FRECUENTLY ASKED QUESTIONS
WHERE CAN I LEAVE MY SHIPMENT?
In any of our 11 shipping and collection points across different states of the country. Find them at the vivacargo website Https://www.vivaaerobus.com/mx/volar-con-viva/viva-cargo
WHICH ARE THE PAYMENT METHODS?
You can pay at the moment of delivering your shipment at the counter with your credit card. If you wish, we can charge the payment at the destination (freight collect) as long as it is also paid by credit card.
HOW CAN I KNOW THE STATUS OF MY CARGO?
You can monitor the status of your cargo in our website with your tracking number. We will also send you emails with notifications of every step.
WILL I BE CHARGED BY WEIGHT OR BY VOLUME?
It will depend on the formula to determine the collectible weight, since the result is compared to the real weight of the shipment and the greatest will be considered as the collectible weight.
HOW MANY KILOS CAN I SEND?
The maximum weight by box allowed is 150 k, since the average capacity per flight is 2 tons.
WHAT ARE THE MAXIMUM DIMENSIONS ACCEPTED?
The maximum dimensions are 110 cm length, 170 cm width, and 100 cm height. The volumetric factor used is 6 000 cm3 per kilogram.
ARE THERE ADDITIONAL CHARGES?
Manifest Airway bills: $80.00 MXN Fuel charge: $1.00 MXN per kg Matrix (Only for cargo with origin and destination TIJ) $1.40 MXN per kg / Minimum charge $70.00 MXN Prices + 16% VAT
HOW LONG CAN I WAIT TO PICK UP MY CARGO AFTER ITS ARRIVAL?
A charge for storage will be made 2 days after the arrival of the cargo ($1.00 MXN per kg per day) and in case of requiring storage in a cold room, the charge will be applied the day after the arrival of the cargo ($1.50 MXN per kg per day).
IS THE SPECIAL SERVICES FEE THE SAME AS THE GENERAL FEE?
No, the fee changes depending on the service you select, you can check it in our price list *insert PDF of charging fees*
WHAT SPECIAL ATTENTION DO TRAVELING LIVE ANIMALS RECEIVE?
We care about the health and well-being of your pet and of any species. For this reason, we have a special monitoring and visibility service to take care of them from their reception to their final destination.
IN THE EVENT THAT MY CARGO IS LOST OR IT ARRIVED DAMAGED, DO I HAVE A WARRANTY?
The warranty is stated in the transportation agreement behind your air waybill.
If required, you can also insure your cargo at an additional cost over the declared value of your merchandise. Contact us for further information.
TO WHOM MAY I ADDRESS IN CASE I NEED ASSISTANCE WITH MY SHIPMENTS?
You can contact our call center or the phones or emails on our website.
HOW MANY PACKAGES CAN I SEND?
There is no limit on the number of packages; the capacity is limited by the space inside our planes, which is of 12 cubic meters per flight.
ARE THERE ANY FORBIDDEN ITEMS TO SEND?
Yes, in no case do we transport goods considered dangerous in accordance with the provisions of the IATA regulations. You can check them here: https://www.iata.org/contentassets/b08040a138dc4442a4f066e6fb99fe2a/dgr62-addendum1-en.pdf
CAN I CANCEL A WAYBILL?
Yes, as long as the cargo has not been shipped, otherwise the transfer fee will be charged for its return to origin.