If your order has no tracking updates, you can submit an inquiry from your account by clicking the ticket icon located in the bottom-right corner of the screen, as shown in the image below:
When you click on the Send us a message option, you will be redirected to a new screen.
From there, you will need to select a reason related to your inquiry:
If you wish to inquire about Shipments, Returns (Reverse Logistics), or Pickups, by entering your tracking number and then writing your message, the inquiry will be sent directly to the logistics operator.
If your inquiry relates to Insurance, Credits & Administration, Questions about Envíopack, or Commercial Inquiry / Support, it will be handled by our customer service team.
For every inquiry submitted, a ticket ID is generated (e.g., #111000) so you can identify and track each case.
In all cases, the first response time is 24 to 48 business hours. Resolution times will depend on the nature of your inquiry and the area where the corresponding delivery needs to be managed.
If you have any questions, you can reach us through your Intercom ticket system. We're here to help!