Shipping policy

Shipping Policy


1. Shipping Areas

We currently ship only to Portugal Mainland and Islands (Azores and Madeira).

We do not ship to:

  • Other countries (soon expanding to Spain)

  • PO boxes

  • Military addresses

2. Shipping Times

2.1 Order Processing

  • 1-3 business days after payment confirmation

  • Orders placed on weekends or holidays are processed on next business day

  • You'll receive confirmation email when order is shipped with tracking number

2.2 Delivery Time

Portugal Mainland:

  • 3-5 business days after shipping

  • Urban areas: typically 3-4 days

  • Rural areas: may take up to 5 days

Islands (Azores and Madeira):

  • 5-7 business days after shipping

  • Subject to sea/air transport availability

Total Time (Processing + Delivery):

  • Portugal Mainland: 4-8 business days

  • Islands: 6-10 business days

3. Shipping Methods

We use trusted carriers:

  • CTT Expresso (primary)

  • DPD Portugal

  • Chronopost

All orders include:

  • ✅ Tracking number

  • ✅ Shipping insurance

  • ✅ Safe and discreet packaging

4. Shipping Costs

4.1 Standard Shipping

Destination

Cost

Time

Portugal Mainland

€4.95

3-5 business days

Azores and Madeira

€7.95

5-7 business days

4.2 Free Shipping

Free shipping on orders over €50 (Portugal Mainland)

Note: Free shipping does not apply to Azores and Madeira

4.3 Express Shipping (Coming Soon)

Soon we'll offer 24-48h express shipping option for additional cost.

5. Order Tracking

5.1 How to Track

  1. You'll receive email with tracking number after shipping

  2. Click link in email or visit carrier website

  3. Enter tracking number to see status

5.2 Tracking Statuses

  • Order Received: Payment confirmed, preparing shipment

  • Processing: Packing and preparing for shipping

  • Shipped: Handed to carrier

  • In Transit: On the way to your address

  • Out for Delivery: Will be delivered today

  • Delivered: Order received

6. Delivery

6.1 Required Information

To ensure successful delivery, provide:

  • Full name

  • Complete address (street, number, floor, door)

  • Correct postal code

  • Phone number (for carrier contact)

6.2 Delivery Attempts

First attempt:

  • Carrier attempts delivery at provided address

  • If not present, leaves notice

Second attempt:

  • New attempt next day

  • You can contact carrier to schedule

After 2 failed attempts:

  • Order available for pickup at nearest collection point for 5 business days

  • After 5 days, order returns to sender

6.3 Collection Point Pickup

If you prefer, you can request direct delivery to CTT/DPD collection point:

  • Indicate in order notes

  • You'll receive SMS when available for pickup

  • Bring ID document

7. Shipping Problems

7.1 Delayed Order

If order doesn't arrive within expected time:

  1. Check tracking online

  2. Contact us: support@ainode.info

  3. We investigate with carrier

  4. Resolution within 24-48 hours

7.2 Lost Order

If tracking doesn't update for more than 10 days:

  • Contact us immediately

  • We open investigation with carrier

  • We reship or refund after confirmation

7.3 Incorrect Address

Customer responsibility:

  • Verify address before completing purchase

  • Orders returned due to incorrect address may have reshipping costs

How to correct:

  • Contact us within 24 hours after placing order

  • We can change before shipping (no cost)

  • After shipping, contact carrier directly

8. Products Damaged in Transit

8.1 Inspection at Delivery

IMPORTANT: Inspect order in presence of delivery person

If packaging is visibly damaged:

  • Refuse order or accept with reservations

  • Take photos of damaged packaging

  • Contact us immediately: support@ainode.info

8.2 Damage Discovered After Delivery

If you discover damage after accepting order:

  1. Contact us within 48 hours: support@ainode.info

  2. Provide:

    • Order number

    • Clear photos of damaged product

    • Photos of outer packaging

  3. We offer replacement or full refund

  4. We cover return shipping costs

9. Customs and Taxes (Islands)

Portugal Mainland:

  • No customs duties (national territory)

Azores and Madeira:

  • Products may be subject to customs inspection

  • Normally no additional taxes (products within EU)

  • Possible delays due to inspections (1-2 days)

10. Packaging

All products are packed with:

  • ✅ Original manufacturer packaging

  • ✅ Additional protection (bubble wrap, paper)

  • ✅ Sturdy cardboard box

  • ✅ Ainode security tape

  • ✅ Invoice and documentation

Discreet packaging: No external indication of contents

11. Holidays and Peak Periods

11.1 National Holidays

We don't process orders on:

  • Portuguese national holidays

  • December 25

  • January 1

11.2 Peak Periods

During Black Friday, Christmas and promotional campaigns:

  • Processing times may increase 1-2 days

  • Delivery times may increase due to volume

  • We always inform about expected delays

12. International Shipping (Future)

Coming soon:

  • Spain (expected 2026)

  • Other EU countries (to be confirmed)

Subscribe to our newsletter to be notified when we expand.

13. Environmental Policy

We're committed to sustainable practices:

  • ♻️ Recyclable packaging

  • 🌱 Biodegradable protection materials when possible

  • 📦 Delivery route optimization to reduce emissions

14. Contact

Shipping questions:

Email: support@ainode.infoResponse time: Maximum 2 hours (business days)Hours: Monday to Friday, 9am-6pm

Always include:

  • Order number

  • Tracking number (if available)

  • Problem description