Shipments and returns


The products will be shipped to the peninsula through different transport companies using the delivery service in 24 hours for Spain and 24-48 hours for Portugal. Weekends and holidays are not counted in those 24-48 hours.

The estimated time to receive your order is 48 hours from when we receive the order and confirm the payment, although this period is subject to confirmation of stock by our suppliers and confirmation that the product is not discontinued or out of stock in the own manufacturer, in which case, the customer will be informed immediately so that he can decide whether to cancel the order in its entirety or cancel only that item 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 that period may be extended as in the cases that we have previously explained.

In any case, PORTALMASCOTA does not guarantee that due to problems outside the company, the estimated delivery time of the order cannot be exceeded since there may be delays due to errors made by transport companies or other incidents such as loss, theft, etc. occurred during the process of transport and delivery of the order and of which, our company cannot be held responsible even if the insurance of said companies would do so.

The 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 said shipping costs before completing the payment process with which he can decide the shipping method and select it, always knowing in advance what will pay for each item.

Shipments to non-EU countries could be exposed to paying customs tariff taxes whose amount we do not know and we cannot report it for that reason; with which, the client accepts when placing the order that he is responsible for informing himself of these import conditions and we understand that he knows and accepts said taxes.

Shipping costs outside the peninsula will be through the Post Office or also through GLS and the approximate delivery times are indicated during the purchase process. In these cases, there is no free shipping option; The price is based on the selected shipping method and based on the weight of the product and the shipping code will be sent to you to follow up through the website of and also through the postal service website. of your country when your order has reached them for delivery.

Free shipping: For orders over 55 euros.

Cash on delivery shipments: For a long time our company has not made cash on delivery shipments.

Returns: If any of the cases detailed below occurs, it is necessary that you notify the Portalmascota staff of said incident within a maximum period of 7 days from the delivery of the product, for this you can use any of the means offered to you in the "Contact us" section.

You must report the nature of the incident, if you want the same product that is the subject of the claim to be sent to you again, if you want to exchange it for another product that better suits your needs, or if you want to return it.

Outside the period of 7 days in general, the return will not be made, although you can consult your case and we will study that possibility; however, you can make use of the manufacturer's warranty.

Possible return cases:
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 incidents occur:

1 - The product is defective or has been damaged during transport:
You should notify the transport company in case it is necessary for the transport insurance to take care of these damages.
You can return the product in its original packaging with all its accessories, assuming PORTALMASCOTA the shipping costs that are generated by the delivery of the product and by the return of the same.
The product will be resent completely free of charge for you, unless you renounce said purchase and the payment will be reimbursed if that is the case.
In cases of breakage during transport, it is essential that you notify us by telephone the same day you receive the goods and have checked the breakage. In the same way, you must notify the transport personnel so that they can take the merchandise back and take note of said incident.

2 - Return without incident.
PORTALMASCOTA offers you the possibility of returning your order without any commitment, as long as it is done within a period of 7 days as established by current legislation,and being this in perfect condition and with the original packaging.In this case, you must pay the shipping costs for the return and also the shipping costs in the case of free shipping due to the amount of the order. A supplement of € 2.80 will also be charged for processing and packaging costs of the order.In the case of food products these must be returned unopened, returns of food products that have been opened will not be accepted.In the event that the products do not arrive in perfect condition, PORTALMASCOTA reserves the right to pay a lower amount 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, there being no incident on our account, you do not want your order PORTALMASCOTA may demand compensation for shipping costs made both outward and return as well as a commission of € 2.80 for expenses packaging and processing.
If your order has not started to be processed, you will only have to inform us of its modification or cancellation and it will have no cost to you.
If you contact us to request cancellation via email, such communication is not confirmed until we have sent a confirmation message that we have read your message; Therefore, we recommend that you contact us by phone or whatsapp at the number +685168707.
If you want to change a product for another with a different price and you made the payment by transfer or card, in case of a lower price, the difference will be paid.

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