Frequently Asked Questions

The shipping cost is calculated with a base fee of $5.00 USD plus $2.00 per pound. For example, a 10-pound package would cost $5.00 + (10 × $2.00) = $25.00 USD.

Packages you send arrive in 7 to 14 business days, counted from pickup, door to door. Catalogue products have their own delivery time, shown on each product.

We deliver to every province in Cuba, door to door, right to the recipient's home.

We pick it up at your home: you choose a day and a two-hour window when you create the shipment. Pickup has a distance-based fee ($5.00 base + $1.50 per mile, up to 100 miles from Miami), and you see it before you pay. We have no location to drop packages off for now.

Each package can weigh between 10 and 100 pounds. For loads of 50 pounds or more within Florida, we recommend our heavy cargo transport service.

Yes. You can see your shipment's status at every stage on app.paketico.com or shop.paketico.com: when we pick it up, when it is in transit, when it reaches its destination and when it is delivered. We notify you of every change.

We offer a delivery guarantee. If your order or package never reaches its destination, we refund the full amount you paid. The refund is processed by a person, back to the card you paid with.

We ship everything that US law and Cuban customs allow. We do not ship weapons, ammunition, explosives, flammable products, illegal drugs or counterfeits. Food, hygiene products and medicines (medical supplies too) travel alone in their own package, never mixed with anything else. When you ship your own packages, one shipment can carry up to three, one of each kind (“Food, hygiene and medicine”, “Miscellaneous” and “Durable goods”), each with its own base fee plus its pounds, and pickup is charged once. In store orders, food, hygiene products and medicine also travel in their own package; if that package or the one with the other products would not reach the minimum weight on its own, they travel together in one. If you are not sure, ask Paketico AI or support before you send it.

Yes, all prices on Paketico are in US dollars (USD).

Yes. Before we dispatch your catalogue order, or before we pick up your package or cargo, you can cancel it for a full refund, pickup fee included. After that, write to us and a person will review your case. Refunds are made by hand, back to the card you paid with.

If a product runs out of stock after your payment but before processing, we review your order and manually refund the amount to the card you paid with.

We accept Visa and Mastercard credit and debit cards, processed on a secure payment page. Card details are never stored by Paketico.

Yes. Payments are made on our payment processor's secure payment page. Paketico never sees or stores your card numbers.

Paketico reviews each refund and issues it manually to the card used for payment. We let you know when it is done. It usually takes a few days to show in your account, depending on your bank.

It's a heavy cargo transport service (50 pounds or more) exclusively within the state of Florida. Ideal for moving appliances, furniture, construction materials, auto parts, and pallets.

The rate is calculated with a base of $50.00 USD plus $0.50 per pound and $2.00 per mile. For example, transporting 100 pounds over 50 miles would cost $50.00 + $50.00 + $100.00 = $200.00 USD.

Currently, the transport service is available only within the state of Florida, with a maximum distance of 500 miles between pickup and delivery points.

Yes. You can select your preferred pickup date from the days and time windows the app shows as available. The quote is automatically calculated using the actual distance between your locations.

Create your account at app.paketico.com (web app) or shop.paketico.com, with your email and a password, with Google or with Apple. If you sign up with email, you will get a message to confirm it.

Yes. The app is available in Spanish and English. You can change the language at any time from your profile settings.

Yes. You can enable or disable notifications by category: order updates, shipping updates, and promotions. Important system notifications are always sent.