Shipping policy

Shipping Policy — United States Market

Version June 2026 · joyascitlali.com

Where we ship from

All orders are processed and dispatched from our distribution center in Guadalajara, Mexico. Shipping is handled through a logistics operator in Tijuana, who transfers the package to the United States Postal Service (USPS) or another courier service, which completes delivery to your address.

Delivery times

Processing time — verification, packing, and dispatch — is 2 to 3 business days from payment confirmation. Transit time is an additional 5 to 15 business days, depending on your location.

During high-demand seasons (Valentine's Day, Mother's Day, Hot Sale, Black Friday, Christmas, etc.), delivery times may be extended. We will let you know if there are significant delays with your order.

Tracking number

Once your order is dispatched, you will receive by email a first tracking number for the leg to Tijuana, and a second number once the package is in transit within the US. From that point on, delivery tracking is handled by the selected logistics operator.

Shipping responsibility

Citlali is responsible for your order until the moment it is handed over to the carrier in the US. From that point on, delivery times and service performance depend on the carrier.

Citlali is not responsible for delays caused by weather conditions, postal service disruptions, border inspections, or incorrect or incomplete addresses provided by the customer.

We do not deliver to P.O. Boxes. Please verify your shipping information before completing your order.

Damaged items

If your order arrives with visible damage caused by handling during shipping, contact us within 5 business days of the delivery date recorded by the carrier.

  • Send photographic evidence of the packaging and the piece at the moment you received it.
  • We will evaluate the case and verify damage insurance with the carrier.
  • If the damage is confirmed, we will send a replacement piece at no additional cost within 15 business days of the carrier's confirmation.
  • All evaluations are at Citlali's discretion.

Lost packages

If the carrier confirms that a package was lost in transit, we will begin the verification process and, once confirmed, send a replacement piece or issue a full refund — whichever applies to each case — within 15 business days of confirmation.

If your order has shown no movement for 10 or more business days since dispatch, we recommend filing a report directly with the carrier. Keep in mind that USPS investigations can take up to 15 additional business days.

If you entered an incorrect address and that resulted in a wrong delivery, Citlali cannot be held responsible, and the case will not be considered lost or stolen. Please verify that your information is correct before confirming your order.

If tracking shows "Delivered" and you have not received your package, we recommend:

  • Checking with family members, neighbors, or front-desk staff.
  • Checking entrances, mailboxes, garages, or common areas of your building.
  • Contacting the carrier directly.
  • If the package still does not appear after these checks, write to us at contacto@joyascitlali.com.mx and we will help you follow up on the case.