Frequently Asked Questions

Main Account Local services · Collect freight (payable in the DR)

This account applies to both local service charges (Agency Fee, THC, BL printing, etc.) and international “Collect” invoices where freight is payable at destination (DR).

International Account Payments from abroad (non-Collect)

Once payment is made, send the receipt to servicios@mcd.com.do including: invoice number, BL/AWB number, and contact name and phone. This helps us match the payment quickly and expedite the release of your cargo or document.

Write to servicios@mcd.com.do with your company name, tax ID (RNC), contact name, email and phone number. The review process is conducted under MCD’s internal credit policies and may require a formal application, trade references, and financial statements.

• Contact servicios@mcd.com.do indicating the BL number, consignee name, reason, and type of document required.
• Pay USD 50 + 18% ITBIS = USD 59 to MCD’s authorized accounts.
• Send the payment receipt, stamped and sealed letterhead letter, and identity document of the authorized person.

Original BLs may be physically delivered at the Haina Oriental office or sent via email to an authorized address, according to the profile of the consignee or notify party indicated on the BL.

• Notify the case to servicios@mcd.com.do to receive the corresponding forms for loss of BL.
• To process the request, an Indemnity and Guarantee Letter signed by a bank at origin or destination is required.
• An LOI signed by both parties is also required: shipper and consignee.
• The LOI signed by the shipper must be sent from an email with an official domain, copying servicios@mcd.com.do.

Reprinting cost: USD 50 + ITBIS, once the documentation has been validated.

Import shipments: Corrections must be processed from the origin. You must request the change from your shipper, who will coordinate with the origin office to issue the amendment. If the BL was printed at origin, the originals previously received must be returned before a correction can be made.

Export shipments: Request the correction via email to your MCD export coordinator. If the vessel has already sailed, a correction fee will be generated (at origin and/or destination) and must be covered by the requesting party.

Correction fee: USD 50 + ITBIS.

Customs deadlines and procedures in the Dominican Republic are regulated by Customs Law No. 168-21, enacted on August 9, 2021, and its General Implementing Regulations, Decree 755-22, enacted on January 24, 2023

A BL will only be released if the requester is the consignee or notify party on the BL, or holds a valid written authorization from the consignee/notify (sent from an official corporate email domain or in a stamped and signed company letterhead letter), or is on the authorized contacts list registered with MCD.

At the time of collection, the person must present a valid government-issued photo ID (national ID or passport). Their name must match the authorization on file.

• Freight and local charges duly paid. The payment receipt must be sent to servicios@mcd.com.do to start the process.
• BL released by MCD Billing and Collections.
• If the BL was printed at origin, the original BL must be presented for release by Documentation.
• If the BL has printing-at-destination instructions, a signed and sealed letter from the consignee, or an email from an official domain, must be presented, indicating who is authorized to manage the process, including the identity document of the authorized person.

Refrigerated containers begin accruing power/plug-in charges from the moment they arrive at the port. If your operation requires a Genset (portable refrigeration generator):

Genset reservations / assistance: glc@mardom.com · (809) 539-6000 ext. 6909/6914.

Yes, but prior authorization is required. Send your request to servicios@mcd.com.do to be informed of the associated cost before proceeding.

In the event of container damage, also notify servicios@mcd.com.do for guidance on how to proceed.

EVA is MCD’s AI-powered virtual assistant, available via WhatsApp 24 hours a day, 7 days a week. It is designed to handle operational inquiries without requiring you to wait for office hours.

EVA is designed to complement, not replace, our human agents. It can resolve the majority of operational inquiries immediately, including outside business hours.

At any point, if you prefer to speak with a human agent, EVA will connect you with the MCD team. Cases requiring specialized handling are escalated and attended to during the next business hours.

Human support hours: Mon–Fri 8:00 am–5:00 pm · Sat 8:00 am–12:00 pm.

Direct contact: servicios@mcd.com.do · (809) 539-6611.

MCD offers three channels for cargo tracking:

Send your request to servicios@mcd.com.do with your company name, tax ID (RNC), and the details of the user who needs access. The portal provides logistics cargo tracking, communication with MCD representatives, and logistics invoice downloads.

Accounting & Documentation: Edificio Navieros, 2nd Floor, Puerto Río Haina, Eastern Side, Santo Domingo, Dominican Republic.

Sales Office: Calle José Gabriel García No. 8, Ciudad Colonial, Santo Domingo, Dominican Republic.

Corporate website: www.mcd.com.do