Policies (Retail)

IX BALAM / Shipping, Exchange, and Return Policies

At IX BALAM, every pair represents design, character, and craftsmanship made in Mexico. Our commitment is to offer a clear, reliable shopping experience aligned with the quality of our product.

Shipping

• All orders are processed within 1 to 3 business days for products currently in stock.
• For made-to-order, custom, or special edition models, production and delivery times will be confirmed at the time of purchase.
• Estimated delivery time within Mexico: 2 to 7 business days, depending on the destination.
• Once your order is shipped, you will receive your tracking number via email.
• Note: During special launches or high-demand seasons, slight delays may occur.

Note: During special launches, promotions, or high-demand seasons, some orders may experience slight delays. If this occurs, we will keep you informed in a timely manner.

Size Exchanges

We want your boots to fit you perfectly.

• We offer one free size exchange per purchase within Mexico.
• The request must be made within 15 calendar days following delivery.
• The product must be unused, in perfect condition, and with its complete original packaging.
• Additional exchanges may incur shipping costs.

Returns

We accept returns within 15 calendar days following delivery, provided that:

• The product is unused.
• It is in perfect condition.
• It includes the original box, bags, and inserts.
• Proof of purchase is presented.

Important: IX BALAM reserves the right to reject returns that do not meet these conditions.

Defective Products or Incorrect Shipments

• Contact us within 7 calendar days following delivery.
• IX BALAM will cover the corresponding logistics costs.
• We will process a replacement, exchange, or refund.

Refunds

Once the product is received and inspected:

• The refund will be issued to the original payment method.
• Estimated processing time: 7 to 14 business days.
• You will receive an email confirmation once the process is complete.

Final Sale

The following products are considered final sale and are not eligible for return or exchange:

• Limited editions.
• Customized products.
• Special order products.
• Products purchased on promotion or with a special discount.

These items will be clearly identified at the time of purchase.

Customer Service

For any questions regarding your order, please contact us:

Email: sales@ixbalamwild.com

Thank you for trusting IX BALAM. Made in Mexico. Designed with purpose.

Policies (Wholesale)

1) Order Confirmation

All orders are reviewed and approved by the client before production and shipping. For this reason, wholesale orders are considered final sale, except in cases of manufacturing defects, damage during transit, or errors attributable to IX BALAM.

2) Manufacturing Defects

Any claims related to materials, craftsmanship, or manufacturing defects must be reported within 7 business days following the receipt of the order.

• Order number, SKU, quantity, and photos.

IX BALAM will offer a replacement, repair, credit note, or an agreed-upon solution.

3) Damage During Transit

Must be reported within the first 48 hours after delivery, including photos of the packaging and damaged product. Reports made outside this timeframe may not be covered.

4) Fulfillment Error

If IX BALAM ships an incorrect product (different model, size, color, or quantity than the confirmed order), the client must notify us within 5 business days following delivery.

IX BALAM will manage the resolution through:

• Correct replacement.
• Credit note.
• Agreed commercial adjustment.

When the error is attributable to IX BALAM, the brand will cover the corresponding logistics costs.

5) Size Exchanges

Since these are wholesale operations, the selection of styles and sizes is the responsibility of the buyer. Therefore, size exchanges are generally not accepted.

As an exception, IX BALAM may evaluate product exchanges if:

• Unused.
• In perfect condition.
• With prior written authorization.

The logistics costs derived from this exchange will be borne by the client, unless agreed otherwise.

6) Non-Returnable Products

Returns do not apply to:

• Special orders, limited editions, or custom products.
• Clearance or altered products.

7) Prior Authorization

All returns must have prior written authorization from IX BALAM. Merchandise sent without authorization may be rejected.

8) Credit Notes and Refunds

Any authorized credit may be applied to future purchases or handled under a specific commercial agreement between both parties.

9) Commercial Goodwill Policy

IX BALAM values long-term business relationships. In strategic cases, the brand may offer exceptional commercial solutions subject to individual evaluation.