Envia Insurance
Envia Insurance is a service you can turn on when you generate your shipping label. It helps you recover part or all of the declared value of your package if it is damaged, arrives incomplete, or does not arrive at its destination.
If you purchase Envia Insurance, you can get a reimbursement:
- Up to 100% of the declared value if your package is damaged, arrives incomplete, or is lost.
- You can turn on the service with a single click, when you generate your label.
- The reimbursement applies only if you can prove the value of the contents.
Turning on Envia Insurance
Section titled “Turning on Envia Insurance”You can purchase Envia Insurance by paying an additional fee on top of the label price during checkout. This amount is determined based on the declared value of the package and its contents.
Follow these steps when you generate your label on Envia.com:
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Sign in to your account and click Create label.
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Complete the shipment origin and destination fields.
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Enter the package dimensions and weight.
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Turn on Envia Insurance.
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Enter the declared value of the contents in your local currency.
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Finish purchasing the label.
Situations covered by Envia Insurance
Section titled “Situations covered by Envia Insurance”Envia Insurance coverage is activated in the following situations:
- Physical damage to the package contents (breaks, dents, spilled liquids).
- Receipt of incomplete packages.
- Total loss of the package due to theft or misplacement.
Requirements to request a reimbursement
Section titled “Requirements to request a reimbursement”To start the request, open a ticket in Tickets. Choose the type that matches: Damaged package, Lost package, or Product theft. The steps are in Create a ticket.
Depending on the type of incident, you should have:
- Product invoice issued by the SAT or tax authority.
- Lettered sales note, purchase receipt, or other evidence of the real value of your product.
- Official report issued by the carrier in cases of theft, misplacement, or incidents.
- Customs documentation when applicable.
Reimbursement conditions and limits
Section titled “Reimbursement conditions and limits”Envia.com’s liability is limited to the amount declared per shipment, with a maximum of $5,000.00 USD*(or its equivalent in local currency)*. The reimbursement amount will be the lesser of the declared value and the value proven on the invoice, not including VAT or other additional expenses.
- Valid sales receipt to the end customer → 90% of the declared value
- Purchase receipt from the supplier → 100% of the declared value
In cases of partial damage, the following percentages apply:
- Slight cosmetic damage → 25% of the declared value.
- Moderate or functional damage → 50% of the declared value
- Irreparable damage → 100% of the declared value
Steps to report an incident and request the reimbursement
Section titled “Steps to report an incident and request the reimbursement”-
Inspect the package when you receive it. If you see damage or missing items, take photos and/or video of the packaging and the contents.
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Keep your tracking number and receipts (product invoice, shipping payment, evidence).
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Open Tickets and press Report incident. If the label already appears in Incidents, start from that row.
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Choose the matching type and attach:
- Photos or video of the damage.
- Tracking number.
- Product proof (invoice, receipt).
- Proof of insurance payment.
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Press Submit evidence. An Envia agent responds within a maximum of 48 business hours.
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If your claim is approved, you will receive the reimbursement according to the applicable percentage.
Cases not covered by Envia Insurance
Section titled “Cases not covered by Envia Insurance”- Items prohibited by the carrier.
- Used, like-new, or collectible items that have been handled.
- Electronic devices such as cell phones, tablets, laptops, and computers.
- Specialized medical equipment.
- Products without documentation proving their legal entry into the country.
- Packages with insufficient or inadequate packaging.
- Cases of willful misconduct, fraud, or bad faith by the user.
- Damage or losses resulting from government inspections or customs procedures.
- Official documents or items related to legal or private procedures.
Important notes
Section titled “Important notes”- If you do not declare the package value or cannot prove it with valid documents, you will not be able to access coverage.
- The reimbursement only applies if the incident is reported within 48 business hours after delivery.