Shipping, DOA Guarantee, Refund and Return Policy

At Aquapicanço, we are committed to providing the best customer experience, whether you’re buying live items or dry goods. Here's everything you need to know:

Shipping Details

International Shipping:

  • We ship via Nacex to Portugal and Spain. Deliveries to major European locations are usually completed within 24 hours. Please note that carrier delays are not covered by the DOA guarantee unless optional insurance is added (details below).

Shipping Rates:

  • Portugal: From €6.90

  • Spain: From €7.50

  • The exact shipping cost for your location will be calculated at checkout.

Discounts:

  • Shipping discounts are automatically applied at checkout.

Shipping Schedule:

  • Orders are shipped on Mondays and Wednesdays.

  • You may email us at aquapicanco@gmail.com to confirm or adjust your shipping date.

DOA (Dead on Arrival) Guarantee

  • We guarantee the safe arrival of all live items within 24 hours of shipping.

If a live item arrives compromised:

  • Contact us at aquapicanco@gmail.com within 4 hours of delivery.

  • Include detailed photos of the item inside and outside the bag, with a visible white background.

Important Conditions:

  • Maximum transit time covered: 24 hours

  • Damage must be reported via email

If your order arrives damaged:

  • Immediately inspect the items and packaging.

  • Email us within 24 hours with:

    • Order and tracking numbers

    • Description of the damage

    • Photos of items and packaging, including damaged areas

  • All the above steps are mandatory for proper resolution.

Returns and Refunds

Returns of dry goods:

  • Can be returned within 30 days of receipt

  • Items must be unused, in original packaging, and in 100% resalable condition

  • Return shipping costs are the customer's responsibility, unless the return is due to our error

  • Refunds are processed only after we receive and verify the returned item is in perfect condition

Live items:

  • Due to their nature, live items cannot be returned.

Live animal order payment policy:

  • All orders containing live animals must be paid within 24 hours of placing the order.

  • If payment is not received within that time, the order will be automatically canceled.

Order Cancellations

  • For orders paid via automated payment platforms, a 2.5% fee will be deducted from the refund.

  • This fee is charged by payment providers and is non-refundable, unless the cancellation is due to our lack of stock.

Refund process:

  • If approved, the refund will be based on the item's purchase price

  • Shipping costs will only be refunded if the entire order is refunded

  • The refund will match the net amount received by Aquapicanço after deducting payment platform or insurance fees (e.g., PayPal, Visa)

  • We do not refund service fees charged by third parties

We’re here to help! If you have any questions, don’t hesitate to contact us.