Shipping policy

1. Scope

The following rules apply to Cuba Envios goods shipments to Cuba; travel services and procedures are governed by their own conditions. Each shipment is contracted with Cuba Envios, which confirms the price, timeframe, and conditions in writing. Delivery at destination is performed by the operation's delivery network on the island. This version of the site is informational and for contact purposes: it does not register shipments or recipients, does not charge amounts, and does not open customer accounts.

2. Shipping options

Air shipping — Goods travel by air in consolidated lots. This is the usual option for documents, gifts, and personal packages, balancing timeframe and cost.

Sea shipping — Goods travel in containers by sea, intended for large volumes and cargo without urgent delivery: a longer timeframe and a lower cost per kilogram.

Express shipping — Goods travel as an urgent shipment, with priority at each stage. The fastest option, recommended when there is a deadline or a time-sensitive document.

3. Consolidation and departures

Goods do not leave immediately or individually: the operation groups shipments into lots by destination and option, and those lots are what travel. That is why a shipment waits a few days at origin.

Once the lot has been dispatched, the operation communicates the tracking number and the available milestones. Each shipment is tracked individually even when it is part of a group.

4. Accepted goods and restrictions

The admission rules are determined by the destination's regulations, and the operation verifies them before accepting each shipment. Anything not expressly admitted should not be sent.

• Items prohibited by the destination's regulations, such as weapons, explosives, hazardous substances, or infectious materials.
• Products whose use or importation is subject to authorization, such as alcoholic beverages, medications, or animal-origin products.
• Items of value that you cannot declare accurately, because an incorrect valuation changes the cost and blocks the goods.
• Items exceeding the accepted weight or dimension limits, or that due to their volume do not fit in the lot.

5. Declaration of contents and sender's responsibility

When requesting the shipment, you declare what the goods contain, their quantity, their value, and their destination. That declaration is the basis for calculating the cost and for customs procedures.

As the sender, you are responsible for ensuring the information is truthful and complete. If it does not match the actual contents, the operation may retain or return the goods, and any costs incurred are borne by you, with no right to a refund.

6. Weights, dimensions, and declared value

Weight and dimension limits vary by shipping option, destination, and type of goods, and the operation confirms them in writing in each proposal. The site does not publish figures because they are not the same in all cases.

The declared value must correspond to the actual value: declaring it higher alters the price, and declaring it lower limits the protection Cuba Envios can offer in the event of loss or damage.

7. Tracking, delivery, and confirmation

Each sea-parcel shipment receives an order number and an HBL per package, and its status can be checked on the tracking page. The platform shows the milestones communicated by the operation: collection, departure, transit, customs, and delivery, and it is updated each time a new milestone is communicated. For other services, status is confirmed in writing.

Delivery is made at destination in accordance with the sender's instructions and the operation's rules. In most cases, the recipient is asked for identification and the confirmation is recorded, with its date and the result of the attempt.

8. Incidents, packaging, and partial cancellations

When a shipment is stopped, the operation investigates the cause, informs you of it, and proposes a way forward. Delivery is made with the goods in the condition in which they arrived, and if the recipient notices damage or a shortage, it should be reported immediately to the person making the delivery.

• Customs holds — Goods may be held pending a check. The operation informs you and requests the missing documentation.
• Inspection of contents — If the competent authority inspects the goods, the operation communicates the result and the next steps.
• Packaging and preparation — Goods must be packed to withstand transport: protection against impacts, secure closure, and a visible label with the recipient's details.
• Partial cancellation — If only part of the goods can continue their journey, Cuba Envios informs you of what can be sent and what must wait.