Shipping Policy

Effective Date: November 4, 2026

1. Introduction

Welcome to the official Shipping Policy of MASCOTA AVENUE SL, the trusted local Spanish pet accessories shop operating the e-commerce website www.mascotaavenuesl.com. As a team of passionate pet lovers dedicated to providing high-quality, thoughtfully designed pet gear for furry companions across the country, we have built this clear, customer-centric shipping framework to ensure your orders of pet toys, grooming tools, portable water bottles and other beloved pet accessories arrive at your doorstep smoothly, safely and within the shortest possible timeframe. This document covers all details related to order processing, shipping coverage, delivery timelines, shipping fees, tracking mechanisms and exception handling, to help you stay fully informed of every step of your order’s delivery journey. If you have any questions that are not addressed in this policy, you are welcome to reach out to our customer support team anytime using the contact information listed in Section 7.

2. Order Processing Timeline

Once you complete your purchase on our website, we will start processing your order immediately following these standardized procedures:
All orders submitted and confirmed with successful payment verification before 16:00 CET on working days will be arranged for packing and dispatched on the very same day. For orders confirmed after 16:00 CET on working days, as well as all orders placed on weekends or official Spanish public holidays, we will complete the order processing and packing work on the next upcoming working day.
Before we hand over your parcel to our designated logistics partner, our warehouse team will run a double quality check on every item you ordered: we verify that the product is in brand-new, undamaged condition, confirm no missing accessories, pack the items with shock-proof protective wrapping to prevent damage during transit, and include a printed order note with all your purchased product details inside the parcel. You will receive a processing confirmation email the moment we start preparing your order, so you can stay updated on the status of your purchase.

3. Shipping Coverage and Delivery Timelines

We currently offer shipping services covering all regions within Spain, and provide estimated delivery times that vary based on your location:

• For orders being delivered to mainland Spain, the standard delivery window after order dispatch is 2 to 4 working days. Residents in major cities including Barcelona, Madrid, Valencia and Alicante can usually receive their parcels within 3 working days at most.
• For orders being sent to the Balearic Islands, Canary Islands, Ceuta and Melilla, the estimated delivery timeline after dispatch is 4 to 7 working days, due to extra customs and transit procedures specific to these regions.
  Please note that the estimated delivery timelines we list are reference values, unforeseen situations such as extreme bad weather conditions, temporary logistics network delays, or local public health control measures may extend the delivery window slightly, and our team will notify you promptly if any such delay affects your order.

4. Shipping Fee Rules

We have designed a customer-friendly shipping fee structure to make your shopping experience with us more cost-effective:

• For all orders with a total value equal to or higher than 50 Euros, we offer completely free standard shipping across all regions of Spain. No extra hidden charges will be added to your checkout page.
• For orders with a total value lower than 50 Euros, a flat standard shipping fee of 3.99 Euros will be applied at checkout, no matter which region of Spain your delivery address is located in.
• If you would like to receive your order with expedited priority shipping service, you can select the expedited option at checkout for an additional 7.99 Euro surcharge. Expedited orders will be prioritized for processing and dispatch, and can be delivered to your address within 1 to 2 working days after dispatch for mainland Spain locations.

5. Parcel Tracking and Delivery Notes

As soon as we hand over your packed parcel to our official logistics partner, we will immediately send a dispatch notification email to the email address you provided when placing your order. This email will include your unique parcel tracking number, along with a direct link that allows you to check the real-time location and latest status update of your parcel on the logistics provider’s official website anytime.
When the courier arrives at your delivery address, they will require a signature from you or a designated recipient to confirm successful receipt of the parcel. If no one is available at the provided delivery address at the first delivery attempt, the courier will leave a delivery notice at your door, and you can follow the instructions on the notice to reschedule a suitable redelivery time, or arrange to pick up the parcel at the nearest local logistics service point within 7 calendar days.

6. Delivery Exception Handling

If you encounter any of the following delivery related situations, please reach out to our customer support team within 7 calendar days after the estimated delivery date, and we will work with you to resolve the issue promptly:

• If your parcel shows a status of delivered on the tracking system but you have not received it, we will coordinate with the logistics provider to launch an immediate investigation, and provide you with a free re-dispatch of your order or full store credit equal to your order value after we confirm the parcel is lost.
• If you find that the outer packaging of the parcel is severely damaged when signing for the delivery, please open the package in front of the courier and check if the inner products are broken or damaged. If any product is damaged, you can refuse to sign for the parcel, and contact us immediately. We will arrange a new replacement of all damaged items to you completely free of additional charge.
  We are not responsible for failed deliveries caused by you providing an incorrect, incomplete delivery address at checkout, or being unreachable at the provided phone number during multiple delivery attempts arranged by the courier. In such cases, you will need to cover the extra reshipping fee incurred if you request a second delivery.

7. Contact Information

If you have any questions about our shipping policies, or need help checking the status of your ongoing order, you can contact our support team through the following channels:
Company Name: MASCOTA AVENUE SL
Website: www.mascotaavenuesl.com
Email Address: crypta@mascotaavenuesl.com
Physical Address: Calle de Bilbao 25, Piso 1, Puerta 4, 08005 Barcelona, Spain
Contact Phone Number: +34 93 853 6037
Our support team is available from 9:00 to 18:00 CET on working days, and we will respond to all your inquiries within 24 hours.