contiguous states.

Back to Top

Forgot Your Password
Did you forget your password?  That’s OK—it happens to all of us.  Pleaseclick here and enter your email address.  We will quickly send you your password.

Back to Top

Your Affiliate Code
Once you sign up for the affiliate program, we will send you your Affiliate Code. And you should know that it is always located under "My Account,” should you forget it.

Back to Top

Change Your E-Mail Address or Password
You can change your e-mail address or password by logging in, clicking "My Account" and then "My Profile."

Back to Top

Manage Your Shipping Addresses
You can edit the address you regularly ship by logging in, clicking "My Account" and then "Your Address Book." In addition, during the checkout process, you will have the option of adding, deleting or editing shipping addresses.  

Back to Top

Privacy Policy
We are extremely sensitive about your privacy and personal information you give to us. Our business does not include renting or selling your private information to others. As a general matter, we use and store this information simply to personalize and improve your user experience. We share information with 3rd parties (such as UPS, our warehouses, etc.) only as detailed in our Privacy Statement.

Back to Top

Security
One of our top goals is to protect the security of your personal information. We use 256-bit Secure Sockets Layer (SSL) technology, which encrypts and scrambles sensitive information during online transactions like your credit card information. Our shopping cart is also compliant with the Payment Card Industry Data Security Standards, ensuring that we pass quarterly external vulnerability scans of all our active IP addresses. 

Back to Top

Contact Us By Phone Or Email
Please contact our friendly Customer Care team by phone (855-KIUBO-HELP) during business hours (9-5 pm MST), Monday through Friday.  Of course, you can always reach us by email (WeCare@KIUBOshop.com).

Back to Top

Would You Like to Purchase in Bulk?
We welcome bulk orders for your restaurant, bodega, or any other reason.  Simply call our friendly Customer Care representatives at 855-KIUBO-HELP and we will work with you to process your larger orders.

Back to Top

Do You Have Ideas or Comments for Our Website?
We welcome all comments or suggestions to improve our service and appearance. Please send us your feedback at WeCare@kiuboshop.com.

Back to Top