Terms and Conditions

Virtual Mailbox Terms – Tropicargo

1. Purpose of Service

• Virtual Mailbox in the U.S.: Tropicargo provides the customer with a physical address in the United States to receive their online purchases. These packages may be consolidated and shipped to Cuba according to the selected method or customer instructions.
• Registration and Tracking: Packages received at Tropicargo facilities will be registered in the TrackingPremium system, where the customer can check their shipment history and monitor tracking in real time.

2. Mailbox Registration and Use

• The assigned mailbox is personal, exclusive and non-transferable; it should only be used by the account holder.
• The customer is responsible for providing and keeping their personal and contact information up to date.
• When making each online purchase, the customer must include their full name and assigned mailbox number in the shipping address.
• Tropicargo is not responsible for packages that arrive without proper identification (name and mailbox number) or with incomplete/incorrect labels.
• Improperly identified packages may experience delays, be held, or not be registered in the system.

3. Package Reception and Storage

• Package Registration: All packages that arrive correctly identified at our facilities will be registered in the customer's mailbox within TrackingPremium.
• Reception Confirmation: The reception confirmation of a package only indicates that it was physically delivered to our facilities; it does not certify its condition, functionality, or internal content.
• Free Storage (7 days): The maximum free stay for packages in Tropicargo's warehouse is 7 calendar days.
• Extended Storage Fee: Starting from day 8, a fee of $3 USD per additional day of storage will be charged.
• Abandoned Packages (>30 days): If a package remains in the warehouse for more than 30 days without customer instructions, it will be considered abandoned, and Tropicargo may dispose of it without obligation to refund the customer.
• Tropicargo does not offer specialized storage (for example, temperature control for perishables, special handling for fragile items, etc.).

4. Responsibility for Content and Unreceived Packages

• Tropicargo assumes no responsibility for damages, shortages, defects, or errors in items that originate from the supplier, store, or platform where the purchase was made.
• Any return, claim, or replacement for merchandise issues must be handled directly by the customer with the original store or supplier.
• Claim Costs: All costs associated with returns or claims (for example, return shipments, reshipments, taxes, or additional fees) will be borne by the customer.
• Tropicargo is not responsible for packages that do not arrive at our facilities or that do not appear registered in the TrackingPremium system (i.e., shipments lost before reaching Tropicargo).
• Any claim for packages not delivered by the store or supplier must be directed exclusively to the corresponding seller or purchasing platform.
• Tropicargo only assumes responsibility for packages whose purchase was directly managed by our team through the Assisted Purchases service (see section 5).

5. Assisted Purchases

• When requesting the Assisted Purchases service, the customer expressly authorizes Tropicargo to make purchases on their behalf, using funds provided by the customer.
• Additional charges apply: Sales Tax: 7% on the purchase value. Management Commission: 5% of the purchase value for processing and management of the assisted purchase.
• Payment and Refund Policy: Once the assisted purchase is made and payment is completed by the customer, said payment is final and non-refundable, even if the customer later decides to cancel the shipment or operation.

6. Shipping, Consolidation and Estimated Times

• The customer may request consolidation of their packages (combining multiple packages into a single shipment) before dispatch to Cuba, according to their instructions.
• Shipping cost is calculated based on actual weight and volumetric weight of packages (after consolidation, if applicable), as well as the selected shipping method and final destination.
• Tropicargo is not responsible for delivery delays due to causes beyond our direct management, such as customs processes, weather conditions, additional inspections, logistical congestion, or force majeure.

7. Shipping Methods and Estimated Times

The following shipping methods are available:

• Air Shipping: Approximately 7 to 15 business days from the package's departure from the U.S. warehouse, subject to available flight frequency and customs clearance in Cuba.
• Maritime Shipping: Approximately 21 to 45 days from the package's departure from the U.S. warehouse, subject to customs clearance in Cuba.
• Express Service: Priority service, departing on the next available flight or shipment (usually Wednesday or Friday). Estimated delivery of 24 to 72 hours from arrival in Cuba (minimizing transit times).

Note: The indicated timeframes are approximate and may vary due to operational, logistical, or customs factors beyond Tropicargo's control.

8. Payments and No-Refund Policy

• Advance Payment: All services must be paid in advance through payment methods authorized by Tropicargo, before the provision of the corresponding service (whether an assisted purchase, shipment, or other service).
• Non-refundable First Payment: The first payment made by the customer for any service (assisted purchase, shipment, handling, or other) is non-refundable under any circumstance, unless there is a verifiable error attributable to Tropicargo that justifies the refund.
• Tropicargo reserves the right to withhold, suspend, or deny the provision of new services if the customer has outstanding invoices or overdue balances.

Warehouse Package Reception Terms

1. Package Reception

• Tropicargo will notify the customer when a package is physically received at the warehouse and registered in the TrackingPremium system.
• The reception notification only confirms the physical arrival of the package; it does not certify its content, internal condition, or functionality.
• Tropicargo's responsibility begins only after the package has been registered in the system.
• Packages delivered without name, without mailbox number, or with incorrect information may not be identified, which is not Tropicargo's responsibility.

2. Responsibility for Unregistered or Unreceived Packages

• Tropicargo will not be responsible for packages that do not arrive at our facilities or that do not appear registered in our tracking system (TrackingPremium).
• If a package does not appear in the system, it is considered not received, and Tropicargo assumes no responsibility for its loss, location, or handling.
• All claims for packages not delivered by the supplier, store, or purchasing platform must be made directly with the corresponding seller.
• Tropicargo only assumes responsibility for packages in which our team directly manages the purchase, through the assisted purchases service.

3. Merchandise Condition

• Tropicargo is not responsible for defects, damages, shortages, or errors from the original supplier or store.
• If the customer requires claims, returns, or replacements, all costs will be borne by the customer.
• Inspections or photographs must be requested in writing and may have additional charges.

4. Temporary Storage

• Packages may remain in the warehouse for up to 7 days at no cost.
• Starting from day 8, a charge of $3 USD per day will apply.
• After 30 days without instructions, the package will be considered abandoned and Tropicargo may dispose of it without obligation of refund.
• Tropicargo does not offer specialized storage.

5. Discrepancies and Reports

• Any discrepancy must be reported within a maximum of 48 hours after the reception notification.
• Late reports will not be processed. Tropicargo will not be responsible if prior inspection was not requested.

Delivery Note Terms – Tropicargo

1. Purpose of the Delivery Note

The Delivery Note issued by Tropicargo constitutes the document that certifies the physical delivery of packages to the final recipient indicated by the customer.

2. Mandatory Review and Delivery Conformity

• The recipient must review the merchandise at the time of delivery, verifying number of pieces, weight, volume, packaging condition, and visible condition of the content.
• Immediate review is mandatory and an essential condition of the service.
• Any shortage, visible damage, impact, breakage, moisture, violated seal, or difference must be reported and noted on the Delivery Note at that moment, before signing.
• The recipient's signature, or digital confirmation of receipt, constitutes full conformity and acceptance that the merchandise was received complete and in good apparent condition.
• If the recipient does not record observations at the time, the delivery will be considered accepted and conforming, with no right to subsequent claims.

3. Claim Deadline

Tropicargo only admits claims made at the time of delivery. No subsequent claims will be accepted, without exception, as the customer has the obligation to review the merchandise upon receipt.

4. Exclusions of Liability

• Before receipt at our warehouses and offices.
• Due to improper handling by the original supplier or manufacturer.
• Due to force majeure causes (weather, customs inspections, retentions, transport delays, or other external factors).

5. Customs Verification

Delivery is subject to Cuban Customs regulations, so Tropicargo will not be responsible for inspections, retentions, openings, value adjustments, or additional tariffs determined by the authorities.

6. Acceptance

The recipient's signature or digital confirmation implies total acceptance of the delivery, conformity with the apparent condition of the merchandise, and acceptance of these Terms and Conditions, especially the obligation of immediate review.

Billing Terms and Conditions – Tropicargo

1. Invoice Issuance

• All invoices issued by Tropicargo correspond exclusively to services requested or authorized by the customer, such as: Virtual Mailbox, Assisted Purchases Service, Package Shipping, Warehouse Handling and Package Consolidation, Additional Complementary Services.
• Each invoice will include the total amount applicable to the service, which may incorporate: Taxes, Operating fees, Additional charges for weight, volume or handling, Processing commissions, Administrative expenses, when applicable.
• Invoice issuance will be made once the service is completed or at the time the corresponding charge is requested or generated.

2. Payment Terms

• The customer must make payment within the term indicated on the invoice or notification sent by Tropicargo.
• Payments must be made only through authorized methods: Online payment through official platforms, Cash payment at offices or authorized points, Pre-approved transfers or electronic payments.
• Failure to meet payment deadlines may result in: Temporary suspension of mailbox access, Retention of packages or merchandise in warehouse, Inability to generate new shipments or deliveries, Additional administrative charges for late payment, when applicable.
• Tropicargo reserves the right to retain merchandise until the entire outstanding balance has been settled.

3. Payment Application

• Each payment received will be applied directly to the invoice indicated by the customer.
• In case of existing overdue invoices or previous outstanding balances, Tropicargo may apply the received payment to cover said amounts before applying it to new invoices.
• The customer is responsible for providing correct information for payment application.

4. No Refund Policy

• All payments made for issued invoices are final and non-refundable, unless an error directly attributable to Tropicargo in billing is proven.
• In assisted purchase, shipping or transport reservation services, the amount paid will not be refundable, even if the customer decides to cancel the operation or not complete the process.
• Payments for services already performed, handling, storage or administrative expenses will not be subject to return under any circumstances.

5. Customer Responsibility

• The customer must carefully review all information contained in the invoice at the time of receipt.
• Any error, discrepancy or inquiry must be notified to Tropicargo within a maximum of 48 hours from the issuance or receipt of the invoice. After this period, the invoice will be considered fully accepted.
• It is the customer's responsibility to ensure that their personal data, mailbox number and contact methods are updated in Tropicargo's system.

6. Merchandise Retained for Non-Payment

• Tropicargo may retain, store or suspend the delivery of packages until all outstanding invoices have been paid.
• Prolonged storage may generate additional charges, according to the current storage policy.
• If the customer does not settle the payment within a reasonable time, Tropicargo may take additional measures according to internal policies and applicable laws.

7. Receipts and Documentation

• Once payment is applied, Tropicargo will make the corresponding confirmation available to the customer.
• The customer may request a copy of their invoice or payment history through official channels.

Prohibited or Restricted Content

Merchandise or content considered prohibited or restricted includes, but is not limited to:

• Illegal substances: Any type of drug, narcotic, or substance whose transport, possession, or trade is prohibited by law.
• Dangerous goods: Flammable materials, explosives, dangerous chemicals, or any item classified as hazardous material that is not properly authorized for transport.
• Weapons or weapon parts: Firearms, ammunition, prohibited bladed weapons, components or weapon parts, and any military artifact whose shipment is not expressly permitted.
• Counterfeit merchandise: Pirated or counterfeit products, merchandise that infringes intellectual property rights (trademarks, patents, copyrights), or whose trade is illegal.
• Perishable products without proper conditioning.
• Cash money.

Any item falling within these categories will not be transported. Tropicargo reserves the right to retain or reject these packages, and even to dispose of or return prohibited merchandise, without any compensation to the customer, especially if its shipment violates applicable laws or regulations.

Limitation of Liability

• Tropicargo is not responsible for damages caused by supplier packaging, customer errors, or factors beyond our control.
• Tropicargo's maximum liability, in case of proven negligence, is limited to the value of the service, not the value of the package contents.

Acceptance

The use of Tropicargo services implies automatic, full, and express acceptance of all these Terms and Conditions by the customer. The customer acknowledges that they have read, understood, and accepted each of the provisions contained herein, without exception.