Frequently Asked Questions

Por el momento no.

Operamos exclusivamente en línea para ofrecerte envíos a todo México. Esperamos en un futuro muy cercano estar más cerca de ti en un local o plaza comercial.

Click on the chat icon (bottom right corner) to chat with us live; we will try to answer you as soon as possible. Or if you prefer, you can send us a message on any of our social media here.

You may request to cancel your order as long as it has not yet been processed or delivered to the courier. If this is the case, please contact us immediately through any channel if you need to cancel.
Once the package is in the hands of the carrier, we will not be able to cancel it, but you can consult our return policy once you receive your order.

To ensure your package ships to your home as quickly as possible, it is not possible to make changes or add items once the order has been confirmed. We recommend carefully reviewing your cart before completing your purchase.

If you provided an incorrect address or details that prevent us from shipping your order, please contact us immediately. If your order has not yet been packed, we will do our best to assist you.

At Pitimina, we maintain a dynamic inventory with a high product turnover. Most of our items are seasonal or Limited Edition, meaning we cannot always guarantee restocks of specific models once they sell out.

You can use any credit or debit card (Visa, Mastercard, or American Express), or pay with PayPal, Mercado Pago, Apple Pay, and Google Pay.

If you prefer to pay in cash, choose the Mercado Pago option when you finalize your order!

You have up to 48 hours (2 days) to make a cash payment at any OXXO or 7 Eleven store once you generate your barcode.

If you do not make the deposit within that period, your code will expire, the order will be automatically canceled, and the items will be available on the platform again.

You can track your package using the tracking number we provided. You can check it in:

• By email: Look for the shipping confirmation email; there you will find a direct link with your tracking number.
  
• Status page: From your Pitimina Account go to Orders and select your most recent order to track it.
  
• Shop App: Using Shop, your order will automatically sync so you can track it from your phone. Remember to log in with the same email or phone number linked to your Pitimina Account.

Our products reach all of Mexico. If you are not from Mexico, don't worry, we are preparing to reach the whole world very soon!

You can request a return in the following scenarios:

1. Product with a manufacturing defect: If an item arrives with an original defect that prevents its use (for example, a pen that doesn't write or a broken mechanism).
2. Order error: If you received a different model, color, or character than the one you selected in your purchase.
3. Change of mind: If you simply changed your mind upon receipt, provided the product is completely new, unused, and with its original packaging intact.

Please refer to the refund and return policy for more details.

If you need to make a return, you have 5 business days from delivery to request it, provided the product is new, unused, and in its original packaging.
To start the process, please contact us through any official channel.

Please consider the following points:

• Shipping cost: For returns due to a change of mind or customer selection error, the cost of return shipping is borne by the buyer.
• Courier service: For security and to ensure your refund proceeds smoothly, the shipment must be made via express courier with a tracking number. The integrity of the product until its arrival at our offices is the responsibility of the sender.
• Refund processing: Once we receive the item and verify that it is in perfect condition, we will issue your refund via the original payment method.