FAQs

Frequently asked questions

What will my package look like?

A brown or white box. We used recycled boxes - it may be a Pelon Pelo Rico box, a box with a 'Made in Mexico' stamp, a plain white box or a box with 'Elote' on the box. Expect a Mexico inspired box.

What payment methods do you take?

We accept Shop Pay, Paypal, American Express, Visa, Mastercard, Discover, Google Pay, and Apple Pay.

Is it safe to order on this site?

Absolutely - we use Shopify for our ecommerce platform. They are a publicly traded company that uses an SSL certificate with 256-bit encryption and are Level 1 PCI-DSS compliant. 

It’s as safe as it could possibly be, and nobody will see your order except you and our team.

Do you charge sales tax?

Only in Texas.

When will my order get here?

Orders placed before 3pm CST (Mon to Sat) are shipped the same day. If ordered after, it will be shipped the following day.

Orders placed after 3pm CST on Saturday are shipped on Monday. 

Orders take 3-5 days to arrive.

What is your business address?

Our address is: Helados La Azteca, 5626 Ezell Street Haltom City, TX 76117 United States

Do you offer overnight shipping?

Yes we do, be sure to select it as your shipping method.

Do you provide special pricing for wholesaler?

We provide the lowest possible prices so that everyone can enjoy the best prices. The more you buy, the more discounts you enjoy. Visit Bulk Buy for details. 

Who will ship my order?

Our team in Texas ships all orders directly to you. 

What if my snacks are damaged?

We carefully package all orders to arrive in tact. In the case

How far in advance should I order my snacks if I need it for an event?

We recommend that place your order 2 weeks in advance of a special occasion to ensure:

  • The product is available for shipment.
  • There is enough lead time to process your order.
  • The package arrives on time for your event.
  • You don't have to pay expedited shipping costs.

Most of our snacks have a 2-3 month shelf life, so ordering in advance will still ensure freshness in stored properly.

What happens if the item I purchased is out of stock?

In the rare case an item is out of stock, our team will reach out within 24 hours. We will offer you three options

  1. Select an alternative snack
  2. We ship out your product when it arrives (typically within 4-6 days)
  3. Cancel your order 

What if I need to cancel my order?

Contact our team immediately by emailing sales@hlamex.com. We will do everything in our power to cancel the order before it is processed. If the order has been shipped, the customer will assume all responsibility to return the shipment back to HLAMEX.com in good condition. Once returned, the refund issued will be for the items shipped minus a 20% restocking fee. If the products are not returned in good condition, no refund will be issued.

What if I am missing snacks?

As items sold on HLAMEX.com may ship from different warehouses, you may not have received all of your shipments. Please check the tracking information on your order in the My Accounts section on HLAMEX.com or reach out to us. Additionally, large quantity orders are typically shipped in several boxes, so you may also want to confirm that you have received all related shipments from the carrier. (You can track the status of your shipment using the tracking numbers emailed to your registered account). After confirming all of the information, if you believe that you are still missing items from your order, please contact customer service immediately – a friendly staff member will be able to assist you. Any re-shipments of products will be processed using the same shipping method as the original order.

Claims must be made within 72 hours of delivery of package. Please do not open or consume the incorrect item as this may invalid any claims being made.

What if I received the wrong snacks?

Before you panic, please make sure you have checked the original email order confirmation to verify the products that you had purchased. After confirming all of the information, if you believe the wrong product was still shipped, please contact customer service immediately – a friendly staff member will be able to assist you with returning the incorrect item at no extra cost to you and having a reshipment of the corrected item. Any reshipments of products will be processed using the same shipping method as the original order. Claims must be made within 72 hours of delivery of package. Please do not open or consume the incorrect item as this may invalid any claims being made.

What if the tracking number says the package was delivered, but I can’t find it?

Please check all surrounding doors at your location, sometimes the carrier leaves it at the door they think is the appropriate location. Sometimes, the carrier may also leave the package at the front desk of a building. If you are still unable to location your delivery, please have your tracking number handy and call UPS  (800) 742-5877 or USPS (800) 275-8777. A representative will be able to speak with the delivery driver to inquiry where the package was left.