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Important:
To lodge a complaint to Merkalink.com, you must always mention:
user ID, operation number, and the Estafeta waybill number.
Delays
in the Operation
Delays
in the operation, importation and delivery of a package to Mexico
are generally due to the following: the package has not arrived
to our warehouse, there is some problem at the customhouse (origin,
incomplete documentation, etc), or the Estafeta transport has suffered
a problem (theft, accident, etc.).
You
must follow this steps before sending a complaint to Merkalink.com:
1.
Check if the store has already sent your package.
2. Check if the shipment has been delivered to our office (use
the waybill number given by the store). Tracking addresses: DHL
- Fedex - UPS
- USPS
3. Check Your Account Your
account section, at the Merkalink site to see the status of
your shipment.
4. If the shipment operation has been made, be sure you have the
corresponding Estafeta waybill number (you can check the waybill
number at Operaciones)
5. Check the status of the shipment in the Estafeta Tracking
System
6. If you cannot find your shipment or if you have any questions,
access our Contact page and send us
an explanation request mentioning your personal data or send an
e-mail to Operation
Note:
we cannot process any complaint about shipments that have not been
delivered to our office. Top .
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Service
and/or Tax Charges
The
charges for our handling services are applied according to the tariffs
published in our Prices page. It's
the client's responsibility to be always informed. If you have any
complaint about the weight or charge calculation, send an e-mail
to Customer
services
If
the taxes to be charged exceed the limit established by the client,
we will ask for authorization to go on with the operation and charge.
If the received product causes high taxes (compensatory rates for
China, for example), we will notify the client and ask for his authorization
via e-mail.
If
there is any complaint about the taxes charged, please go to the
Importation page, or send an e-mail
to Operation
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Loss
or Damage in Packages
Once
the packages have been delivered to Estafeta, this enterprise is
no longer responsible for their delivery. If there is any loss or
damage of packages in transit, you must contact Estafeta
for any explanation. Always make an electronic
tracking before sending a complaint.
Merkalink.com
is responsible for the packages received and stored in the warehouse
before they are delivered to Estafeta. In case of loss of a package
in our warehouse you must send a loss or damage complaint to Customer
Service.
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Insurance
Claim
The
optional insurance covers the transportation of the merchandise
to Mexico. You must ask for the payment of the insurance for a lost
or damaged package sending an e-mail to Customer Service, specifying
the package and delivery data (operation number and waybill number)
and the reason of the claim. If the claim proceeds, we will go on
with the corresponding payment. See Optional Insurance Terms at
the prices page, and at Estafeta
Adhesion Contract
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General
Explanations
For
general explanations please access our contact page or use the following
mail addresses:
Complaints,
Insurance, Explanations: Customer
service
Delays,
Laredo Operation: Operation
Mailbox
Complaints: Mailbox Operation
Tracking:
Merkalink Support
or Estafeta Tracking
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Terms
of Transportation
Merkalink
makes all its deliveries with its business partner, Estafeta Mexicana.
The terms and limitations of products' transportation are specified
in the Estafeta Mexicana Adhesion
Contract de adhesión. Merkalink.com is the one who hires
the Estafeta service. All complaints to Estafeta must be lodged
through Merkalink.com
See
our Importation y Transportation
page
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Delivery
Return
The
delivery return may be caused by some of these reasons: the product
cannot be imported, the product is damaged or incomplete, or the
client does not accept the importation. In any of these cases, Merkalink
can return the merchandise to its origin, charging the cost of delivery
and a handling tariff
Once
the product has been delivered to Mexico or if it is in transit
with Estafeta, it cannot be returned. In these cases, the return
is the client's responsibility. If you have any doubt, write to
Customer
Service
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