Effective Date: September 10, 2026
At MXEats, we aim to make food ordering simple, convenient, and reliable. This Shipping & Delivery Policy explains how orders are prepared, dispatched, and delivered to customers through the MXEats platform.
MXEats facilitates the delivery of food and other eligible products ordered through our website or app from participating restaurants and food vendors.
Delivery availability depends on:
Your delivery location;
Restaurant service areas;
Restaurant operating hours;
Delivery-partner availability;
Weather and traffic conditions; and
Other operational factors.
Available delivery options and estimated delivery times will be displayed during the ordering process.
After you place an order, the restaurant receives and processes your request.
Once the restaurant accepts the order, food preparation may begin. Preparation times vary depending on the restaurant, order size, menu items, and current demand.
MXEats will provide an estimated delivery time where available. Delivery estimates are not guaranteed and may change due to circumstances beyond our control.
Delivery times displayed on MXEats are estimates only.
Delays may occur because of:
High order volumes;
Restaurant preparation delays;
Traffic or road conditions;
Severe weather;
Delivery-partner availability;
Incorrect or incomplete delivery information;
Events or restrictions affecting access to the delivery location; or
Technical or operational issues.
We will make reasonable efforts to deliver your order within the estimated timeframe.
Delivery fees, service fees, and other applicable charges may vary depending on factors such as:
Delivery distance;
Restaurant location;
Customer location;
Order value;
Time of order;
Demand; and
Promotions or special offers.
Any applicable delivery charges will be displayed before you confirm your order.
Customers are responsible for providing a complete and accurate delivery address, including apartment, building, floor, house number, landmark, and any relevant delivery instructions.
MXEats may not be responsible for delivery failures or additional charges resulting from an incorrect, incomplete, or outdated address provided by the customer.
Customers should be available to receive their order at the delivery location during the estimated delivery window.
Depending on the delivery method, the delivery partner may contact you by phone or through the MXEats platform when they arrive.
If you are unavailable, the delivery partner may attempt to contact you. If the order cannot be completed after reasonable attempts, the order may be considered a failed delivery.
Where available, customers may select contactless delivery.
For contactless delivery, the delivery partner may leave the order at the designated location specified by the customer. Customers should collect the order promptly to maintain food quality and safety.
Orders can only be delivered to locations currently supported by MXEats and the participating restaurant.
Delivery availability may vary between restaurants. Entering your delivery address on the MXEats platform will indicate whether delivery is available to your location.
Where tracking is available, customers may be able to view the status of their order through the MXEats website or app.
Tracking information may include stages such as:
Order Confirmed → Food Being Prepared → Picked Up → Out for Delivery → Delivered
Tracking information and estimated arrival times may change as the order progresses.
An order may be considered undeliverable if:
The delivery address is incorrect or incomplete;
The customer cannot be reached;
The customer refuses to accept the order;
The delivery location is inaccessible;
The customer is unavailable for an extended period; or
Circumstances outside MXEats's reasonable control prevent delivery.
Refunds or credits for failed deliveries will be handled in accordance with the MXEats Refund Policy.
If your order arrives damaged, spilled, missing items, or contains incorrect items, please contact MXEats Customer Support as soon as possible.
We may request photographs or other information to investigate the issue.
Depending on the circumstances, MXEats may provide a replacement, partial refund, full refund, account credit, or another appropriate resolution.
Food is prepared and packaged by the restaurant or food vendor.
Although MXEats and its delivery partners make reasonable efforts to ensure timely delivery, factors such as travel time, weather, traffic, and temperature may affect food quality.
Customers should follow any storage, reheating, or consumption instructions provided with the order.
MXEats is not responsible for delays caused by circumstances beyond its reasonable control, including severe weather, natural disasters, traffic disruptions, public emergencies, road closures, government restrictions, technical failures, or other unforeseen events.
Where reasonably possible, MXEats will communicate significant delays or changes to the customer.
Cancellation of an order may be subject to the status of the order and whether the restaurant has started preparing the food.
Customers should refer to the MXEats Refund Policy and any cancellation information displayed at the time of ordering for applicable cancellation and refund conditions.
An order may be considered delivered when:
The customer receives the order directly;
The order is left at the customer's designated location for an authorized contactless delivery; or
Delivery is otherwise confirmed through the MXEats platform or delivery partner.
If you believe an order has been incorrectly marked as delivered, please contact MXEats Customer Support promptly.
MXEats may update this Shipping & Delivery Policy from time to time to reflect changes to our services, delivery operations, or applicable requirements.
Any updated policy will be published on the MXEats website and will become effective upon publication unless otherwise stated.
If you have questions regarding your delivery or need assistance with an order, please contact MXEats Customer Support through the contact or support options available on our website or app.
MXEats
Food Delivery Platform
Website: MXEats
