Frequently Asked Questions (FAQ) – USA & Global

About Mall Gran México Export

What is Mall Gran México Export?

Mall Gran México Export is an online marketplace showcasing 100% Mexican-made products directly from certified brands and manufacturers. We serve international customers who value authentic craftsmanship and cultural identity, offering global shipping from Mexico.

Who operates the site?

The platform is operated by Comercializadora y Promotora Gercaro, a registered company in León, Guanajuato, Mexico.

Orders and Payments

Which payment methods do you accept?

We accept:

• Credit and debit cards (Visa, Mastercard, Amex)
• PayPal (international)
• Wire transfers (for bulk or B2B orders)
• Secure checkout via certified processors (PCI-DSS compliant)

Can I request an invoice?

Yes. You may request an invoice by emailing us at info@granmexico.com.mx after placing your order.

Can I cancel an order?

Yes, orders can be canceled within 24 hours as long as they have not been shipped. After that, our return policy applies.

Shipping and Delivery

Do you ship internationally?

Yes. We ship to the United States and most countries worldwide using DHL, UPS, FedEx, and Estafeta. Some product restrictions may apply due to local regulations.

How long will my order take?

Estimated delivery is 5–15 business days depending on your country, customs, and the product’s origin within Mexico.

How do I track my shipment?

Once your package ships, you will receive an email with a tracking number and instructions.

Do I have to pay customs duties or import taxes?

Yes. Duties, VAT, or brokerage fees may be charged by your country’s customs authority. These are not included in our prices unless specified and are payable upon delivery.

Returns and Refunds

What if I receive the wrong item or a damaged product?

Contact us within 7 days of receiving your order at info@granmexico.com.mx, with your order number and photos. We’ll evaluate the case and arrange a return or replacement when applicable.

Can I return a product if I change my mind?

We only accept returns for defective, incorrect, or damaged items. We do not accept returns due to a change of mind or buyer’s remorse.

What products cannot be returned?

• Personalized or custom-made items
• Cosmetics, supplements, or intimate goods
• Clearance or final sale products

When will I get my refund?

Approved refunds will be issued within 5–10 business days to the original payment method. Return shipping costs are not refundable unless the issue was our fault.

Product Availability and Restrictions

Are all products available for shipping to my country?

Some items (e.g., restricted supplements, hazardous goods) may not be eligible for air courier delivery. If a product has restrictions, it will be labeled, and customers can contact us to explore ground or freight shipping options.

Contact and Support

How can I get in touch with you?

Comercializadora y Promotora GercaroBlvd. Adolfo López Mateos 3111 Bodega B-19Col. El Rosario, León, Guanajuato, C.P. 37125

Correo: info@granmexico.com.mx

Teléfono: +52 (477) 102 5008

WhatsApp: https://walink.co/fa7c59 Instagram: https://www.instagram.com/mallgranmexico_export/

Facebook: https://www.facebook.com/granmexicosisepuede

What are your support hours?

Our international support team is available Monday to Saturday, from 9:00 AM to 6:00 PM (Mexico Central Time). We respond to messages within 24 business hours.

Still have questions? Reach out to us. We’re here to help you enjoy a seamless experience while exploring the best of Mexican craftsmanship.