Information about our Fast and Inexpensive Shipping
With the exception of some rare cases alien to PROZIS, all orders placed and paid for via Credit Card, PayPal, ATM or Cash On Delivery* will be shipped on the same day, as long as the payment is realised before 14:00 on a working day. Orders paid for at a later time will be shipped on the next working day.
The bank transfer* payment option is subject to a confirmation period which can vary between 24 hours and 5 working days, according to the country from which the transfer is made. In regard to this payment method, Prozis has no control whatsoever over the term in which the transfer is executed, for which the customer's bank is responsible. In such cases, the order will be shipped on the day Prozis receives payment confirmation from the bank in question.
* The above-mentioned payment methods are not available for every country. To know what payment methods are available for the client's country, please read the information available, under "Payment Methods".
Should any concerns arise regarding the order (delivery address confirmation, payment verification, out-of-stock products, etc.), we will contact the client by Helpdesk message. We will wait for an answer from the client for three working days. The order will not be shipped until we receive an answer to our message. If no answer is received within the indicated time period, the order will be cancelled and its payment reimbursed to the client.
Once the order is shipped, the client will receive a confirmation email with the respective invoice, a tracking number and a link that allows tracking of the order on the transport service website.
The client may also access this tracking link by logging into his/her Prozis account and clicking on the "Orders" tab shown on the login page. By clicking on an order in the column "Orders History" on the left hand side of the screen, the client will be given all the information about that same order in the column "Order Details" on the right hand side of the screen, including the above-mentioned link.
It is possible that, at the time the shipping confirmation with the tracking number is sent to the client, attempting to track the order online does not yet provide any results. It may take up to 24 hours after receiving the shipping confirmation e-mail for any tracking updates to become available on the transport service website.
Orders are delivered from Monday to Friday, except for national or municipal holidays, at the address provided by the client when placing the order.
The client may receive the order at whatever address he/she prefers (with the exception of PO Boxes). All that needs to be done is to provide us with the address where he/she will be at between 9 a.m. and 7 p.m. The chosen transport service will attempt to deliver the order at the address indicated by the client.
WARNING: The client cannot choose a specific delivery time, because deliveries are conditioned by the routes defined by the transport service on the respective delivery date.
Providing an incorrect or incomplete address may lead to the parcel being returned to PROZIS, leading to extra costs that will be imputable to the client. Hence we recommend the client to always make sure that the delivery address he/she provides when placing the order is complete and accurate. Once the order is processed it is no longer possible to change either the delivery address, or the billing details.
Chronopost - Pick Me
If the client chooses the Pick Me service, his/her order will be shipped to the pickup point that can be selected when placing the order. On the next working day after dispatch, the addressee will receive a text message on the cellphone number provided by the client when placing the order, informing him/her that the order is ready to be picked up. The addressee then has 10 days to pick up the parcel. In case the parcel is not collected during this period, it will be returned to Prozis.
This option is only available for orders up to 10 kg, and if the selected payment method is cash-on-delivery, it should preferably be paid via ATM when picking up the order.
MRW will leave a note, requesting the addressee to call either the agency responsible for the parcel's delivery, or its general number, so that a new delivery can be scheduled on a more suitable date. The addressee has 5 working days to contact the delivery service and schedule a new delivery. If he/she fails to do so within this deadline, the order in question will be returned to Prozis.
Nacex will leave a note, requesting the addressee to call either the agency responsible for the parcel's delivery, or its general number, so that a new delivery can be scheduled on a more suitable date. The addressee has 5 working days to contact the delivery service and schedule a new delivery. If he/she fails to do so within this deadline, the order in question will be returned to Prozis.
CTT will leave a notification requesting the addressee to pick up the parcel from the post office in his/her residential area. There is a pick-up deadline of 3 working days, counting from the day of the delivery attempt. To be able to pick up the order, the addressee will be required to present the CTT notification left at the delivery address, as well as his/her ID document. If the addressee is unable to collect the parcel in person, it may be collected by someone else in possession of the CTT notification, provided that this notification has been duly signed by the addressee. The signature must correspond with the signature on addressee's ID document, of which a copy must also be attached to the CTT notification. If the order is not collected within 3 working days, it will be returned to Prozis.
If the address provided by the client turns out to be incorrect or incomplete, the CTT notification cannot be delivered to the addressee, leading to the immediate return of the parcel to Prozis.
WARNING: Unlike other delivery services, that deliver orders between 9 a.m. and 7 p.m. at the address provided by the client, CTT deliver only between 8 a.m. and 1 p.m.
Mainland of Portugal
Once the client's order has been shipped, we guarantee a delivery deadline of 1 working day, unless the delivery address is in a remote area. In that case the delivery deadline amounts to 2 working days.
Madeira and the Azores
Shipping to Madeira and the Azores is realized exclusively by CTT. The delivery deadline depends on the chosen shipping method:
||EMSQuick - Sea Shipping|
|Madeira||Up to 5 working days|
|Azores||Between 7 and 15 working days *|
|* Note: shipping to Corvo and Flores may take up to 12 working days more than usual to deliver.|
||EMS12 - Air Shipping|
|Madeira||1 working day *|
|Azores||Between 4 and 7 working days **|
|* If ordered before 14:00 and paid for by credit card, PayPal or cash-on-delivery. * Maximum Weight Allowed: 5 kg ** Note: shipping to Corvo or Flores may take up to 10 more working days than usual to deliver.|
WARNING: The delivery deadlines are guidelines and are therefore only be considered valid when there are no physical or structural impediments to delivery (e.g. incorrect delivery addresses or forces beyond our control such as strikes, missed connections and poor weather conditions, among others).
Shipping costs are automatically calculated by our system, depending on the following factors:
- the actual or volumetric weight of the parcel (whichever the highest);
- the order value (at least one free shipping option will be available for orders with a value of €20.00 or more* **);
- the transport service price tables, which are updated on a regular basis.
Shipping costs are automatically updated as the client adds items to the shopping cart.
* Offer valid only for Mainland Portugal.
**Regardless of the established minimum value to obtain free shipping, some countries may present a minimum value per order. It is not possible to place an order with a value inferior to this amount.