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Guide · Parcel claims

Late or lost Correios parcel: what the store gets back

Updated · Rotomal

For a delay, Correios refunds 5% to 15% of the postage on PAC and SEDEX, depending on business days late. For a loss, it refunds the delivery charge and adds automatic compensation (R$ 25.63 on PAC and SEDEX since 12 April 2026) or the declared value. You file through Fale Conosco within 90 calendar days, or 30 days for damage, and payment arrives within 30 days of an upheld reply.

Refund for delay

Service5% of postage10%15%
PAC1 to 5 business days6 to 10 business daysmore than 10 business days
SEDEX1 to 3 business days4 to 5 business daysmore than 5 business days

SEDEX 10, SEDEX 12 and SEDEX Hoje refund 100% when delivered after the guaranteed time. Additional services are excluded. Source: Correios compensation page, checked 7 November 2026.

Automatic compensation by service

ServiceAutomatic compensation (since 12 April 2026)
Correios Mini EnviosR$ 12.82
PACR$ 25.63
SEDEXR$ 25.63
SEDEX 10, SEDEX 12, SEDEX HojeR$ 25.63

For a loss, the refund of the delivery charge is added. With declared value, the declared value applies instead of the automatic amount.

Step by step

  • Check the expected date and the delivery date in tracking.
  • Keep the invoice or content declaration and, for damage, photos of the product and packaging.
  • Sign in to Meu Correios with the CPF or CNPJ that posted the parcel and file in Fale Conosco under the right reason.
  • Give bank details for the same CPF or CNPJ; otherwise payment stays pending.
  • Follow the case and check payment within 30 days of an upheld reply.

When Correios does not pay

  • Unregistered simple items.
  • Wrong or insufficient address.
  • Poor packaging, or hidden damage caused by packaging or the product itself.
  • Retention by customs or police, and force majeure such as floods and fires.

If you want help

Frete Reavido checks your tracking daily and delivers each refund claim ready to file, on time. 20% of what is paid with no monthly fee, or R$ 49 a month with no commission, after a review of your last 60 days.

Sources