Help center
How can we help?
Find answers to the most frequent questions or write to us: we are here to help with your mailbox, your shipments and your payments.
Frequently asked questions
How do I get my mailbox address?
Sign up for free in the app and you instantly get your personal address in Miami, Madrid and Shenzhen with your DP code.
Do I pay import duties?
Purchases up to $400 and 4 kg (8.8 lb) from the USA enter duty-free under the 4x4 regime. For larger amounts we calculate and handle the duties for you.
How much does shipping cost?
The rate depends on the product category and the country of origin. Use the quote tool to see the estimated cost of your shipment. It does not include import duties when they apply.
Can I combine several purchases?
Yes. We consolidate several packages into a single shipment at no extra cost so you save on shipping.
How do I follow my package?
From the Depaso app you see the status in real time and get alerts at every stage, including customs.
How long does my package take to arrive?
It depends on the origin, counted from when it reaches our warehouse: 7–12 days from the USA, 8–14 from Spain and 15–25 from China. These are estimates and may vary due to customs or the carrier.
How do I sign up and get my address?
Sign up for free in the app and you instantly get your personal address in Miami, Madrid and Shenzhen with your DP code. Use it as the recipient at any store.
How is shipping charged?
We charge a flat rate based on the product category and the country of origin; you see it in the quote tool before you buy. In most categories the price does not depend on weight.
What products can I not ship?
We do not carry money, weapons, perishables, hazardous materials, medicines or items forbidden by customs or the law. When in doubt, write to us before you buy.
What if my package is delayed or does not arrive?
Write to soporte@depaso.app with your tracking code. We check the status and, where applicable, open a claim under our Terms.