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Envia.com Frequently Asked Questions

We give you the answer to your frequently asked questions.
*Video Available

General Questions

  • How do I generate a guide?

    Ready to ship anywhere in the world?

    1. Access our shipping platform: www.envia.com
    2. Sign in with your user or create your account quickly and for free if you're not already registered.
    3. In the Dashboard, click Generate guide
    4. Verify that the Origin address is that of your company or from where your order will be sent.
    5. In the Destination section, enter the address where your order will be delivered.
    6. In shipping information select the default or add a new configuration with the corresponding measurements and weight of the package you will send.
    7. Quote with the packages available and choose the best option for you.
    8. Click on Generate and then on Generate guide
    9. You will see a message that successfully confirms your generated guide with the direct link so you can download it. In this step you can also schedule pickups.
    10. Once downloaded, print it out and put it in your package.
    Ready! You have already created your guide, you can send it anywhere in the world.
    Generate Guides

  • How to schedule a pickup?

    The collection of your shipment is free!

    1. Access our shipping platform: www.envia.com
    2. Sign in with your user or create your account quickly and for free if you're not already registered.
    3. In the Dashboard, click Pickup
    4. Capture the Origin Data, that is, where your package will be collected.
    5. Choose the Parcel you want to make the Collection, as well as the Date and estimated time.
    6. Remember that collections can only be scheduled on business days.
    7. Request the collection to receive your confirmation number.
    You will also be able to see your history of scheduled collections.

    If you choose to send with Quiken, 99 Minutos or Ivoy, they automatically generate the collection to pass through the packages to your address. It is not necessary to schedule a collection.
    Schedule Pickup

  • Can I get a refund?

    Yes! You have 20 days to apply our refund policy! Envia.com offers you a refund policy within 20 business days from when you generate a guide. Applies in case of canceling a guide, as long as it has not been used or for lost, stolen or misplaced packages. If the recipient accepts the shipment without noting or qualifying on the delivery receipt, it will be understood that the shipment was delivered in good condition.

    As we work with multiple providers, we have to verify with the carrier their current terms and conditions which may be subject to change without prior notice.

    If it has been 20 days since you generated the guide, unfortunately we cannot offer a refund.

  • What is the procedure to make a return?

    In case of having a lost, stolen or damaged shipment and you require a return, it is important that you send us an email to [email protected] explaining the situation in detail, along with the following information:

    Guide done.
    Proof of the cost of the package.
    Product invoice.
    Contracted insurance (Important to review insurance guarantees).

    We appreciate that any support document is attached to help us streamline the process. Our customer service area will keep in contact with you to solve any detail.

  • How can I see my Account Statement?

    Con envia.com know in detail the movements of your account.

    1. Access our shipping platform: www.envia.com
    2. Sign in with your user or create your account quickly and for free if you're not already registered.
    3. In the Dashboard, click Payments and Billing.
    4. Choose Account status.
    Here you can see the history of your account per month and check the costs of your guides generated on our platform. You can also export your account statement in different formats.
    View my account statement

  • How can I get an invoice?

    Super simple!

    1. Access our shipping platform: www.envia.com
    2. Sign in with your user or create your account quickly and for free if you're not already registered.
    3. In the Dashboard, click on the Settings icon and click See settings.
    4. Choose Invoice details and fill in the corresponding information and save the changes.
    5. Then go to Recharge History.
    6. Choose the Top Up you want to Bill and Generate it.
    7. Wait a few seconds and refresh the page to view and / or download it.
    Invoices

  • Is my shipment insured?

    Of course! In envia.com We automatically insure your shipment for an amount of up to $ 2500.00 mxn against theft or loss depending on the amount invoiced.

    This assurance is limited to items approved to be transferred by logistics providers and does not cover prohibited items.

  • What do I do if the selected parcel loses or damages my shipment?

    In the unlikely event that a parcel loses or damages your shipment, we will have to file an insurance request with it. In order for this request to be accepted, we recommend:

    1. Take photos of the item and its packaging before delivering it to the parcel.
    2. Ask the courier to sign a copy of the shipping label as soon as you pick it up or deliver it to a branch. (To have evidence that the parcel received your shipment)
    3. Protect the content of your shipment in an appropriate way.
    4. Most parcels offer guides on how to pack so that a shipment is not damaged in transit.

    You can find some guides here:
    DHL
    Redpack
    Estafeta
    Fedex
    Paquetexpress

    *Important: *Important:

  • What are the recommendations to prevent my package from being damaged during shipping or if it is lost?

    When you make your shipment we recommend the following:

    1. Take photos of the item and its packaging before delivering it to the parcel.
    2. Ask the courier to sign a copy of the shipping label as soon as you pick it up or deliver it to a branch. (To have evidence that the parcel received your shipment).
    3. Protect the content of your shipment in an appropriate way.
    Most parcels offer recommendations on how to pack so that a shipment is not damaged during transport, check the official page of the parcel you have chosen.

Users and Accounts

  • How do I create my account envia.com?

    1. Access our shipping platform: www.envia.com
    2. Click on Log In and in Create your customer account here.
    3. Add your company and your default information.
    4. Do not forget to answer how many shipments you make to provide you with the best personalized service.
    5. Similarly, it is important for us to know how you found out about our platform.
    6. Accept the terms and conditions and Create your account.
    7. Successful registration! An email with the activation link will be sent to your email.
    8. Check in your email and activate your account.
    9. You can then go to Administrative Panel.

    Registry

  • How to create users for my collaborators?

    We are all a team at Env.com!

    1. Access our shipping platform: www.envia.com
    2. Log in with your Administrator username.
    3. In the Dashboard, click on the Settings icon -> See settings.
    4. Select Users -> Create Users. There you can add new, assign role and modify existing users.
    Remember that there is no user limit and that you must be the Super Admin user to have access to this configuration.
    Configurations

  • What are the roles and permissions that users can have?

    To improve management within your company, you can assign roles and permissions to your users who use the sends.com platform:
    Admin:

    • Generate Guides.
    • Top up Balance.
    • Generate Collection.
    • See Account Statement.
    • See Rates.
    • See Generated Guides.
    • See settings.
    Sales:
    • Generate Guides.
    • Top up Balance.
    • Generate Collection.
    • See Rates.
    • See Generated Guides.
    • See settings.
    Support:
    • See Generated Guides.
    Client:
    • Generate Guides.
    • Generate Collection.
    • See Generated Guides.

Prices and Payments

  • How much does it cost to use Envia.com?

    Our platform is at the service of all companies and online stores, its use is completely free.
    We offer you comprehensive solutions to manage your shipments, quote with more than 14 packages, send worldwide and much more.
    You can make your shipments by recharging made with any of our payment methods.
    Don't forget that we have the best business and personalized plans for you.

  • How much does it cost to send packages?

    The cost of your shipments will depend on the service or parcel you select, as well as its fixed or volumetric weight.
    Remember that you can quote with more than 14 packages and choose the best option for you.

  • How can I top up my account?

    There are two easy ways to do it!
    Since Recharge balance

    1. Access our shipping platform: www.envia.com
    2. In the Dashboard, with your session active, go to Payment and billing.
    3. Choose Top up Balance.
    4. Then choose the payment method to recharge.
    5. Add the amount you want to top up.
    From the Main Dashboard
    1. Access our shipping platform: www.envia.com
    2. In the Dashboard with your active session, click where the figure in pesos of the Current Balance appears.
    3. Then choose the payment method to recharge.
    4. Add the amount you want to top up.
    Your recharge is reflected automatically! From the upper right side you can see your current balance.

    We recommend you to recharge on business days: Monday to Friday from 9AM to 6PM.

    Recharge balance

  • What are the payment methods that I can use to top up?

    To top up your balance you have different options available on our platform:

    1. Debit and Credit Card: Master Card, VISA and American Express cards apply.
    2. Electronic transfer: Through STP with your clabe account.
    3. Paypal.
    4. Oxxo.

  • Can I get a better rate for my shipments?

    Of course! You can get a personalized rate depending on the volume of shipments you have monthly. Communicate with your Sales Executive to know them.

Cancellations and Returns

  • Is it possible to cancel a guide?

    Yes, once a guide has been generated it is possible to cancel it, as long as it has not been used.
    We share in detail what happens according to the selected package:
    Fedex: The cancellation is done automatically and the balance is credited to your account.
    Sendex: The cancellation is done automatically and the balance is credited to your account.
    Redpack: The cancellation is done automatically, the balance may take up to 10 business days to be credited to your account.
    DHL: The cancellation is done automatically, the balance may take up to 10 business days to be credited to your account.
    Express Package: The cancellation is done automatically and the balance is credited to your account.
    99Minutos / Quiken / iVoy: Cancellations are not accepted if a delivery person is assigned, the total amount of the shipment will be charged if it is not made.

  • How to cancel a guide?

    1. Access our shipping platform: www.envia.com
    2. Log in with your username.
    3. In the Dashboard, click Guides.
    4. Locate the guide you want to cancel and click on the icon .
    5. A message will appear to confirm the cancellation.

  • In case of theft or loss, what happens?

    You have 20 days to apply our refund policy.
    Envia.com offers you a refund policy within 20 business days from when you generate a guide. The refund applies to lost, stolen or misplaced packages. If the recipient accepts the shipment without noting or qualifying on the delivery receipt, it will be understood that the shipment was delivered in good condition.
    As we work with multiple providers, we have to verify with the carrier their current terms and conditions which may be subject to change without prior notice.
    If it has been 20 days since you generated the guide, unfortunately we cannot offer a refund.

  • What is the procedure to make a return?

    In case of having a lost, stolen or damaged shipment and you require a return, it is important that you send us an email to [email protected] explaining the situation in detail, along with the following information:

    1. Guide done.
    2. Proof of the cost of the package.
    3. Product invoice.
    4. Contracted insurance (Important to review insurance guarantees)
    We appreciate that any support document is attached to help us streamline the process. Our customer service area will keep in contact with you to solve any detail.

Pickup

  • What is the cost of the Collection Service?

    Service Pickup It is totally free for all users of env.com

  • How to schedule a pickup?

    1. Access our shipping platform: www.envia.com
    2. Sign in with your user or create your account quickly and for free if you're not already registered.
    3. In the Dashboard, click Pickup
    4. Capture the Origin Data, that is, where your package will be collected.
    5. Select the parcel you want to make the Collection as well as the Date and estimated time.
    6. Remember that collections can only be scheduled on business days.
    7. Request the collection to receive your confirmation number.
    You will also be able to see your history of scheduled collections.

    If you choose to send with Quiken, 99 Minutos or Ivoy, they automatically generate the collection to pass through the packages to your address.

  • What to do in case my scheduled collection does not take place?

    Despite the fact that logistics providers always make the greatest effort to comply with the scheduled collection dates and times in a timely manner, in some cases due to external causes (vehicular traffic, incidents, route scheduling, collection volume, road accidents, etc. .), timely collection of shipments is not achieved in 100% of cases.

    If this happens, you can schedule again for free on our portal another date and time of your preference, since an unsuccessful collection will not be carried out for the next business day and it will be necessary schedule again.

  • Recommendations for a successful harvest

    The messengers of the different logistics providers must comply with a large number of collections on their daily routes, so they cannot wait in case of no response at the collection address after a reasonable time.

    We recommend being attentive to the arrival of the courier and having the envelope or package ready to deliver it properly closed with its label already attached.

    In case the shipment is urgent, we recommend taking it directly to a branch of the selected logistics provider.

    FedEx branches
    Branches DHL
    Redpack branches
    Branch Express Package

    Sendex branches
    *Important*
    By presenting the printed guide (label) in the store or branch of the parcel company, you will not have to make any other additional payment, you will only have to deliver your envelope or package with them to be sent to its destination.

Safe Shipping

  • Is my shipment insured?

    Of course! In dispat.com we automatically insure your shipment for an amount of up to $ 2500.00 mxn against theft or loss depending on the amount invoiced. This assurance is limited to items approved for shipment by logistics providers and does not cover prohibited items.

  • Can I take out additional insurance?

    Yes. To contract additional and exclusive insurance from that provided by envia.com, the user must insure their shipment for the desired amount up to $ 99,999.99 mxn, which must be contracted directly with the selected logistics provider to make your shipment.

  • What do I do if the selected parcel loses or damages my shipment?

    In the unlikely event that a parcel loses or damages your shipment, envia.com is responsible for following up on your case.
    To do so, it is important to:

    1. Have the original invoice or copy of the products sent (This is a requirement of all insurers to avoid fraud).
    2. Have the guide number.
    We are here to help you!

Prohibited Items

  • What is the list of prohibited items?

    Each parcel has different shipping policies, however, in this list you will be able to know the items that are prohibited to send through our system.

    1. Foreign lottery tickets or announcements.
    2. Hazardous materials and waste, unless authorization is obtained from the competent authority.
    3. Psychotropic and narcotic drugs, unless their possession or transfer is lawful in accordance with the applicable legal provisions.
    4. Firearms and explosives.
    5. Animals or perishable, that do not comply with adequate hygiene and safety conditions.
    6. Money or bearer or negotiable credits.
    7. Any other product that does not have the specific permission or is restricted by some law.
    Know the restricted or prohibited items according to the package you choose.
    FEDEX
    DHL
    RED PACK
    PAQUETEXPRESS
    UPS
    SENDEX
    CARSSA
  • What happens if I send a prohibited item?

    Envia.com does not audit your shipments or manipulate them, so in the event that a prohibited material or article is found, the package will be retained and envia.com It will not be responsible for the detention, delay, or destruction of the same and neither will it apply a refund or the insurance that was acquired for breaking with the policies of Enviro.com so remember that you are solely responsible for the material that is sent.

    A prohibited item may be retained and even destroyed. There are items that cannot be transported through our services.

    These are objects whose circulation is not allowed in accordance with applicable national or international laws for reasons of safety, public health, general utility and protection of the service.

    In the event that it is collected, the carrier can retain the merchandise at any national or international point, waiting for the customer to collect it by his means, in this sense envia.com You will not be able to collaborate in the resolution of the incident, since none of the companies that the search engine publishes admit this type of article. Envia.com will charge the shipping contractor any additional expense that may generate this type of incident (storage, destruction in a clean point, etc.).

    Envia.com will not accept claims for delays in deliveries or any derivative expense that may involve the retention of the merchandise, or even the destruction of it.

    In addition to the items listed, both prohibited and excluded from insurance coverage, each transport agency may have its own limitations added to those already mentioned, so we recommend reviewing the general conditions of service of the chosen carrier package.