Shipping policy
What we ship
smart ball for dogs and cats. It is an item of light weight that travels in its box. Inside you get: one smart ball in the chosen model and colour and one USB-C charging cable. It has a built in lithium battery, so it travels with the labelling and transport restrictions required by dangerous goods regulations.
Where we ship
Worldwide. If your country shows up at checkout, we deliver there.
What it costs
A single 1,99 flat rate in your local currency, wherever you are: the price you see is the price you pay. Free shipping from 30 € (or the equivalent in your currency). The cart tells you how much you have left to reach it.
Shipping protection (optional)
In the cart you can add Shipping protection for 3,49 in your currency. It is a completely optional extra: it comes unticked by default and it is only added to your total if you switch it on yourself.
Do not let the name confuse you: you do not need it for us to respond. If the parcel is lost or arrives damaged, we sort it out anyway and at no cost to you, as explained in our refund policy. Your statutory rights do not depend on this extra.
Timescales
We prepare orders in 1 to 2 business days. Transport then normally takes between 7 and 14 working days depending on where you are; the most distant destinations may take a little longer.
These are estimates and they start counting when the order leaves the warehouse, not at the moment of purchase. The maximum legal delivery period is 30 days, unless another one is expressly agreed at the time of purchase. If something is delayed (customs, a strike, the carrier) we let you know and look for a solution. Your statutory rights remain intact.
How we ship: worth knowing
We work with a network of authorised suppliers and warehouses. Products may leave from different warehouses or countries, so an order with several items may reach you in separate parcels, at no extra cost to you. Packaging may vary.
Tracking
You will receive a tracking number by email as soon as your order ships. If it has not arrived after 5 business days, check your spam folder and then write to us.
Customs and import taxes
Orders shipped outside the European Union may be subject to duties or import taxes set by the destination country. They are not included in the price and are payable by the customer. We do not control them and cannot anticipate the amount.
Shipping to the Canary Islands, Ceuta and Melilla
Parcels going to the Canary Islands, Ceuta and Melilla go through a customs procedure, even when they ship from within Spain. For that procedure, the carrier needs the DNI or NIE number of the person receiving the order. If your order is going to one of those destinations, we will ask you for it by email after your purchase: the number is enough, no photograph is needed. We use it only for the customs declaration of that order, as explained in our privacy policy. Without it the parcel cannot ship; if you prefer not to provide it, we refund your order in full.
Wrong or incomplete address
Please check your address before completing the order. If the parcel has not shipped yet, write to us and we will correct it. If it has already shipped and is lost because the address was wrong, reshipping may have a cost.
Refused or uncollected parcels
If a parcel returns to the warehouse because it was refused or never collected, we refund the product; return transport costs may be deducted.
Lost parcels
If tracking stops in an abnormal way, we open a claim with the carrier and give you a solution: reshipment or refund.
Damaged, faulty or wrong product
Please check the order on arrival and tell us within 48 hours with photos or video. See our refund policy: this is not a change of mind and it costs you nothing.
Who ships your order
- Trading as: Zoom & Benny
- Address: Avenida de Guadalajara 8, Guadalajara, España
- Email: orbibolsa.nuvo@gmail.com