What are the steps to issue a Claim?

Claims must be done by the Sender without any exception.

  • To issue a claim, send a claim letter with your complete information: Name, Address, Phone Number, Waybill Number and Email to Estafeta
  • To our Costumer Service Email servicioaclientes@estafeta.com
  • By Fax, 52 70 83 02 or 01800 37 82 33 82, once you dial, select option - 6 -.
  • To any of our Offices under the collective account 4001124.

Delivery Time Warranty

If your shipment was not delivered on time according to the purchased service and Estafeta is liable for the delay, we will offer you a shipping service of the same price, free of charge (Estafeta Service Agreement, Clause 6).

The claim must be issued within the following 20 days from shipment delivery.

  • If your claim is valid, we will send you a Courtesy Waybill; if the claim is not applicable, we will send you an explanation letter via e-mail or mail.
  • We will answer you claim within 1-2 working days.

In what circumstances Warranty does not apply?

  • When the ordered service does not have coverage for the destination ZIP Code/Postcode.
  • When Estafeta is not liable for the delay.
  • When the Waybill shows incomplete or incorrect information for delivery.

Compensation

Loss or theft during shipping

When all tracking options have failed and the shipment is considered lost or stolen during shipping, we will notify customer so he/she can issue a claim within the following 20 days.

In what circumstances Compensation does not apply?

  • When goods contained in the shipment are cited in our list of forbidden goods.
  • Stolen goods during shipping will only be compensated if they were insured.

Damaged or Missing Parts

If during delivery, the shipment shows damage or missing parcels, please report it immediately (Estafeta Service Agreement, Clause 9). Request a Tracking Order at www.estafeta.com or call 01 800 ESTAFETA.

In what circumstances Compensation does not apply?

  • When the shipment shows inadequate packing.
  • When goods contained in the shipment are cited in our list of forbidden goods.

Compensation Payment Proceeding

  • Once a claim is issued, wait for a confirmation letter from Estafeta regarding the incident: Loss, theft during shipping or missing parts.
  • Deliver the following documentation to any Estafeta office under the collective account 4001124.
  • Claim letter.
  • Estafeta invoice.
  • Invoice(s) of the good(s) in question.
  • Original Insurance Policy (when optional insurance was chosen).
  • Copy of the Waybill or Delivery Manifest (when possible).
  • A copy of an Official ID.

Compensation Amount

  • If the shipment was not insured, the maximum amount covered for compensation is 30 times the current minimum wage in Mexico City (Estafeta Service Agreement, Clause 5).
  • If the shipment is covered by the optional shipment insurance, the insurance company will determine the amount to be compensated taking into account the deductible stated in the policy.

Compensation Payment

  • When the compensation amount is up to 30 minimum wages (Mexico), a check will be issued within 5 working days after documentation receipt confirmation.
  • When the optional insurance compensation applies, a check will be issued within 20 working days after documentation receipt confirmation.
 
 
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