Shipping Policy

Shipping Policy

Once the order has been sent, the customer will receive a confirmation email with the respective invoice, the assigned shipping number and a link that will allow the order to be tracked on the carrier's website. The client may also have access to this hyperlink that he will receive through his email. By any means, you will be provided with all the information about the requested order.

The shipping information may take up to 48 hours, counted from the receipt of the shipping confirmation, to be updated on the carrier's website without any responsibility being attributed to SpecialVita for this fact.

Orders are delivered from Monday to Friday, with the exception of local or national holidays, at the address specified by the customer when placing the order.

delivery services

SpecialVita offers several regular delivery services, which are subject to the procedures of each carrier, namely with regard to the data necessary for the execution of the service, modalities, deadlines, costs and associated transport limitations. to the specific characteristics of the orders to be delivered. and the mechanisms for validating the identity of the recipient of the purchase or the third party that represents him. SpecialVita is oblivious to any change in the conditions of the SpecialVita service by the carriers, being solely responsible for ensuring that the procedures followed by them in the delivery process correspond to the terms in force at the time of purchase. The specificity of some product segments may justify the establishment of a minimum purchase value, which will always be indicated in the last stage of the order process.

Before ordering frozen products, the client must know the special conditions of transport and handling of the same, since the refrigeration of these products is guaranteed by their distribution in thermal boxes that contain dry ice inside. By way of example, the following security measures are listed for the transport and packaging of frozen products: i) transport must be carried out in a separate compartment, isolated from the driver; ii) the box must not be left inside the vehicle for long periods of time; iii) the box must be kept out of the reach of children; iv) the box must remain in a ventilated place; v) the product must be kept in a suitable and ventilated container; vi) dry ice should never be used or stored in small areas, basements or small warehouses and without a ventilation system; vii) dry ice may only be handled with insulating gloves or with appropriate tools (eg tongs); viii) dry ice ingestion and/or skin contact are extremely hazardous.

Warning: delivery times, counted from the actual shipment date of the order, are indicative, so they are only considered valid when there are no physical or structural impediments (example: incorrect addresses or force majeure events, such as strikes, loss of connection, weather, etc). Situations of exceptional increase in the volume of orders that may occur in festive periods or during promotional campaigns are also noted, as well as other eventualities that prevent the normal provision of the delivery service.

Warning: It is not possible to choose a specific delivery time since it will be conditioned by the courier route on the day of delivery, which is defined by the transport service.

The indication of an incorrect or incomplete delivery address may imply the return of the order to SpecialVita and generate additional costs for the customer; for this reason, it is recommended that the customer always make sure that the delivery address, indicated when registering the order, is really correct and complete. Once the order has been registered, it is not possible to change the delivery address or the indicated billing information.

On the other hand, the option of collection at the collection point will be subject, under penalty of return to SpecialVita , to a period of collection of the order of not less than seven days, but exclusively determined by the selected carrier and communicated by SMS sent directly to the customer. .

Warning: in any case, for reasons of organization of the service and the distribution procedures of the carriers, the recipient's identification data will be printed on a label that will be placed on the outside of the transport box. In the case of customer personal data, it is recommended to destroy or delete them after receiving the order to prevent such data from being consulted by third parties after the packaging is disposed of at recycling points.

Shipping charges

Shipping costs are automatically calculated by the system and may depend on the following factors:

- real or volumetric weight of the order (whichever is greater);
- order value*;
- segment of ordered products**;
- delivery address;
- carrier rates, which are updated regularly.

Likewise, the shipping costs will be automatically updated as the customer adds items to the shopping cart.

All the specific conditions of purchase will be clearly indicated in the order process and immediately before the confirmation of the respective purchase.

* The shipping cost offer for orders with a certain minimum purchase value will only apply in situations where the delivery address is in mainland Portugal.

** The sale of frozen products is subject to a minimum purchase price and may be subject to the payment of the cost of transporting the packaging in low value orders. These specific purchase conditions are clearly identified in the order process and immediately before the respective purchase confirmation.

Shipping cost refund

There are three situations in which the question of reimbursement of the shipping costs of the order can be raised:

i) Non-delivery of the order for reasons attributable to SpecialVita or the carrier: the customer will be fully reimbursed for the amount that he has been able to pay for shipping costs. An employee of the returns and refunds area of the SpecialVita Customer Service will contact the customer to confirm the right to reimbursement of shipping costs and provide any additional clarification in this regard.

ii) Error in the product(s) shipped or shipment of defective product(s): the customer will be fully reimbursed for the amount that he could have paid for shipping costs only if the error or defect occurs in all products shipped. For more information on this subject, see point 1.5. below.

Note: Refunds can be made using the original method of payment or a refund coupon. The option for the modality of return by return coupon will depend on the express manifestation of that will by the client. In this case, the client accepts the condition that the return coupon is valid for 12 months from the date of issue of the coupon, so that, after this period, there will be no more refund.

Procedures applicable in the event of registration of incidents

In the event that a prepaid order* is returned to SpecialVita for reasons attributable to SpecialVita , the amount paid for the purchase will be refunded, including shipping and return expenses.

Prepaid orders are all orders for which the payment method does not correspond to the collection.

The customer may opt for a refund using the original payment method or by using a refund coupon that can be used on a future order. The coupon will be valid for 12 months from the date of creation. After this period, there will be no refunds of any kind. If the original payment was made by Multibanco, if authorized, the customer will be contacted to provide the necessary bank details for the refund.

If the reason for the failed delivery and return of the order is the responsibility of the carrier, regardless of the payment method chosen, the customer must submit a written claim that will be analyzed by the carrier. Alternatively, and always subject to the customer's prior and express consent, the claim submitted by the customer to SpecialVita may be sent to the carrier as support for the incident created by non-delivery.

Shipping Policy

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