Shipping policy

Shipping and delivery policy — Mascotas360s

Last updated: 29 October 2026

This policy explains delivery areas, shipping charges, estimated times and how to report problems with orders placed at https://mascotas360s.es.

1. Delivery areas

We ship to European Union countries enabled in our store, subject to the availability of each product and the destination address.

Shipping availability may vary between products and variants. Available options for the address provided are displayed before completing the purchase.

We do not ship to the Canary Islands, Ceuta or Melilla. Territories with special tax or customs arrangements are available only when expressly enabled and their conditions are disclosed before payment.

We do not currently ship to countries outside the European Union.

2. Shipping charges

Standard shipping is free with no minimum order to all enabled EU destinations. Availability and the total are shown before payment. Other services and costs require prior information and acceptance. Free transport does not mean tax exemption or acceptance of undisclosed customs charges.

3. Estimated delivery times

For mainland Spain and the Balearic Islands, usual estimated delivery is 7–15 working days from confirmation, including preparation and transport. Saturdays, Sundays and public holidays are excluded. For other EU destinations, the product-and-destination delivery time will be disclosed before purchase confirmation; the Spanish estimate does not automatically apply. Agreed delivery times and statutory rights in case of delay remain protected.

4. Preparation and processing

Orders are processed once payment is confirmed. Preparation depends on the product, availability and the logistics centre handling the shipment. The usual delivery estimate above includes preparation.

If a product cannot be supplied, we will inform the customer and refund the corresponding amounts paid without undue delay. We will not substitute a different product without the customer’s consent.

5. Tracking

When a tracking number or link is available, we will send it using the contact details provided at checkout. The carrier’s tracking information may take time to update after dispatch. For help locating an order, email john@mascotas360s.es with the order number or other information identifying the purchase.

6. External suppliers and shipping origins

Mascotas360s works with external suppliers and logistics centres that may prepare and ship products directly to customers. Some products may be shipped from outside Spain or the European Union, including suppliers in China. Items from the same order may arrive in separate parcels on different dates.

This shipping model does not reduce consumers’ rights or Mascotas360s’ responsibilities as seller. Applicable information on taxes, import formalities or additional charges must be provided before purchase. This clause does not constitute blanket acceptance of undisclosed charges.

7. Delays

If your order is delayed, email john@mascotas360s.es. We will check its status and arrange the appropriate solution. The agreed delivery deadline will be respected.

Unless another deadline has been validly agreed, goods must be delivered without undue delay and, as a general rule, within a maximum of 30 calendar days from conclusion of the contract. If the agreed or applicable statutory deadline is not met, the consumer may request delivery within an additional period appropriate to the circumstances. If delivery is still not made, the consumer may terminate the contract and obtain the corresponding refund.

In cases provided for by law, such as the seller refusing delivery or failing to meet a previously agreed essential date, the consumer may terminate without granting an additional period.

8. Delivery address

Customers must provide a correct, complete address. If you notice an error, contact john@mascotas360s.es or +34 624 76 43 42 as soon as possible. We will try to correct it where possible; after dispatch it may not be possible to change the address. Problems will be assessed according to their circumstances and applicable statutory rights. Penalties or loss of amounts paid will not be imposed automatically.

9. Orders not received

If tracking says delivered but you have not received the order, or the applicable deadline has passed, contact us. We will investigate with the supplier and carrier. A delivered tracking status does not prevent a missing-delivery report or investigation.

When transport is arranged by Mascotas360s or its suppliers on behalf of the store, the risk of loss or damage does not pass to the consumer until the consumer, or a third party designated by them other than the carrier, physically receives the goods.

10. Damaged, defective or incorrect products

Report any problem to john@mascotas360s.es. We recommend keeping the packaging and providing photographs of the product and parcel where possible. These recommendations do not create an additional claim deadline or limit consumers’ statutory rights. We will arrange the appropriate remedy under applicable law and our Returns and Refunds Policy.

11. Returns and refunds

Consumers have the applicable rights of withdrawal and statutory guarantee. As a general rule, withdrawal may be exercised within 14 calendar days after receipt of the product, subject to statutory exceptions. Returns are received in Spain at the address in our Returns and Refunds Policy, which sets out the procedure, costs and time limits.