Transparency and response to any inconvenience
Your peace of mind is our priority
According to the service contract, the corresponding indemnification will proceed when the generated report has been concluded for any of the following reasons. All indemnification procedures must be carried out by the sender.
Loss
Theft
Fortuitous event*
Shipment damaged or not recovered
Destruction
Route robbery*
*Only if Optional Insurance contracted.
Agility in the response
Follow the steps of our compensation process to get a quick and transparent response on the compensation process of your shipment.
*The entire process is carried out with the sender.
Report
flag_circle- If your shipment is damaged or stolen, you must report it within 2 business days (M&P) / 8 business days (LTL) from the date of delivery.
- For all other reasons, you have 30 calendar days from the date of pickup.
- If you notice any problems when you receive your shipment, please take photos of the closed box and the inside when you open it. This allows us to act quickly and efficiently.
Documentation
ads_clickIn order to proceed with your claim for compensation, we will need you to provide us with all necessary documentation.
This includes, but is not limited to, the invoice for the contents and proof of shipment. This stage is essential to verify the value and nature of the shipment.
Evaluation and Resolution
ecg_heartOnce we receive your documentation, we will proceed to evaluate your case in detail. Our team will work to offer you a fair solution, either through repair, replacement, or financial compensation, as appropriate.
Compensation will not proceed in case of: Theft en route without optional insurance, prohibited item or bad packaging.
Customer Response
event_repeat Insured Shipments
Payment will be made at the value declared in the invoice without VAT, minus 20% deductible.
Once the correct and revised documentation is received, it is shared with the insurer and payment is due in 15 working days.
box_add Uninsured Shipments
Payment will be made up to a maximum of 30 (thirty) times the Updated Measurement Unit (UMA). (Clause 6, Estafeta Service Contract).
Once the correct and revised documentation is received, it is shared with the insurer and payment is due in 15 working days.
Frequently Asked Questions
Contact our customer service center at 55 52708300 or 800 (3782338) or use our online platform to generate a service report.
You will need to provide the invoice for your shipment, proof of delivery and any other documentation relevant to your case.
You have up to 2 business days after delivery to report breakdowns or theft and up to 30 calendar days for other incidents.
We will evaluate your case, request additional documentation if necessary, and proceed with resolution.
We offer compensation in cases of loss, damage, theft, and other scenarios covered by our policies.
For insured shipments, it is based on the declared value; for uninsured, our standard compensation policy is followed.