Once the order has been shipped, the customer will receive a confirmation email with their invoice, the assigned shipping number and a hyperlink that will allow the tracking of the order on the carrier's website. The customer may also have access to that hyperlink by logging in to their account and clicking on the "Orders" tab, available on the sign-in page and by accessing the "Help" icon on the site header bar, following the "Track Order" option. Either way, the customer will be provided with all information about the order, including the hyperlink abovementioned.


Attempting to track the order online upon receipt of the shipment confirmation email may not return any results. Shipping information may take up to 24 hours from receipt of shipment confirmation to be updated on the carrier's website without liability to PROZIS.


Orders are delivered from Monday to Friday, except for local or national holidays, at the address indicated by the customer when placing the orders.


Delivery Services

PROZIS provides regular delivery services, which are subject to the own procedures of the carriers, in particular regarding the customer's personal data required to fulfill the delivery obligation, the shipping methods, delivery times, costs and constraints associated with the requirements of the orders to be delivered and with the procedures related to the validation of the recipient's identity (or of the identity of the third person acting on their behalf). PROZIS cannot be held responsible for any modification on the service conditions provided by the carriers as PROZIS is only obliged to assure that the carriers' procedures used on each delivery process are in full compliance with the terms and conditions in force at the time of the confirmation of the purchase by the customer. The specificity of some product segments may justify the establishment of a minimum purchase price, which will always be indicated at the last stage of the ordering process.


Prior to ordering frozen products, customer should be aware of the special conditions of transport and handling of the order as the refrigeration of such products is ensured by distributing them in cool boxes containing dry ice. By way of example, the following safety measures for the transport and handling of frozen products are listed: (i) the transport shall be carried out in a separate and isolated compartment from the driver; (ii) the box shall not be left inside the motor vehicle for long periods of time; iii) the box should be kept out of the reach of children; iv) the box must remain in a ventilated place; v) the product must be kept in an appropriate and ventilated container; vi) dry ice should never be used or stored in small areas, basements or store-rooms without ventilation; vii) dry ice may only be handled with insulating gloves or appropriate tools (e.g. tweezers); viii) the ingestion of dry ice and / or skin contact is extremely hazardous.


Warning: The abovementioned rules must be observed whenever any frozen product is added to an order, and even if no special transport or handling conditions is applicable to the remaining products of the order, as the thermal box of the frozen product (s) will be included in the shipping carton of all ordered products.


Thus, the available shipping options may depend on the sort of products to be delivered, to the address of destination, to the shipping method (home delivery or pick-up point collection) or even, whenever the 24h service is selected, at the time of the validation of the payment method.


The expected delivery time, as well as other eventual constraints or relevant remarks in force at the time of the conclusion of the purchasing process will be noted, as an informative remark, on which of the delivery options displayed on the "Shipping methods" tab.


Warning: the delivery times, counted from the date of the effective delivery date, are merely indicative as shall only be applicable whenever no physical or structural constraints are verified (e.g.: incorrect addresses or force majeure events as strikes, missed connections, extreme weather events, etc.). Exception shall also be made to situations where an exceptional volume of orders is verified, which shall occur during festive times and when promotional campaigns take place, as well as other events which prevent regular delivery service.


Customer may, therefore, receive the order at an address of their choice (exception made to PO Boxes). To do so, the customer only needs to provide the address where will be present 9am and 7pm of the day scheduled for delivery. An attempt to deliver to the address indicated will be made by a courier from the chosen transport service.


Remark: It is not possible to choose a specific delivery time as it will be conditioned by the courier route on the day of delivery, which is exclusively set by the transport service.


The indication of an incorrect or incomplete delivery address may result in the order being returned to PROZIS and may lead to additional costs for the customer; for this reason, it is highly recommended that the customer always makes sure that the delivery address indicated at the time of the order placement is effectively correct and complete. Once the order is placed, it is not possible to change the delivery address or the provided billing data.


In contrast, if an option for the pick-up point collection is made, customer will be subject to a time limit for the collection, no less than seven days, but exclusively determined by the selected courier service and by this solely confirmed, via SMS directly sent to the customer, under the penalty of returning the order to PROZIS.


Warning: In either case, for reasons of service organisation and the carriers' distribution procedures, the recipient's identification data will be printed on a label that will be placed on the outside of the shipping box. As this is personal data of the customers, it is advisable to destroy or erase the data, after receiving the order, so to prevent such data from being consulted by third parties after the disposal of the packages at the recycling points.


Shipping costs are automatically calculated by the system and may vary accordingly to the following circumstances:

  • actual or volumetric weight (whichever the higher);
  • total amount of the order*;
  • range of products**;
  • delivery address;
  • carriers pricing fees, which are subject to regular updates.


Shipping costs are automatically updated as the products are added to the shopping cart.
These specific purchase conditions are clearly identified during the ordering process and immediately before the confirmation of the respective purchase.


* Ordering frozen products may be subject to a minimum purchase amount and to the payment of the transport packaging in low value orders.


Reimbursement of shipping costs

There are three possible situations due to which the reimbursement of shipping costs may take place:

i) Failure to deliver the order for reasons attributable to PROZIS or to the carrier: the customer will be fully reimbursed for any amount paid as delivery costs. A PROZIS' Customer Service returns and refunds employee will contact the customer in order to confirm the right to reimbursement and to provide any further clarification on this matter.

ii) Error in the shipped product(s) shipped or shipment of defective product(s): The customer will be reimbursed in full for any amount eventually paid as shipping costs only if the error or defect occurs in all products shipped. For more information on this matter, see section 1.5. below.

iii) Right of withdrawal from the contract: in compliance with articles 9 and 11 of Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 applicable to distance and off-premises contracts, to withdraw from this contract within 14 calendar days without giving any reason.

The period for exercising the right of withdrawal shall expire 14 days from the day following the day on which the consumer, or a third party other than the carrier and indicated by the consumer, acquires physical possession of the goods.

To exercise the right of withdrawal, the consumer must inform of their decision to withdraw from this contract via an unequivocal statement, sent by post to PROZIS - Rua do Cais, No. 198, Fontarcada, 4830-345 Póvoa de Lanhoso, Portugal, which must be preceded by a message to the Customer Support Service, available on the website. The order number and the description or reference of the product(s) to be returned must be communicated in this contact, as well as the intended form of reimbursement of the amount paid.


The customer may use the electronic withdrawal form available here, or, alternatively, the download the paper version of the form here, but it is not mandatory.


To meet the withdrawal deadline, customer must send their communication concerning their exercise of the right of withdrawal before the withdrawal period has expired described below.


The procedures set out in the Annex to that document and to the provisions of point 1.3. infra (Returns) shall apply to the exercise of this right of withdrawal. In this context, PROZIS will fully reimburse the amount that the customer may have paid by way of delivery, with the exception of: a) any supplementary costs resulting from the choice of a type of delivery other than the least expensive type of standard delivery provided by us; b) any costs of returning the order as a result of this exercise of the right of withdrawal. In either case, the customer will bear the cost of returning the items to the warehouse.


Within 24 hours, PROZIS will acknowledge receipt of the intention to terminate the contract.


The reimbursement will be made without undue delay and within 14 days of receiving the returned item(s) in PROZIS' warehouse with prior notice. PROZIS shall communicate to the consumer an acknowledgement of receipt of such withdrawal within 24 hours.


Remark: PROZIS will carry out the reimbursement of the cost of the products using the same payment method used for the initial transaction, unless expressly agreed otherwise by the consumer; in any event, the consumer will not incur any fees as a result of the reimbursement of the amounts paid by way of delivery.


Procedures applicable to incidents

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

* Prepaid orders are all those that do not correspond to cash on delivery.

The customer may choose to be refunded on the original payment method or through a refund coupon that may be used on a future order. The coupon will be valid for 12 months from its issuing date. After this validity, no refund will be possible.

If the reason for the unsuccessful delivery and return of the order is the responsibility of the carrier, regardless of the chosen payment method, the customer will have to file a written complaint which will be analyzed by the carrier.

Alternatively, and subject to the prior express consent of the customer, such complaint may be sent to the carrier as supporting document of the incidence created on the basis of the non-delivery.