Help Center
Returns or exchanges
Do you make returns or refunds?
We have a 30-day return policy, we recommend you review our refund policy. Click here to view our refund policy
Frequently Asked Questions
What products can I return?
Most new, unopened items sold and shipped by Calzado Gama may be returned within 30 days of delivery for a full or partial refund, as applicable.
NOTE: Products made to order such as imports, manufacturing or special orders confirmed and paid are not refundable.
When will I receive my refund?
Usually within 15 business days. Most refunds are received in full within 3-7 days once the return is received and processed. See refund policy
Does Gama Footwear carry out replacements?
We can only replace the product with an identical one of the same version, and you are responsible for returning the damaged product within 30 days. If you want to exchange it for another product, you will have to return the product, receive the refund and place a new order.
How long does it take to process a return or exchange?
Once the package has arrived at the warehouse, our team will inspect the items and then return them to inventory within 3 to 7 business days.
Upon delivery and processing of your return package, the payment amount will be issued to the original payment method used when placing the order. This may take 3-5 business days after our inspection team has returned the items to inventory and warehouse.
Please note that sometimes we will not be able to refund the full amount of the order, in which case we will make a partial refund of the amount paid for the order.
When will I receive my refund?
Upon delivery and processing of your return package, the payment amount will be issued to the original payment method used when placing the order. This may take 3-5 business days after our inspection team has returned the items to inventory and warehouse.
Please note that it may take your bank 15 business days or up to two billing cycles to reflect the refund on your statement.
Shipping and delivery
How long does it take for my order to arrive?
Our standard shipping times are usually 3 to 7 business days. We also recommend that you review our shipping policy.
What packaging service do you use for shipping?
What courier service can come to my city to deliver my order?
If you have any questions about which courier we will use to send your order or you are in a remote area where there is little coverage and you cannot provide us with additional information, we recommend that you follow these steps:
1.- Contact our customer service via email or WhatsApp
2.- You can provide us with your shipping address and mention that you are in an area where there is little coverage.
3.- If you know which parcel service has coverage in your area, you can let us know so we can report it to the warehouse and have it taken into account.
It is important to note that for deliveries to remote villages, third-party partners may be used to ensure the arrival of your orders. While this may take a little longer, we work diligently to ensure the safe and efficient delivery of your shipments.
We appreciate your patience and trust in our service as we expand our delivery network to reach remote locations.
Where can I find my tracking number?
You will find your tracking number in your shipping confirmation email. If you do not receive this email, you can contact our customer service team for support and to provide you with your tracking number.
You can also ask us about the status of your shipment, just provide us with your order number and we will be happy to help you.
What can I do if my order was delivered but I didn't receive it?
The first thing we recommend is that you don't worry, you can always contact us to review different solutions.
We suggest triple checking around your property, mailbox, reception area, locker, or even your neighbors. Sometimes couriers can have errors in their system.
Usually, couriers visit the shipping address 2 to 3 times for an additional 3 to 7 business days to deliver the package, we recommend that you wait, it is very common for packages to be delivered a few days after being marked as delivered.
If after that time you have not received your package, we recommend that you contact us to open a case internally and be able to provide you with a solution.
What can I do if my order arrived incomplete or broken?
Don't worry, if you have this problem, you can contact us and we will provide you with different solutions, your satisfaction is our priority.
If you have received an incomplete order, you can send a photo to our customer service via email, WhatsApp or social media and we will answer for the error.
What can I do if my order has not yet been shipped?
It may take several days for your order to be shipped and completed, and your order may not be shipped until the day before your delivery date or even on the same day.
If the item was not available when you placed your order, please check to see if we have sent you an email within the first 15 days since the order was placed.
What can I do if my order has been shipped but has not yet been delivered?
If your shipment is still in transit and has not been delivered on the originally scheduled date, in our experience, most shipments usually arrive 2-3 days after this date.
We recommend that you allow this additional time to receive your order. If you do not receive your package, we will gladly assist you through our customer service.
It is important to note that for deliveries to remote villages, third-party partners may be used to ensure the arrival of your orders. While this may take a little longer, we work diligently to ensure the safe and efficient delivery of your shipments.
We appreciate your patience and trust in our service as we expand our delivery network to reach remote locations.
What can I do if my item is incorrect or not what I expected?
Don't worry, if you have this problem, you can contact us and we will provide you with different solutions, your satisfaction is our priority.
You can always send us a photo to our customer service via email, WhatsApp or social media and we will respond to the error.
For most items sold at Calzado Gama, you may return damaged items for a refund or replacement within 30 days of delivery of your order.
Orders
How to place an order?
1.- Visit our website www.calzadogama.com
2.- Select the product of your preference. (You can contact our customer service for more personalized attention in case you have any questions)
3.- Remember to read the product description, and all the details .
4.- Add the product to your cart.
5.- Proceed to the payment screen (Checkout).
6.- Register your address and contact information.
7.- Choose the type of shipping and the payment method (We have several payment methods: Credit/Debit card, PayPal, Bank deposit and transfer).
Click here to review our payment methods
8.- Confirm your purchase.
9.- You will receive a confirmation email with your purchase details.
Can I make changes to my order?
We understand that errors may occur when making your purchase through our online store, which is why we recommend that you place your order slowly or, if you have any questions, you can contact our customer service team to help you place your order.
If your order has not yet been completed we are happy to make changes. Please note that we cannot make changes after 1:00 pm Central Time or if your order has already shipped.
What happens if I haven't received my confirmation email?
After you have placed your order, confirmation is usually sent within 15 minutes. We recommend checking your spam/junk folder, sometimes emails can end up there.
If you cannot find your confirmation email, don't worry, you can contact us and provide us with your order number or personal information so we can search for it in our database.
Where can I check the status of my order?
General information
How can I contact your customer service?
If you have any questions about your order, clarification or suggestion, do not hesitate to contact us, we will be happy to assist you.
Customer Service: Monday to Friday 9:00 am to 6:30 pm and Saturdays 9:00 am to 2:30 pm
Email: soporte@calzadogama.com
Phone: 52 800 461 0914
Office central : Hernandez Alvarez No. 319, San Juan de Dios Neighborhood, Leon, Guanajuato, Mexico 37004.
What happens if I have not received a response to my request?
Remember that you can contact us via email, WhatsApp or social media.
Please note that we receive a considerable volume of tickets each day, so we ask for your patience so that a member of our team can assist you. Make sure to check your email or inboxes. Our support team is generally very quick to respond, and speed is one of our qualities in meeting our needs. If the request was submitted outside of our business hours or during the weekend, we recommend waiting 24 hours.
In the unlikely event that the requested deadlines have passed and you still have not found an answer, we recommend submitting another ticket or request.
Payments
What are your payment methods?
PAYMENT METHODS
Currently Calzado Gama offers 2 payment methods through which you can make your purchase.
1.- PayPal
Pay through your PayPal account. Remember that if you do not have an account directly with the gateway, the first thing you should do is create an account through the official PayPal website, associate your debit and credit card and then you will be able to pay for your product in our online store.
If you have a PayPal account, when you click "complete order" in the payment window, you will be redirected directly to PayPal where you can log in with your personal account and make the payment with your debit or credit card.
2.- Market Payment
Our online store also has the Mercado Pago option through which you can pay with a debit or credit card (Mastercard, American Express, VISA), cash payment through participating stores such as Oxxo, Seven Eleven, among others, or bank deposit or transfer. Once you select the Mercado Pago option in the payment window, you must click on "finalize the order" to be redirected to Mercado Pago and select the payment option that best suits your needs.
Remember that if you have any questions, do not hesitate to contact our customer service , and we will be happy to advise you.
Can I make my payment in cash?
Shop at Calzado Gama and pay in cash at participating stores. If you do not have a debit or credit card, you can make your purchase in cash using our payment gateway called "Mercado Pago". All you have to do is follow these steps:
1.- On the payment screen, select the gateway called "Mercado Pago"
2.- Click on "Finalize order" to be redirected to "Mercado Pago"
3.- Select the "Cash" option
4.- Select the option that best suits you
5.- Click on "Pay"
6.- You will receive a confirmation email to make your payment. In addition, you will be able to see the reference number and the agreement to be used in the window.
7.- Make your payment and contact us to process the order
Participating stores
Oxxo, 7-Eleven, Circle K, Soriana, Extra, Calimax, Chedraui, Telecomm, Farmacias del Ahorro or Casa Ley
Frequently Asked Questions
What is "Pay in store or cash"?
“Cash or in-store payment” is a payment option that allows our customers to pay for their Gama Footwear orders in cash at any participating store location.
How long do I have to pay?
For a limited time, you have 72 hours to pay for your order. If you do not make your payment within 72 hours, your order will be cancelled and you will need to place a new order for your products.
What impact does cash payment have on delivery times?
We will ship the products shortly after receiving confirmation of your payment from the store. Estimated delivery times reflect the 72 hours* you have to pay for your order. *For a limited time only
Are there fees associated with purchases paid in cash?
Gama Footwear does not charge additional fees, stores charge a fee per transaction. Oxxo, Farmacias del Ahorro, 7-eleven, Circle K, Extra charge an additional fee per transaction.
What can I do if I want to pay in cash and the participating store is not available?
If the “Pay cash in store” option or convenience store is not available, your purchase may not qualify.
How can I locate a store near me?
Remember that you can pay at any store in the following chains: Oxxo, Farmacias del Ahorro, 7-Eleven, Circulo K, Extra. To locate your nearest store, you can do so directly from the geolocation application (GPS) on your phone.
Still have questions? Let's talk, we'll be happy to help!
Can I make my payment by bank transfer?
Of course! You can make your purchase using our payment gateway called "Mercado Pago". All you have to do is follow these steps:
1.- On the payment screen, select the gateway called "Mercado Pago"
2.- Click on "Finalize order" to be redirected to "Mercado Pago"
3.- Select the "Bank Transfer" option
4.- Select the option that best suits you
5.- Click on "Pay"
6.- You will receive a confirmation email to make your payment. In addition, in the window you will be able to see the account number, branch and bank reference.
7.- Make your payment and contact us to process the order
Still have questions? Let's talk, we'll be happy to help!
Can I invoice my purchase if I need to?
What can I do if my payment is not authorized?
Gift cards and discounts
Can I use multiple gift cards in one purchase?
What happens if my gift card doesn't work?
We recommend that you verify the gift card code exactly as it is displayed as well as the expiration date.
In case the gift card does not work, you can contact our customer service and we will be happy to assist you.
Can I use more than one discount code on a single order?
Do you offer discounts?
We know you love discounts! That's why during the year on some important civic dates we launch exclusive discounts in our online store.
If you have an active discount code, you can apply it directly on the payment screen.
Please feel free to contact us if you have any problems with your discount code.
Why is my discount code not working?
We recommend that you make sure to enter the code exactly as shown, without spaces or extra characters, so that it can work.
In case your discount code does not work, we recommend that you contact our customer service directly, we will be happy to help you.
Gama Footwear
How does the company's guarantee work?
We are confident that you will love our products, we have a 30-day money-back guarantee in case you have any problems.
Please contact us to check the warranty validity of the products you purchased.
Can I distribute or sell your products?
Success in every company
Join our team of distributors.
If you are interested in being part of our team of distributors or wholesalers, Fabrica de Calzado Gama is looking for you.
Need more help?
Contact us
Service and customer service
support@calzadogama.com
Business enquiries, relations, press and media
support@calzadogama.com
Follow us on our social networks
Facebook: @calzadogamaoficial
Instagram: @calzadogamaoficial
YouTube: @calzadogamaoficial
Head Offices
- Hernandez Alvarez No. 319 San Juan de Dios Neighborhood, Leon, Guanajuato, Mexico 37004
*Calzado Gama is an online business developed, managed and operated by Lavoig.net