What is a Pre-Guide?
It is a formal request to schedule your shipment to have it properly collected and provide the required service.

What are the business hours to request a Pre-Guide?
These are: Monday – Friday from 8:00 to 15:00 and Saturday from 8:00 to 12:00.

How can I ask for the electronic invoice?
Dial 01800-01111-10 or 81-25-11-11 in Monterrey to contact our CUSTOMER SERVICE and ask for your electronic invoice via e-mail..

What time/day is the delivery made?
Delivery days and times vary depending on the service and the final destination, within 24 hours shipment on regular terms.

Does the delivery time vary if the shipment is made on weekends or holidays?
We will gladly organize the transport of any shipment for you regarding its size or weight. Extra charges apply in every shipment containing one or more packages that exceeds 2.20mt tall or 5mt long (7 feet tall or 15 feet long).

How can I track my shipment?
You can track your shipment online in our Website www.exxprezo.com , calling to our Customer Service 01800-01111-10 or in Monterrey 81-25-11-11

What is the maximum size I can ship?
Estamos encantados de organizar el transporte de cualquier envío para usted, independientemente de su tamaño o peso. Los recargos se aplican para cualquier envío que contenga uno o varios bultos que no excedan 2.20 mts. Altura ó 5 mts. de Largo.

How can I pay?
An EXXPREZO account is highly recommended if you frequently ship goods. This can help you save money by paying the invoice through a pre- authorized credit. Less frequent shipments can be paid in cash. Moreover, in both cases the payment can be done at the shipment’s final destination.

Where can I complain if my shipment has been lost or damaged?

Lost
iIf you think your shipment is lost, the first thing to do is to contact our COSTUMER SERVICE. If they cannot find it, then a formal complaint may be made by filling a form and presenting it together with the documents as requested by EXXPREZO.

Lost parts or incomplete package
If your shipment is empty or some packages are missing the first thing to do is contact our COSTUMER SERVICE to proceed with the tracking. If they cannot find it, then a formal claim must be made by filling a form and presenting it together with the documents as requested by EXXPREZO. Furthermore, EXXPREZO holds the right to check, double check, or recover any shipment when evaluating or solving a claim of missing, hence all packages and their content must be withhold until the complaint is solved. All inspections must be carried out within the delivery service location due to the addressee’s lack of formality in order to make the proper register of the detected missing part (s).

Damaged
EXXPREZO holds the right to check, double check, or recover a shipment of any value when evaluating or solving a complaint, therefore, all the packages and its content must be withhold until the claim is solved. All inspections must be carried out within the delivery location and documented with photographs. The receipts are necessary for both the delivery process and to begin the claim process. Please contact our COSTUMER SERVICE to start the damage claim process.
*For this process EXXPREZO is subjected to the Merchandise Insurance Policy.


When will my shipment/parcel be delivered?
Next Day delivery before 14:00 hours. International deliveries take 2 days plus an additional cost in deliveries after 18:00 hrs. and before 7:00 hrs.

My shipment has arrived to the destination city and it is urgent. Can I pick it up in your offices?
In order to have a better control and for security reasons, you will need the tracking number and an ID (from the person who is picking up the package). The shipments are only delivered in our offices upon request, for example, when it is marked as Urgent by the addressee.

I was not at home when my shipment was delivered. Can I collect it in your office?
Yes you can. According to our delivery process after the 2nd delivery there is an extra-charge.

My package has arrived and it is opened. Should I receive it?
Yes, you should. You need to check that all its content is complete. Otherwise, you must contact our COSTUMER SERVICE (01 800 01111 10) the same day to report this situation.

Can I correct the delivery address in case there is a mistake?
Yes. However, you must make sure to check the guide as soon as you get it and before 24hrs.

Do I need a shipment insurance?
It is highly recommended for valuable shipments.

I do not have my tracking number. Can I track my shipment with the addressee’s name?
Our website only allows to browse using the tracking number, but in case you do not have it, you can contact our COSTUMER SERVICE.

What can I do if there is no information of my shipment on the internet?
- You may have the right/wrong tracking number.
- The sender/ addressee’s may not have brought the shipment to our offices.
- If this does not solve your problem contact our COSTUMER SERVICE.

How many days do I need to schedule a delivery via self-service CITA or CEDIS?
When requesting our service CITA you should schedule it no less than 48 hours before your programmed appointment (CITA). Or you can check it with our COSTUMER SERVICE.

Can my Merchandise be ready for delivery a week before on the destination and request a storage service?
Yes, we also provide warehouse service plus an extra-charge according to our price list.
To ask for prices call our COSTUMER SERVICE 01800-01111-10 or in Monterrey 81-25-11-11.