Shipping, Refund & Replacement Policy

This Shipping, Refund & Replacement Policy applies to MAIXANI products sold through maixani.com.

MAIXANI products are made with practical shelf life and everyday handling in mind. However, they are still food products, and shipping conditions such as heat, transit delays, carrier handling, incorrect addresses, or delivery interruptions may affect the final condition of an order.

By placing an order through our website, the customer agrees to the terms below.

 

1. Order Processing

Orders are typically processed within 1 business day.

Orders placed after 11:00 AM CST may be processed the next business day.

Orders are processed Monday through Friday. We do not process or ship orders on weekends or holidays.

Processing time and carrier transit time are separate. For example, if a customer selects a 2-business-day shipping method, the order may still require processing time before the carrier transit time begins.

 

2. Shipping Methods

Available shipping options may vary depending on destination, order size, product type, and carrier availability.

MAIXANI may offer shipping through carriers such as UPS, USPS, or other available shipping providers.

Shipping fees are calculated at checkout based on the customer’s delivery address and selected shipping method.

For long-distance orders, hot-weather destinations, or time-sensitive deliveries, we recommend selecting a faster shipping option.

 

3. Product Handling After Delivery

MAIXANI products should be handled properly once delivered.

Customers are responsible for receiving, storing, and handling the product after delivery.

Please follow the storage instructions on each product package. Once opened, products should be resealed properly or stored as recommended on the package.

MAIXANI is not responsible for product quality issues caused by improper storage, delayed pickup after delivery, exposure to heat after delivery, or failure to follow product handling instructions.

 

4. Carrier Responsibility

Once an order is handed to the shipping carrier and tracking has been issued, the carrier is responsible for transit, delivery handling, delivery timing, delays, misplaced packages, damaged packages, lost packages, and packages marked as delivered.

MAIXANI is not responsible for delays, mishandling, weather-related interruptions, service disruptions, or delivery issues caused by the carrier.

If a package is delayed, lost, damaged in transit, or marked as delivered but not received, the customer may need to contact the carrier directly to file a claim.

Our team can provide available tracking information and general guidance, but carrier investigations and claim decisions are handled by the carrier.

 

5. Incorrect or Incomplete Addresses

Customers are responsible for entering a complete and accurate shipping address at checkout.

MAIXANI is not responsible for orders delayed, returned, lost, or misdelivered due to:

• Incorrect shipping address

• Missing apartment, suite, unit, or building number

• Incomplete recipient information

• Addresses marked as vacant or undeliverable

• Customer entry errors at checkout

If an order is returned due to an incorrect or incomplete address, refunds or replacements may not be issued.

Additional shipping charges may apply if the customer requests a reshipment.

 

6. Lost, Stolen, Misplaced, or Delivered Packages

MAIXANI is not responsible for packages that are lost, stolen, misplaced, misdelivered, or marked as delivered by the carrier.

If tracking shows that a package was delivered, MAIXANI cannot issue a refund or replacement unless the carrier confirms an error and approves compensation.

Customers are encouraged to monitor tracking updates and make arrangements to receive their package promptly.

 

7. Shipping Delays

Shipping delays may happen due to carrier volume, weather, holidays, incorrect routing, service interruptions, or other issues outside of MAIXANI’s control.

Carrier delays do not automatically qualify for a refund or replacement.

If an order is delayed before it leaves our facility due to a MAIXANI processing issue, we may review the order and determine whether cancellation, refund, or rescheduling is appropriate.

If the delay occurs after the order has been handed to the carrier, the carrier is responsible for the delay.

 

8. Returns

Due to the nature of food products, MAIXANI does not accept returns on tortillas, chips, salsa, chicharrón crackers, seasonings, or any other food item.

Food items cannot be returned, exchanged, or restocked once they have left our facility.

All food product sales are final, except in cases where a refund or replacement is approved under the conditions listed below.

 

9. Refunds or Replacements

Refunds or replacements may be considered only in the following cases:

• The wrong item was sent by MAIXANI

• The wrong quantity was sent by MAIXANI

• A product arrived contaminated or unsafe to consume

• A product issue occurred before carrier handling and is verified by our team

To request a review, customers must contact us within 24 hours of delivery and provide:

• Order number

• Customer name

• Product name

• Clear photos of the product and packaging

• A description of the issue

MAIXANI reserves the right to review each case before approving or denying a refund or replacement.

Replacements are not guaranteed and are generally reserved for verified errors made by MAIXANI, such as sending the wrong item, incorrect quantity, or a verified product issue that occurred before carrier handling.

MAIXANI does not provide replacements for carrier delays, lost packages, packages marked as delivered, incorrect addresses, customer-selected shipping methods, weather delays, heat exposure after delivery, or issues outside our control.

Refunds are issued to the original payment method when approved. Processing times may vary depending on the payment provider.

Payment processing fees may not be refundable depending on the payment processor.

 

10. What Does Not Qualify for Refund or Replacement

Refunds or replacements will not be issued for:

• Carrier delays

• Lost packages

• Stolen packages

• Misplaced packages

• Packages marked as delivered

• Incorrect or incomplete shipping addresses

• Customer-selected shipping methods that do not meet delivery needs

• Product left outside after delivery

• Product exposed to heat after delivery

• Customer change of mind

• Product not to personal preference

• Opened, used, or tampered products

• Failure to follow storage or handling instructions

• Weather, holidays, or carrier service interruptions

 

11. Cancellations

Because order processing may begin shortly after an order is placed, cancellations are not guaranteed.

If you need to request a cancellation, please contact us as soon as possible.

Once an order has been processed, packed, or handed to the carrier, it cannot be cancelled.

 

12. Local Pickup

If local pickup is available, customers are responsible for picking up their order during the selected or confirmed pickup window.

Orders not picked up on time may not qualify for a refund or replacement.

Food products should be picked up promptly and stored properly after pickup.

 

13. Wholesale, Retail & Distribution Orders

Wholesale, retail, foodservice, and distribution orders may follow separate terms depending on the order size, delivery method, route, agreement, or account relationship.

For wholesale or distribution questions, please contact our team directly before placing an order.

 

14. Customer Agreement

By placing an order through maixani.com, the customer confirms that they have read, understood, and accepted this Shipping, Refund & Replacement Policy.

 

15. Contact

For questions about your order, shipping, refunds, replacements, wholesale, or product support, please contact us through our Customer Support page.