Shipments and returns


The shipment of the products to the peninsula will be made through the company MRW through the Urgent service 19 h. By which the shipments will reach their destination before 19.00 on the day following the day PORTALMASCOTA delivers the order to that company (except in mainland Portugal where it could take another 24 hours)

The estimated time to receive your order is 48 hours from the time we receive the order and confirm the payment although this time is subject to confirmation of stock and confirmation that the product is not discontinued or in breach of stock in the manufacturer itself, in which In case, the customer will be informed immediately so that he can decide to cancel the order in its entirety or cancel only that article or wait for availability. In most cases, the shipment will be made on the same day for orders placed before 2:00 p.m., although in some cases this term may be extended as in the cases previously explained.

In any case, PORTALMASCOTA does not guarantee that due to problems outside the company, the estimated delivery time of the order can not be exceeded, as there could be delays due to errors made by the transport companies or other incidents such as loss, theft, etc. Occurring during the process of transport and delivery of the order and of which, our company can not be responsible because it would do the insurance of said companies.

Shipping costs will be 4.85 euros + VAT for orders under € 55 and for delivery on the peninsula. For other destinations the shipping costs will be based on the weight of the order and the customer will be able to see the amount of these shipping costs before completing the payment process, so that he can decide the method of sending and select it knowing always beforehand what Will pay for each concept.

Shipments to non-EU countries may be subject to customs duty rates, the amount of which we do not know and can not be informed of on this basis; With which, the client accepts to make the order that he is responsible for informing himself of these import conditions and understand that he knows and accepts such fees.

Shipping costs outside the peninsula will be through the post office and approximate delivery times are indicated during the purchase process. In these cases, there is no free shipping option; The price is based on the method of shipment selected and depending on the weight of the product and the shipping code will be sent to you to follow through the web of and also through the web of the postal service Of your country when your order has arrived to them to make the delivery.

Payback: In addition to the shipping costs, a surcharge of € 2 will apply for each order regardless of the amount of the purchase. !!! WE DO NOT MAKE SHIPMENTS CONTRAREEMBOLSO WHEN IT IS THE FIRST ORDER OF A CUSTOMER OR WHEN THE WEIGHT OF THE ORDER IS ABOVE 10KG.¡¡¡

Portalmascota reserves the right not to send refunds in case of customers with whom there has been problem of not accepting orders with this method of payment.

Free Shipping: For orders over 55 euros and provided that the shipping method is not cash on delivery in which case the supplement of € 2 will apply.

Returns: If any of the following cases occur, it is necessary to notify the Portalmascota staff of this incident within a maximum period of 7 days from the delivery of the product, for this you can use any of the means that are offered In the "Contact Us" section.

You must inform the nature of the incident, if you want the same product to be sent back to you, if you want to change it to another product that best fits your needs or to have it returned.

The refund will not be made within 7 days, however you can use the manufacturer's guarantee.

Possible cases of return:
Once you have received the order, you should check the products in front of the transport company staff to see if any of the following occur:

1 - The product is defective or damaged during transportation:

You can return the product in its original packaging with all its accessories, assuming PORTALMASCOTA the shipping cats that are generated by the delivery of the product and by the return of the same.
The product will be reshipped completely free of charge to you, unless you waive that purchase by refunding the payment if that is the case.
In cases of breakage during transport it is imperative that you notify us by telephone the same day you have received the goods and have checked the breakage. Likewise, you must tell the transport staff to take the merchandise back and take note of the incident.

2 - Return without incident.

PORTALMASCOTA offers you the possibility to return your order without any commitment, provided that it is done within the period of 7 days as established by current legislation, and being in perfect condition and with the original packaging.
In this case, you must pay the shipping costs of the return and also the shipping costs when it is a free shipping due to the amount of the order. There will also be a supplement of 2.80 € as an order processing and packing cost.
In the case of food products these must be returned unopened, no returns of foodstuffs that have been opened will be accepted.
In case the products do not arrive in perfect conditions PORTALMASCOTA reserves the right to pay a lower quantity for your order.

3 - You have not received the order and want to cancel or modify it:

If your order has left our warehouse and, not having any incidence on our account, you do not want your order PORTALMASCOTA may demand compensation for the shipping cats made both outbound and back as well as a commission of 2.80 € for expenses Packaging and processing.
If your order has not started processing, you only have to inform us of its modification or cancellation and will not have any cost for you.
If you contact us to request cancellation via email, no such communication is confirmed until we have sent a confirmation message that you have read your message; Therefore, we recommend that you contact us by phone or whatsapp at +685168707.
If you want to change a product for another one of different price and made the payment by transfer or with card, in case of being this of lower price will be paid the difference.

Attention: For the returns, if you wish to send the merchandise by a transport company of your preference you must always send it with the freight paid according to your rates, if on the contrary you want to send it with our transport company you must tell us so that we can give our carrier The collection order and thus benefit from cheaper rates.
Remember never to throw the packaging of the products until they are in perfect condition.
Before opening any product, please verify that all products match the ones you ordered (Model, Color, Measurement, Finishing, etc ...), making an immediate claim, should there be any anomalies.
In case of product failure, please do not remove it from its original packaging.