Shipping policy
Delivery and Receipt
1. General Provisions
Products requested by the Buyer in accordance with these General Terms and Conditions of Sale may be delivered or collected, at the Buyer's choice, as follows:
At the address that the Buyer has indicated as the delivery address for the corresponding Order (hereinafter, "Delivery Address"). EJM only makes deliveries to Spain, Portugal, and the United States, including the Balearic Islands. Deliveries are also made to the Canary Islands with an additional cost of €18. No deliveries are made to Ceuta and Melilla. In such cases, the Buyer or the recipient of the Order will receive the products through the transport company chosen by EJM, and must sign an electronic receipt acknowledgment. Said electronic receipt acknowledgment will serve as proof of delivery of the Order by EJM.
If the Order Buyer is absent from the address provided at the time of delivery, the buyer or the recipient of the Order will receive notice from the agency (email, SMS, or postal notice), informing whether their Order will have another delivery attempt or will be available at a pickup point.
After 15 days from the second unsuccessful delivery attempt, the package will be returned to EJM and the money refunded to the Buyer, through any payment method, according to EJM's choice, after previously deducting the corresponding return costs.
No claim regarding delivery will be accepted when the package appears as delivered, for which purpose the carrier's computer system (identification) will have conclusive character.
The Buyer may also choose to send their order to a pickup point of their convenience. This option is available as an alternative to home delivery. Fresh products are not suitable for delivery to pickup points, so any order containing at least one fresh product cannot use this delivery option. Pickup point shipping is available throughout the peninsula and the Balearic Islands. Not compatible with cash on delivery payment method.
The option to choose the transport agency with home delivery is not available for cash on delivery payment method or delivery to the Canary and Balearic Islands.
For shipments outside the European Economic Area, the customer may have to pay import taxes, customs duties, or brokerage costs (delivery costs) for their order. These charges are independent of shipping costs and will be billed directly by the carrier of your choice.
5.1.1 Order Shipping Cost
Orders will have no cost if they exceed TWENTY (€20.00) euros. For orders below that amount, the shipping cost will be determined at the time of purchase summary. With the exception of shipments to the United States with a minimum rate of $17.
5.1.2 Anomalies, Damage, or Deteriorated Packages
It is recommended that the Buyer, or the recipient of the Order, check the external condition of the package and products at the time of delivery.
In case of anomaly related to the package (damaged package, open package, liquid residue, etc.) or relating to the requested product(s) (missing product(s), damaged product(s)), the Buyer must imperatively follow the corresponding procedure, among those described below (in articles 5.1.1, 5.1.2, 5.1.3, and 5.1.4 of these General Terms and Conditions of Sale), according to the Order's condition. Failure to follow the appropriate procedure will exclude the possibility of recourse against the carrier and against EJM. Specifically, the Buyer may not demand any refund. The Buyer, or the recipient of the Order, may also not demand from EJM the replacement of the requested products.
Likewise, the Buyer or the recipient of the Order will have the possibility to call EJM's Customer Service to learn the procedures for returning the damaged product(s). The Buyer will in this case be obligated to follow the procedure for returning damaged products that has been indicated by EJM's Customer Service. Otherwise, the Buyer may not demand refund or substitution of the affected products.
Return requests motivated by receiving a product with packaging or labeling different from that published on the Website as a result of updates and rebranding of products and their packaging by the manufacturer will not be considered product anomalies.
5.1.3 Mandatory Procedures in Case of Damaged Package
In case of incident verified in the presence of the transport company:
- Refuse delivery and clearly and detailed state the incident.
- Indicate the reason for refusing delivery to EJM Customer Service.
In case of incidents verified without the presence of the transport company:
- Report the anomaly to EJM Customer Service through the following means:
Email: hello@eteranima.es
Phone: +34630618183
Incident notification and claim filing must be done as soon as possible and, in any case, within 3 business days from product delivery.
5.1.4 Mandatory Procedures in Case of Missing or Damaged Product
The Buyer must report the absence or deterioration of the product to EJM Customer Service through the means specified in the previous section. EJM Customer Service may request any data relating to the identity of the Buyer or recipient of the Order and proceed with any verifications necessary for the case.
2. Delivery Times
Delivery times begin counting from the sending of the Order confirmation email.
In the event that delivery times are exceeded for any reason other than force majeure, the Buyer will have the possibility to cancel their Order.
Delivery times for EJM orders are merely indicative. However, for some Orders, air or ground transport times may be extended due to delays in air or ground transport, customs holds (for countries outside the European Union), or other unforeseen complications beyond EJM's control.