Services

Our services

• Door / Door Services
• Airport / Airport Services *
• Customized solutions according to your needs
• Coordination of customs procedures *
• DDP Service (Delivery Duty Paid) *
• Shipments with payment at destination *
• Declared value for documents, general merchandise and electronics
• *Restrictions applied

Additional services

Our standard service has also additional added values, contact us for more information.

Additional services

If your shipment requires any service such as: exit certificate, temporary export permit, etc; It will take 24 to 48 business hours in addition to the normal transit time.​​​​

Chargeable weight

The weight to be charged for your shipment will be established according to the actual weight or the volumetric weight, whichever is greater. To calculate the volumetric weight, this is the formula used:
(Length x Width x Height) cm ÷ 5000 = Kilos.
This calculation allows us to maximize the spaces in our aircrafts.​​​​

Declared Value for Transportation

​​​​This service allows you to include additional protection to your shipment.

Fuel charge

For information contact our offices by clicking here or through your assigned Account Executive.

Additional charges

• ​Collect: A charge will be added for each delivery with cash on delivery (restrictions apply)
• Charge for air waybill correction.
• Change of address fee.
• Charges may apply for deliveries outside the coverage perimeter of Copa Airlines Courier.
• Perishables: A charge will be applied for additional handling of perishable products (restrictions apply by destination).
• Charge for oversized (per piece that exceeds 120 cm on one of its sides or if the piece exceeds 70 Kg).​

Prohibited content

• Cash.
• Blank checks.
• Firearms and/or their parts.
• Narcotics.
• Pornography.
• Animals.
• Flammable or hazardous materials as established by IATA.
• Plants.
• Identity documents (identities and licenses).
• Antiques.
• Human Remains in Ashes.
• Counterfeit or imitation merchandise.
• Goods that are prohibited by any regulation of the destination country.
• Merchandise with packaging in poor condition or with exposed content.
• Infectious biological samples.
• Loose batteries or cells under UN3090 (Lithium metal batteries) and UN3480 (Lithium ion batteries).

Restricted content

• Jewelry and precious materials.
• Liquor.
• Medicines or pharmaceutical products, medical samples.
• Perishable Products.
• Liquids.
• Groceries.
• Tobacco.
• Biological samples.
• Ceramic (it is mandatory that the customer signs the disclaimer).
• Credit cards (a letter from the bank is required indicating that it is deactivated).
• Passports (only through the Embassy / prohibited to the United States).
• Lithium Ion Batteries in Equipment (UN 3481) meeting the provisions of Section II of Packing Instruction 967 and Lithium Metal Batteries in Equipment (UN 3091) meeting the provisions of Section II of Packing Instruction packaging 970.
• No more than four batteries or two batteries per package can be sent by Courier.
• The following are not accepted for transportation: defective, reconditioned, restored lithium ion batteries, nor those intended for exchange, recycling or disposal purposes, whether they are transported individually or as part of a team.

Claims

In the event that your package arrives late, incomplete, damaged, looted or in poor condition, the following is required to present your formal claim:

• Formal claim letter addressed to the Copa Courier Claims Department, where the amount to be claimed is quantified.
• Attach a copy of the air waybill and a copy of the purchase invoice (in the case of items). Said documentation is essential to start the claim process and the investigation corresponding to your case.
• Your case will go to a complaints committee where it will be reviewed according to the investigations and you will be provided with a response regarding the incident.
• You must present your notice of claim no later than 14 days after the delivery of your package, except in the case of loss of your Courier, it can be up to 120 days after the date of issuance of the air waybill.

​​To file your claim, go to the contact us section by clicking here.

​​Types of claims

Our liability is limited to what it is established in the Montreal Conventions or the Convention that applies for damage, loss or delay.

• Claim for delay in delivery: Occurs when the Courier does not comply with the transit time agreed with the client, whether it is 24 hours, 48 hours or 72 hours. For delay, the maximum limit of our responsibility is the return of the freight paid.​
• Claim for loss: A shipment will be declared lost when, after conducting a thorough search, it cannot be located. The customer must present his claim within 120 days from the date of issuance of the air waybill. In the event that the shipment is not insured, the client will be reimbursed what applies in accordance with the Montreal agreement or the agreement that applies.​
• Claim for looting, theft or lack of content: We will assume responsibility for this type of claim, when the difference in weight is verified, the client will be reimbursed according to the Montreal agreement or the agreement that applies.​​
• Claim for damage: The customer must present his claim immediately upon discovery of the damage and no later than 14 days after receipt of the goods in case the shipment is not found.

​​Declared Value for Transportation

​​​​Copa Courier's liability is limited to payment in accordance with the Montreal Agreement or the applicable Agreement. Unless the shipper declares a value for additional transportation, it may be equal to, but not greater than, the value declared by customs. This service allows you to protect your shipment for a maximum amount of US $650.00. The minimum amount to pay is US $5.00 to protect your shipment for US $100.00. For greater protection, the client will pay US $0.50 cents for each US $50.00 of the declared value.

If you need to process a claim, enter the Contact Us section by clicking here.​​​​

​​Legal information

See our contract conditions: Terms and conditions.pdf

Read our privacy policy: Privacy Policy.pdf

See our compliance statement: Compliance Statement.pdf

Colombia indicators

Indicadores de calidad Copa Courier Colombia.pdf