1. Logistics Operator & Corporate Identity

All fulfillment operations, order dispatches, and warehouse distribution logistics are directly managed by our corporate logistics division under European Union e-commerce standards:

2. Order Processing & Handling Schedules

Every order placed on our store undergoes mandatory quality inspection and protective seal verification prior to shipment dispatch:

• Standard Processing Window: Orders are processed within 1 to 2 business days (Monday through Friday, excluding public holidays in Portugal).
• Order Cut-Off Time: Orders placed before 14:00 WEST (Western European Summer Time) will begin fulfillment processing on the same business day.
• Weekend & Holiday Orders: Orders submitted on Saturdays, Sundays, or official statutory holidays will be queued for processing on the subsequent business day.

3. Shipping Options, Estimated Timelines & Rates

We partner with tier-one regional and international express carriers to deliver your hygiene products safely. Estimated shipping timelines and flat-rate costs are detailed below:

4. Protective Hygiene Packaging Standards

Because personal hygiene products require absolute sanitary protection during transit, our warehouse strictly enforces protective packaging protocols:

• Wet Wipes: Sealed inside moisture-barrier, heavy-duty outer sleeves to prevent pressure ruptures or liquid evaporation during ambient air travel.
• Toothpicks & Cotton Swabs: Enclosed in impact-resistant outer cartons with crush-proof buffering to guarantee original container integrity upon arrival.

5. Real-Time Order Tracking & Delivery Notifications

Once your package is picked, checked, and scanned into the logistics network, you will receive an automated Shipping Confirmation Email containing your unique tracking link and carrier details:

• Tracking Activation: Please allow 24 to 36 hours from receiving your tracking number for the carrier network to update initial transit milestones.
• Tracking Portal: Customers can monitor transit progress directly by clicking the link in their confirmation email or contacting support at [email protected].

6. Customs, Import Duties & International Taxes

For shipments addressed outside the European Union:

• Duties & Taxes: Shipments may be subject to import duties, local value-added taxes (VAT), or customs handling fees upon entry into the destination country.
• Customer Responsibility: All additional fees assessed by destination customs authorities are the sole responsibility of the recipient.
• Customs Inspection: Customs agencies hold statutory rights to inspect physical goods; TRANSPORTES AÉREOS PORTUGUESES, S.A. is not liable for minor border clearance delays.

7. Incorrect Address Input & Undeliverable Packages

It is the buyer's responsibility to verify that the shipping address provided at checkout is accurate and complete (including street numbers, apartment/suite units, and postal codes).

• Address Amendments: Address changes must be submitted within 2 hours of order placement by emailing customer support.
• Returned Shipments: Packages returned to our Lisbon facility due to incorrect address entry or uncollected courier attempts will incur a reshipment fee.

8. Damaged, Lost, or Stolen Transit Claims

We take full responsibility for goods until they are successfully handed over by the delivery courier:

Transit Claims Protocol:

• Damaged Packaging: If your wet wipes or swab containers arrive crushed or ruptured, contact us within 48 hours of delivery with photo evidence. We will dispatch an immediate replacement free of charge.
• Lost Shipments: If your tracking number shows no scan activity for more than 7 consecutive business days, our support team will open an official carrier trace and issue a replacement or refund upon confirmation.