Frequently asked questions
Here you will find answers to the most common questions our customers often ask. If you cannot find the information you need, please do not hesitate to contact our support team.
To find out where your package is, you must have your tracking number handy and you can check it at the following link:http://www.hound-express.com/rastreo
You can find it on the website where you purchased your product, or sometimes it is sent to you by email. It usually consists of 16 digits (starting with 21—-) or 22 digits (these can be just numbers or with a letter in between).
This means that your package is being inspected by customs, which determines which packages are subject to inspection. This is a necessary filter to ensure that everything entering the country complies with current legislation. Please check the system update in 48 to 72 hours, which is the approximate time required for the aforementioned inspection.
Prohibited imports refer to goods that are retained by the authorities and cannot enter the country.It is important that you contact the company from which you purchased your product and check the status of your purchase.
If the tracking information indicates that your package was delivered but you did not receive it, we recommend checking with your security area (if there is one at your address) or with a neighbor whom you have authorized to receive packages.
If you still cannot locate your package, please contact our Hound Express Customer Service Center at 55 4000 1920, option 2, Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 9:00 a.m. to 1:00 p.m. We will help you:
• Verify the shipping address.
• Check the tracking of your package.
• Follow up with the courier to confirm correct delivery.
If your package unfortunately has this status, you must file your claim on the website where you purchased your product, and they will respond in accordance with their established policies.
In order to correct your delivery information, it is important that you have your tracking number handy, and contact Hound Express Customer Service at 55 4000 1920, Option 2, Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 9:00 a.m. to 1:00 p.m. for assistance and follow-up.
• Correct the address
• Receive the address details that we will pass on to the courier
• Correct incorrectly entered data
• Receive your location to facilitate delivery
In order to pick up your package, it must be in one of our warehouses. To do so, please contact Hound Express Customer Service at 55 4000 1920, Option 2, Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 9:00 a.m. to 1:00 p.m. We will provide you with the address of the branch you can go to, as well as the opening hours. You must bring your official ID (passport or INE) and your tracking number.
Yes, you just need to issue a simple power of attorney (you can download an example by clicking here), attach a copy of your official ID (passport or INE), and the person you authorize must bring their original official ID (passport or INE).
A package is returned to our Hound Express storage center in Mexico City when there were issues with delivery, such as: incorrect or insufficient address, we were unable to contact you at the phone number registered with your purchase, you changed your address, no one was at the address to receive your package, among other reasons.
You can submit 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 at an additional cost, which must be paid before reshipment. To do so, please contact Hound Express Customer Service at 55 4000 1920, Option 2, Monday through Friday from 8:00 a.m. to 6:00 p.m. and Saturdays from 9:00 a.m. to 1:00 p.m., where we will be happy to 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 inquiries and needs.
