Shipping & Returns
Shipping and returns policy
Agencies and shipping times
You always have the option to choose between different transport agencies (in the Balearic and Canary Islands, just Correos):
CORREOS (the cheapest cost but delivery will be made between 48hr and 72hr from the departure of the package from our stores).
SEUR or TIPSA (higher cost but faster, with delivery date between 24hr and 48hr from the departure of the package from our warehouses).
Orders are processed and sent within a maximum of 24 hours after the payment confirmation is made, with the exception of payment on delivery, excluding weekends and holidays. Orders placed on holiday or during the weekend, will be processed the next business day.
Once your package is in the hands of the transport agency, we will send you a tracking number by SMS or email. Please, use it to contact the transport agency, in case you need to know the schedule and date of delivery, make inquiries, etc ...
The delivery is considered made since the product is made available to the customer by the carrier and the recipient signs the receipt of the delivery. It is up to the recipient to verify the products upon receipt of the same (always make sure of the number of packages that must be received and that is reflected in the document delivered by the carrier) and expose all qualifications or claims that may have arisen during transport (blows and breaks). If the package arrives in poor condition, please indicate it on the delivery note of the carrier.
The cost of transport depends on the agency selected and destination of your order. In the "shopping cart", the transport cost for the ordered items appears, as long as a valid shipping address has been registered.
Free shipping will be applied to all orders over € 80 in Spain (except the Balearic and Canary Islands) provided that the payment is made by deposit, transfer or credit / debit card (not valid in the payment on delivery option).
Orders to Spain less than € 80, will have a shipping cost variable depending on the weight and transport agency that you select during the purchase process. The shipping costs are clearly indicated in the "shopping cart" and when placing the order (as long as you have indicated a valid shipping address in your customer file).
Returns & Exchanges
It works with a policy of changes and returns marked and established in the contract conditions. This policy can be applied to a product purchased in the physical or online store of Canna Ice S.L.
How to change / return your orders:
1. Contact us (within 5 days of the date of purchase) and inform us of your intention to change or return the product and the cause. No changes or refunds may be made after 5 days.
2. Always pack the item you want to exchange or return so that you travel safely back to our warehouses.
3. Please print a copy of the delivery note / invoice / order that you received with your order. On the back of that copy, write down the reason for your change / return. Do not forget to write down your name and phone number or any other information necessary to execute the return.
4. The product must be returned in the same condition in which it was received. In case you no longer have all the pieces, original packaging, instructions, etc ... it will not be possible to make the return or change.
5. The shipping cost of the returned / exchanged item must always be paid by the customer. If the change is due to our error or factory defect, the shipping costs will be paid upon receipt of said item in our stores.
6. We recommend using Certified Mail to be able to control the status of your return / exchange package. CANNA ICE S.L. will not be responsible for lost, sinister shipments, or that arrive in bad conditions to our warehouses.
7. Once the return / change is approved, CANNA ICE S.L. will send you the new product if it is change, and if it is returned, you will be given a purchase voucher for the amount of the material to be returned.
For more information or any clarification regarding the policy of changes and returns, please contact our after sales department.