Once the order has been shipped, the customer will receive a confirmation e-mail with the respective invoice, the assigned shipping number and a link that will allow them to track the order on the carrier's website. The customer can also access this link by logging into their account and clicking on the "Orders" tab on the login page, or by accessing the "Help" icon in the header bar of the website and clicking on the "Track order" option. Either way, you will be provided with all the information about the order you have consulted.

Trying to track the order online when you receive the dispatch confirmation e-mail may not return any results. It may take up to 24 hours from receipt of the dispatch confirmation for the shipping information to be updated on the carrier's website, without PROZIS being liable for this.

Orders are delivered from Monday to Friday, exception made on local or national public holidays, to the address indicated by the customer when placing the order.

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) may be included in the shipping carton along with the remaining 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 a specific time-delivery 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. These deadlines are merely estimates of delivery times, so failure to meet them cannot be interpreted as a breach of contract or an obligation to compensate the customer as a result of delivery at a later date.

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 cases of exceptional increase in the volume of orders that may occur during festive periods or during promotional campaigns, as well as for other eventualities that may prevent the regular provision of the 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. Whenever possible, and merely as a courtesy, the courier will attempt to contact the customer by telephone to ascertain why the delivery has not been made. Failure to attempt telephone contact, or the courier's inability to answer return calls from customers, cannot be interpreted as a failure to fulfil the delivery obligation, as carriers are not obliged to do so.

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.

* Whenever available, the offer of shipping costs on orders with a certain minimum purchase value will only apply in situations where the delivery address is located in mainland Portugal.

** Ordering frozen products may be subject to a minimum purchase amount and to the payment of the transport packaging in low value orders. These specific conditions of purchase are clearly identified in the order process and immediately prior to confirmation of the respective order so that the purchasing decision is fully informed.

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 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.

Procedures applicable to incidences

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 are not COD orders.

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. In the event that the original payment had been made by ATM, if agreed, the customer will be contacted to provide the bank details required to make such refund.

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.