Policies

How to Place an Order

You can place orders anytime through our website, the easiest method to do so. Enter all your shipping details, calculate shipping costs, add favorites, and access your previous orders conveniently in your online account. If you choose to order by email or phone, those orders will not appear in your app or online account.

Alternatively, you can email your order to us at cruzruelas@gmail.com, especially if you’re out of state and prefer not to use our website. Need assistance? Call us at (619) 646-2242 during business hours to place your order. Note that shipping costs can’t be quoted over the phone. After processing your order, we’ll calculate the shipping cost and email you the final invoice.

Local customers can enjoy delivery service for added convenience.

Will Call Orders

If you’d rather pick up your order, choose “Will Call” during checkout. This means you’ll collect your order at our Chula Vista location:

681 Broadway, Chula Vista, CA, 91910.

Once your order is ready (usually within two hours), we’ll email you. Please check your spam folder to ensure you receive this email as it may include your invoice. After receiving the email, feel free to pick up your order during business hours. Simply provide your name, and our staff will bring your order to you. For larger orders, we’ll assist in loading them into your vehicle.

If someone else is collecting your order, they’ll just need to provide the name on the order. Should you need to switch from “Will Call” to shipping, call us with your payment details, and we’ll arrange delivery instead.

Hours of Operation

Our store and warehouse are open:

• Monday through Saturday: 9 a.m. – 5 p.m.
• Closed on Sunday

We are also closed on select holidays and every year from Christmas Eve through New Year’s Day. Subscribe to our newsletter for updates on holiday hours or special closures.

Payment Options

• Online Orders: Pay via credit card or PayPal.
• Phone Orders: Pay via credit card, Zelle, ACH, wire transfer, or pre-paid check.
• Walk-in Orders: Pay via credit card, cash, Zelle, or pre-sent ACH.

Shipping Information

We primarily ship via USPS Ground for mainland orders and use USPS services for Hawaii, Puerto Rico, and Alaska shipments. Shipping costs are not marked up; you’ll pay exactly what USPS charges us.

Please ensure your shipping address is accurate to avoid correction fees from USPS. Should USPS charge us for address adjustments, these fees will be invoiced back to you.

We diligently monitor our inventory and aim to keep our website updated. If an item is out of stock or delayed for more than a day, we’ll contact you via email to confirm whether you’d prefer to wait for the restock or receive a refund.

Handling Damaged Items

While we take care to pack your orders securely, shipping damages can still occur. If you notice damage on delivery, please have the driver acknowledge it. Additionally, take photos of the damaged package and items. If USPS re-packages your order, photos help us file claims effectively. Damaged or missing items will be replaced promptly.

Return Policy

Due to the nature of raw materials, we cannot accept returns or exchanges on opened items. However, if we shipped the wrong item, we’ll gladly replace it or issue a refund.

If you ordered the wrong item and it remains unopened, you may return it within 15 days at your expense with a 10% restocking fee for a refund or exchange.

Order Cancellations

Orders placed before 1 p.m. PST are processed the same day. To cancel, contact us before your order is shipped for a full refund. Once shipped, additional shipping fees will apply for returns. Refunds will be issued once the order is returned and processed.

Discounts & Coupons

Rather than hiding costs in promotions, we focus on offering competitive pricing upfront. We don’t offer discounts, coupons, or “free shipping.”

Eco-Friendly Packaging

We’re dedicated to sustainability. Our packaging includes at least 55% post-consumer recycled materials, biodegradable peanuts, and recycled paper waffle padding. Any plastic materials used are reused rather than purchased new.

Newsletter Sign-Up

Sign up for our newsletter on our website to stay updated on news, updates, and special announcements. Rest assured, we never sell your information or spam your inbox!

Product Documentation

Can’t find a specific product detail? Email us at cruzruelas@gmail.com with the product and lot number information, and we’ll assist you.