About Shipping | FITBEN - The best supplements online

About Shipping

Once the order is shipped, the customer will receive a confirmation email with the respective invoice, the assigned shipping number and a link that will allow the order to be tracked on the carrier's website. The customer may also have access to this hyperlink by logging into his account and clicking on the 'Orders' tab, available on the login page and also by accessing the 'Help' icon available on the website's header bar, clicking on the 'Follow order' option. Either way, you will be provided with all the information about the order consulted, including the link mentioned above.
Attempting to track the order online upon receipt of the shipping confirmation email may not return any results. The shipping information can take up to 24 hours, counted from the receipt of the shipment confirmation, to be updated on the carrier's website without any liability to FITBEN for this fact.
Orders are delivered from Monday to Friday, with the exception of local or national holidays, to the address the customer indicates when placing the order. Saturday deliveries may be subject to availability.
 
Delivery services
FITBEN offers several regular delivery services, which are subject to the specific procedures of each carrier, namely with regard to the data necessary to carry out the service, the modalities, terms, costs and transport conditions associated with the specifics of the orders to be delivered and the mechanisms for validating the identity of the recipient of the purchase or the third party who represents it. FITBEN is oblivious to any change in the conditions of service provided by the carriers, being responsible for ensuring, only, that the procedures followed by them in the delivery process correspond to the terms in force at the time of the purchase conclusion. The specificity of some product segments may justify the establishment of a minimum purchase value, which will always be indicated in the last stage of the ordering process.
The expected delivery time, as well as any conditions or observations relevant to the date of the completion of the order process, are indicated, as an information note, in each of the delivery options on the 'Shipping method' tab.
Warning: the delivery times, counted from the date of the actual dispatch of the order, are indicative, so they are only considered valid when there are no physical or structural impediments (example: incorrect addresses or eventualities of force majeure, such as strikes, connection losses , bad weather, etc.).
The customer may therefore choose to receive the order at an address of his choice (except in PO boxes). To do so, just provide the address where you will be present between 9:00 am and 7:00 pm of the day scheduled for delivery. An attempt will be made to deliver, by a courier from the chosen transport service, to the address indicated.
Warning: 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 defined by the transport service.
The indication of an incorrect or incomplete delivery address may result in the return of the order to FITBEN and may result in additional costs for the customer; for this reason, it is recommended that the customer always make sure that the delivery address, indicated when registering the order, is actually correct and complete. Once the order is registered, it is not possible to change the delivery address or the indicated billing data.
In contrast, the option for the collection method at the collection point will be, under penalty of returning it to FITBEN, subject to a time limit for collection of the order, not less than seven days but exclusively determined by the selected carrier and communicated by SMS sent directly to the customer.
 
Shipping costs
Shipping costs are automatically calculated by the system and may depend on the following factors:
- actual or volumetric weight of the order (whichever is higher);
- order value *;
- ordered products segment **;
- delivery adress;
- carrier tariffs, which undergo periodic updates.
Likewise, shipping costs will be automatically updated as the customer adds items to the shopping cart.
All specific purchase conditions will be clearly indicated in the ordering process and immediately before confirmation of the respective purchase.
* The offer of shipping costs for orders with a certain minimum purchase price will only apply to situations where the delivery address is located in mainland Portugal.
** The sale of frozen products is subject to a minimum purchase price and may be subject to the payment of the cost of transport packaging in low value orders. These specific purchase conditions are clearly identified in the ordering process and immediately before confirmation of the respective purchase.
 
Refund of Shipping Costs
There are three situations in which the question of reimbursement of the shipping costs of the order can be asked:
i) Failure to deliver the order for reasons attributable to FITBEN or the carrier: the customer will be fully refunded of the amount he may have paid by way of shipping. An employee in the area of ??returns and refunds of FITBEN's Customer Support service will contact the customer to confirm the right to a refund of postage and to provide any additional clarification on this topic.
ii) Error in the product (s) shipped or shipment of defective product (s): the customer will be fully refunded of the amount he may have paid as shipping charges only if the error or defect occurs in all products shipped. For more information on this topic, see point 1.5. infra.
iii) Right to Free Termination of the Contract: in compliance with the provisions of articles 10 and 11 of the legal regime applicable to contracts concluded at a distance and outside the commercial establishment, the customer may exercise his right to free terminate the contract in the within 14 days from the day on which the customer, or a third party designated by you other than the carrier, acquires physical possession of the product ordered or, if the order consists of several items that will be delivered on different days , from the day the physical possession of the last delivered item is acquired. To exercise this right, you must send to FITBEN, before the end of the period indicated above, an unambiguous declaration of termination of the contract and, for this purpose, you can use the Free Resolution electronic form available here, or, alternatively, download the model of form here. To the exercise of this right, the procedures described in the annex to that document apply, as well as the provisions of point 1.3. infra (Returns). In this context, FITBEN will fully refund the amount that the customer may have paid for shipping costs, with the exception of: a) delivery costs in the event of choosing a shipping method other than the least expensive standard shipping method. made available by FITBEN; b) the costs of returning the order due to the exercise of the right of withdrawal. In any case, the customer will bear the costs of returning the items.
Within 24 hours, FITBEN will acknowledge receipt of the notice of intention to terminate the contract.
Warning: Refunds can be made using the original payment method or via a refund coupon. The option for the refund method using a refund coupon will depend on the express manifestation of this desire by the customer. In this case, the customer accepts the condition that the refund coupon has a validity of 12 months from the date of issue of the coupon, so that, after this period, there will be no further refund.
 
Procedures applicable in the event of registration of incidents
In the event that a prepaid order * is returned to FITBEN for reasons attributable to FITBEN, a refund of the amount paid for the purchase will be made, including costs related to shipping and return.
* Prepaid orders are those paid by Credit Card, PayPal, MBWay or ATM.
The customer can choose to receive a refund using the original payment method or through a refund coupon that can be used on a future order. The coupon will be valid for 12 months from the date of creation. After this period, there will be no refund. In the event that the original payment was made by ATM or Bank Transfer, if authorized, the customer will be contacted in order to provide the bank details necessary to make the refund.
If the reason for the failed delivery and return of the order is the responsibility of the freight forwarder, regardless of the payment method chosen, the customer will have to submit a written complaint that will be analyzed by the freight forwarder. Alternatively, and always dependent on the customer's prior and express consent to do so, the complaint submitted by the customer to FITBEN may be sent to the carrier in support of the incidence created on the basis of non-delivery.
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Returns up to 30 days

We accept returns up to 30 days from the delivery date

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