FAQ’s


How does online shopping work?

1. Go to your favorite store, and fill your shopping cart with all the products you want to buy.
2. Click on “Check Out”
3. Fill out the “Shipping Address” section with your Aeropaq address, as follows:

Name: Your Name
Address Line 1: 8540 NW 66 ST.
Address Line 2: AP-XXXX (your assigned AP number)
City: Miami
State: FL
Zip Code: 33195-2698

4. Fill out the “Billing Address” section with the information as it appears on your credit card statement.
5. Fill out your credit card information in the next section: card number, CVV, etc., and the name of credit card holder as it appears on the card.
6. Click on “Place Order”…and that’s it!
7. Within a few days you will receive a notification that your shipment was received by us in Miami
8. From this previous point, your package will be available for pick-up within two business days.

Check the progress of your package(s). (Requires Login)

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What should I know before ordering a package with Amazon Prime Now?

Amazon Prime Now is an exclusive service for Amazon Prime members, users can download an application to order for fast delivery same day in certain zip codes.

However, this service is set to be delivered directly to the buyer; Therefore, it is important that when making a purchase with your Amazon Prime Now you indicate in your order that it may be received “Unattended ” , which means that anyone can receive it; and therefore, our representatives in Miami warehouse can receive it for you.

You allow us to do this by marking the option “Unattended Delivery ” in the part of your order where they ask when do you want to receive it.

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What does it mean when my package’s status says “in transit”, “customs”, “retained”, “available”, etc.?

Below, we provide a detailed description of all status updates a package may undergo from its reception in our Miami offices to its delivery in Santo Domingo.

MIAMI: Your package has been received at our Miami Offices.

MIAMI HAZMAT: Your package has been received at our Miami offices but it enters in the HAZMAT or dangerous goods Category so it can’t be imported to the Dominican Republic. In case of perfumes and cosmetics, we have the management of dangerous Goods Law that contemplates a tax payment for this concept.

MIAMI PESO VOLUMEN: Your package has been received at our Miami offices and applies to the weight-volume fee.

RETIRADO MIAMI: Your package has been removed from Miami according to your instructions.

FACTURADO PARA ENTREGA: Your package has been billed in Miami and will be delivered in Santo Domingo.

MIAMI SIN FACTURA: Your package has been received at our Miami offices without the supplier’s invoice.

EMPACADO: Your package has been wrapped up and it’s ready to be delivered to the airline so it can be transported to Santo Domingo.

EMBARCADO: Your package is now in the custody of the carrier and is in route to Santo Domingo.

TRÁNSITO: Your merchandise has been dispatched from Miami and is in route to Santo Domingo.

RETENIDO (Cat. C): Your package has been withheld by Customs and is in the tax verification process.

RETENIDO PARA PAGO DE IMPUESTOS: Your package has been withheld by Customs and it’s waiting for the taxes to be paid.

RETENIDO POR RUA: Your package has been withheld by Customs and it’s waiting for your Registro Único Aduanero (RUA) registration.

CHEQUE: Your package is withheld by Customs and we are waiting for your payment of the corresponding taxes.

LIBERADO: Your package has been released from Customs and it will be transferred to your terminal.

RETENIDO CANTIDAD COMERCIAL: Your package has more than 5 units of the same product, this amount is considered for commercial purposes, this means you’ll have to pay Customs taxes even if it doesn’t exceed US$200.

RETENIDO FRACCIONAMIENTO: It is understood by fractionating that two or more packages belong to the same client and have equal, similar and/or complementary characteristics; the sum of the invoices exceeds the US$200.

RETENIDO FORMA DE PAGO: During the clarifying process, the DGA has found that the market value of your merchandise exceeds the US$200 and/or the invoice inside the package proves it, which means it classifies for tax payment.

RETENIDO J2: The package received is or contains military equipment, communication radios or weapons. These articles need additional permits from the Ministry of Defense and/or Indotel.

RETENIDO RECURRENTE: During the clarifying process it has been identified that you’ve transported in several occasions this article, which means it could be classified as “Commercial Quantity”.

DIGITADO: The record documentations have been received. When the information is entered, it will be verified.

VUCE: The merchandise could not be released because the DGA ruled that for its dispatch a permit, that indicates the institution that gives the approval, is needed. Several institutions may need this permit, such as: Public Health, Ministry of Defense, Indical, Indotel, etc.). This can happen for both categories C and B.

DECOMISO: Your package has been confiscated.

PAQUETE CON FALTANTE: In the revision of you package the DGA determined that there are missing compared to the articles payed in the invoice and those received in the package.

DISPONIBLE: Your package is ready to pick up at your Terminal or Punto PAQ. If you are a Fixed Delivery customer, your package will be invoiced and prepared for the corresponding Delivery route.

FACTURADO: Your package has been billed.

RECOLECTADO: Your package has been collected for billing or relocation.

DELIVERY: Your package is in delivery route.

ENTREGADO: Your package has been delivered.

EN DELIVERY: Your package is on the selected Delivery route and will be delivered in the next few hours.

INTENTO ENTREGA: An attempt was made to deliver the package but could not be complete it.

ENTREGA RETRASADA: Logistical unforeseen events have occurred that will probably postpone the delivery date.

RETRASO LÍNEA AÉREA: The airline that transports your packages has delays.

FACTURA SOLICITADA: The invoice for your package is urgently required to present it to the DGA.

VERIFICADO: Your package has been verified and is awaiting the corresponding customs tax amounts to be paid.

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The USPS or another carrier marks my package as delivered, but the notification “received in Miami” has not arrived. Why?

If ever one of your packages has been transported by the USPS, you will have noticed a difference of days between when the mail marked your package as delivered and our notification of received in Miami. This happens because the USPS places this status at the time of dispatching the package of its warehouses, completing the delivery of the same up to 7 business days or more. If after this, you don’t see your package registered in your account, contact the supplier.

The USPS does not request signatures as proof of receipt of packages (such as FedEx, UPS or DHL), so it may be the case that it is delivered to an incorrect address, or redirected to its offices when they have tried to deliver at our Miami warehouse on non-business hours and completing the task the next day.

In this sense, it is important to remind you the working schedule of this office is from Monday to Friday from 8:00a.m. to 5:00p.m.

For more information you can check this topic on the USPS website or by clicking on this link –> www.usps.com/help/missing-mail.htm

Other carriers:
Once the packages are received from the carrier, they enter into a one-by-one typing process, so it
can appear in your account during the day. If your package was received before 2:00 PM, you will
see it reflected in your account the same day. After 2:00 PM you will see it reflected the next day. If
after this time you do not see it registered in your account, please enter the carrier's tracking
number in the following link: https://aeropaq-online.iplus.com.do/lg-es/ut/Estatus.aspx?id=&S=.

If you see a WR, please write us to servicioalcliente@aeropaq.com, providing the WR that appeared
in the search and attaching the purchase invoice corresponding to the package. It could be that the
package is in our general account due to lack of information on the carrier's label.

If the search result does not generate a WR, you must contact the supplier.

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What is HAZMAT merchandise?

Hazmat or hazardous materials are items that contain flammable or poisonous ingredients that could endanger life or the environment if stored, shipped or handled incorrectly.

Air transportation of these hazardous materials may be prohibited or restricted.

To know if the item you are buying online falls into this category and may need a special packaging for its transportation, look for any of these terms or components in the description:

  • Acidic
  • Batteries
  • Caustic
  • Combustible communicable
  • Compressed gas
  • Corrosive
  • Explosive
  • Flammable
  • Infectious
  • Poison
  • Radioactive
  • Refrigerated
  • Toxic
  • Volatile

Certain of these terms may also give us a clue that an item may enter the category of hazardous materials.
Check the list and its description in this link: http://bit.ly/2u5F2Yn

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What items or merchandise are considered HAZMAT?

According to IATA (International Airt Transport Association) the following items are within the HAZMAT category:

• Aerosol sprays
• Airbags
• Alcoholic beverages that contain a degree of alcohol equal to or greater than 70%
• Batteries
• Dry ice
• Explosives
• Gasoline

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When should I retrieve (pick up) my packages at Aeropaq?

It is an obligation of the client to withdraw all packages available for pick up. If a certain package is to exceed a (2) months or a sixty (60) days,  starting from the day that the package arrives to our Miami facilities, the client loses all rights over the package, which will be destined to a public action hosted by the company.

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Can I make shipments from D.R. to other countries through Aeropaq ?

We ship via DHL, an internationally leading company engaged in providing courier service for documents and packages anywhere in the world.

DHL is located in more than 200 countries around the world, with a broad level of profession where every staff meets the company values. Speed, Power do , Right first and Passion are the values that define them to provide better service to customers.

If you want to perform the calculation of the estimated shipping of your order , you just have to access the link that takes them directly to the application of transit time and fees online DHL Capability Tool ( DCT )
http://dct.dhl.com/input.jsp?langId=latam&originCCId=DO . Once there , you must follow these simple steps , remembering that all transit times are subject to change it if retaining customs and uncontrollable incidents :

1 – Fill fields marked below for verification of this information:

image003-1

2 – Place the postal code and the city to send.

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3 – After completing the fields, press the button “Search” to see the service that applies to the requested destination, if package is necessary to mark the check of dutiable items, place commercial value, weight in pounds, inch volumetric and shipping arrangements.

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In this tool you can find services, remote areas and delivery time in each country.

** DHL delivers to Cuba and Russia.

What can I not send?

Prohibidos por DHL

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How do I calculate volumetric weight?

Volumetric weight, or dimensional weight, is calculated by multiplying the package’s dimensions in inches (Height x Width x Depth), and the result is divided by 166.
The package’s Height/Width/Depth can be found in item’s description under the “Package dimensions” section:

In AEROPAQ, if a package weighs under 70 pounds, you will only pay for its weight in pounds, not its volumetric weight.

Example:
If a package weights 20 lbs., and measures 12″ in width, 15″ in height and 42″ in depth, the formula to calculate the items volumetric weight is as follows:

Since the package weights less than 70 pounds, you will only pay for 20 pounds instead of 46. However, if the package weights over 70 pounds, you will pay for the resulting volumetric weight.

For the shipment of the following items, its weight/volume is taking into consideration due to the nature of the physical space they occupy:

– Furniture
– Cradle
– Television set
– Baby stroller
– Crib
– Bumper
– Carpeting
– Vehicle upholstery
– Guitar
– Surf board
– Metal rods
– Tires
– Multination printer
– Stretchers
– Massage tables
– Sonogram equipment
– X-ray equipment
– Mammogram equipment
– Exercise equipment
– Bicycles

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How do I download and install the Aeropaq App for Android?

1)Browse the Google Play store and search ‘Aeropaq’.
2)Click on ‘Install’.
3)Click on the button which will appear on the main menu.

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What do I need to do to transport high-value merchandise?

High value merchandise must be notified to AEROPAQ before being received at our Miami warehouse. The client must send the purchase invoice and a bank certification of the amount of the transaction to the email servicioalcliente@aeropaq.com, copying the Manager of his Terminal.

Merchandise that exceeds US$2,499 carries an additional charge that corresponds to the Shipper’s Export Declaration (SED) form, which is required by the United States Department of Customs for export. This merchandise will be insured based on the value reflected in the invoice provided. Depending on the category that corresponds, the percentage value to pay in liens and selective may vary.

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Which HAZMAT items can be transported under Dangerous Goods regulations?

Certain items that are within the HAZMAT / Dangerous Goods category can be transported in special packaging, for which it carries an extra cost depending on their type.

Next, we share the list with you:

• Chemicals
• Explosives, combustible, corrosive
• Vehicle airbags
• Spray or aerosol
• Capsules containing compressed gas
• Strong magnets
• Dry ice or chemical ice
• Painting
• Inverter / Car batteries
• Perfumes
• Nail polish
• CO2 bottles
• Flammable items
• Corrosive items
• Vehicle shock absorbers

Important notes:

• If the Hazmat merchandise received in Miami is from a type or category of which we do not process weekly consolidations, the cost of this shipment is US$150.00.

• If the merchandise needs to be repackaged in a certified box so that it can be transported, this has an extra cost of US$50.00 for each box used.

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Which HAZMAT merchandise can be transported with special packaging?

Here we leave you a list of articles that fall into this category, but with a special packaging can be transported via air freight. Before making the purchase, verify the additional charge that would reflect in the freight of the article:

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What is the procedure for shipping Automotive Shock Absorber/Struts? Is there an additional cost?

The shock absorbers of vehicles, by their components, are considered HAZMAT or hazardous merchandise and its transport is regulated by IATA (International Air Transport Association).

With Aeropaq you can bring the shock absorbers. They are transported weekly and have an additional cost to the freight of US$15 per shock absorber.

* This price can be reduced if one shock absorber is transported from several customers in one shipment.

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What are Military Supplies? Can I bring them?

Any material or articles used for these military purposes, such as uniforms, footwear, knives for military use, weapons, ammunition are known as Military Equipment.
For security reasons, Military Items are prohibited for importation, they are confiscated by the relevant authorities at the time of entering the country.

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Can I transport Communication Radios?

Communication Radios can be transported via Courier. These entail two permits issued by two different institutions: The Ventana Única de Comercio Exterior (VUCE) and the J2 from the Ministry of Defense.
For more information about the transportation of Communication Radios, we recommend you contact your Terminal.

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Why sometimes there’s a difference between the pounds on the label placed by the supplier and the Aeropaq label?

When transporting a package there are two elements involved: the article weight “per se” and the packaging. Sometimes suppliers will only put the item weight; usually because they themselves are carriers of the load either or have agreements with their local carrier (USA), which charge them for the type of service or the distance they travel in order to mark the transportation and not by the weight of the load. Example: A single article can be sent in service “Overnight” or “Standard” and the price you have to pay the customer is different but despite event if the weight is the same.

In the case of Couriers, carriers, both air and ground, they usually charge by the weight of the load including the weight of the package and its packaging. That is why we have in Aeropaq electronic scales, which are properly calibrated; with which all the packages received in our warehouse are weighted, assigning this weight automatically. This is what we pay to our air and ground carrier and that’s the same weight you pay at Aeropaq for your packages.

In addition, our terminals have scales available to customers who wish to confirm the weight of the received packet to validate the invoice value.

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How long can my packages stay in Customs?

According to Art.3 of the 456-73 “Law on tax warehouses, may remain imported without payment of import duties and taxes, deposit, bonds and other obligations under the relevant customs legislation goods, for a period six months, renewable. Expired these deadlines, they are considered abandoned. ” In turn, Article 96 of Chapter VII of the 3489 Act states that: ” The merchandise abandoned to the Treasury, will be sold at public auction to cover the total duties and taxes.”

These packages abandoned at the General Directorate of Customs (DGA ) and whose taxes have not been paid to the institution mentioned above, are not the responsibility of Aeropaq and in no case be liable for packages auctioned by the Directorate General of Customs.

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How do I make a claim?

A claim is an application in which the client requests to get a response of a specific problem. The main objective is to obtain a compensation for any mistake related to the service offered, whether there’s been a breach or a defective fulfillment of the established service.

Types of claims and necessary documentation

Lost package: Aeropaq will consider your package as lost, once was received in Miami and after concluded the investigation process in all of our warehouses, still hasn’t been located. A package will be recognized as received in Miami’s warehouse when Aeropaq register it in the system. The tracking numbers without confirmation signatures and an Aeropaq’s representative receipt will not be recognized as received.

Important: Packages transported via USPS regular services are not Aeropaq’s responsibility, although USPS webpage informs it has been received. The 33166 Zip Code, which is what gives the mail as delivered address, covers a lot of directions and companies. For other carriers, the receipt signature must be from an Aeropaq employee, if not, Aeropaq is not responsible for it.  Estimated time for response: 30 working days.

Essential documentation to process the claim

Purchase bill of lost article.
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Goods in poor condition: Aeropaq will consider your goods in poor condition when it is broken, dirty, wet or not useful.  The client must confirm his good’s status before leaving the terminal in the billing process; on the contrary he looses the right of claiming. Packages that are received in our Miami stocks in poor conditions, could not be claimed in Aeropaq, must be claimed to the supplier. Also, if the package was not well enfolded for protection and transport, the claim must be made directly to the supplier.  Note:  Aeropaq is not be responsible for articles bought at Ebay which are broken or in poor condition when they arrive, as well as items that suffer damage or spills caused by atmospheric pressure received during air transportation. Estimated time for response: 5 to 10 working days.

Essential documentation to process the claim

Purchase bill correspondent to the good in poor condition.
Package delivery in poor condition by Aeropaq.
===

Incomplete goods: Aeropaq will consider your goods incomplete when there’s a difference in the weight of the package once is measured in Miami versus delivered to the client. If the missing article weights less than 2 ounces a claim could be opened after the supplier confirms all the articles were sent in the same package, because if it was sent in separated shipments as shown in many occasions, the claim does not proceed.

Important: The real weight of the package is the one measured after received in Miami stocks, not the one established in the supplier’s ticket. Estimated time for response: 30 working days.

Essential documentation to process the claim

Images or pictures of the supplier’s label, Aeropaq’s label and a confirmation of the weight.
Purchase bill indicating missing goods.
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Incorrect deliver: Aeropaq will consider your goods as erroneously delivered when the package has been mistakenly assigned to another code or client. Aeropaq will always assign the package to the AP (Membership code) that appears in the address established by the supplier. If the supplier was mistaken and put the wrong AP even though the name is correct, Aeropaq will make all the effort for recovering the package. If the package does not want to be returned by the client who withdraws it, the claim does not proceed. If determined that the package was received with the correct AP, a claim process can be done. Estimated time for an answer: 30 working days.

Essential documentation to process the claim

Purchase bill indicating the missing goods.
AP confirmation number in case was not indicated in the address.
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Package without content: Aeropaq will consider your package without content when after being received in Miami’s stock with the content, its received empty in any of our stocks. If after receiving the package lot from the transporter and begin to digit one by one it’s identifies as one of them is empty, the client will receive a notification communicating the situation so a claim could be made to the supplier. Aeropaq will not be responsible of this content even though the supplier confirms the package was completely sent. Estimated time for an answer: 30 working days.

Essential documentation to process the claim

Purchase bill.
Images or pictures of the box.

Steps for a claim

Assist to the Client’s Service personal in Aeropaq’s or Super Representant of Client’s Service at Punto Paq where you pick up your packages and inform about the situation. If the deal is with goods in poor condition, incomplete or without content, you must inform when receiving and billing it, because if you sign the bill or the receipt, it will be understood that the article was received conformal and you will loose the right to claim.
The Client’s Service personal will fill a Reclamation Form, which contains the registration number with the claim detail and an estimated time for the answer. They will request for documentation and information in case its necessary.
You must give all the documents that were requested by the Client’s Service representative in the promptest way possible, because counting from the deliver of each document to Aeropaq the claim will begin to be processed.
The personal in charge of your claim in Aeropaq will send you a communication indicating the result of your claim, notifying the refund or package deliver date, in case it proceeds.

Notes

• The given information must be truthful.

• The estimated time for an answer of the process will depend of the reclamation type and will begin to count after the client gives all the documentation needed for the process. An estimated time for the answer will be specified.

• The estimated time for an answer is not a guarantee that your package or refund will be handed in that exact date. The estimated time for an answer could be less or more, depending the investigation process of each case.

• The client will receive a mail telling about the claim status, whether it is indicating the location of the package or the refund availability.
Aeropaq compromises to refund the total value paid for the article that has been claimed, not the article itself.

• In any case Aeropaq will be responsible for paying differences for concept of price rises of each article.
Aeropaq cannot give a final answer until having exhausted the correct process investigation.

• Aeropaq could decline your claim if after an investigation it turns out Aeropaq is not responsible.

• The client looses the right to claim the status of his goods if in the billing process he does not verifies it. The client must make his claim in the billing moment. If he leaves Aeropaq, automatically loses the right to claim.

• With the bill or pay receipt sign it will be understood that the article was received comfort. Past this term, the right to claim would have expired.

• We are not responsible for damages occurred to extremely fragile articles like: mirrors and crystals, porcelain articles, plaster, ceramic or glass fiber, vehicle’s pieces, articles sensitive to X-rays, articles that needs refrigeration or food and perishable articles.

• Aeropaq will not be responsible for articles bought on Ebay and that may be broken or in poor conditions when are given to the client.

• We do not accept claims nor are responsible for USPS transported items.

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How do I change terminals?

If you wish to change terminals, just follow these simple steps:

  1. Login to your account with your AP and password in www.aeropaq.com.
  2. Login to “My Account” and go to “Packages Destination” at the bottom of the page.
  3. Click the magnifying glass icon with “Low Value Packages” and then “Search.”
  4. Choose the terminal where you want to change your account and press the icon with the pencil.
  5. Perform the same exercise with “high value package.”
  6. Click “Save” at the top of the page.
  7. You will visualize one message informing you that your change was successfully made.

You can also write us to servicioalcliente@aeropaq.com with your account information (name and AP number), or request it to the Customer Service Representative at your current terminal, filling out the form for this purpose. After that, your request will be ready in in a maximum time of 24 to 48 hours to Santo Domingo and 48-72 hours for the interior.

If you want to switch to the Fixed Delivery service, go to this link
https://www.aeropaq.com/delivery-gratis/

Important: Remember that the change will be effective for packages arriving at our offices in Miami from the moment that your request is processed. Packages in transit or already received in Miami must be picked up at the previous terminal.

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My package arrived without invoice. What should I do?

When your package arrives without invoice you will receive notification in the mail of receipt of goods to Miami you normally arrives. Here we ask you to send the invoice with the name and description of the item within 24 hours after receipt of such notice to mifactura@aeropaq.com .

This will avoid a possible penalty of RD$2,000.00 imposed by the Dirección General de Aduanas to packets arriving without an invoice, if it is found in its database that its value is greater than US$200.00. Furthermore, we avoid a penalty of RD$10,000.00 imposed packets remaining 10 days or more without making the Customs invoice and pay the assigned values.

When you’re looking for your package order bill, you must take in count that it includes the following aspects:

  • AP Number: Your Aeropaq’s client code.
  • Package’s WR: Is the unique tracking number that we assign to your package once it’s been received in Miami. You can obtain it from no invoice notification mail that you received and this will help us identify to exactly which article belongs the bill you sent, in case the store or the supplier had sent your purchase in different parts. You can resend us the same received notification email attaching the order bill.

Ejemplo WR

  • Tracking Number: Is the company or postal code’s shipping number used by the store to send your purchase to Aeropaq Miami. This number does not come included in the bill detail, that’s why you would have to write it in the email body.

tracking number

  • Purchase Details: List of the articles and their prices.
  • Sending Format: In a Word or PDF Document.

Some stores send a confirmation order email with all the details of your purchase and it works. In other cases, like Amazon, the email does not include every necessary detail, so you should find it in your account’s last orders in their webpage.

Here we show you an example of how the order bill you send us should be:

Mal Ejemplo Facturafactura buena amazon

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When I track a package on AEROPAQ’s website, “Invalid Tracking appears. Why?

The result of “Invalid tracking” (tracking inválido) can occur for reasons such as:

• The package has not yet been received in our warehouses.
• The package has not yet been registered in our tracking system.
• The tracking number is wrong or has an error.
• The tracking number has changed during the shipment of the package.

If you confirm that the tracking Number is correct and it continues to appear on our website “Invalid tracking” for a period of 7 days, please contact us at servicioalcliente@aeropaq.com under the subject “Package Not reflected in my account” providing us the following information:

1. Supplier confirmation (it can be a screenshot) showing the Tracking Number and the confirmation that, it has been delivered to our address and the signature of the Aeroaq collaborator that received it.
2. Invoice or order from the Supplier in your name where you can see the detail of the contents of the package.
3. Client AP.

With this information we proceed to carry out a physical search in our Miami warehouses and once located it will be registered in your account. If eventually it is not located, you must proceed to file a claim to the supplier the “non-reception” of the package.

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I have to pay Customs tax for category change. How do I do it?

When you get a notification by Aeropaq from the Dirección General de Aduanas (Customs and Excise Department) related to the payment of the taxes of your goods, you’ll be able to pay those related taxes and values directly to them or through Aeropaq. Here we describe the two processes for your best choice:

Payment process by the client: 

Payment with pin
To make the payment directly to the account of the Dirección General de Aduanas, must answer us to mail sent requesting your PIN payment, with which you can make payment via Internet Banking Banco Popular or BHD’s Bancasa.

Payment by check:
Conduct a management certificate or check for the value indicated in our correspondence, payable to the Collector of Customs, on behalf of the recipient of the package, on account of Customs Taxes.
A certificated or administration’s check by the value indicated in our correspondence, payable to Dirección General de Aduanas, on behalf of the recipient of the package, on account of Customs services.
Category Change or Consignee letter for RD$2,000.00 payable to Aeropaq to the account indicated in our correspondence.

Payment process by Aeropaq: 

For your management via Aeropaq you’ll have to deposit into the account in correspondence sent the sum of customs duties, customs, letter for change of category and RD$200.00 for the check confection. Also, you’ll have to send via email a copy of your proof of payment, to traficocuentascorporativas@aeropaq.com if you have a corporate account with us or to traficocuentaspersonales@aeropaq.com if you hold a personal account.

Important: The above payments do not include costs related to the transport of cargo (freight, $30.00 Management, Verification & Office and U.S. $ 10.00 for Completing form and Additional. Below are invoiced at the time of delivery of the goods).

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Is it safe to buy on the Internet?

Yes, online retailers, such as amazon.com, oldnavy.com, victoriassecret.com, and others, allow you to see the progress of your purchase from the moment you place the order to its final delivery to our offices.
For help see our Shopping Directory.

For auction sites, such as eBay, take the seller’s feedback into account prior to placing a purchase.
Always make your purchases from top-rated sellers.

We suggest you never store your credit card information on any Internet transaction site.
Always click or choose “No” when asked if you’d like the site to remember your credit card details.

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What are the advantages of Online Shopping?

Many. You have over 30,000 virtual stores from which you will enjoy a grate variety of items at the most competitive prices.

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How much will I pay for taxes?

calculadoraNothing, as long as the total of your order is less than US$ 200 (including taxes, shipping & handling, and delivery).

If your purchase is over US$ 200, call our offices (809-aeropaq) and speak with a Customer Service Representative (ext. 221), or our Operations Department (ext. 237).  They will tell you how much you will have to pay based on the description of the item you want.

We have a Rate Calculator so our customers may obtain an estimate on Custom taxes for the 20 most popular items.

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How do I know where to purchase a specific ítem?

It’s simple!  Google is the best tool.  Go to www.google.com, and type a description of the item in the search box.  A “Google Search” of the item you are searching for will be generated, indicating where it can be purchased online.

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Which items cannot be shipped from the US?

For security reasons, the following items cannot be shipped to the United States:

Firearm and replicas
Military items (accessories and military wear)
Pellet guns
BB guns (air rifles)
Used cell phone’s batteries
Bullets
Cash
Products made with CBD (Cannabidiol)
Pornographic material
Radioactive material
Hookah and accessories
Daggers
Knives
Military-style knives
Swords
Razors
Personal documents like passport, id, social security, credit cards, etc.

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How do I download and install the Aeropaq App for iPhone/iPod Touch/iPad?

1)Browse the iTunes AppStore and search for ‘Aeropaq’.
2)Click on ‘Install’.
3)Type your password to enter the AppStore.
4)Click on the button which will appear on the main menu.

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Can I track the progress of my order with AEROPAQ?

rastreoOf course.  As soon as we receive your packages from the supplier and process it into our system, you will receive an e-mail indicating the provider’s name, weight of the merchandise and a warehouse tracking number starting with WR-xxxxxx; this number uniquely identifies your package.

There are two ways of tracking a package when you access www.aeropaq.com.  You may enter a package ID number in the box at the top of the page or by logging into your account.
To access your account, you will need your Membership Account Number (AP-XXXXX) and password.  Once logged-in to “MY AEROPAQ” page, you will be able to track the progress of all your packages, as well as detailed account statement information.

Also, feel free to contact us via e-mail or call us to speak with a Customer Service Representative.

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Is my merchandise insured against damages or loss?

AEROPAQ takes all necessary precautions so your merchandise arrives undamaged and in optimal condition.
Nevertheless, we have insurance that guarantees compensation for damage or loss. You will be billed the 1% of the declared value of the merchandise for this purpose when it’s the cost is US$ 100 or less. If it exceeds this amount, you will be billed 1.5% of the declared value of the goods for this concept.

The value of the merchandise is determined by the official invoice provided by the supplier, used for customs declaration and tax purposes. It is very important that you are able to provide us this invoice upon request; its value will be taken as good and valid in the event you shall make any claims for loss or damages.

It is important that you send us this invoice when required, since its value will be taken as good and valid for your guarantee in case of damage or loss. If we do not receive the invoice, the merchandise will be insured based on a value of $50 which will be the maximum amount of return in the event of a claim.

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What is the procedure for shipping perfumes? Is there an additional cost?

Due to government restrictions for the safe transport of dangerous goods by air considered as hazardous (perfumes, nail polish, sprays or aerosols whose content is equal to or greater than 550ml) the Dangeorus Goods Safety Management Act was created and requires an additional tax payment for this concept.

You can transport cosmetics and perfumes with Aeropaq. The chart below outlines what you can expect to pay in tariffs for said articles, in accordance with the Act and with the package’s weight:

  • From 0 to 3 pounds, it will have an additional cost of US$5.00
  • From 4 to 9 pounds, it will have an additional cost of US$10.00
  • From 10 to 20 pounds, it will have an additional cost of US$15.00
  • From 21 to 30 pounds, it will have an additional cost of US$20.00
  • From 31 to 40 pounds, it will have an additional cost of US$25.00
  • From 41 to 50 pounds, it will have an additional cost of US$30.00
  • From 51 pounds, it will have an additional cost of US$35.00

It is important for you to be aware that the transport of 5 or more cosmetic items might be considered as a wholesale import by the DGA, and special permission from the Department of Public Health may be required.

Please be advised that the shipment of this type of merchandise is done every Friday. Items must be received in our warehouse in Miami before 2:00 P.M. on this day. We suggest you consider this when placing your order, especially if you plan to make a gift on a specific date.

Contact our Customs Department by calling 809.237.6727 if you have any questions.

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How can I return an order to Miami an order I placed by mistake?

If your order has not yet arrived to our warehouse in Miami, we suggest you first try cancelling your order through the vendor’s website by accessing your account.

If you are unable to cancel an order, we suggest you do the following:

1. Visit the online vendor’s site.
2. Log-in to your account and search for the order you wish to return.
3. Open a claim, or notify the seller you wish to return the item(s).
4. Ask the seller to send you a pre paid return label with tracking number.  Since we are a freight forwarder and do not have a mailbox to process the return of the merchandise from our warehouse, any carrier will require this from us.
5. If the store does not submit the return label with the tracking number, you will have to cover the shipping costs. In this case you must contact us via email explaining the case to servicioalcliente@aeropaq.com or operacionesdeservicio@aeropaq.com and requesting the price for the service.

Merchandise Return Label

Merchandise Return Label

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Are there any items that cannot be shipped from the United States?

For security reasons, the following items cannot be shipped from the United.

Firearm and replicas
Military items (accessories and military wear)
Pellet guns
BB guns (air rifles)
Bullets
Cash
Pornographic material
Chemicals
Explosives, fuel, corrosives
Air bags for vehicles
Sprays or aerosols
Compressed air capsules
Strong magnets
Dry or chemical ice
Radioactive material
Paint
Vehicle/inverter batteries
Hookah and accessories
Daggers
Knives
Military-style knives
Meat of any kind
Seeds to grow
Swords
Razors
Personal documents like passport, id, social security, credit cards, etc.
Perfumes (these can be transported with special handling. Review our blog post regarding the Handling of Hazardous Merchandise)

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Can I send medicines to the United States?

Yes, through DHL it is possible to send medicines to the United States. For this you must take into consideration the following rules:

1. If the person who is going to receive the medicines in the United States is a tourist or visitor (with a valid travel visa), they need:
• Copy of the Dominican passport
• Prescriptions issued by a local doctor.
Personal_Medication_Worksheet (a form that must be completed for customs).

2. If the person who will receive the drugs in the United States is a US citizen or resident, they need:
• Copy of passport or proof of citizenship.
• Prescription issued by a US doctor.
• Personal Medication Worksheet
• Intended use statement explaining why medication is imported rather than purchased domestically.

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When I try to place the order online, my credit card cannot be processed. What do I do?

Verify that your credit card issuing bank has our Miami address as your “Billing Address”.  This address is: 8540 NW 66 St., Miami, FL 33195-2698.
If the merchant is still unable to process your transaction, we suggest you try using a prepaid credit card.

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My package was retained by the DGA. What should I do next?

When packages arrive in Santo Domingo, the DGA verifies, identifies, and retains the items without invoices and could have a cost value of US$200 or more. When this happens, the Aeropaq’s Customs department informs the costumer via e-mail, request the invoice and the translation of the same. Once these documents are received, the department prepare the file and presents it to the DGA.

When the DGA validates the information, we proceed to check and valuate the file. The Customs Department of Aeropaq will communicate via e-mail to the customer, that the package or merchandise has Customs Taxes to pay, the amount and the payment methods to do so.

Once paid, the merchandise is dispatched by DGA and Aeropaq. After finishing the process, we notify the customer when is ready to pick up at his Terminal, Punto PAQ of pick up or is delivered to its home or work place if it is in Delivery Route.

Glossary of Customs terminology

Commercial invoice: the invoice for the purchase of products.
Creation of the dossier: along with the invoice and description of the merchandise, Aeropaq proceeds to process a dossier on behalf of the client.
Execution of the record: with the bill and the detail of the merchandise the record of the package is created under the client’s name.
Customs declaration: once the record is completed, it is transmitted to the DGA via its website for the verification of the sent data.
Verification: process in which boxes are opened and cross-checked to verify their physical content is the same as the declared one.
Valuation: process in which the value of the products are compared and verified with the DGA’s database.
Payment: a print-out of the Customs tariffs approved by the customer.  Payment is processed.
Dispatch: process in which the merchandise is released from the DGA’s deposits and sent to Aeropaq.

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Is there a special regulation for the transport of tobacco and alcohol?

The transportation of tobacco and alcohol, as well as products of other categories, are regulated by the General Customs Directorate.

Purchases that exceed the amount allowed for personal consumption (5 liters in alcoholic beverages or 20 packs of 10 cigarettes units) or allowed import amount (US $ 200) will pay the customs taxes corresponding to their category.

This measure was put into effect from November 7, 2017.
For more information you can access the DGA website here -> www.aduanas.gob.do

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What is the Registro Único Aduanero (RUA)?

The RUA is the registration that every person who buys online and brings their purchases by Courier, must do on the platform of the General Directorate of Customs.

The objective of this registry is to differentiate those who use this channel for commercial purposes from those who use this channel for personal consumption and thus expedite the customs clearance of the same, for which the benefit of tax exemption on purchases under $200 (Two Hundred North American Dollars).

As a user of the Courier service and AEROPAQ customer, you must complete the RUA registration, as it is a requirement for the dispatch all your packages.

If you have not done so yet, register now at this link -> www.aduanas.gob.do/de-interes/consultas/registro-courier/

For more information, you can consult the DGA website -> www.aduanas.gob.do

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USPS delivers during COVID-19

In the last weeks we’ve experienced important delays in the United States Postal Service (USPS) due to the global situation we’re living with the COVID-19. The closing of airports and the cancellation of multiple flights have caused a huge stock of packages in their warehouses.

It’s important to remember that, when USPS identifies a package or correspondence as Delivered, it takes, at least, 7 work days to complete the deliver to our warehouses in Miami, issue that has been acknowledged by the Courier Association (ASODEC).

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Do service delivery? How to apply for the service?

We have available the delivery of packages in the Metropolitan Area of Santo Domingo from the Piantini terminal TOTALLY FREE.
To request it you must do it by accessing your account from our website or mobile applications for iOS or Android. Its delivery time is 24 to 72 hours from the moment it is requested.
Delivery hours are Monday through Friday from 8:00 a.m. – 7:00 pm.; Saturdays 8:00 a.m. – 2:00 p.m.

We have 2 types of Delivery Service available for your choice:

Delivery on demand
For clients who wish to receive a specific package or group of packages and who are under the status of Available to withdraw at the following Terminals in Santo Domingo: Piantini, Bella Vista, Arroyo Hondo or Drive Go Thru.
To request it you must perform the following steps:

1. Login to your account at Aeropaq.com.
2. Click on Payment Methods.
3. Register your Credit or Debit Card VISA or Mastercard.
• To (Remember to validate the Code that the Bank provides you)
4. Enter the Packages tab.
5. Click on the Pay option.
6. Validate the amount to pay and click continue.
7. In Delivery Form select Home Delivery.
8. Choose the corresponding address and click continue.
9. Check the detail of your invoice and select Pay by Card.
10. Select your card and click on Use Selected Card.

Fixed delivery
Available to all customers who want the permanent delivery of all their packages to their home or office.
For this you must access your profile and change to the delivery route that corresponds to your area:

• DO – DELIVERY – ZONE METRO
• DO – DELIVERY – BELLA VISTA
• DO – DELIVERY – ARROYO HONDO

1. Login to your account.
2. Enter Destinations.
3. Change to the Delivery Route that corresponds to your delivery area.
a. Zona Metropolitana.
b. Bella Vista.
c. Arroyo Hondo.

4. Save the changes.
5. Exit the page completely.
6. Then Login again to your account.
7. Enter payment methods.
8. Register your Credit or Debit Card Visa or Mastercard.
9. Validate the registration with the code that your bank will send you.

* Important: The change of route to Delivery will only apply to those packages that arrive in Miami after making the change to this route.
** Estimated delivery time: 24 to 72 hours after being released from Customs.

Delivery Sectors

• Delivery Zona Metro
o Ciudad Moderna
o Ciudad Nueva
o Don Bosco
o El Millón
o El Millón II
o El Milloncito
o El Vergel
o Ensanche Carmelita
o Ensanche Julieta
o Ensanche Miraflores
o Ensanche Paraíso
o Ensanche Quisqueya
o Estela María
o Evaristo Morales
o Gazcue
o Julieta Morales
o La Castellana
o La Esperilla
o Los Prados
o Las Praderas
o Altos de Las Praderas
o Los Robles
o Naco
o Piantini
o Serrallés
o San Gerónimo
o Fernández
o Zona Colonial
o Zona Universitaria

• Delivery Bella Vista
o Atala
o Alfimar
o Cacicazgos
o Cacique I
o Centro de los Héroes
o Dominicanos Ausentes
o El Portal
o Helio del Este
o Honduras
o Jardines del Caribe
o Jardines del Embajador
o La Paz
o Los Jardines del Sur
o Los Maestros
o Mirador Norte
o Mirador Sur
o Miramar
o Renacimiento
o Restauradores
o Roca Mar
o San Miguel
o Sarasota
o Tropical
o Urbanización Real
o 30 de Mayo

• Delivery Arroyo Hondo
o Arroyo Hondo
o Arroyo Hondo Viejo
o Altos de Arroyo Hondo
o Altos de Arroyo Hondo III
o Ciudad Real II
o Claret
o Colinas del Seminario
o Constelación
o Cuesta Hermosa
o Ensanche La Fe
o Gala
o La Aldaba
o Los Caminos
o Los Jardines
o Los Ríos
o Mirador de Arroyo Hondo
o Nuevo Arroyo Hondo
o Residencial Carmen María
o Residencial Villa Graciela
o Urbanización Ciudad Real
o Villa Marina

• Delivery Santiago
o El Congo
o Ensanche Julia
o Pueblo Nuevo
o Reparto Perelló
o Sector Baracoa
o Sector Cerro Hermoso
o Sector Cerros de Castillo
o Sector Cerros de Gurabo
o Sector Cerros de Gurabo II
o Sector Ejido
o Sector El Dorado I
o Sector El Embrujo I
o Sector Ensanche Bolívar
o Sector Española
o Sector Hoya del Caimito
o Sector La Esmeralda
o Sector La Junta
o Sector La Moraleja
o Sector La Rinconada
o Sector La Trinitaria
o Sector La Zurza
o Sector La Zurza II
o Sector Lo Bueno
o Sector Los Colegios
o Sector Los Girasoles
o Sector Los Jardines Metropolitanos
o Sector los Pepines
o Sector Reparto Consuelo
o Sector Reparto del Este
o Sector Reparto Ilusión
o Sector Rincón Largo
o Sector Savica
o Sector Simón Díaz
o Sector Villa de los Cerros
o Sector Villa Olga
o Urbanización Las Damas II
o Urbanización Los Hidalgos
o Urbanización El Paraíso
o Urbanización Miami

• Sectors that do not have coverage:
o Cuesta Brava
o Villa Maria
o Don Honorio
o El Condado
o Herrera
o La Yuca
o Las 800ta
o Las Colinitas
o Los Ceralejos
o Los Pinos
o Los Praditos
o Miraflores
o San Carlos
o Villa Aura
o Villa Claudia
o Villa Consuelo
o Villa Francisca
o Villa Juana
o Villa Mella

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Why should I re-pack my TV?

At AEROPAQ, knowing that the factory packaging may not protect your TV during transportation to the Dominican Republic and in order to protect it from improper handling related to the logistics chain, televisions will be re-packed.

This re-packing will be done according to the need. The size of the TV will define the charge that you will have to pay for this service, which you will see reflected in the invoice.

It is important to know that this is not an optional service, Aeropaq will only transport the televisions that are re-packed, so we recommend you take into account the corresponding value in the calculation of the total cost of importing the TV, which you can consult in the following chart:

TV IN INCHES

RE-PACKING COST

Less than 27”

US$10

27” – 29” – 32”

US$20
39”- 40”

US$30

45” – 49” –  50”

US$35
55”

US$40

65”

US$50

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What is the VUCE permit?

Cell phones and telecommunications equipment, both landline and mobile, require an import permit called VUCE-INDOTEL. This permit is required to complete the clearance process of a package containing the mentioned items.

The authorization request and the payment of this permit is processed at INDOTEL and is carried out electronically on the website of the Integrated Customs Management System (SIGA).

When this permission is necessary, you will receive a notification from AEROPAQ via e-mail, which will indicate you the steps to follow in this process.

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What is Fractionation Withholding?

The Norma General No. 01-2018 that regulates the fractionation of goods through courier companies, indicated in Article 1, section D, the following:

“It is presume that there is shipment fractioning when it is introduced identical, similar, substitute or complementary goods, as a result of shipments of the same or different consignors, for the same consignee or related person (partners, dependents of the same employer) using one or more mother guides from the same Courier or from different Couriers, or using a set of procedures within a period of thirty (30) days or less, or when the import is part of a series of imports made or planned for the purpose of covering up commercial unduly benefited from the category “B”, which established in the Regulations for the Express Shipping Office. ”

For more information, you can access the full standard on the website of the General Directorate of Customs: www.aduanas.gob.do/media/6866/norma-general-01-2018-sobre-envios-couriers-con-finalidad-comercial.pdf

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Still you have doubts?