Help Desk
Welcome to the help desk, here you can find all the necessary information to answer your questions.
TRACKING
CHECK YOUR PACKAGE STATUS
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.
Some shipments are processed in our regional logistics centers (HUBs) before continuing their journey. Don't worry! This is a normal step in the delivery process.
Your package will be shipped to your destination country and delivered directly to your home, complying with the times established by the platform where you made the purchase.
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.
If your payment was declined, we recommend you try another card or contact your issuing bank to authorize the transaction. In many cases, online payments require prior authorization.
Once the bank confirms the authorization, wait 10 minutes and try the payment again.
If the problem persists, please contact our Help Center and include your tracking number. Our Customer Service team will be available to assist you.
At MailAmericas we will make all the necessary arrangements to release your package at customs.
Our goal is that the shipment is released as soon as possible and reaches you as soon as possible.
It is important for you to know that, in some cases, cargo may be subject to review by customs authorities. We will be updating the status in the tracking system as new information becomes available.
If the tracking does not indicate that we need additional action on your part, don't worry: we will take care of the process to keep your package moving smoothly.
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.
Your seller or the platform where you made the purchase established the estimated delivery time of your package.
MailAmericas will deliver your package within that timeframe, so you have nothing to worry about. You will be able to follow all the logistical progress of your shipment through our online tracking system.
MailAmericas will deliver to the address you provided at the time of purchase, either on the platform or with the seller.
In case your package is available for pickup at a branch, you will be able to see the address of the delivery point in our tracking system.
Remember to bring an official identity document confirming that you are the owner of the shipment.
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.
