Frequently Asked Questions
WHAT PAYMENT METHODS DO YOU ACCEPT?
We have several payment options; you can pay with credit card, debit card, MercadoPago, or via PayPal. If you have any questions when confirming your purchase, you can contact our support area via private message on our Instagram account @rucuastore, by email at serviciocliente@rucua.com, or via WhatsApp (+52 999 502 2468).
If you live in Mérida, Yucatán, and prefer to pay in cash or by bank transfer, our customer service area can help you via private message on our Instagram account @rucuastore or via WhatsApp (+52 999 502 2468).
HOW CAN I REQUEST AN INVOICE FOR MY PURCHASE?
Write to us via WhatsApp (+52 999 502 2468) or at serviciocliente@rucua.com, including your billing information and order number. Remember to request your invoice in the month you made your purchase; otherwise, we will not be able to issue it. Your invoice will be sent by email at the end of the month of your purchase.
HOW MUCH DOES SHIPPING COST?
MEXICO
The shipping cost in Mexico depends on your postal code. It is free for purchases over $1,700 MXN.
INTERNATIONAL
For the rest of the world, shipping costs vary depending on the destination country and your postal code.
If there was a problem with your order, you can contact our support area via private message on our Instagram account @rucuastore, by email at serviciocliente@rucua.com, or via WhatsApp (+52 999 502 2468).
HOW LONG WILL IT TAKE FOR MY ORDER TO ARRIVE?
Once your order is confirmed, the order is processed in our warehouse in Mérida, Yucatán. Products with immediate delivery are packaged within 4 business days after receiving your order. From the moment your order is packaged, the estimated delivery time indicated by the courier service begins.
IMPORTANT: Delays by courier services are not grounds for cancellation or refund.
PRE-ORDER Products: At Rucua, we implement this system so you can acquire the piece you desire most, even if we don't have it in stock for immediate delivery.
As soon as you place your order, our team in Japan takes care of acquiring your product directly from official stores. This way, we ensure the authenticity of your item and bring exactly what you request, especially for you.
Your products will be ready within 4 to 6 weeks, and we will contact you as soon as we are about to ship them, along with tracking information.
Orders including PRE-ORDER Products: If you placed an order with PRE-ORDER product(s) and product(s) with immediate delivery, your order will begin to be prepared when your PRE-ORDER products are ready for shipment. RUCUA is not committed to making partial shipments for this type of order, except in exceptional cases.
CAN I CHANGE THE SHIPPING ADDRESS OF MY ORDER BEFORE RECEIVING THE PRODUCTS?
If you wish to change the delivery address of your order, you have until BEFORE the package leaves our warehouse to request the change, by sending a message via WhatsApp (+52 55 1954 7146).
HOW CAN I TRACK MY PACKAGE?
You can track your package with the tracking number or tracking link we provide when your order is ready for shipment.
DO YOU SHIP INTERNATIONALLY?
Yes, we ship worldwide. Shipping costs vary depending on the destination country and postal code.
DO I HAVE TO PAY DUTIES OR TAXES?
Each country has its own rules regarding duties and taxes, so it depends on the country and the value of the merchandise. Although Mexico has trade agreements with many countries, in some cases, the courier service may require payment of value-added tax upon delivery of your order if additional taxes apply. Please note that RUCUA is not responsible for the payment of this tax.
CAN I CANCEL MY ORDER BEFORE RECEIVING THE PRODUCTS?
If you change your mind, you have until BEFORE the package leaves our warehouse to request your cancellation and refund, by sending an email to serviciocliente@rucua.com or via WhatsApp (+52 999 502 2468).
If you placed an order with PRE-ORDER product(s), it cannot be canceled or refunded.
IMPORTANT: Delays by courier services are not grounds for cancellation or refund.
I RECEIVED MY ORDER, BUT IT WAS INCOMPLETE/DAMAGED, WHAT CAN I DO?
First of all, we apologize and thank you in advance for giving us the opportunity to find a solution!
Please write to us at serviciocliente@rucua.com or via WhatsApp (+52 999 502 2468), including your order number and preferably a photo showing how you received the package or the damage, so we can follow up on your case. Remember to contact us within 2 (two) calendar days from the date you received your product; otherwise, we will not be able to follow up.