Help Desk
Welcome to the help desk, here you can find all the necessary information to answer your questions.
Welcome to the help desk, here you can find all the necessary information to answer your questions.
In case you want to validate the current status of your package, enter the MailAmericas Online tracking.
This tool will allow you to view the instances that have already elapsed and the current status of the package.
If your shipment continues in "Created Order" status, it means that we have not received it yet. We suggest you check with your seller when would the purchase be sent to our warehouse.
Once the warehouse processing is finished, the package is dispatched to the airport to begin its journey to the country of destination.
You will be able to access the online payment of the customs tax by entering your code in the MailAmericas Online tracking. Remember that you must register and pay with a credit card. If the payment is successful, you will receive the receipt in your mailbox.
Contact us, do not forget to include the tracking code of your package.
Customs is a government entity, so its procedures do not depend on MailAmericas. The release of the packages may be affected by the health situation in the framework of COVID-19.
If your package is "Delayed" or "Withheld" in Customs, it may be due to additional inspection controls, which is a normal process. A customs tax payment may also be required. The latter will be notified to you by email with the instructions to follow.
If your package is "Intervened" because it contains prohibited products or incomplete documentary requirements, its distribution will not be possible. If that is the case, we suggest that you contact your seller or purchasing platform in order to obtain a solution.
Delivery times vary depending on the service used.
Remember that the packages are not available for delivery at the branch office. In exceptional cases, this possibility is enabled and notified through MailAmericas Tracking.
Contact your seller to verify this option. It is important that when you make the purchase, you put the correct delivery address.
If you received your package and the product is not the same as what you bought or does not work, you should contact your seller so they can advise you. From MailAmericas we only deliver the purchase to your address and we are not responsible for its content.
In case of receiving the package closed and sealed but without content, we recommend you to contact the purchase platform, which will indicate you the steps to follow. On the other hand, if your package was tampered with, contact us through the contact form, where you can attach images of the status of your package. An Agent will respond to you via e-mail as soon as possible.
Packages are returned when it was not possible to deliver them to the address entered.
Once the package is returned to the warehouse, it is no longer possible to re-dispatch or withdraw it because its return circuit has begun. From here, we advise you to contact your seller.
In this case, you will need to contact your seller and ask them about refund options.
If your order is listed as canceled and you did not request the cancellation, you will need to contact your seller and ask them about refund options.