This page describes the terms and conditions of the dongsong.com.mx website. By visiting and using dongsong.com.mx, the visitor or user accepts these terms and conditions in their entirety. The information in these terms and conditions is and the USER is advised to visit this page frequently.
This page describes in detail the manner in which the USER agrees to use and behave within the WEBSITE and its respective content, products and services.
Pickups in physical stores will be made at the store located at Av. Insurgentes Sur 488, Roma Sur, C.P. 06500, CDMX, Mexico.
All deliveries will be made at the counter from Tuesday to Saturday from 11:00 a.m. to 6:00 p.m. and/or on Sunday from 11:00 a.m. to 4:00 p.m., except on holidays when there is no work and from 2:00 p.m. to 3:00 p.m. on weekdays, when the store is closed during lunch time.
To pick up your order you will need the following information:
How do I know when I can pick up my order at the physical store?
If it is a product in stock, you can go the day after you place your order.
You can check through our means of communication (Instagram, Facebook and WhatsApp) if the product is available for collection.
If the order includes a pre-sale product, it can be collected as soon as notice is given that the product has arrived at the physical store. This notice may be through social networks and/or email.
What happens if I don't pick up my order?
You HAVE 20 CALENDAR DAYS TO PICK UP YOUR ORDER, from the moment you receive your collection email. If you do not comply with this time, the following penalties will be applied:
I want to cancel my order, what do I do?
If the customer wishes to cancel their order, they will have a maximum period of up to 7 calendar days from when the purchase is confirmed via email, communicating through any of the means of communication indicated by DONGSONG (Instagram, Facebook and/or WhatsApp)
If it is a shipment, the order cannot be cancelled once it has been packaged or the tracking number has been generated.
My order has been cancelled, what can I do?
In the event that the customer wants to recover a cancelled order, this can be done as long as there is stock of the product and the customer pays the penalties, if any. If the product is not in stock, the customer will be offered the option of using the cost as their credit or refunding it, deducting the amount of the penalties and/or commissions, if applicable.
For payments made through Kueski Pay, only a credit balance can be offered (CHECK THE COUPONS AND/OR CREDIT BALANCES SECTION).
What does it mean when a product says “Subject to change due to availability”?
If a product is marked with the note “Subject to changes due to availability”, the product may be exchanged for a similar one of the same cost without prior notice to the customer.
In the event that the product does not contain such signage and is out of stock, DONGSONG will contact the customer by telephone and/or email to inform them about it and will offer the alternative of exchanging the product for another of the same price or making the corresponding refund for the value of said product (SEE REFUNDS SECTION).
If the customer cannot be contacted, the order will be cancelled (CHECK THE CANCELLATION SECTION), with a time limit of:
SORTING is a process by which the client grants DONGSONG permission to open one or more of the albums that he or she requested, in order to be given the possibility of delivering a specific version of the photocard, album or any other complement thereof.
This process DOES NOT ENSURE that the chosen version is the one delivered, as it depends on chance. Therefore, DONGSONG may send a different version than the one chosen, depending on stock availability and the preferred list that the customer shared with DONGSONG.
Cancellations or sorting changes are not allowed once the albums are opened by DONGSONG.
5. SHIPMENTS AND RETURNS
How long does my order take to arrive at my home?
The assigned delivery time* is considered from the payment confirmation, the order preparation time is between 3 to 5 business days (Tuesday to Friday), which entails delivery of the package to the selected logistics company, as long as they are not pre-sales.
*Delivery time may vary depending on the following factors:
Delivery times depend on each courier and are outside the jurisdiction of DongSong.
Will I receive a tracking guide?
Once the tracking guide is generated, we will send it to you by email, along with the tracking link on the page of the shipping company you have selected, in order to track your package.
My shipping address is wrong, what do I do?
When you receive your confirmation email, check that all of your address information is correct. In case of incorrect address information, DONGSONG is not responsible for the non-arrival of your order.
To correct your data, you must immediately contact us within a period of no more than 24 hours from when you receive your order confirmation email, through Instagram, Facebook or WhatsApp.
Once the guide has been generated and/or the shipment has been made, it will not be It is not possible to refund it, nor change the address or product.
I want to change my shipment to pick up at a physical store.
In case of changes from shipping to pick up at a physical store Physical, can only be made if the order has not been packaged or a tracking guide has been generated, the customer must contact DONGSONG to inform them of this.
My package was returned to the origin, do you have a solution?
If the package returns to our branch, a second delivery can be requested within a maximum period of 10 calendar days once the package has arrived at the branch, as long as the shipping cost is covered or the cost of the product is refunded. (CHECK REFUND SECTION)
In the event that DONGSONG is unable to communicate with the customer, the order will be canceled (CHECK CANCELLATIONS SECTION)
6. FACTORY DEFECTS AND/OR ORDER PROBLEMS style="margin-bottom: 1.25rem; font-family: Qtvagaround, sans-serif; font-size: 12px; line-height: 12px; color: #777777; background-color: #ffffff;">When an album is delivered sealed and has a factory defect, DONGSONG is exempt from any that these may present.
It will not be possible to make changes, returns or replacement of content in these cases.
They are considered defects of factory the following cases:
In the case of lightsticks, electronic products, ;unique, missing or damaged products in the order must be video evidence from the original opening of the package with DONGSONG security seals and send the evidence by Whatsapp, Instagram or Facebook. Once this is done, a report will be opened to be submitted to a review process. warranty.
Once the lightsticks leave the physical store, THEY DO NOT HAVE A WARRANTY, since they are tested before being delivered to the customer.
If the evidence is not available, no claim and/or warranty request can be made.
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7. COUPONS AND/OR BALANCES IN FAVOR
In the event that a coupon is awarded with which any discount on selected products, DONGSONG will inform the customer of the validity period of said coupon. In the event that the coupon has not been used and its validity has expired, DONGSONG reserves the right to reactivate the coupon, depending on the situation of each customer.
Coupons are NOT VALID on products that already have a discount applied on the website.
There will be occasions when DONGSONG will grant credit balances to the customer (SEE THE SECTION OF CHANGES AND/OR CANCELLATIONS OF ORDERS), if so warranted, the validity of said credit balances will be for a maximum period of 2 months (that is, 60 calendar days), starting from the day on which the credit balance is granted. Once this period has expired, the credit balance will no longer be valid.
When the customer makes a purchase You are agreeing to have read the terms and conditions of dongsong.com.mx
