To know where your package is, you must have your tracking number handy and review it at the following link: http://www.hound-express.com/rastreo

You can find it on the website where you purchased your product, sometimes they send it to you by e-mail. It is normally made up of 16 digits (starts with 21----) or 22 digits (they can be only numbers or with an intermediate letter).

It means that your package is being reviewed by customs, who determine which packages are subject to review. It is a necessary filter so that everything that enters the country complies with current legislation.
Please review the update in the system from 48 to 72 hours, this is the approximate time it takes for the aforementioned review.

Forbidden importation refers to the goods that are retained by the authority and are not being able to enter the country. It is important that you contact the company where you purchased the 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 you to check with your surveillance area (if there is one at your home) or with a neighbor that you have authorized to receive.
If you still can't locate your package, contact our Hound Express Customer Service Center at +52 55 4000 1920 option 2, from Monday to Friday from 08:00 to 18:00, and Saturdays from 09:00 to 13 :00 hours, and we will help you to:
• Verify the shipping address.
• Review the tracking of your package.
• Follow up with the courier to confirm correct delivery.

Unfortunately, if your package has this status, you must make your claim on the website where you purchased your product and they will respond in accordance with their established policies.

In order to correct the delivery data, you must have your guide number at hand and contact our Hound Express Customer Service at the telephone number +52 55 4000 1920 Option 2, from Monday to Friday from 08:00 a.m. to 06:00 p.m., and Saturdays from 9:00 a.m. to 1:00 p.m. to attend you and give corresponding follow-up:

• Correct address

• Receive the references of the address that we will transmit to the courier

• Correct wrongly captured data

• Receive your location to facilitate delivery

In order for you to pick up your package, it must be in one of our warehouses, contact us at Hound Express Customer Service at +52 55 4000 1920 Option 2, from Monday to Friday from 08:00 a.m. to 06:00 p.m., and Saturdays from 09:00 a.m. 00 a.m. to 1:00 p.m., we will provide you with details of the address of the branch you can go to, as well as the opening hours. You must present an official identification (Passport or ID) and your guide number.

Yes, you only have to issue a simple power of attorney (you can download an example by clicking here), attach a copy of your official identification (Passport or ID), and the person you authorize must show their original official identification (Passport or ID) to the courier.

A package is returned to our Hound Express shelter center in Mexico City, when there were problems to achieve delivery, for example: Incorrect or Insufficient Address, we could not contact you on the telephone number registered in your purchase, you changed your address, it was not found no one at home to receive your package, among other reasons.

You can issue your claim on the website where you purchased your product, and they will proceed in accordance with their policies.

In some cases, we can forward your package, an additional cost must be covered before doing so; to do this, contact us at Hound Express Customer Service at +52 55 4000 1920 Option 2, from Monday to 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 gladly provide you with costs and delivery times, depending on each case and coverage.