Shipping policy
At Mentor Company, Lda, we are committed to ensuring that your order is delivered in a fast, secure, and efficient manner. Below you will find all relevant information regarding our shipping process.
1. Delivery Areas
We currently ship to:
- Mainland Portugal
- Madeira and Azores Islands
2. Delivery Times
For products that are in stock, the estimated delivery time is up to 1 week after order confirmation.
For products that are out of stock, the expected delivery timeframe will be communicated directly by our customer support team after the order is received.
Note: Delivery times are estimates and may be subject to change due to external factors such as weather conditions, logistical constraints, or peak periods (e.g., Christmas season).
3. Shipping Costs
Free Shipping
We offer free shipping for:
Orders above €500 (excluding VAT) – Mainland Portugal
Orders above €1,500 (excluding VAT) – Madeira and Azores Islands
Orders Below Free Shipping Threshold
For orders that do not meet the above thresholds, the following shipping fees apply:
€10 – Mainland Portugal
€250 – Madeira and Azores Islands, which is equivalent to the shipping cost for 1 pallet. For other dimensions and/or needs, we will calculate the cost and contact you.
Shipping rates may be subject to change without prior notice.
4. Order Tracking
Once your order has been shipped, you will receive a tracking number that allows you to monitor your shipment in real time. You may track your order directly on the carrier’s website.
5. Delivery of the Order
Please ensure that someone is available at the delivery address to receive the order. If no one is available:
A delivery attempt notice will be left with instructions for rescheduling or collection.
Important: Please inspect your order upon delivery. If you notice any damage to the packaging, inform the courier immediately and contact us.
6. Delivery Issues
If your order does not arrive within the estimated timeframe or if you experience any issues with delivery, please contact us via email and we will make every effort to resolve the situation promptly.
7. Returned Shipments Due to Incorrect Address or Recipient Absence
If an order is returned to our warehouse due to:
An incorrect or incomplete address provided by the customer
Repeated absence of the recipient at the delivery address
The customer will be responsible for the reshipping costs.
8. Order Changes and Cancellations
If you need to modify or cancel your order, please contact us as soon as possible. Once the order has been shipped, changes or cancellations may no longer be possible.
9. Changes to the Shipping Policy
We reserve the right to update this Shipping Policy at any time. Any changes will be published on this page.