Table of Contents

Envia.com Frequently Asked Questions

Find the answers to your questions.
*Video Available

General Questions

  • How do I create a label?

    Ready to ship worldwide?

    1. Access our shipping platform: www.envia.com
    2. Sign in or create your account if you're not already registered.
    3. In the Dashboard, click on SHIPMENTS and then on Create Shipment.
    4. Verify that the Origin address is the one that belongs to your company or from where your parcel 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 ship.
    7. Quote with the packages available and choose the best option for you.
    8. Click on Generate and then on Create labels
    9. You will see a message that successfully confirms your generated label with the direct link so you can download it. In this step you can also schedule pickups.
    10. Once downloaded, print it out and paste it on your package.
    Ready! You have already created your label, you can ship it anywhere in the world.
    Create labels

  • How to schedule a pickup

    The pickup of your package is free!

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

    If you choose to ship with LSO, they automatically schedule a pickup to your origin address. It is not necessary to schedule another pickup.
    Schedule Pickup

  • Can I get a refund?

    Yes! You have 20 business days after creating a label to apply for a refund. A refund is authorized in case of: canceling an unused label or in case your package is lost, stolen or misplaced. If the recipient accepts the shipment, 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 business days since you created the label, unfortunately, we cannot offer a refund.

  • 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 or create your account if you're not already registered.
    3. In the Dashboard, click Payments and Billing.
    4. Choose Account status.
    Review your account history per month and review the costs of your shipping labels created 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 or create your account if you're not already registered.
    3. In the Dashboard, click on the Settings icon ->
      4. and in Configurations
    4. Choose Fiscal Data within this section click on add tax data and then fill in the corresponding information and save the changes.
    5. Then go to Recharge History. You will find this section in your dashboard by selecting the payment and billing option and then Billing.
    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 $2,500.00 mxn against theft or loss depending on the amount invoiced.

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

  • What can I do if the selected shipping carrier loses or damages my package?

    1. https://ship.envia.com/MX/configuraciones/tickets


    Redpack
    Estafeta
    Fedex
    Paquetexpress

    Carries available

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


    https://s3.us-east-2.amazonaws.com/enviapaqueteria/uploads/landing/images/Envia_GuiaEmbalaje.pdf

    When you make your shipment we recommend the following:

    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).
    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 with 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.

    Register

  • How to create users for my collaborators?

    We are all a team at Envia Shipping!

    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 Envia Shipping platform:
    Admin:

    • Create Labels.
    • Top up Balance.
    • Schedule Pickup.
    • See Account Statement.
    • See Rates.
    • See Created Labels.
    • See Settings.
    Sales:
    • Create Labels.
    • Top up Balance.
    • Schedule Pickup.
    • See Rates.
    • See Created Labels.
    • See Settings.
    Support:
    • See Created Labels.
    Client:
    • Create Labels.
    • Schedule Pickup.
    • See Created Labels.

Prices and Payments

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

    Our platform is completely free.
    We offer outstanding solutions to create and manage shipments, to quote with more than 14 carriers and ship worldwide.
    You can start creating labels after adding money to your account 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 ship packages?

    The cost of your shipment depends on the service and carrier you select, as well as its fixed or volumetric weight.
    Remember that you can quote with more than 14 shipping carriers 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, after logging in, 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 learn them.

Cancellations and Returns

  • Is it possible to cancel a shipping label?

    Yes, once a label has been created it is possible to cancel it, as long as it has not been used.
    Here are the details of the shipping carriers:

    Fedex: The cancellation is done automatically and the balance is credited to your account automatically.
    Sendex: The cancellation is done automatically and the balance is credited to your account automatically.
    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.
    PaqueteExpress: The cancellation is done automatically and the balance is credited to your account automatically.
    LSO: Cancellations are not accepted if a delivery person has been assigned, the total cost of the shipment will be charged if the shipment is not made.

  • How to cancel a shipping label?

    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.

Pickup

  • What is the cost of the Pickup Service?

    Pickup service is completely free for all users of Envia Shipping

  • How to schedule a pickup

    1. Access our shipping platform: www.envia.com
    2. Sign in or create your account 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 shipping carrier you want the schedule the Pickup with as well as the Date and estimated time.
    6. Remember that pickups can only be scheduled on business days.
    7. Request the pickup to receive your confirmation number.
    You will also be able to see your history of scheduled pickups.

    If you choose to ship with LSO they automatically create a pickup request to your address.

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

    Despite the fact that logistics providers always make their greatest effort to comply with the scheduled pickup dates and times in a timely manner, in some cases due to external causes, timely pickup of packages are not always achieved.

    If this happens, you can reschedule the pickup on our portal another date and time of your preference, since an unsuccessful pickup will not be automatically rescheduled.

  • Recommendations for a successful pickup

    The messengers of the different logistics providers must comply with a large number of pickups on their daily route, so they cannot wait in case of no response at the pickup 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.

    If the shipment is urgent, we recommend taking it directly to a branch office of the selected shipping carrier.

    FedEx branches
    Branches DHL
    Redpack branches
    Branch Express Package

    Sendex branches
    *Important*
    You do not have to make any additional payments after presenting the printed label to the delivery person, you will only have to drop-off you envelope or package.

Safe Shipping

  • Is my shipment insured?

    Of course! In envia.com we automatically insure your shipment for an amount of up to $2,500.00 mxn against theft or loss depending on the amount invoiced.

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

  • Can I add 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.

Prohibited Items

  • Which items are prohibited?

    Each carrier has different shipping policies, however, in this list you will be able to know the items that are prohibited to ship 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.
    8. Glassware and ceramic items.
    Learn which items are prohibited by specific carriers.
    FEDEX
    DHL
    RED PACK
    PAQUETEXPRESS
    UPS
    SENDEX
    CARSSA

  • What happens if I ship 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 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 Envia.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.

LOG IN