Terms and conditions
Last updated · September 14, 2026
This is a courtesy translation. In case of any discrepancy, the Spanish version prevails.
These terms govern the use of the Depaso international mailbox service. By using the service you accept them.
1. Scope of the service
Depaso offers an international mailbox service that includes receiving packages at warehouses abroad (Miami, Madrid and Shenzhen), consolidating them, handling customs clearance and transporting them to the user's address in Ecuador.
2. Account and mailbox
To use the service you must sign up in the app and keep your details up to date. The mailbox and the assigned address are personal and non-transferable. You are responsible for the accuracy of the information you provide.
3. Customer obligations
You agree to use the mailbox only for personal shipments, to provide truthful identification details and to supply the commercial invoice and the real declared value of each purchase when requested. Incorrect or incomplete information may cause delays, extra costs or the shipment being held by customs.
4. Rates and payments
Shipping is a flat rate that depends on the product category and the country of origin, and it is shown in the quote tool before you buy. The rates shown on the site are for reference and the final amount is confirmed at dispatch. Import duties, when they apply, are charged separately.
5. Customs clearance
Imports are carried out under the courier customs regime in force in Ecuador. Shipments within the limits of the 4x4 regime (up to USD 400 and 4 kg, that is 8.8 lb) enter duty-free. For shipments above those limits, Depaso will calculate and handle the corresponding duties, which are borne by the user.
6. Delivery times
Delivery times are estimates and are counted from when the package reaches our warehouse: approximately 7–12 days from the USA, 8–14 days from Spain and 15–25 days from China. These times may vary for reasons beyond Depaso's control, such as customs procedures or delays by third-party carriers, and do not constitute a delivery guarantee.
7. Restricted and prohibited products
We do not carry money, weapons, perishables, hazardous or flammable materials, illegal substances, medicines, or items prohibited or restricted by customs or the law. Some products (for example, lithium batteries or liquids) are subject to special transport restrictions. Depaso may reject or hold shipments that breach these conditions. When in doubt, ask us before you buy.
8. Held goods and abandonment
If a package cannot be dispatched due to missing documentation, pending payment or incorrect details, we will keep it available to you and notify you. Goods that are not regularized or collected within the periods set by our current policy may be returned to the sender or disposed of in accordance with the law, with no liability for Depaso.
9. Claims
Any damage, shortage or complaint must be reported to soporte@depaso.app within the periods set by our current policy at the time of delivery, keeping the packaging and the evidence. Depaso will review and investigate each case and give you an answer.
10. Liability and compensation
Depaso handles your packages with due care. Our liability is limited to the terms described here and to the applicable regulations, and compensation for loss or damage attributable to Depaso is calculated on the declared value of the shipment with the caps set by our current policy. We are not liable for delays or holds attributable to customs, to third-party carriers or to incorrect information provided by the user.
11. Returns
Depaso is a logistics operator: we receive, consolidate and transport your purchases, but we are not the seller. We do not handle returns, exchanges or warranties with the stores, nor are we liable for the quality, authenticity or condition of the products purchased.
12. Force majeure
Depaso will not be liable for breaches or delays caused by events beyond its reasonable control, including natural disasters, conflicts, government restrictions, strikes, failures of third-party carriers or customs closures.
13. Dispute resolution
In the event of any dispute, the parties will seek a direct solution in good faith. Failing that, mediation may be sought under Ecuador's Arbitration and Mediation Law before bringing actions before the ordinary courts.
14. Governing law and jurisdiction
These terms are governed by the law applicable to the service provider. For any dispute not resolved through mediation, the parties submit to the competent courts of the provider's domicile.
15. Changes
Depaso may update these terms at any time. The current version will be published on this page with its last-updated date, and its publication amounts to notice.
16. Acceptance and contact
Using the service implies acceptance of these terms. For questions write to us at soporte@depaso.app.