Frequently Asked Questions
Here you will find answers to the most common questions our customers often ask. If you do not find the information you need, do not hesitate to contact our support team.
In order to know where your package is, you must have your tracking number at hand and you can check it at the following link: https://www.hound-express.com/tracking-en.html
You can find it on the web page where you purchased your product, sometimes they send it to you by e-mail. It is usually composed of 16 digits (it starts with 21--) or 22 digits (it can be only numbers or with a letter in between).
It means that your package is being reviewed by customs, who determines which packages are subject to review. It is a necessary filter so that everything that enters the country complies with current legislation. Please check the update in the system from 48 to 72 hours, which is the approximate time it takes for the aforementioned review.
Prohibited importation refers to goods that are detained by the authorities and are not allowed to enter the country. It is important that you contact the company that purchased your product and review the status of your purchase.
If the tracking information indicates that your package was delivered, but you did not receive it, we recommend that you check with your surveillance area (if there is one at your address) or with a neighbor that you have authorized to receive it.
If you still can't find your package, please contact our Hound Express Customer Service Center at 55 4000 1920 option 2, Mon to Fri from 08:00 to 18:00 hours, and Saturdays from 09:00 to 13:00 hours, we will help you:
- Verify the shipping address.
- Check the tracking of your package.
- Follow up with the courier to confirm correct delivery.
If unfortunately your package presents this status, you must make your claim on the website where you purchased your product and they will respond according to their established policies.
In order to correct the delivery information, it is important that you have your tracking number at hand, and you must contact our Hound Express Customer Service at 55 4000 1920 Option 2, Mon to Fri from 08:00 to 18:00 hours, and Saturdays from 09:00 to 13:00 hours to assist you and provide the corresponding follow up:
- Correct address
- Receive the references of the address that we will transmit to the courier
- Correct incorrectly captured data
- Receive your location to facilitate delivery
In order for you to pick up your package it is necessary that the package is in one of our warehouses, for this we ask you to contact us at Hound Express Customer Service at 55 4000 1920 Option 2, Mon to Fri from 08:00 to 18:00 hours, and Saturdays from 09:00 to 13:00 hours, we will provide you with details of the address of the branch you can go to, as well as the opening hours. You must bring your official identification (Passport or INE) and your guide number.
Yes, you only need to issue a simple power of attorney (you can download an example by clicking here), attach a copy of your official identification (Passport or INE), and the person you authorize must bring his or her original official identification (Passport or INE).
A package is returned to our Hound Express storage center in the CDMX, when there were problems to achieve the delivery, for example: Incorrect or insufficient address, we could not contact you on the phone number registered in your purchase, you changed your address, there was no one at home to receive your package, among other reasons.
You can file your claim on the website where you purchased your product, and they will proceed according to their policies.
In some cases we can reship your package with an additional cost that must be covered before the reshipment; for this, please contact us at Hound Express Customer Service at 55 4000 1920 Option 2, Mon to Fri from 08:00 to 18:00 hours, and Saturdays from 09:00 to 13:00 hours, where we will gladly provide you with costs and delivery times, depending on each case and coverage.
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At Hound Express, we understand the importance of maintaining effective communication and being available for your questions and needs.
