Shipments in transit

Once the order is delivered to the corresponding parcel service, it is not possible to make changes to the delivery address provided. Any delay, return or loss of the package due to incorrect data or omission of data by the customer is the buyer's sole responsibility.

📦 Delivery times at Pronapresa

• Super Express Shipping: 24 to 48 business hours (Monday to Friday)
• Express Shipping: 3 to 5 business days (Monday to Friday)

Note: Most courier companies do not work on Saturdays or Sundays, with some exceptions in some destinations.
Extended Areas: Additional delivery time of 1 to 4 business days, with possible extra charges.

At Pronapresa, we have a 95% delivery time effectiveness. We promise that your order will be shipped the same day if you place it before 2:00 p.m. (CST), or the next business day at the latest. When your guide is generated, you will receive a notification by email and/or WhatsApp with the information to track your package step by step.

You can also track it here if you already have an order number or tracking number: https://pronapresa.aftership.com/

At Pronapresa we do everything possible to ensure that your order arrives on time. However, we cannot control or have at our disposal the resources or personnel of the courier companies, so we cannot guarantee that there will be no setbacks in the journey of your package due to factors beyond our control, such as weather conditions, accidents, flight delays, demonstrations, among others.

Although the delivery of your order is guaranteed , we cannot guarantee that it will not be delayed for the reasons mentioned above. It is important to note that no refunds or reshipments will be made for delays attributable to the courier providers. Exceptions to this policy are only given in cases of loss or misplacement of the package, provided that the courier company confirms it.

Una vez generada la guía de rastreo de tu pedido, se manda automáticamente a tu correo la clave de rastreo para que puedas monitorearlo. Recuerda que los pedidos recibidos después de las 2p.m. salen al día hábil siguiente.

*Si ya cuentas con número de pedido o guía de rastreo, entra aquí para rastrear tu paquete: 👉 Rastrear mi pedido

Te sugerimos leer esta información muy importante acerca del envío de tu pedido 👉 Envíos en tránsito

The first thing you should do is check your tracking guide and see if there is any information available such as a delay notification or notice of visit.

Common causes for delays are:

1. Extended Areas: Your order is still in transit to its destination. The additional delivery time is 1 to 4 business days. We suggest you select Super Express Shipping for your next order to shorten delivery times.
2. Delays due to external conditions: Such as adverse weather conditions, road accidents, flight delays or demonstrations.
3. Lack of personal details: If your address does not have enough details, the delivery person may not be able to find it.
4. Incorrect or incomplete data: Errors in the address or lack of necessary information can make delivery difficult.
5. Absence at home: If no one is at home during delivery, the courier may try again one or two times. If these attempts also fail, you will need to arrange with the courier to pick up the package at a branch before it is returned.

In any of these cases, except for delays due to Extended Zones or weather conditions where you just have to wait, we recommend that you contact the courier company directly to check the status of your package and, if necessary, file a report or clarification. No one better than you to provide additional information about your address, and no one better than the courier company to inform you about the location of your order. Don't forget to have the tracking number on hand.

What number should I dial?

DHL - 800 765 6345

Post Office - 55 5270 8300 or 01800 (3782338)

FedEx - 800 003 3339

Redpack - 0155 3682 4040

JTExpress - 800 953 8888

Common causes for delivery exceptions are:

1. Delays due to external conditions: Such as adverse weather conditions, road accidents, flight delays or demonstrations.
2. Lack of personal details: If your address does not have enough details, the delivery person may not be able to find it.
3. Incorrect or incomplete data: Errors in the address or lack of necessary information can make delivery difficult.
4. Absence at home: If no one is at home during delivery, the courier may try again one or two times. If these attempts also fail, you will need to arrange with the courier to pick up the package at a branch before it is returned.

In any of these cases, except for delays due to weather conditions where you just have to wait, we recommend that you contact the courier company directly to check the status of your package and, if necessary, file a report or clarification. No one better than you to provide additional information about your address, and no one better than the courier company to inform you about the location of your order. Don't forget to have the tracking number on hand.

What number should I dial?

DHL - 800 765 6345

Post Office - 55 5270 8300 or 01800 (3782338)

FedEx - 800 003 3339

Redpack - 0155 3682 4040

JTExpress - 800 953 8888

The first thing you should do is check your tracking guide and see if there is any notification of a visit or rescheduling.

Don't worry, if no one was found at home during the first delivery attempt, the courier may try again one or two more times. If these attempts also fail, you will need to arrange with the courier to pick up the package at a branch before it is returned.

In any case, we suggest you call the courier company to find out the current status of your package and file a report or request clarification. No one is better than you to provide additional information or any missing information about your address, and no one is better than the courier company to inform you about the location of your order and the next delivery date. Don't forget to have the tracking number on hand.

What number should I dial?

DHL - 800 765 6345

Post Office - 55 5270 8300 or 01800 (3782338)

FedEx - 800 003 3339

Redpack - 0155 3682 4040

JTExpress - 800 953 8888

The first thing you should do is contact the shipping company directly. They are the only ones who can provide you with detailed information about the status of your order, including where and to whom it was delivered.

In some cases, the package may have been left at the entrance of your subdivision, with the security guard, or even with a neighbor. Only the courier service staff has access to this specific information.

Before calling, make sure you have your tracking number on hand, as it will be necessary so they can locate your shipment and offer you a solution.

What number should I dial?

DHL - 800 765 6345

Post Office - 55 5270 8300 or 01800 (3782338)

FedEx - 800 003 3339

Redpack - 0155 3682 4040

JTExpress - 800 953 8888

Contact the Pronapresa Shipping Service department at (221) 123 3133 or file a report here

Before doing so, it is crucial that you have already contacted the courier to resolve possible causes of delay, such as missing information, incorrect data or absences during delivery. This way, you will avoid additional delays by providing the correct information from the start. Who better than you to ensure that the data and particular details of your address are accurate, don't you think? 😉