Help center
How can we help?
Find answers to the most common questions or write to us: we are here to help with your Depaso address, your shipments and your payments.
Frequently asked questions
How do I get my Depaso address?
Download the app, sign up for free with your ID or RUC and in one minute you will have your personal address in Miami, Madrid and Shenzhen with your DP code. Use it as the shipping address at any store.
What can I bring?
Clothes, shoes, tech, perfumes, toys, parts, supplements and almost any personal purchase. For very heavy or bulky packages we confirm availability before charging. Phones and perfumes can be brought in personal-use quantities; the app reminds you when you register them.
What can I not bring?
Flammable liquids and hazardous materials, weapons and ammunition, loose lithium batteries, prescription medicines, perishables, animals and plants, money and securities, drugs, counterfeits, pornography and anything prohibited by law. If a package is held because it contains prohibited items, the shipping fee is not refunded. When in doubt, write to us before buying.
How much does it cost?
It depends on the category and the country of origin: per pound or a fixed price per item. You see it in the quote tool and in the app before paying. It is a final price: no import taxes or charges on arrival.
Do I really pay no import taxes?
That is right: your package travels with a traveler and the price you pay already includes everything. There are no charges on arrival: what you see in the quote tool and in the app is what you pay.
How long does my package take?
From the moment it arrives at your Depaso address: 1 to 1½ weeks from the United States, 1 to 2 weeks from Spain and 2 to 3½ weeks from China. These are estimates and may vary with each trip.
What if it weighs differently from what I declared?
If your per-pound package weighs less, we credit the difference to your wallet automatically. If it weighs more, we show you the difference in the app and you confirm it before we continue. Every fixed-price item includes a reference weight with a 20% margin; if your package weighs more, we only charge the difference per pound at the same origin price, and you confirm it in the app too.
How do I pay?
With a credit or debit card, Apple Pay or Google Pay through Stripe, or with your Depaso wallet balance. No card? Top up your wallet by bank transfer or with PayPhone and pay with that balance. You pay when you register your purchase in the app.
How do I receive my package?
At your home, in any city in Ecuador. You choose the delivery address in the app and delivery is already part of the price.
Are my purchases protected?
Yes. Every package is protected up to $100 and you can extend the coverage to the full value when you register it. If something arrives damaged or does not arrive, you have 48 hours from the delivery date to report it in the app. Compensation is credited to your wallet.
How do I invite someone to Depaso?
In the app, under Profile → Invite & earn, you have your invitation code (your Depaso code) and a link to share. When your guest creates their account with your code and receives their first shipment, you both get a wallet reward. The current reward is shown in the app.
How do I use a coupon?
In the payment step of the app tap “Have a coupon?”, enter the code and apply it: you will see the discount in the breakdown and the final total before paying. Each coupon has its own conditions (validity, uses and minimum total) and never brings the charge below $0.50.
Can I be a traveler?
Yes. Leave your details on the travelers page and we will contact you when your route has demand.
How do I delete my account?
From the app, in Profile → Delete account, or by following the steps on the account deletion page. With shipments in progress we ask you to wait until they are delivered. If you have a balance, you lose it: the balance is not refunded.