When will I get my order?
Please note that until further notice shipping may be delayed as our partners comply with local Covid-19 regulations. All products are still being shipped as quickly as possible and will continue to ship as long as USPS and FedEx are operational. Orders placed after December 16 are not likely to arrive before Christmas.
On-demand and in-stock items items usually ship within a 3 to 5 business days of ordering, though it can sometimes take up to 1-2 weeks to ship. Pre-order items are estimated to ship within 2–4 weeks of the campaign ending. Shipping estimates are provided on a per-product and per-order bases. Please check the page for the product you are interested in purchasing or review your email to see when your estimated ship date was. If you ordered multiple items, we’ll ship them when all the items are ready. Our goal is to always get you what you ordered as quickly as possible, but sometimes things go wrong because, under most circumstances, what you’re buying from us…well, it doesn’t exist yet. Production can be delayed by missing inventory from our wholesale suppliers, other successful campaigns that may be in production around the same time, or simple human error and limitations. If your order is going to be late for any reason, we’ll do our best to let you know. If it’s going to be really late, we’ll make it up to you somehow, we promise.
I messed up my shipping address and/or size! Can I change it?
Maybe… it depends how quickly you notice. If this happens to you, just email us as soon as you can and we’ll try to take care of it. If your order has already been shipped, take heart. We’ll still try to make it right. We know how frustrating it can be to pay for something you never get.
When will I get the order I placed for the holidays?
All orders placed before December 16th are estimated to ship no later than December 22nd. Due to unprecedented shipping volume, USPS is advising that any orders sent after December 19th are not likely to arrive before Christmas. If your order is going to a destination outside the US, we cannot guarantee Christmas delivery. All international orders are shipped via FedEx. Standard international mail items are handed off to your local postal service for final delivery; international economy is delivered door-to-door by FedEx. If you need help tracking your order, please email us with your order number and we’ll do our best to track it down for you. Orders placed after Wednesday, December 16th may be held until early January.
What happens if my package gets lost in the mail?
Most packages shipped to U.S. addresses arrive safe and sound at their destination. If your order has shipped but you have not received it yet, please use the tracking information provided in your shipping confirmation email to reach out to your local post office. If you still can’t find it, email us and we’ll see what we can do.
For international shipments, you have two options: FedEx or Standard Mail. If you check out using the standard FedEx service, you will get door-to-door tracking. If you have any issues, please contact FedEx. This is the fastest and safest way to ship to international addresses. If your package is lost using the standard FedEx service we are happy to refund or attempt to send again if it is returned to us or we have additional inventory.
If you choose “Standard Mail” as your shipping option we will send it using FedEx International Mail Service. This is not the same as FedEx. It means your order is shipped from the U.S. to your country via FedEx and then handed off to your local postal service for delivery. Please note that shipping via international mail service is slow (weeks or even months!), expensive, and unreliable. Many packages are lost to theft or poor processing at the local level. Loteria del Chuco is not responsible for shipments that fail to be delivered. If your package is returned to us, we will notify you and refund your order or attempt to ship again at your expense.
Can I swing by to pick up my order?
Local pick up location:
Address: 3351 George Dieter Dr. Suite C1
El Paso, Texas 79936
Store Hours: Tuesday – Saturday. 1 – 9pm Closed Sunday & Monday