Frequently Asked Questions

Are promotions and discounts from stores included on Cornershop?

We do not apply in-store only discounts or promotions because we are not able to see those promotions and discounts until our Shoppers are physically in the store. The price you pay is what you see published in Cornershop and this cannot be changed. However, we have special promotions with different brands which means you can save on items you love year round.

Cornershop does not use other benefits to purchases such as rewards points and loyalty cards.

Should I tip my Shopper?

No. Our Shoppers are paid fair wages and have many opportunities to earn bonuses. They do not accept tips.

What stores and zones are available in Cornershop?

Cornershop gives you free time and awesome avocados in Mexico City, State of Mexico, Monterrey, Guadalajara, Querétaro, Puebla, León, Cancún, Toluca, Metepec and Mérida. The exact stores available to you will change depending on your address.

To see what stores are available to you, just add your address and the available stores will be displayed. Remember you can add as many address as you want, like your home, work and your best friend's place.

What payment methods are accepted?

We accept all forms of credit and debit cards that are enabled for online payments, Paypal, and Up Sí Vale.

How can I update my payment method?

To update your payment method, go to 'Account' and click "Payment methods'. To enter a new card, press 'Add payment method." To delete a card, swipe left where the card appears on the list. Press the 'delete' button when it appears.

How does the charge of my order works?

We will place a hold on your card for the total cost of your order. Once your Shopper has checked out, we will charge any additional costs, if needed (this is most often applicable if you requested extra items while your Shopper is in-store).

Please note that some banks take some days to do this, so that you can see it reflected on your account. And what happens if the final amount exceeds the amount held in your account? In that case, there may be a second charge on your card for the difference.

What service charges does Cornershop charge?

Service charges vary by store. To see service charges for a specific store, select the store on the app or website and click on 'Service charges'.

Can I order a product I do not see in the Cornershop catalogue?

Yes. To request a product you do not see in the catalogue, search for it by name and press 'request'. Add applicable details about the product, such as size, quantity and brand. The more specific you are, the easier it will be for your Shopper to find the product. To help us improve our catalogue, we would appreciate you mentioning the missing product in the comments section of the app.

What happens if I order alcoholic drinks?

To deliver an order that includes alcoholic drinks, a person who is 18 years old or older must be present when the Shopper arrives.

When will my order arrive?

You can choose to have your order delivered within an hour, or schedule a time that you would like it to be delivered. The delivery times available will vary based on when you make the order, the size of the order and the current demand in the area.

Can I choose a time to schedule delivery?

Yes. You can schedule your order to be delivered at a time that works best for you. Deliveries can be scheduled for the same day or the following day.

Can I have my order delivered to a different address than usual?

Yes. You can add different delivery addresses to your account. Each order will be delivered to the address you choose, so double check that you have chosen the right address before confirming an order. Remember that store availability may change based on your location

Can someone else receive my order for me?

Yes. When you confirm your order, tell us in 'Delivery instructions' who will be receiving your order for you.

Will you use my number to call me?

Yes. Your Shopper will call you before they checkout to ask if you have any last minute requests and to ask about alternative arrangements for items that are out of stock. Your Shopper may also call you if they are having trouble finding your delivery address. Your personal information is kept safe. Your Shopper does not have access to your personal number, all calls are linked through an external number-blocking application.

How do I know the status of my order?

In the app or on the webpage, you will get updates on where your Shopper is until your order is delivered.

You will also get two email updates. The first one is a confirmation email and allows you to verify the details of your order. The second one is sent once your order is delivered. It shows you the details of your order and allows you to leave feedback and rate your experience.

What happens if a product I ordered is out of stock?

Your Shopper will call you if an item is out of stock and suggest possible replacements. You can approve a substitution or cancel the item. You will not be charged for cancelled items. Please keep your phone nearby, as your Shopper will contact you to confirm your order before checkout.

What do I do if there is an issue with my order?

We are terribly sorry that you had a bad experience. Please contact us at help@cornershopapp.com or through the chat feature on Cornershop so we can find a solution.

Can changes and refunds be made?

Sure! Please write to us at help@cornershopapp.com or write us via our Cornershop chat and we will make sure to help you out.

How long does it take to receive a refund?

It usually takes three to five business days to process a refund. The time it takes to process a refund may vary depending on your bank. If a refund is not reflected in your account after five business days, please contact your bank directly. Some banks take up to two weeks to process refunds.

How can get the invoice of my orders?

Too easy. Go to Cornershop web version, and then follow this link: [https://cornershopapp.com/facturas](https://cornershopapp.com/facturas). Here you will find the tickets of your orders so that you can invoice directly in the store for the value of the products (you must do it directly in the store you orderer from, because Cornershop is just a service). You can also request the invoice for the cost of the Cornershop service in the same link.

It is important that you correctly add your tax information in the corresponding section.

What is the distance surcharge?

It is an additional delivery charge for orders which areas exceed 6 km around the store. The amount of this surcharge is calculated as follows:

- For 6 kms, you pay $ 20 extra.
- For 8 kms, you pay $ 40 extra.
- For 10 kms, you pay $ 60 extra.
- For 12 kms, you pay $ 80 extra.
- For 14 kms, you pay $ 100 extra.
- For 16 kms, you pay $ 120 extra.
- For 18 kms, you pay $ 140 extra.

Cornershop Pop customers are also subject to this charge.

What is Cornershop Pop?

Is it the coolest membership. It that allows you to have cheaper deliveries and gives you access to exclusive promotions— only available to its members. Cornershop Pop is super convenient for all types of orders: small orders (even if it is just one product that you really need), and huge orders (enough to make your fridge absolutely full and happy). To subscribe and know more about it go to your ‘Account’ and click on ‘Cornershop Pop’.