The courier service is designed to make two (2) delivery attempts to the specified address. The subsequent delivery will be made in accordance with the instructions provided in the resolution of the incident.
IMPORTANT: Claims for non-compliance with the two-attempt delivery service will NOT be accepted in the following circumstances:
- Delivery Incident Not Resolved: When the shipment presents a delivery incident on the first attempt, and such incident is not resolved within forty-eight (48) hours of notification.
- Return by Sender's Request: When the shipment has been returned to origin at the request of the sender (store) with only one delivery attempt.
- Exceeded Delivery Attempts: When the shipment records more than two (2) delivery attempts made within the established business hours (8:00 am to 2:00 pm and 3:00 pm to 6:00 pm). It is important to take into account that not all geographic areas offer coverage for deliveries in the second schedule.
- Availability of Collection: When, after the first delivery attempt, the package is available for collection by the recipient in a delegation, office or collection point (parcelshop).
IMPORTANT: In compliance with the terms and conditions established for the handling of claims for Non-Compliance with the Two Attempt Delivery Service, no requests will be accepted for shipments whose date of shipment exceeds Sixty (60) days from the date of shipment.
If your claim is approved under the stipulated conditions, the credit will be reflected in your virtual wallet during the first 15 working days of the following month.