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 GP 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.

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, additional charges are your responsibility as the customer.

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 the 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 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.

Please note that returning the defective or incorrect item(s) might be necessary for a full refund.

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

Delivery refusal, address error, or non-collection.

In the event of a return to the sender of the package due to an incorrect address provided by the buyer, the absence of a recipient at the destination address, a parcel refusal at the destination, and or a non-collection of the parcel at the collection point, when applicable, the amount of the return costs will be borne by the recipient. We deduct this amount during the reimbursement for the merchandise.

Please note that we are not responsible for the return delay or the loss or damage to the package that may occur due to an incorrect address provided by the buyer, the absence of the recipient at the destination address, a parcel refusal at the destination, and-or a non-collection of the parcel at the collection point.

A package returned to us under these circumstances can either be reshipped upon payment of the re-shipping cost or put back in stock for a refund using the original payment method within seven days after we receive the parcel and checks the items for the absence of any damages or use.

Under these circumstances, we do not refund custom items (such as special orders or personalized items) and perishables (such as food, flowers, or plants).

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 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 orders 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 is 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.