Shipping Policy
SHIPPING METHODS
Once the order is shipped, the customer will receive a confirmation email with the corresponding invoice, the assigned tracking number, and a link that allows 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, available on the login page, or by accessing the "Help" icon in the website's header bar and clicking on the "Track order" option. In either case, all information about the order will be available, including the aforementioned link.
Attempting to track your order online after receiving the shipping confirmation email may not yield any results. Shipping information may take up to 24 hours from the time the shipping confirmation is received to be updated on the carrier's website, and OX Nature/Pharmabiz, Lda. cannot be held responsible for this delay.
Orders are delivered Monday through Friday, excluding local or national holidays, to the address provided by the customer when placing the order.
DELIVERY SERVICES
OX Nature/Pharmabiz, Inc. offers various regular delivery services, which are subject to each carrier's own procedures, particularly regarding the data required for service completion, methods, deadlines, costs and transport conditions associated with the specifics of the orders to be delivered, and mechanisms for validating the identity of the purchase recipient or the third party representing them. OX Nature/Pharmabiz, Inc. is not responsible for any changes in the service conditions provided by the carriers, and is only responsible for ensuring that the procedures followed by them in the delivery process correspond to the terms in force at the time of purchase. The specificity of some product segments may justify the establishment of a minimum purchase value, which will always be indicated in the final stage of the order process.
Therefore, the delivery options presented may vary depending on the type of products to be delivered, the geographical area of destination, and the desired delivery method (delivery to address or pickup at a collection point).
The expected delivery time, as well as any relevant conditions or observations at the time the order process is completed, are indicated as an informational note in each of the delivery options on the "Shipping Policy" tab.
NOTICE: Delivery times, calculated from the date the order is actually shipped, are indicative and are therefore only considered valid when there are no physical or structural impediments (e.g., incorrect addresses or force majeure events such as strikes, loss of connection, inclement weather, etc.).
The customer may therefore choose to receive the order at an address of their choice (except for PO boxes). To do so, simply provide the address where you will be present between 9:00 AM and 7:00 PM on the scheduled delivery day. A delivery attempt will be made by a motorcycle courier from the chosen transport service to the indicated address.
NOTICE: It is not possible to choose a specific delivery time as it will depend on the delivery driver's route on the day of delivery, which is determined by the transport service.
Providing an incorrect or incomplete delivery address may result in the order being returned to OX Nature/Pharmabiz, Lda. and incurring additional costs for the customer; therefore, it is recommended that the customer always ensures that the delivery address provided when registering the order is indeed correct and complete. Once the order is registered, it is not possible to change the delivery address or billing information provided.
In contrast, the option to pick up the order at a collection point will be subject to a deadline for collection of the order, under penalty of its return to OX Nature/Pharmabiz, Lda., and must be no less than seven days, but this deadline is exclusively determined by the selected carrier and communicated by them via SMS sent directly to the customer.
NOTICE: In any of the shipping methods, for reasons of service organization and carrier 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 customer personal data, it is advisable to destroy or deface it after receiving the order to prevent this data from being accessed by third parties after the packaging is disposed of at recycling points.
SHIPPING COSTS
Shipping costs are calculated automatically by the system and may depend on the following factors:
- Actual or volumetric weight of the order (whichever is greater);
- Order value*;
- Segment of products ordered**;
Delivery address;
- Freight rates charged by carriers, which are updated periodically.
Similarly, shipping costs will be updated automatically as the customer adds items to their shopping cart.
All specific purchase conditions will be clearly indicated during the ordering process and immediately before confirmation of the purchase.
*The offer of free shipping on orders with a certain minimum purchase value will only apply to situations where the delivery address is located in mainland Portugal and Spain, with the exception of some locations.
INTERNATIONAL SHIPPING
OX Nature/Pharmabiz, Inc. ships daily worldwide.
Shipping costs and delivery times vary from country to country; this information is available when selecting your shipping carrier during checkout.
For shipments within the European Union, there are no additional charges, such as import taxes.
For shipments outside the European Union and Europe (e.g., Brazil, Switzerland, Norway, or the United States), please note that you may be subject to customs duties. It is the customer's responsibility to determine if the ordered products are permitted and/or subject to taxation. For the "Registered Mail" shipping option, the stated delivery time is 7 business days under normal circumstances. However, the actual average delivery time to some countries (such as Brazil) is 20 calendar days or more.
Express shipping via DHL
For some countries, express shipping via DHL is available. Delivery via DHL takes 3 business days. Due to customs processing, the actual delivery time may vary, and OX Nature/Pharmabiz, Lda. may influence this process.
In order to expedite delivery, we ask all customers to enter their Taxpayer Identification Number (or CNPJ in Brazil) in the "Special instructions or comments" field on the Delivery Information page during the Checkout process.
Please ensure the address is correct. Keep in mind that you may have to pay customs and import duties. If you refuse to pay customs duties, or if the order is returned to us, you will be charged the return shipping cost (which is equal to the shipping cost paid). If the order is returned, only the value of the products will be refunded, less the shipping and return costs. If the shipping and return costs exceed the value of the products, OX Nature/Pharmabiz, Lda. will not be able to issue a refund.
IMPORTED SUPPLEMENTS
OX Nature/Pharmabiz, Inc. ships your order strictly following your instructions . Because laws frequently change, it's impossible for us to know all the laws of the entire world! It is the customer's responsibility to ensure that the ordered products are legal in the destination country. If you have any doubts, you should seek clarification from the regulatory agency (for example, in Brazil it would be ANVISA and in the United States of America the FDA).
OX Nature/Pharmabiz, Inc. ships your order discreetly to protect your privacy. However, please be aware that you may be subject to customs duties if applicable.
SHIPPING FREIGHT REFUND
There are three situations in which the issue of reimbursement for shipping costs may arise:
a) Non-delivery of the order due to reasons attributable to OX Nature/Pharmabiz, Lda. or the carrier: the customer will be fully reimbursed for any shipping costs paid. A representative from the returns and refunds department of OX Nature/Pharmabiz, Lda.'s Customer Service will contact the customer to confirm their right to a shipping refund and to provide any further clarification on this matter.
b) Error in the product(s) shipped or shipment of defective product(s): the customer will be fully reimbursed for any shipping costs paid only if the error or defect occurs in all of the products shipped.
c) Right to Withdraw from the Contract: In accordance with the provisions of Articles 10 and 11 of the legal regime applicable to distance contracts and contracts concluded outside commercial establishments, the customer may exercise their right to withdraw from the contract within 14 days from the day on which the customer, or a third party designated by them other than the carrier, acquires physical possession of the ordered product or, if the order consists of several items to be delivered on different days, from the day on which physical possession of the last item delivered is acquired. To exercise this right, the customer must send OX Nature/Pharmabiz, Lda., before the expiry of the aforementioned period, an unequivocal declaration of withdrawal from the contract, and may use the electronic Withdrawal form available for this purpose. Here . The procedures for exercising this right are those described in the annex to the aforementioned document, as well as the provisions of our "Refund Policy (Returns)". In this context, OX Nature/Pharmabiz, Lda. will proceed with a full refund of any shipping costs the customer may have paid, with the exception of: a) delivery costs if a shipping method other than the least expensive standard shipping method offered by OX Nature/Pharmabiz, Lda. is chosen; b) the costs of returning the order as a result of exercising this right of withdrawal. In either case, the customer will be responsible for the costs of returning the items.
Within 48 hours, OX Nature/Pharmabiz, Lda. will acknowledge receipt of the notification of intent to terminate the contract.
NOTICE: Refunds can be made via the original payment method or via a refund voucher. The option to receive a refund via a voucher will depend on the customer's explicit request. In this case, the customer accepts the condition that the refund voucher will be valid for 12 months from the date of issue, and that no further refunds will be issued after this period.
APPLICABLE PROCEDURES IN CASE OF INCIDENT REPORTING
In the event that a prepaid order* is returned to OX Nature/Pharmabiz, Lda. for reasons attributable to OX Nature/Pharmabiz, Lda., a refund of the purchase price will be issued, including shipping and return costs.
*Prepaid orders are those paid for by Credit Card, MBWay, Multibanco or PayPal.
The customer may choose to receive a refund via the original payment method or through a refund voucher that can be used on a future order. The voucher will be valid for 12 months from the date of issue. After this period, no refunds will be issued. If the original payment was made via Multibanco (Portuguese ATM network), and the customer authorizes this, they will be contacted to provide the necessary bank details for the refund, if desired.
If the reason for the failed delivery and return of the order is the responsibility of the shipping company, regardless of the chosen payment method, the customer must submit a written complaint which will be analyzed by the shipping company. Alternatively, and always depending on the customer's prior and express consent, the complaint submitted by the customer to OX Nature/Pharmabiz, Lda. may be sent to the carrier as support for the incident created based on the non-delivery.