At Envíos23, our commitment is to offer a safe, efficient, and transparent international shopping experience for all our customers. Below, we explain how we handle claims, which products are allowed, which are restricted, and what to do if you need to cancel an order.
Allowed Products and Restrictions
The variety of products you can send to Cuba through Envíos23 is broad, but it is important to consider customs restrictions. Therefore, we recommend consulting the Cuban Customs Law before making your purchase.
It is not allowed to send via this method:
- Fresh or refrigerated products.
- Commercial or industrial use items.
- Weapons or prohibited communication equipment.
We ensure that the items comply with Cuban customs regulations before being shipped.
Product Warranty
Currently, products sent through Envíos23 do not have technical warranty, as this option is not yet available. However, we are working to incorporate this service soon and thus expand our after-sales coverage. We do not perform functionality tests on the equipment.
What happens if there is a problem with the delivery?
If we are unable to complete the delivery of your order, we will issue a full refund of the amount paid. Before making this decision, our team will verify the shipment status with the provider and will contact you to explain the situation.
Order Cancellation
You have a 48-hour period to cancel your order from the moment it was created. To do so, you must send an email to:
Include the following information in your request:
- Email Subject: Cancellation Request Order No.: [order number]
-
Message Body:
- Please cancel Order No.: [order number]
- Customer name
- Reason for cancellation
Once the request is received, our team will process the cancellation if applicable and will confirm by email if it was successful.
How to Contact Us?
If you need to make a claim, track your order, or receive personalized assistance, you can contact us through the following channels:
- Toll-free phone: +1 (800) 987-2381
- WhatsApp: +1 (561) 209-4754
- Email: ayuda@envios23.com
Our team is available to address any questions or issues related to your shipment.