Delivery & Shipping
1 - General Information
At WIO, we are committed to providing swift and efficient delivery services. We ship our products to all EU countries, only on workdays. Our goal is to pack all orders within 24 hours (excluding weekends and holidays) and ship them to you within the next 24 to 72 hours. We partner with reputable shipping companies such as DHL, GLS, and for pallet shipping Kuehne + Nagel, to ensure your orders reach you safely and on time. All our parcels are shipped from our warehouse in Barcelona, Spain.
2 - Shipping Costs
At WIO, we aim to provide our customers with efficient and cost-effective delivery. We understand that shipping costs can be a concern, and we've structured our policy to be as clear and fair as possible. Here's how our shipping costs work:
Standard Parcels via DHL or GLS:
Shipping charges for standard parcels delivered by DHL or GLS are calculated based on the total cost of your order and the size of your items. For parcels in boxes that weigh up to 25 kilograms, the breakdown is as follows:
Free shipping: If your order total exceeds 150€, you will enjoy free shipping. This is our way of saying thanks for your large purchase.
Shipping for just 9.90€: If your order total ranges from 75€ to 149.90€, a shipping cost of 9.90€ applies.
Shipping for 19.90€: For orders below 74.90€, a shipping cost of 19.90€ applies.
Special Shipping for Large Items via Kuehne & Nagel:
Additional 99.90€ charge: This applies to tanks and cabinets ranging from 75cms to 120cms that are delivered on a pallet. Please note that this additional fee is already included in the price listed for these products.
Certain items such as aquariums, terrariums, paludariums, and furniture orders of 75cms or more require special shipping provisions. These items are shipped on pallets by Kuehne & Nagel. Due to the large size and care needed for these items, the listed price already includes a shipping fee of 99.90€. This fee covers additional costs for special protection packaging, care, and pallet shipping.
- International Shipping: We do ship to select non-EU countries, like Switzerland and the UK, where customs may impose additional taxes or duties. Please be aware that such costs will be always borne by the client. Due to heightened administrative processes, we currently do not do International Orders. However, exceptions for bulk orders may be considered.
We hope this clear explanation helps you to understand our shipping policy better. Should you need further assistance or clarification, please do not hesitate to contact us.
3 - Monitoring and Coordinating Your Shipment
We understand the importance of keeping you informed about your shipment's status. All our partners provide online tracking, and you will receive your tracking number via email to monitor your shipment's progress. If you're not available at home during the delivery, the driver will reach out to you by phone to arrange a new delivery time. For shipments that require pallets, a phone appointment is necessary to coordinate delivery. The shipping company will reach out to you to schedule a specific day and time that suits your availability. Please ensure you adhere to this appointment as failure to receive the delivery could result in additional charges.
4 - Quality of Packaging & Damaged Goods Policy
We prioritize the safe and secure delivery of your orders. We use sturdy and secure packaging materials and ensure that all goods are in new, factory-state condition at the time of shipment. Despite our best efforts and due to the high volume of packages we send out daily, there are rare instances where packages may get damaged during transportation, items may be missing, or some items may be mistakenly replaced with another item. In such cases, we can guarantee a replacement or re-shipment of the damaged/missing goods, subject to certain conditions.
5 - Package Acceptance Checklist
At WIO, we aim for the best customer experience. To ensure that you receive your package in perfect condition, we have prepared a simple checklist for you to follow during package acceptance:
- Signature: Sign the package acceptance form to confirm you have received the delivery.
- Inspection: Always open the package in the presence of the delivery agent to ensure its contents are undamaged and complete.
- Complaints: If you find any issues with your order, ensure these are recorded before the delivery agent leaves. Do not accept any excuses from the agent for not doing so.
- Complaint Form: Fill out and sign the complaint form, which the delivery agent should provide.
Please note that without your signature on the complaint form, we cannot process any replacements for your goods.