Frequently Asked Questions
Orders
Why is my order delayed?
We are doing our best to get all orders picked, packed, and shipped as quickly as possible, but due to COVID-19, current worldwide situation or any other local situation, please expect a 3-4 day delay in receiving your tracking number. You can always track your package with the tracking number we send to you after your purchase, or you can also write to us at amai.equipo@gmail.com
What if the item I want is out of stock?
We manufacture our products by hand and in small quantities, they usually run out soon! As well, during our sales, products sell out fast! But don't despair. If the item you're looking for is out of stock, keep checking back. We're always updating and restocking our site with your faves! Or you can also write to us at amai.equipo@gmail.com and and we will give you personalized attention.
I have a tracking number, but my order shows no movement. When will I get it?
Don't be worried if your tracking number says that it has no information yet: it can take at least 48 hours to activate on the carrier's end. Due to a high volume of orders, shipping carriers may take even longer to activate the tracking information and unfortunately we have no control over this part of the process. When it is activated, just click the number to track your package’s progress. Once your order is shipped, you may experience delivery delays. We apologize for the inconvenience and we thank you for your patience and support. If you want more specific information once your order has left our door, please contact the carrier directly or you can also write to us at amai.equipo@gmail.com and and we will give you personalized attention.
Why is part of my order missing?
This should definitely not happen, we urge you to contact the carrier directly and at the same time contact us at amai.equipo@gmail.com to help you out with this situation.
How do I track my order?
When your order is shipped from our warehouse, we will send you an email to confirm your shipment - this email will include a tracking number and link to enable you to track your package.
How do I change or cancel my order?
We do not normally accept order cancellations or changes once an order has been processed.
How do I return my order?
AMAI wants you to be happy with your purchase, but for health security reasons we do not accept returns of purchases that have been already received by the buyer. Please contact us at amai.equipo@gmail.com if you’ve got further questions.
Why is my credit/debit card not being accepted?
The billing address and phone number provided must match the information currently on file with your bank. If you feel there’s an error, we recommend getting in contact with your banking institution or rechecking the information entered in the required fields. Please contact us at amai.equipo@gmail.com if you’ve got further questions.
Can I change my address after my order has been placed?
Reach out to our Customer Care team immediately at amai.equipo@gmail.com. We'll make every effort to change the address information as long as your order has not yet been processed or shipped.
Can I change my payment method after the order is placed?
Unfortunately no. Once you have checked out, we're not able to change the payment method on the order.
Can I change my email address after the order has been placed?
Unfortunately no. Once you have checked out, we can't change the email address attached to the order, but please contact our Customer Care team and they'll be happy to provide you with your order information.
I accidentally entered the wrong apartment number. Can I change it after the order has been placed?
Reach out to our Customer Care team immediately. We'll make every effort to change the address information as long as your order has not yet been processed or shipped.
I received a package with no sender information. Can you please tell me who sent it?
If you received a gift and do not know who sent it, we're happy to help. Please reach out to our Customer Care team and provide the order information found on the slip in your box so that we can best assist you.
Shipping
Where does AMAI ship to?
We ship to Mexico, USA & Canadá; our packages are sent via DHL.
Products
Does AMAI offer product samples?
We do not systematically offer samples to our customers. We frequently include product samples when we ship purchased items or to our VIP customers. Unfortunately we are unable to ship samples separately due to the volume of requests that we receive.
Are your products gluten-free?
Many of our products do not contain gluten, however other products contain wheat and other ingredients that may contain gluten, as well we do store all of our products within the same facilities. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there's always a risk that they've come into contact with gluten-containing ingredients. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging (if applicable), gift insert, in-store sign and our website product pages. Check the individual product's ingredients list before use.
Are your products nut-free?
Many of our products do not contain nuts, however other products contain wheat and other ingredients that may contain nuts, as well we do store all of our products within the same facilities. As a warning for those with extreme allergies, we take great care to prevent cross contamination, but there's always a risk that they've come into contact with gluten-containing ingredients. Transparency is important to us, and you can find a list of the ingredients for every product on its packaging (if applicable), gift insert, in-store sign and our website product pages. Check the individual product's ingredients list before use.
Are your products fragrance-free?
Scent is such an important part of our identity, something that makes us who we are. Most of our products contain essential oils, but even our most gentle products have fragrance due to the fact that the ingredients themselves have a scent. In order to remove that scent and be truly "fragrance-free", we would have to introduce more synthetics, which isn't the direction that our company wishes to take at this time.
How should I store my packaging-free products?
How should I store my packaging-free products?
We recommend keeping your naked products in a dry, cool environment away from sunlight and excess heat. You can use any airtight container, a glass jar or one of our tins. If you use the product in the shower or bath, make sure that you let it drain and dry out before storing it.
How do I know if my product is fresh? What is the expiration date?
All of our products are naked and good for up to 14 months after the date they are made, and we always try to get them to you as fresh as possible.
Website
Who do I contact if I'm having technical difficulties with the website?
If you are having difficulty placing an order online, or experiencing other problems with the website, contact Customer Care through amai.equipo@gmail.com or you can also send us a DM through our Social Media Accounts.
I've forgotten my password and can't login to my account - what do I do?
If you have forgotten your password, reset it here. Be sure to enter the email address you used to set up your account.
Does AMAI have gift cards?
Yes! AMAI e-gift cards are available, if you don’t see them on the product list, please contact Customer Care or write to us at amai.equipo@gmail.com. They are fast delivery and sent via email.
General
Do you offer discount codes or other promotions?
We usually have free shipping, discounts and promotions. Because we are a fair market and fair pay business, it is not so common that we do it, but whenever it is possible for us to consent to our customers, we announce it on our social networks and in the top bar of our website. The discount code is usually automatic, but if it is not possible, it is entered at checkout.
Are there any franchise or wholesale distribution opportunities with AMAI?
AMAI is a privately owned and operated company within North America (Mexico, United States & Canada) and there are no opportunities for franchise or wholesale. However if you are interested in hosting the AMAI products in your physical or e-commerce store, anywhere on the world, please write to us at amai.equipo@gmail.com
Press Inquiries
Members of the media can contact our Public Relations department at amai.equipo1@gmail.com.
Sponsorships, Giveaways and Events
AMAI does not offer products, gifts or giveaways. We do create alliances and conscious campaigns with brands and businesses related to the values of AMAI.
Careers
Please write to us at amai.equipo@gmail.com
What is AMAI’s mailing address?
Misión de Bucareli #3, Col. Parque Industrial Bernardo Quintana, 76246 El Marqués Querétaro, Mexico
Same Day Delivery
Is there same-day delivery?
AMAI is not able to deliver on the same day of purchase, unfortunately.