Insured shipping

At envia.com, we seek to provide you with the best user experience. That's why we offer you two insurance options to protect your shipments: Envia Insurance and Additional Insurance. By purchasing any of these insurances, you ensure that your shipments will be protected against any eventuality, such as damage or loss.

We have designed our claims process to be as clear, direct and transparent as possible, making it easy for you to resolve any issues that may arise.

Envia Insurance

It is an indemnity that is granted to you in case of damage or loss that your package may suffer, this insurance will be granted by envia.com free of charge.

• All packages shipped with envia.com already include Envia Insurance.
• This insurance indemnifies you for any damage or loss of your packages.
• The compensation will be reflected in your envia balance in your account.
• The maximum indemnity amount and specific details are available on our Terms & Conditions.
• The compensation percentage is variable and determined exclusively by envia.com.

How do I apply for Envia Insurance?

1. Raise a ticket mentioning your issue and submit the following:
   • Package Photos
     • The way it was delivered to the parcel.
     • How it was protected inside the packaging, box, etc.
     • How it was protected on the outside of the packaging, box, etc.
     • How the product arrived at the selected destination.
   • Stamped invoice for the goods with incidence.
     • In order for the indemnification process to be valid, it is indispensable that the date of the invoice to be claimed is prior to the date of shipment, which must not be more than 3 (three) months old.

Once the corresponding documentation has been submitted, it will be analyzed and verified by envia.com, any response will be notified to you by means of the ticket raised by the customer.

Consult how to create a ticket.

Additional Insurance

In case of incidents envia.com offers you its platform to request the Additional Insurance, when you acquire it you will be able to carry out the request process with the package you selected. It is important to mention that envia.com will be an intermediary between you and the package of your choice.

• If you need extra protection, you can opt for our Additional Insurance.
• This insurance provides additional coverage. The cost of additional insurance is subject to the carrier you choose for your shipment. Be sure to consider this when choosing your carrier.
• envia.com acts as an intermediary to facilitate the process and ensure that all your needs are met on time.

How to purchase an additional insurance?

1. Acquisition of additional insurance:
   • When generating the waybill, select the additional insurance option.
   • This option can be found in the additional services section of the user portal at envia.com.
2. Contact with the Support team in case of damage or loss:
   • If your shipment is damaged or lost, please contact our support team.
   • You can do it through the chat of our online platform.
   • It is important to do so within 24 hours of the incident to ensure the effectiveness of your claim.
3. Procedure when contacting us:
   • An advisor will assign you a ticket number.
   • The advisor will tell you what documentation you need to submit.
   • You must submit this documentation within 12 hours so that the courier company can analyze your case in a timely manner.

Considerations

• Please carefully review the shipping policies and restrictions of the shipping company you choose. This will help you avoid any possible problems or misunderstandings in the future.
• Comply with the deadlines and requirements established in order to validate your claim. Remember that a successful claim depends on following these procedures correctly.
• Keep in mind that the deductible payment can vary between 20% to 40% of the total invoice value of your merchandise, this depends on the carrier company you choose. It is important to consider this factor when selecting your carrier provider.

FAQ

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