Support
We answer your questions about purchases, payments, and warranties. For questions about deliveries or refunds, please visit our Shipping and Returns page.
Karma Shipping
When will I receive my package?
Orders are processed in 1-2 business days. Delivery time is 3 to 7 business days depending on your location within Mexico.
How much is shipping?
Local shipping costs $129 MXN and national shipping costs $199 MXN. You will always know the exact price before finalizing your purchase.
How do I track my order?
Once your order has shipped, you will receive an email or WhatsApp message with your tracking number to track it in real time.
Do you ship internationally?
At the moment, we only ship within the Mexican Republic.
Exchanges and Returns
Can I return the product or get a refund?
We accept returns within the first 7 calendar days after receiving your order, provided the product is unused and in its original packaging.
Can I make changes to my order after purchasing?
Changes cannot be requested after payment has been processed. Orders placed through TikTok Shop can only be canceled before being processed or shipped by requesting it directly on the platform.
My order arrived damaged or different from what was shown.
We're so sorry about that. Please contact us within 48 hours of delivery with photos of the product and we will help you resolve this immediately.
Which products are non-returnable?
Returns do not apply to: Cases, screen/camera protectors, imitation products, or clearance items, except in the case of manufacturing defects.
Payments and Security
What payment methods do you accept?
We accept credit and debit cards (Visa, Mastercard, AMEX), bank transfers, 7-ELEVEN payments, and PayPal.
Do you offer interest-free monthly payments?
Yes, we offer interest-free months with participating credit cards. Options are displayed at checkout.
Do you accept cash payments (7-ELEVEN)?
Yes. By choosing this option, you will receive a payment code by mail.
Is Karma Store safe to buy from?
Yes, your information is protected with SSL encryption. We never store your card data.
Karma Guarantee
What exactly does the warranty cover?
Covers manufacturing defects. Does not apply to damage caused by misuse, impacts, liquids, or natural wear and tear.
Are your G-TiDE products 100% original?
Yes, all our products are original and come with a one-year warranty against manufacturing defects.
How do I claim a warranty?
Contact us by email or social media with your order number and photos of the defect. Our team will guide you.
Do cases and headphones have a warranty?
Our cases and headphones do not have a warranty as they are products that come into direct contact with the skin.
Availability and Catalog
Do you sell gift cards?
Yes, we have digital Gift Cards, the perfect gift for the person who has everything.
What do I do if a product is out of stock?
You can enable restock notifications on the product page or contact us.
Do you do presales?
Yes, we occasionally launch presales. Follow us on social media so you don't miss any.
Do you handle wholesale prices?
Not at the moment, but you can contact us to inquire about special options.
Karma Support
Write to us whenever you want. We are here to help you with your orders, product inquiries, and any feedback.
Our team responds Monday to Friday, from 9:00 AM to 5:00 PM (CDMX).