Terms and conditions

Last updated: September 2026.

Welcome to Mail Drop Box. These terms and conditions govern the use of our mailbox services: receiving, handling, storing and delivering packages in Panama. By opening your mailbox and using the service you accept these conditions.

Rates by plan

The mailbox is free. You pay per pound when your package arrives, according to the plan you chose when signing up.
Basic Plan: $3.25 per pound. Office pickup; delivery available for an additional cost depending on the area.
Free Drop: $5.25 per pound. Includes delivery within the Panama metropolitan area.
Elite Plan: $8.99 per pound. Includes delivery within the Panama metropolitan area and the purchasing service: you tell us or send us the product or link you want to buy, and Customer Service contacts you to confirm and coordinate the purchase.
We don't charge volumetric weight. Charges are calculated solely on the real weight of the packed package, recorded when it is received.
Every package must be identified with your name and your mailbox code (MADB####). Packages without a code may be delayed while the account holder is identified.

Ocean freight service

The ocean freight service is offered by prior quote and must be coordinated directly with Customer Service.
It applies to shipments of 30 pounds or more and is charged by weight, not by cubic foot.
Before making your purchase you must coordinate with Customer Service to receive the corresponding address and instructions.
All ocean freight must be identified with your mailbox code and the word OCEAN or MARÍTIMO on the label.

Delivery and shipping to the interior

Delivery requests are processed in approximately 1 to 2 business days from your request to Customer Service.
When delivery has a cost (Basic Plan or shipments to the interior), it must be paid before the package is delivered. On the Basic Plan, delivery is quoted by area and issued as a separate receipt from the package.
The delivery included in Free Drop and the Elite Plan applies only within the Panama metropolitan area.
Mail Drop Box offers free delivery on Saturdays only in Bella Vista, subject to coordination and availability.
Shipments to the interior of the country are made with Servientrega, carry an additional fee depending on the area on all plans, and are quoted before your purchase with Customer Service.
Delivery cancellations must be notified at least 24 hours in advance to avoid additional charges.

Insurance

We recommend insuring packages whose contents have significant value, generally from $100.00.
High-value items, such as electronics, jewelry or specialized equipment, can be insured for a surcharge of approximately 3% to 5% of the declared value of the product.
The cost of insurance may vary according to the value, nature, fragility and characteristics of the goods, so it must be quoted in advance.
If you want to insure a purchase, let us know as soon as you make it and before the package is processed, so we can coordinate coverage.
Once the package is received and entered into the system, you must coordinate the request and final insurance conditions with Customer Service.
Insurance is subject to the terms, conditions, exclusions and requirements of the corresponding provider.
Mail Drop Box is not responsible for damage to or loss of goods that were not insured.

Special-handling products

Some products, because of their composition, characteristics or safety regulations, are classified as special-handling goods:

Batteries.
Perfumes, depending on their composition.
Medications.
Certain liquids or substances subject to restrictions.
Products with components considered hazardous.
Other goods that, for safety reasons, must be processed as special cargo.

These goods may be processed separately from regular packages and require additional safety, handling, storage and inspection procedures, so their availability may take longer than a regular package.

Mail Drop Box is not responsible for holds, inability to dispatch or delays when, for reasons of safety, regulation or product composition, the competent authorities prevent their processing or release.

Check with Customer Service before buying perfumes, batteries, medications or other products that may be subject to restrictions or special handling.

Assistance with claims for unprocessed products

When a special-handling product cannot be processed or dispatched, Mail Drop Box may provide you with a letter or certificate stating that the package could not be processed. You can use that document as support to file a claim with the store, platform or supplier where you made the purchase.

Depending on the merchant's policies, you may request:

A refund of the product's value.
Credit or store balance.
A gift card.
Replacement of the product or another solution offered by the merchant.

Mail Drop Box does not guarantee approval of the claim or any compensation. The outcome depends exclusively on the policies and decisions of the store, platform or supplier. Mail Drop Box limits itself to providing, where applicable, documentation certifying that the package could not be processed.

Special-handling surcharges

Any shipment over $1,000.00 in commercial value under the standard service is subject to special-handling surcharges.
Any shipment over $2,500.00 in commercial value under the ocean freight service is subject to special-handling surcharges and may require additional documentation with the corresponding charges.
Let us know before making high-value purchases or shipments, so the required procedures, documents and insurance can be handled correctly.
For information on costs, documentation or additional requirements, contact Customer Service.

Storage

Packages have a free storage period of up to 14 days.
From day 15, packages that have not been picked up generate a storage charge of $0.50 per day until they are collected.
After 60 days without pickup, Mail Drop Box ceases to be responsible for their custody.
After that period the package is considered abandoned and becomes the property of Mail Drop Box.
We recommend picking up your packages within the established period to avoid additional charges or inconvenience.

Restricted items

Mail Drop Box does not accept items that are prohibited or restricted under applicable laws, regulations or provisions, including but not limited to:

Weapons or prohibited items.
Illegal substances.
Cash.
Unauthorized perishable products.
Materials whose handling is prohibited.
Any goods that violate applicable laws or regulations.

Some restricted or special-handling products may be accepted only after being evaluated and coordinated in advance with Customer Service.

Responsibilities

Mail Drop Box is not responsible for goods poorly or improperly packed by the seller or supplier.
Mail Drop Box is not responsible for goods lost by the store or the carrier before they have actually been received at its facilities.
Mail Drop Box is not responsible for factory defects in the product or for packing errors made by the seller or supplier.
Mail Drop Box is not responsible for delays caused by inspections, government regulations, logistical conditions, force majeure or circumstances beyond its control.
Mail Drop Box is not responsible for prohibited or restricted items sent without prior authorization or in violation of applicable laws and regulations.
You are responsible for correctly identifying your packages with your name, your mailbox code (MADB####) and any other indication required for the contracted service.
Packages not picked up for 60 days are governed by the storage and abandonment policy set out in these terms.

Payments and billing

All charges must be paid in full before packages are delivered or picked up.
When delivery has a cost, it must be paid before delivery.
Mail Drop Box reserves the right to withhold delivery of any package until full payment of the applicable charges has been made.
Special services, insurance, high-value cargo handling, storage, documentation and shipments to the interior may require a quote and advance payment.

Claims

All claims for damage or loss must be filed within the first 48 hours after delivery of the product.
When the issue is directly attributable to the seller or supplier, you must file the claim with that supplier.
Claims must include sufficient evidence of the damage or loss. Where applicable, we may request: photos of the package and the product, proof of purchase, tracking number, commercial invoice, evidence of the damage or loss, and insurance documentation, if applicable.
Mail Drop Box may assist you in communicating with your seller or supplier to help find a solution. This assistance does not mean that Mail Drop Box guarantees the outcome of the claim or assumes responsibility for acts attributable to third parties.

Personal data

The processing of your personal data is governed by our Privacy Policy, available at /en/privacy, in accordance with Panama's Law 81 of 2019. There you will find what data we collect, what we use it for, who we share it with and how to exercise your rights.

Changes to these terms

Mail Drop Box reserves the right to modify or update these terms and conditions when necessary, including changes related to rates, operating procedures, logistical conditions, regulations, safety requirements or service improvements.

Use of Mail Drop Box services implies acceptance of the terms and conditions in force at the time the service is used. These conditions apply without prejudice to the applicable legislation in force.

Contact

WhatsApp: +507 6494-1176
Email: facturacion@maildroppanama.com
Pickup: El Dorado, Panama City (Mr Mail El Dorado). Monday to Friday 8:00 a.m. to 5:00 p.m., Saturdays 8:00 a.m. to 12:00 p.m.

Open your free mailbox