Shipping policy
Last Updated: September 7, 2026
Thank you for shopping with Hi! Lactosa™. This Shipping Policy explains how orders placed through www.hilactosa.com are processed, fulfilled, shipped, and delivered.
By placing an order through our website, you agree to the terms of this Shipping Policy.
Shipping Destinations
We currently ship eligible orders to addresses within:
- United States
- Mexico
Shipping availability may vary depending on the product, destination, inventory location, and fulfillment method.
Available shipping options, rates, and estimated delivery times will be displayed during checkout whenever available.
Fulfillment Locations
Orders may be fulfilled from our operations in Texas, United States, and/or through authorized third-party fulfillment providers and fulfillment centers, including Amazon Multi-Channel Fulfillment (MCF) where available.
The fulfillment location for a particular order may depend on inventory availability, shipping destination, service availability, delivery speed, and other operational considerations.
An order may therefore be shipped from a location different from our principal business location.
Order Processing Time
Orders are generally processed within 1–2 business days after payment has been successfully authorized.
Business days generally exclude weekends and U.S. federal holidays.
Processing time refers to the time required to prepare an order for shipment and is separate from carrier transit and delivery time.
Processing may occasionally take longer during:
Holidays
Promotional events
High-volume sales periods
Product launches
Inventory transfers
Severe weather
Carrier disruptions
Other circumstances outside our reasonable control
Once an order has entered fulfillment, we may not be able to modify or cancel it.
Delivery Times
Delivery times vary depending on the destination, selected shipping method, fulfillment location, carrier, customs processing, and other factors.
Any estimated delivery date or delivery window displayed on our website, at checkout, in an order confirmation, or through tracking information is an estimate and not a guaranteed delivery date, unless expressly stated otherwise.
Orders fulfilled through third-party fulfillment providers may have different transit times depending on the service selected and destination.
Shipping Rates
Applicable shipping charges will be displayed during checkout before you complete your purchase.
Shipping rates may depend on:
Destination
Shipping method
Package size and weight
Order value
Fulfillment location
Carrier
Available promotions
We may offer free or discounted shipping from time to time.
Any applicable minimum purchase amount, eligible geographic area, promotional period, or other condition will be disclosed as part of the applicable offer.
United States Orders
Orders shipped within the United States may be fulfilled from Texas or through one of our authorized third-party fulfillment partners.
The fulfillment provider and carrier used for a particular order may vary.
We may use services provided by carriers and fulfillment networks such as Amazon Multi-Channel Fulfillment and other shipping providers as appropriate.
Mexico Orders
We ship eligible orders to Mexico.
Orders delivered to Mexico may be fulfilled from inventory located in the United States, Mexico, or another eligible fulfillment location depending on inventory availability and our fulfillment configuration.
If an order is shipped internationally into Mexico, it may be subject to customs clearance, import requirements, duties, taxes, brokerage fees, or other charges imposed by Mexican authorities or applicable service providers.
Unless expressly included in the amount displayed during checkout or otherwise stated by us, customers may be responsible for applicable import duties, taxes, customs charges, or similar government-imposed fees associated with an international shipment.
If an order is fulfilled from inventory already located within Mexico, international import charges may not apply to that particular shipment.
Customs and International Delivery
International shipments may be delayed by customs inspections, governmental requirements, carrier procedures, or other circumstances outside our control.
Customers are responsible for providing accurate information when required for customs clearance.
Hi! Lactosa™ is not responsible for customs delays or for additional charges imposed by governmental authorities, customs agencies, carriers, or brokerage services, except where otherwise required by applicable law.
Order Tracking
When tracking information is available, we will generally send a shipping confirmation containing tracking information after your order has been prepared for shipment.
Tracking information may take some time to become active after the shipping label has been created.
Once a package has been transferred to the applicable carrier, the carrier's tracking system will generally provide the most current shipment information.
Incorrect or Incomplete Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Please carefully review your shipping information before completing your purchase.
If you notice an address error after placing an order, contact us immediately at:
We will make reasonable efforts to update the address if the order has not entered fulfillment, but we cannot guarantee that an address can be changed once processing has begun.
We are not responsible for delays, failed deliveries, or additional shipping charges resulting from incorrect or incomplete information provided by the customer.
If a package is returned because of an incorrect or incomplete address, refusal of delivery, or inability of the carrier to complete delivery, additional shipping charges may apply before the order can be reshipped.
Packages Marked as Delivered
If tracking information indicates that your package was delivered but you cannot locate it, please:
Verify the shipping address on your order
Check around the delivery location
Check with members of your household
Check with neighbors or building personnel
Contact the applicable carrier when appropriate
If you are still unable to locate the shipment, contact us at hello@hilactosa.com.
We will review the available shipment information and assist with the carrier investigation where reasonably possible.
A carrier investigation may be required before a replacement or refund can be approved.
Lost Packages
If your shipment appears to have been lost in transit, contact us at:
We may work with the applicable carrier or fulfillment provider to investigate the shipment.
Depending on the circumstances and outcome of the investigation, an eligible order may receive a replacement, refund, or another appropriate resolution.
Damaged Shipments
If your order arrives damaged, please contact us as soon as reasonably possible.
We may request:
Photographs of the product
Photographs of the shipping package
Photographs of the shipping label
Lot information
Expiration information
Other information reasonably necessary to evaluate the issue
Please retain the product and original packaging until your request has been reviewed.
Verified damaged shipments may qualify for replacement or refund in accordance with our Return and Refund Policy.
Incorrect Products
If you receive a product different from what you ordered, please contact us at:
We may review fulfillment records and request photographs or other information necessary to verify the issue.
If the error is confirmed, we will provide an appropriate replacement, refund, or other resolution in accordance with our Return and Refund Policy.
Subscribe & Save Orders
Orders placed through our Subscribe & Save program are processed according to the recurring schedule selected for the applicable product package.
Our standard subscription schedules are:
1 Bottle: 60 caplets: shipment approximately every 2 months
2 Bottles: 120 caplets total: shipment approximately every 4 months
3 Bottles: 180 caplets total: shipment approximately every 6 months
Processing and carrier transit times apply separately to each subscription shipment.
The billing or renewal date is therefore not necessarily the same as the delivery date.
Shipping charges, if applicable, may apply to each recurring order.
Please review our Subscription Policy for additional information.
Order Changes and Cancellations
If you need to cancel or modify an order, contact us at hello@hilactosa.com as soon as possible.
We will make reasonable efforts to accommodate your request if fulfillment has not begun.
Once an order has entered fulfillment or has shipped, we cannot guarantee that it can be modified or canceled.
Orders already shipped are subject to our applicable Return and Refund Policy.
Shipping Delays Outside Our Control
Hi! Lactosa™ is not responsible for shipping delays caused by circumstances outside our reasonable control, including:
Carrier delays
Severe weather
Natural disasters
Transportation disruptions
Customs delays
Governmental actions
Labor disruptions
Incorrect addresses
Security events
Other unforeseen circumstances
We will make reasonable efforts to assist customers experiencing shipping problems.
Changes to This Shipping Policy
We may modify this Shipping Policy from time to time to reflect changes in our fulfillment operations, shipping providers, geographic markets, Shopify configuration, business practices, or applicable laws.
The current version will be available through www.hilactosa.com.
The Last Updated date at the top of this policy will indicate the most recent revision.
Contact Us
For questions about shipping or an existing order, please contact:
Hi! Wellness LLC / Hi! Lactosa™
Email: hello@hilactosa.com
WhatsApp: +52 (444) 209-8144
Website: www.hilactosa.com