Shipping policy

SHIPPING POLICY

Thank you for visiting and shopping at NOS MADEIRA - COMUNICAÇÕES, S.A. (operating via http://63ax0m-pa.myshopify.com/).

Because our core products—including heavy cast iron Dutch ovens, precision slow cookers, and carbon steel woks—require extra care, specialized packaging, and handling due to their weight and fragility, we want to ensure your shipping experience is clear and reliable.

Below are the terms and conditions that constitute our Shipping Policy.

1. Order Processing Time

Standard Processing: All orders are processed within 1 to 3 business days (excluding weekends and statutory holidays) after receiving your order confirmation email.
High-Volume Notice: During peak shopping seasons, sales, or promotional periods, order processing times may occasionally take slightly longer. If there is a significant delay in the shipment of your order, we will contact you via email.
Order Confirmation & Status: You will receive a notification email containing order details as soon as your order is placed, followed by a dispatch email containing tracking details once shipped.

2. Shipping Rates & Delivery Estimates

Shipping charges for your order will be calculated and displayed at checkout based on the weight, package dimensions, and destination of your order.

Below are standard estimated delivery timeframes:

Destination	Shipping Method	Estimated Delivery Time
Portugal (Mainland & Islands)	Standard Ground Shipping	3–5 Business Days
European Union (EU)	International Standard	5–10 Business Days
Rest of the World	Express / Priority Shipping	7–15 Business Days

Note: Delivery dates are estimates provided by courier services and are not guaranteed. Unexpected courier delays, severe weather conditions, or customs inspections may affect actual delivery times.

3. Heavy & Fragile Packaging Standards

Cookware requires robust protection during transport:

Heavy-Duty Packaging: Cast iron cookware and heavy woks are secured with reinforced, double-walled corrugated cardboard boxes.
Fragile Item Safety: Electrical slow cookers, lids, and ceramic inserts are cushioned with shock-absorbing foam inserts and bubble wrap to minimize risks of transit cracking or damage.

4. Order Tracking

Once your order has shipped, you will receive a Shipment Confirmation email containing your tracking number(s).

The tracking information usually becomes active within 24 to 48 hours after dispatch.
You can track your package directly through the link provided in the shipping confirmation email or via our courier partner’s website.

5. Customs, Duties, and Taxes

European Union: For orders delivered within Portugal and EU member states, applicable VAT/sales taxes are included at checkout where required by law.
International Orders (Outside EU): NOS MADEIRA - COMUNICAÇÕES, S.A. is not responsible for any customs duties, tariffs, import taxes, or clearance fees applied to your order upon arrival in the destination country. All fees imposed during or after shipping are the responsibility of the customer.

6. Incorrect Shipping Addresses & Undeliverable Packages

Please double-check your shipping address prior to completing payment.

We are not responsible for orders shipped to incorrectly entered addresses provided by the buyer.
If a package is returned to us due to an incorrect or incomplete address, or because it was unclaimed at a local post office/courier depot, the customer will be responsible for the reshipment fees.

7. Damaged, Lost, or Missing Packages

We take great care in packaging your orders, but carrier mishaps can happen.

Damaged Goods in Transit

If your package arrives visibly damaged, cracked, or shattered:

Save all packaging materials and damaged goods.
Take clear, high-resolution photographs of the exterior box, shipping label, and damaged contents (e.g., chipped enamel on Dutch ovens, broken glass lids, or damaged slow cooker bases).
Contact us within 48 hours of delivery at [email protected] with your order number and photo evidence so we can file a carrier claim and arrange a replacement or refund.

Lost Packages

If your tracking status shows "Delivered" but you have not received your package, please check with neighbors or local postal personnel first. If you still cannot locate your item, contact us within 7 days, and we will assist in opening an investigation with the shipping courier.