Shipping Policy

After you receive your purchase confirmation email, we will process your order within 3 to 5 business days (excluding weekends and holidays). You will receive another notification when your order has shipped. 

Domestic Shipping Rates and Delivery Estimates.

Shipping charges for your order will be calculated and displayed at checkout. 

Portugal Mainland: 2-3 Business days

Portugal islands: 2-3 Business days

Delivery times are estimates only. We are not responsible for delays during transit.

International Shipping Rates and Delivery Estimates.

We offer international shipping. Restrictions may apply to some products. Shipping charges for your order will be calculated and displayed at checkout. 

Delivery estimates:

• North America: 7-15 business days
• Europe: 3-7 business days
• Australia, New Zealand, and Oceania: 7-15 Business days
• Rest of the world: 7- 15 Business days

Delivery times are estimates only. We are not responsible for delays during transit.

Customs, taxes, and additional charges for international purchases.

We are responsible for collecting VAT and remitting the tax to the state for purchases within the European Union.

We are responsible for collecting VAT and remitting the tax to the state for purchases to the United Kingdom for orders equal to or below the 135 GBP threshold. 

When orders to the United Kingdom exceed 135 GBP, we are only responsible for shipping the product. The customer is responsible for paying any import costs to the shipping carrier, such as duties or import taxes upon delivery.

Non-business customer (B2C) located in the European Union and United Kingdom will be charged VAT on their order when applicable. A customer will be treated as non-business if it does not provide a valid VAT number.

Business customers (B2B) will not be charged  European Union and United Kingdom VAT on their orders. However, the business customer may be required to self-account for VAT under the reverse charge mechanism. Customers will only be treated as business customers if they provide a valid VAT number.

Orders for destinations outside the European Union may be subject to import duties and taxes (including VAT) incurred once a shipment reaches your destination country. We are not responsible for these charges if they are applied and are your responsibility as the customer.

When purchasing outside the European Union or Special territories of a European Union member state, you, as the customer, are responsible for additional charges.

We are not responsible or accountable for any taxes, duties, tariffs, quarantine fees, package warehousing fees, seizures, fines, or any other charges assessed by your local customs office or government. These charges are separate from your shipping charge.

Buyers are responsible and should always be aware of the rules, regulations, and restrictions that apply in their country. Request any mandatory documentation in advance in writing. Contact your local customs authority if you have any questions.

Shipping to Special territories of European Union member states.

Shipping to the following Special territories of EU member states may require additional charges before confirmation and processing. No charges apply without the buyer's acknowledgment and approval.

• CYPRUS: Northern Cyprus
• DENMARK: Greenland, Faroe Islands
• FINLAND: Åland Islands
• FRANCE: French Guiana, Guadeloupe, Martinique, Réunion, Mayotte, Saint Martin, Saint Barthélemy, Saint Pierre and Miquelon, Wallis and Futuna, French Polynesia, New Caledonia, French Southern and Antarctic Lands, Clipperton Island.
• GERMANY: Büsingen am Hochrhein, Heligoland
• GREECE: Agio Oros
• ITALY: Livigno, Campione d'Italia
• NETHERLANDS: Bonaire, Saba, Sint Eustatius, Sint Maarten, Aruba
• PORTUGAL: Azores, Madeira
• SPAIN: Canary Islands, Ceuta, Melilla

 How do I check the status of my order?

When your order has shipped, you will receive an email notification from us that includes a tracking number you can use to check its status. Since not all carriers have agreements regarding tracking, updates, and expected delivery dates are not always available.

Contact us at info@guineapet.com with your name and order number if you have not received your order within the estimated time frame. We will look into it for you.

Refunds, returns, and cancelations.

We accept returns and purchase contract cancelation up to 14 days after delivery when the item is unused and in its original condition. 

You must refer to the Refund Policy for complete information.

Inspection upon delivery, damages, and issues.

You must inspect your order upon reception. In the event of a damaged package delivery, you must write the word "damaged" on both your copy and the copy of the Bill Of Lading, along with a description of the damage(s) and the driver's signature.

Please save all packaging material and damaged goods.

Contact us immediately if an item is defective, incorrect, or damaged. So we can evaluate the issue and make it right. Please email us as soon as possible at info@guineapet.com with your order number and photos of the item's condition with all the original packaging.

Once we receive the complaint with the pictures and after confirmation, we can either send a replacement or issue a refund for the items in question.

Returning the defective or incorrect item(s) might be necessary for a full refund.

We address these complaints on a case-by-case basis. We do our best to work towards a satisfactory solution.

Delivery refusal, address error, or non-collection.

If a parcel is returned to us due to an incorrect address provided by the buyer, the absence of a recipient at the delivery address, refusal of the parcel, and/or failure to collect the parcel from the designated collection point, the buyer shall be responsible for all costs incurred as a result of the return. These costs may include, but are not limited to, the original shipping charges, return shipping charges, customs duties, import taxes, tariffs, brokerage or customs clearance fees, carrier handling fees, and any other charges incurred for the parcel to be returned to the European Union and delivered back to us. In addition, a 20% restocking fee will apply. These amounts will be deducted from the merchandise refund.

The partial refund will be processed using the original payment method within seven days after we receive the returned parcel and verify that the items have not been used or damaged.

Please note that we are not responsible for delays, loss, or damage to the parcel resulting from an incorrect address provided by the buyer, the absence of a recipient at the delivery address, refusal of the parcel, or failure to collect the parcel from the designated collection point.

A parcel returned to us under these circumstances may be reshipped upon payment of the applicable reshipping costs.

Under these circumstances, custom-made products (including special orders and personalized items) and perishable goods (such as food, flowers, or plants) are not eligible for a refund.

Delivery time, delays, and lost parcels.

Delivery times are estimates only. We are not responsible for delays during transit. We guarantee a full refund for orders confirmed lost in transit by the shipping company. 

We send all orders via registered mail with a tracking number. According to the Universal Postal Convention, parcels are only lost in transit 60 days after shipping or with the postal administration's confirmation. Refunds for orders lost in transit must be requested within 180 days after shipping, the period after which a refund is impossible.

Split Delivery and order consolidation.

We often deliver all items from a single order within a single shipment. However, an order can arrive in separate shipments. We reserve the right to split the delivery of any order. In this case, there is no additional delivery costs for the buyer. 

When the buyer places more than one order, we reserve the right to consolidate shipping. Two or more distinct orders can dispatch in a single shipment. In this case, there are no additional delivery costs for the buyer. 

If you have further questions, please consult our Terms of Service and Refund Policy or contact us at info@guineapet.com.