FAQ
Short answers. If your question isn't here, message us on WhatsApp.
When will my order arrive?
We send factory orders by Mondays and Thursdays at 11:00: whatever you pay before that time ships that day, and the rest ships the next day. Once it leaves the factory, made-to-order pins arrive at your door in 9 to 25 days; the exact date is on your order. In-store pins are picked up at VIRTU4L (Tuxtla) once we let you know.
Where is my order?
With your order number (it starts with TC-) and your email or WhatsApp, you can check it under Tracking. You can also ask on WhatsApp at +52 967 363 4000 from the number you bought with (Wednesday to Sunday, 11:00 to 19:00). If you don't have your order number, log in to My Orders with your email.
What do "made to order" and "in store" mean?
In store: pieces we already have in Tuxtla that you pick up at VIRTU4L. Made to order: we order them for you when you pay, and they arrive at your home anywhere in Mexico.
I paid at OXXO and my order still says "waiting for your payment"
It can take up to 24 hours to confirm. You don't need to do anything. If it isn't confirmed within 3 days, the order is cancelled automatically and you are not charged. If you paid and it still happens, write to us with your order number and we will sort it out.
Where and when do I pick up?
In-store pins: at VIRTU4L, Blvd. Belisario Domínguez 1134, inside Depredadores Gotcha, Tuxtla Gutiérrez, Chiapas (Wednesday to Sunday, 11:00 to 19:00). Made-to-order pins in San Cristóbal: at Diann Bazar, Calle Hermanos Domínguez 20A (just before the Cerrito steps), San Cristóbal de las Casas, Chiapas (Monday to Saturday, 10:00 to 19:00). Bring your order number.
How much is shipping?
You will see it in your cart once you enter your ZIP code, before you pay. For made-to-order pins, shipping is free from $629, and you also get bulk pricing. The cart shows how much more you need to add.
Do I have to pay customs duties?
No. Orders that could be subject to customs duties are not sold online. Write to us and we will set them up with you.
The date has passed and it still hasn't arrived
Write to us with your order number. If your package was lost, we will replace it without you having to prove anything. The replacement ships again and takes 9 to 25 days. We will email you the new date.
It arrived damaged or it is not what I ordered
Send us a photo and your order number on WhatsApp, and we will sort it out.
I changed my mind about my purchase
You have 5 business days from when you receive it to cancel your purchase (Federal Consumer Protection Law, Ley Federal de Protección al Consumidor). See how in Returns.
I want to change my address or cancel
Write to us with your order number as soon as possible. As long as we haven't ordered your pins (we do this within 24 hours), we can change it without any problem.
Do you issue invoices?
Yes. When you pay, open "Want an invoice?" and fill in your details exactly as they appear on your tax status certificate (constancia de situación fiscal): RFC, name, tax ZIP code, tax regime, and CFDI use. We will send it to you by email.
My coupon doesn't apply
MAGICOS10: 10% en pines bajo pedido a precio normal. Un uso por persona. No se suma al precio de mayoreo. If your cart has only one low-priced pin, shipping sometimes costs more than the discount, and the coupon saves you nothing. The cart will let you know.
Do you have a physical store?
Yes: at Diann Bazar, in San Cristóbal de las Casas, and inside VIRTU4L, in Tuxtla.
Do you make custom pins?
Yes, tell us your idea on WhatsApp.