What is a programmed frequency?
A programmed frequency refers to the specific day or days in which deliveries take place in difficult to access locations.

At what time will my shipment be delivered?
For Next Day, 2nd Day and Ground Services, an open delivery schedule applies from 9:00 to 18:00 hrs.
7:45, 9:45 and 11:30 Services will be delivered as their name indicates.

I lost my waybill number, is it possible to track my shipment by sender’s name?
No, the system only accepts two options to track a shipment: by Waybill Number or by Tracking Code.

There is no information about my shipment. Why?
Your Tracking Number may be incorrect. Or your shipment has not been dropped at any Estafeta office yet.
It is not registered in our system yet.

My shipment is already at its destination and I need it as soon as possible. May I pick it up at your office?
For the security and control of all shipments, the scheduled delivery process cannot be altered. If your shipment is already at its destination locality, wait for its delivery at the scheduled time according to the solicited service.

Shipments can only be picked up at Estafeta offices if the sender instructed so when soliciting the service, or after 2 delivery attempts at recipient’s address.

I may be at work when my shipment arrives and nobody else can receive my shipment at my home. Could you send it to my office or any other address?
No. Our delivery procedures only allow shipment delivery at the address specified by the sender. If after 2 delivery attempts the shipment could not be delivered, then the recipient can request to pick it up at any Estafeta office of his/her choice.

Estafeta staff tried to deliver my shipment today, but there was nobody at home to receive it. May I pick it up at Estafeta’s office?
No. Our delivery procedures dictate 2 delivery attempts; tomorrow we will try to deliver your shipment again. If shipment delivery fails, you can pick it up at any Estafeta office you request the day after tomorrow and within 5 working days.

My address is correct but my shipment was not delivered. Why?
Further address references might be needed, or street numbers are not consecutive, or specific address instructions are missing such as area, suite or apartment number, building story, or any other.

It appears that my shipment was not delivered because of a demonstration traffic obstruction, but there wasn't any nearby home. Why this happened?
Sometimes, demonstration traffic obstructions seriously affect vehicle transit, resulting in delivery delays. If that is the case, your shipment will be delivered the following working day.

It appears as if nobody lives at my home address, but I have been here at home every day. What could be happening?
The street number could be duplicated or the sender did not specify any suite or apartment number.

My shipment seems to be opened, should I receive it?
Yes, you have to receive it in order to verify that its contents are complete. If something is missing you must call 01 800 ESTAFETA (37 82 33 82) to report it.

How many delivery attempts are made?
Two delivery attempts are made at recipient’s address. If the second delivery attempt fails, the recipient can pick it up at the Estafeta office of his/her choice within the following 5 days.

Shipment delivery was instructed to be done at my address but it appears as Hold for Collection? What can I do?
Verify that Mandatory Collection does not apply to your ZIP code/Postcode. If Mandatory Collection does not apply, request the prompt delivery of your shipment by getting a Tracking Order at Estafeta’s website or calling 01 800 ESTAFETA (37 82 33 82).

How can I request to pick up my shipment at Estafeta's offices?
The Sender can instruct a Hold for Collection mode when he/she requests the shipping service.
The recipient can request picking up the shipment at any Estafeta office after the second delivery attempt or when the address provided was impossible to reach due to incorrect or incomplete address information.

Is it possible to correct recipient’s address when that information is incorrect?
Yes, but you have to wait until a delivery exception is registered in our system, that is, after normal delivery was impossible to complete.

In which cases should I get insurance for my shipment?
When your shipment´s value is higher than 30 minimum wages (Mexican pesos) is recommended to get insurance for your shipment.

There is no information in your system regarding my shipment. Why?
There could be different reasons:
-Shipping has not been made yet.
-Shipment has just been delivered or picked up and the information has not been updated in the system.
-Barcodes in the physical waybill may be damaged and it could not be read.
-A problem might have occurred when the waybill was read, during data transfer, or during data update in the system.

What should I do if there is no information about my shipment in your system?
Follow these steps:
1.Check that you have the correct Waybill Number.
2.Verify that the person who ordered the shipment actually did.
3.Wait 6 hrs before tracking your shipment again.
4.If none of the above solves the problem call our Customer Service Center or request a Tracking Order using Estafeta’s website internet.

What is a Tracking Order?
A Tracking Order is a formal request to track and trace a shipment that for any reason has not been delivered within the warranty period.

During which hours can I request a Tracking Orders?
Monday to Friday from 9:00 am to 6:00 pm.

Why do I need a Waybill Number to request a Tracking Order?
The Waybill Number is the main reference data to track a shipment in our system.

How do I request a Tracking Order if I do not have a Waybill Number?
In this case, you will have to contact the person or company that ordered the shipping service to get the Waybill Number.