Service policies
Currently in effect
The rules we operate by, published in full.
1. Packages and parcels
Charged per package
Each package with its own independent tracking number is charged as an individual package, even when it comes from the same supplier or store.
Weight and general rates
Packages weighing less than 1 pound are charged as 1 pound. Packages weighing more than 1 pound are charged by their actual weight. Regular rates for general cargo (non-electronic): ocean US$3.00 per pound, air US$7.00 per pound. To ship documents such as marriage certificates, birth certificates or licenses, please consult our customer service channels directly.
Rates for electronic items
Electronic items are US$8.50 per pound by air and US$4.50 per pound by ocean, provided the value of the item does not exceed US$400 on its invoice. If it exceeds that amount, an additional 10% of the invoice value applies. You must present the invoice when picking up the item.
2. Delivery times
Carriers delivering to our Miami warehouse
Delivery times for Amazon, UPS, USPS, FedEx, GOFO, SPEEDX and other outside companies are beyond our control. Our service begins when we receive your package at our Miami warehouse and ends when we hand it to you at our office in Nicaragua.
Ocean shipments
Estimated time: 15 business days from departure in Miami. Departures every Friday.
Air shipments
Estimated time: 24 to 48 business hours from departure in Miami. Departures Monday through Thursday, subject to airline availability.
3. Labeling and internal processes
Mislabeled packages
These are sent to the HOLD section, which can cause delays. They must carry the correct label: ENIC AÉREO or ENIC MARÍTIMO.
Change of shipping method
Changes between ocean and air shipments are not permitted in either direction, because we work to keep the operational and logistics process as fast as possible.
4. Claims
Procedure
Request the claim form from our customer service team. Our legal and/or finance department will respond within 10 to 15 business days.
5. Abandoned packages
Maximum holding period
A package is considered abandoned after 1 month without being picked up at our offices. ENIC Cargo Logistics is not responsible for packages abandoned after that period.
6. Guarantees on ocean shipments
Important
No guarantee is offered for fragile items or items requiring special protection if they do not have adequate packaging or do not carry a FRÁGIL (fragile) sticker, including: perfume, glass items, televisions without their original packaging, unprotected furniture, screens and monitors, unprotected security cameras, computers, smartwatches, headphones or phones, glassware in general, and quartz watches. Recommendation: send these items by air, which is a safer method.
7. Prohibited items
Not transported
Drones, spy cameras, specialized binoculars, pornography, sharp objects, cash, perishable food, animals, syringes, explosives, radioactive material, tires of any kind, and vapes.
8. Promotions
Validity
All promotions announced on social media, the website and our communication channels carry a validity period running from the day the promotion starts to the day it ends. Within those dates, both prizes and special rates take effect only on the dates stated. Any package or parcel received outside those dates is charged at the regular rate.
9. Receiving at the Miami warehouse
Re-weighing
All packages and parcels received at our Miami warehouse are weighed before being handed to you or your family member at our office in Nicaragua. As a receiving port, Miami is prone to recording weights on its intake sheet that are lower or higher than the actual item. To avoid any kind of misrepresentation, we weigh the item before delivering it to the end customer.
10. Authorized customer service channels
The only official channels
WhatsApp United States: +1 786 616 9209. WhatsApp Managua branch: +505 8451 3305. WhatsApp Masaya branch: +505 8568 5306. Finance: +505 8863 1740. Email: management@eniccargo.com.
11. Authorized offices
Locations
We currently have two authorized offices. Managua: Km 7.5 Carretera a Masaya, Entrada FETESA, 80 mts al Oeste, Edificio Alameda. Masaya: Palí Central, 1 cuadra y media al Oeste. Only these offices are cleared to provide official information about your cargo.