FREQUENTLY ASKED QUESTIONS

Featured Questions

What delivery options do I have for my order?

Orders from our online store are made in collaboration with the FedEx parcel service. You have the options of economic shipping (which takes 2 to 5 business days) or next day shipping (1 to 2 business days).

If you live in the city of Xalapa, Veracruz, you can pick up your order at our Pradera or Clavijero # 40 branches the next day.


Where can I find the electronic invoicing section?

If you want to request an electronic invoice, you need to send an email to [email protected] with your purchase receipt and your billing information.


  What are the shipping costs?

Shipping costs may vary according to distances and depend on FedEx parcel service. In the case of delivery in store, the cost is free.


What information do I need about invoice?

If you have questions enter the sat portal


How do I register?

You can register at tiendaenlinea.casaahued.com with two options:

a) From the headband at the top of the page

1. Click on the "My account" button located at the top right and select "Register".

2. Log in from your preferred social account (Facebook, Google or Amazon) or fill in the form data.

3. Receive special offers and our newsletter by clicking on the corresponding boxes.

4. Read and accept our privacy policy and our terms and conditions located at the bottom of the page. Click on the box inside the form.

5. Click the "Save" button.

6. Receive a welcome email and start enjoying the best prices.

b) From the pop-up icon of the online store

1. Place your cursor over the "Register" button located on the right side of the page

2. Log in from your preferred social account (Facebook, Google or Amazon) or click on the legend “No account? Create one here. ”

3. Fill in the form data.

4. Receive special offers and our newsletter by clicking on the corresponding boxes.

5. Read and accept our privacy policy and our terms and conditions located at the bottom of the page. Click on the box inside the form.

6. Click on the “Save” button.

7. Receive a welcome email and start enjoying the best prices.


How can I know the status of my order?

Once your order is delivered to FedEx, you will receive a link in your email with the tracking of the parcel service.


How to invoice my purchase made in the online store?

1. Log into your account at tiendaenlinea.casaahued.com


How do I make my purchase?
1. Browse through our online store within the menu departments or directly through our search bar in the catalog.
2. Select the products that most attract your attention and know their characteristics. Add the products you want to buy to your cart.
3. Continue shopping by clicking "Continue shopping" or choose "Proceed to checkout" if you have finished choosing items.
4. Verify that your cart contains the correct items and the desired quantities. Proceed to payment by clicking on "Proceed to payment".
5. Fill out the forms in the "personal information" and "addresses" section according to your information. The address you provide us will correspond to where your order will be delivered. Remember that you can edit your information by clicking on the "edit" icon.
6. Choose a shipping method to send you all the items you selected and click continue.
7. Pay from the market, pay, paypal or with a credit or debit card (visa or mastercard). Click on the desired option and on the box "I agree to the terms of service and accept them without reservation." Confirm your order by clicking on “order with payment obligation”.
8. Complete the pop-up form according to the payment method you have selected and confirm your purchase. Your purchase has been confirmed and will soon arrive at your home.

How can I cancel my order?

To cancel your order, please send us an e mail at next direction [email protected]


Can I request return?

The exceptions for which Casa Ahued S.A. de C.V. accepts returns are as follows:

When the product has factory defects or if it is an appliance, it is damaged. The claim must be made within 5 business days of receipt of the merchandise.

When the product is damaged or incomplete upon receipt, due to mishandling of the parcel, with evidence of the same day of receipt or up to 3 business days after receipt. When the merchandise received by the client is different in product, code, model, and characteristics totally from those described in the order paid by the client.

In the mentioned cases, Casa Ahued S.A. de C.V. will bear the cost of the return. In case the client requests a second return of the same product, the cost must be absorbed by the client.

 The exceptions for which Casa Ahued S.A. de C.V accepts product changes are:

When the client wishes to exchange the product, for another from the same catalog in force online at the time of purchase, and the request is made 3 business days after receiving the product.

In the cases mentioned in the previous points, the cost of the return will be borne by the customer.

In all cases, the customer must initially cover the cost of the return. After receiving the merchandise, Casa Ahued S.A. de C.V will determine what percentage of refund corresponds, according to the type of claim and conditions of the merchandise received.


How to invoice my purchase made in store?

1. Enter our page facturacion.casaahued.com


How Can I check my shopping cart?
To review the items in your cart, click on "My cart" located at the top right of the page, next to the search engine. If you want to see the products in more detail you can click on their photographs. If you want to see the details of your cart, click on the "Place order" button.


How can I search articles on the page?
If you want to find a specific item in our store, you can search for it through the top bar of the page using keywords that describe it. We suggest avoiding the use of prepositions and articles to make your search for better results.

¿Cómo puedo ser cliente mayorista?

Para ser cliente mayorista, es necesario que te pongas en contacto directamente con nuestro personal especializado para atenderte. Da clic aquí para conocer los números telefónicos. 


Why can't I find the article I'm looking for on the page?

Item availability is likely to vary based on demand. However, we suggest you contact us through the online store pop-up chat (located at the bottom right) to follow up on your order.


Faq Sections

My account
How do I register?

You can register at tiendaenlinea.casaahued.com with two options:

a) From the headband at the top of the page

1. Click on the "My account" button located at the top right and select "Register".

2. Log in from your preferred social account (Facebook, Google or Amazon) or fill in the form data.

3. Receive special offers and our newsletter by clicking on the corresponding boxes.

4. Read and accept our privacy policy and our terms and conditions located at the bottom of the page. Click on the box inside the form.

5. Click the "Save" button.

6. Receive a welcome email and start enjoying the best prices.

b) From the pop-up icon of the online store

1. Place your cursor over the "Register" button located on the right side of the page

2. Log in from your preferred social account (Facebook, Google or Amazon) or click on the legend “No account? Create one here. ”

3. Fill in the form data.

4. Receive special offers and our newsletter by clicking on the corresponding boxes.

5. Read and accept our privacy policy and our terms and conditions located at the bottom of the page. Click on the box inside the form.

6. Click on the “Save” button.

7. Receive a welcome email and start enjoying the best prices.


How to recover password?
You can recover your password with two options:
a) From the headband at the top of the page
1. Click on the "My account" button located at the top right and select "Login".
2. Click on “Forgot your password?”.
3. Write the email you registered with in the text bar.
4. Click on the “Send password reset link” button.
5. You will receive an email with a link to reset your password.
6. Write the new password in the displayed form and click on the "Change password" button.
b) From the pop-up icon of the online store
1. Place your cursor over the "Register" button located on the right side of the page.
2. Click on “Forgot your password?”.
3. Write the email you registered with in the text bar.
4. Click on the “Send password reset link” button.
5. You will receive an email with a link to reset your password.
6. Write the new password in the displayed form and click on the "Change password" button.

How Can I check my shopping cart?
To review the items in your cart, click on "My cart" located at the top right of the page, next to the search engine. If you want to see the products in more detail you can click on their photographs. If you want to see the details of your cart, click on the "Place order" button.


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How to buy
How do I make my purchase?
1. Browse through our online store within the menu departments or directly through our search bar in the catalog.
2. Select the products that most attract your attention and know their characteristics. Add the products you want to buy to your cart.
3. Continue shopping by clicking "Continue shopping" or choose "Proceed to checkout" if you have finished choosing items.
4. Verify that your cart contains the correct items and the desired quantities. Proceed to payment by clicking on "Proceed to payment".
5. Fill out the forms in the "personal information" and "addresses" section according to your information. The address you provide us will correspond to where your order will be delivered. Remember that you can edit your information by clicking on the "edit" icon.
6. Choose a shipping method to send you all the items you selected and click continue.
7. Pay from the market, pay, paypal or with a credit or debit card (visa or mastercard). Click on the desired option and on the box "I agree to the terms of service and accept them without reservation." Confirm your order by clicking on “order with payment obligation”.
8. Complete the pop-up form according to the payment method you have selected and confirm your purchase. Your purchase has been confirmed and will soon arrive at your home.

What are the payment methods?

You can pay for your orders through Mercado Pago, PayPal or with a credit or debit card (Visa or MasterCard).


How can I search articles on the page?
If you want to find a specific item in our store, you can search for it through the top bar of the page using keywords that describe it. We suggest avoiding the use of prepositions and articles to make your search for better results.

Show More >>
Shipping
What delivery options do I have for my order?

Orders from our online store are made in collaboration with the FedEx parcel service. You have the options of economic shipping (which takes 2 to 5 business days) or next day shipping (1 to 2 business days).

If you live in the city of Xalapa, Veracruz, you can pick up your order at our Pradera or Clavijero # 40 branches the next day.


  What are the shipping costs?

Shipping costs may vary according to distances and depend on FedEx parcel service. In the case of delivery in store, the cost is free.


How can I know the status of my order?

Once your order is delivered to FedEx, you will receive a link in your email with the tracking of the parcel service.


Show More >>
Changes and guarantees
What conditions do I validate my product warranty?

The new product that the User buys has a 30-DAY WARRANTY AGAINST MANUFACTURING DEFECTS with Casa Ahued. The 30 days will be counted from the day the merchandise is delivered to the customer.


How do I request the guarantee of my product?

To make the guarantee valid, you can contact the number in the city of Xalapa: 800 2424833, or through the mail [email protected] from Monday to Saturday from 9:00 am to 7:00 pm


Can I request refund?

Refunds will be carried out as follows:

The refund paid by credit card, must be deposited to the same credit card number with which the customer paid. The term to make the deposit is 1 to 3 business days.

The refund that has been paid by debit card will be deposited to the same card number with which the customer paid. The term to make the deposit is 1 to 3 business days.

The refund that has been paid in cash at a convenience store will be deposited into an account and the person's name must be included in the claim once authorized to proceed.

The reimbursement will be made once the product is in the Casa Ahued facilities and the corresponding verification of the product has been carried out, then there will be 3 business days to refund the purchase.


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Billing
Where can I find the electronic invoicing section?

If you want to request an electronic invoice, you need to send an email to [email protected] with your purchase receipt and your billing information.


What information do I need about invoice?

If you have questions enter the sat portal


How to invoice my purchase made in the online store?

1. Log into your account at tiendaenlinea.casaahued.com


Show More >>
Security
Is Tiendaenlinea.casaahued.com a safe site?

Tiendaenlinea.casaahued.com is a site affiliated to the Mexican Association of Online Sales (AMVO) that has the TrustedSite certificate.l


What are the means contact of Casa Ahued company?

The official means of contact are the phone 800 2424833 and our email [email protected]

You can contact us from Monday to Saturday from 9:00 am to 7:00 pm.