CUSTOMER SUPPORT


MY ORDER

Where is my order?

Once your order leaves our warehouse, we will send you by mail a shipping number so that you do not lose sight of your order, whether it is a domestic or international shipment.

In case you have not received your shipment number, or if you have any other questions regarding the tracking of your package, you can contact us at or at +54 011 4832 8011.

How do I check my order history?

Once you entered the system with your username and password, click on the "Your account" button in the upper right corner, and then "History and details of your orders".

What e-mail notifications will I receive about my order?

You will receive 3 notifications:

1) Notification that you have completed the purchase process and that we are awaiting the accreditation of your payment.

2) Your order is in preparation. It implies that your payment was credited and that we are setting up your package.

3) Your order is in distribution (if you chose shipping to your address). You will receive the necessary code to do the tracking in the distribution company (OCA, Correo Argentino or others)

Or

Your order is waiting in store (if you chose to pick up from our store). You will receive the address of the store and the opening hours, to go to remove your package.

In the event that the Customer Service team needs to contact you (for example, if your address is incomplete, or if the product you requested is out of stock) you may receive an extra notification.

If you did not receive notifications, check first that they did not reach the Spam or Junk Mailbox. Add quiero@monoblock.tv to your address book to avoid this inconvenience.

If you still did not receive notifications, contact us at quiero@monoblock.tv or +54 0114832 8011 to check that your order processing is running.

Can I modify or cancel my order?

Only orders can be canceled or modified within the first 24 hours, as long as it has not been dispatched before. To do this, contact +54 11 4832-8011 from Monday to Friday from 10:30 a.m. to 5:30 p.m. (Argentina time). If you are abroad, you can write to quiero@monoblock.tv. Always inform us your order number and your full name.

Can I change products once I receive them?

Once the order has left our warehouse, the only possible change is to bring the product personally to one of our stores within 30 calendar days of receipt, as long as it is closed and unused.What do I do if my product arrived defective or damaged?

Claims will be accepted up to 10 calendar days after receipt at the address of the requested product. In this case, the material must be returned in its original packaging and unused.

It is considered defective when:

Its bound upside down or the pages order is not correct
Presents defects in printing or defects in lamination.
In the case of textiles, it presents a flaw of sewing.
In any of these cases, it will proceed to change the material by another equal in good condition.

Manufacturing defects are not considered:

Normal and expected differences in the coloring of products, since printing methods (in particular those employing stamping techniques, such as screen printing) do not produce accurate results throughout the print run. Yes they must be equivalent to the photo of product presented in the online store.
Irregularities in ceramic objects (eg cups). These objects may have differences in their surface (a small mound, a point of inflection in the enamel).


Defects due to misuse:

No changes or returns will be made on products that have been exposed to misuse. Containers, or labels, or packages of any nature accompanying the products shall indicate misuse.

In any case, no change will be made for any product other than the one originally purchased; Except that the same is out of stock or discontinued (in which case the change will be made by a similar product of equal value)

If the material you received does not correspond to the one requested in your order, we will proceed to send the correct product as soon as possible. The cost of shipping will be borne by Monoblock.

Procedure for the return:

In order to return a product for manufacturing defects or incorrect shipping, it is necessary to contact Customer Service at +54 11 4832 8011, or by email to quiero@monoblock.tv, with the following information: Number Of the order, reason for change or return and product that you want to change. If the product is defective, send photographs of it where the defect is detected.

Any situation that is not included within the previous points, must be notified to Customer Service.

No changes may be made by any other means not authorized and / or previously stipulated in writing by Customer Service.

Exchange Policy for International Customers

In case you have received a defective product, once you communicate by email with Customer Service, we will agree to resend the product or refund your money, a decision that will be taken taking into account each particular case.