These Terms govern the use of the services of Novara Logistics ("Novara"), operated by Juan Andrés Mendoza Ibarra, RUC 8-NT-2-773497. By creating an account, pre-alerting a purchase or handing us cargo, you accept these Terms.

1. What Novara does

Novara gives you a mailbox at the origin (Miami, Colombia or China, depending on the route) to receive your purchases and cargo, transports it to Panama, records every package with a photo and its weight when we receive it, and delivers it the way we arrange with you: to your door, at a drop-off point or in your building. The status of every shipment can be checked online.

Novara is a freight transport service. It is not a store, a distributor or a retail warehouse: we do not sell the products you buy and we are not a party to that purchase. We give no warranty on the goods and are not responsible for their quality, authenticity, performance or nature, nor for what the store does or fails to do: those claims go to whoever sold to you. Nor are we responsible when a purchase affects the rights of an exclusive distributor in Panama; the service operates within free e-commerce.

2. Your account and your pre-alerts

You must give us accurate information and keep it up to date.
You are responsible for what happens on your account and for keeping your access secure.
Pre-alerts must truthfully describe the contents and value of each package. A false or incomplete description can delay the shipment and makes you responsible for the charges and penalties it causes.

3. Identifying packages

Cargo travels consolidated. When a package arrives without enough identification, Novara may open it to determine which customer it belongs to and assign it correctly. By using the service you authorise that opening, which is limited to identifying the recipient.

4. Goods we do not carry

We do not carry weapons or weapon parts, explosives, drugs or narcotics, cash, live animals, plants or perishables, nor items prohibited or restricted by the laws of Panama or of the origin country. Some products require permits, health registrations or other documents before they can be imported.

Dangerous goods (DG) only travel if you tell us before you ship them: they have their own cut-off, and Novara may ship them as special cargo or refuse them. Any special formalities must be notified before the flight or the sailing.

Packaging. Suitable packaging is the customer's responsibility. Ask the store to pack fragile items (laptops, delicate items and liquids) with bubble wrap, foam and a printed fragile label. Packaging in Miami must be requested before shipping and is quoted separately.

Novara may refuse, hold or return a package that does not meet these conditions or that compromises the company's professional ethics. In those cases it is not responsible for its loss or for the charges caused when the breach comes from what was shipped.

5. Rates and payment

Air shipments are charged per pound of actual weight, rounded up to the next full pound, with a 1 lb minimum.
Sea shipments, once available, are charged per cubic foot: length × width × height in inches ÷ 1728.
Current rates are published on this site. They may change; the rate that applies is the one published when the package is received at the origin hub. Routes or cargo without a published rate are quoted before shipping.
Additional services (packaging, pickup in Miami, storage at origin and insurance) are quoted before they are provided.
Any taxes, duties and third-party charges are additional and borne by the customer.
A package is released once its charges are paid in full. The only exception is accounts with credit approved in writing by Novara, which pay under the agreed terms.

6. Delivery times

Times are estimates, not guarantees:

Air: daily flights; 2 to 3 business days from Miami to Panama.
Sea: cut-off on Tuesdays at 2:00 pm and departure on Fridays; 8 to 10 days from sailing.
Dangerous goods: cut-off on Wednesdays; arrives early the following week.

The leg from the store to Miami depends on the shipping option you choose at the store. A package may be put on hold when it needs an operational or documentary review; its status shows this and the shipment continues once it is resolved. Novara is not responsible for delays caused by customs, authorities, the origin store, the carrier that brings the package to the mailbox, or events of force majeure.

7. Liability, insurance and claims

Novara is responsible for a package from the moment the Miami warehouse signs for it. It is not responsible for cargo that never reached that warehouse: until then it is in the hands of the store and its carrier, and any claim goes to them.

Without insurance: if a package is lost, Novara is liable for 25% of the value of the goods, based on their purchase invoice. There is no cover for damage: if a package arrives damaged, we document it with photos when we receive it in Panama and give them to you so you can claim from the store.
With insurance (optional, for high-value goods): it costs a percentage of the commercial invoice value, quoted and paid before shipping. It covers 100% of the insured value against misplacement, loss, theft or mishandling from the Miami warehouse until arrival in Panama. From arrival in Panama onwards, including delivery, the uninsured rule applies.
Not covered, with or without insurance: fragile cargo without a printed fragile label, damage caused by inadequate packaging, cargo that never reached the Miami warehouse, and packages delivered by USPS, because USPS does not provide reliable confirmation of delivery at that warehouse.
Novara's liability never exceeds the value on the commercial invoice for the goods.

Claims. Claims are made in writing to [email protected] and must include a description of the problem, proof that the cargo is yours (commercial invoice and proof of payment) and the tracking number. Novara has 8 business days to investigate and respond.

To the extent permitted by law, Novara is not liable for indirect damages, loss of profit or loss of opportunity arising from use of the service.

8. Delivery, storage and abandonment

We notify you when the package is ready for delivery in Panama and arrange with you how you receive it.
From that notice you have 30 calendar days of free storage.
After those 30 days a storage charge applies, at the rate published on this site, payable together with the freight in order to receive the package.
A package still not received 90 calendar days after the notice is treated as abandoned. Novara may dispose of it to cover the outstanding charges, without that extinguishing any remaining debt.

Before each deadline we try to reach you through the channels you registered. Keep your details current: notices are deemed delivered to the details on your account.

9. Account suspension

Novara may suspend or close an account that breaches these Terms, ships goods that are not allowed, declares false information or has overdue charges.

10. Privacy

The processing of your data is governed by our Privacy Policy.

11. Changes

We may update these Terms. The current version is published on this page with its last updated date and applies to shipments received from that date onwards.

12. Governing law

These Terms are governed by the laws of the Republic of Panama and any dispute is submitted to its courts.

13. Contact

Novara Logistics — Juan Andrés Mendoza Ibarra, RUC 8-NT-2-773497 · [email protected] · Panama City, Panama.

Terms of Service