Shipping policy
Shipping Policy
1. Introduction
Ortocare 360 is an online store based in Portugal, with the following address:
Passeio Parque da Cidade, Loja BD
2670-331 Loures
Portugal
Our store operates under a dropshipping model, which means that some or all of the products sold on our website may be shipped directly by our suppliers, logistics partners, manufacturers or distribution centres to the address provided by the customer at the time of purchase.
Although Ortocare 360 is based in Portugal, our goal is to operate as a store with global reach, offering products to customers in Portugal, the European Union and, whenever possible, other international destinations.
Our mission is to provide customers with solutions that promote comfort, mobility, support, wellbeing and quality of life, helping people reduce physical discomfort and live their daily lives with greater ease.
2. Store Operating Model
Ortocare 360 operates as an online store responsible for presenting, selling and managing orders placed through the website.
Because we operate under a dropshipping model:
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products may be shipped directly by external suppliers or logistics centres;
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the shipping origin may vary depending on the product purchased;
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different products from the same order may be shipped by different suppliers;
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an order may arrive in several separate deliveries;
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delivery times may vary depending on the product, supplier, destination and carrier;
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some products may be shipped from national, European or international warehouses.
This model allows us to offer a wider selection of products focused on comfort, orthopaedics, mobility, body support, wellbeing and everyday solutions.
3. Online Store and Absence of Local Physical Stock
Ortocare 360 operates mainly as an online store. Since we work with external suppliers and partners, not all products displayed on the website are physically stored at our facilities in Portugal.
Product availability, dispatch and shipping origin may depend on the supplier responsible for each item.
Whenever necessary, Ortocare 360 may contact the customer to provide information regarding availability, shipping, delivery times or any logistical limitations.
4. Delivery Areas
Ortocare 360 aims to make its products available to as many customers as possible, both in Portugal and internationally.
Whenever shipping is available, we may accept orders for:
Mainland Portugal;
the Autonomous Regions of the Azores and Madeira;
European Union countries;
the United Kingdom;
other international destinations, where possible.
Shipping availability may depend on several factors, including:
type of product;
destination country;
supplier location;
legal or customs restrictions;
carrier restrictions;
weight, volume or characteristics of the item.
If it is not possible to ship a particular product to the address provided by the customer, Ortocare 360 may contact the customer to present an alternative solution, where applicable.
5. Order Processing
After payment confirmation, the order enters the processing stage.
Processing may include:
order confirmation;
payment validation;
product availability check;
forwarding the order to the supplier;
preparing the product for dispatch;
issuing or updating shipping information.
Processing time may vary depending on the product, supplier, country of origin and order volume.
As we operate under a dropshipping model, order processing may not take place on the same day as the purchase.
6. Delivery Times
Delivery times shown on the website, when provided, are always estimates.
Delivery may vary depending on:
the destination of the order;
the shipping origin;
the supplier responsible for the product;
the shipping method used;
the carrier;
customs checks;
national or international holidays;
periods of high logistical demand;
weather conditions;
circumstances beyond Ortocare 360’s control.
For national or European orders, delivery times may differ from those applicable to products shipped from international warehouses.
For products shipped through international dropshipping, delivery may take longer than in a store with local stock in Portugal, as the product may be shipped directly from another country.
7. Deliveries within the European Union
For customers located within the European Union, Ortocare 360 seeks to comply with the delivery times shown at the time of purchase.
Where no specific delivery time is indicated, delivery should take place within a reasonable period and in accordance with applicable e-commerce and consumer protection legislation.
If a significant delay occurs, the customer may contact Ortocare 360 to request information about the status of the order.
The customer always retains the rights granted by applicable consumer protection legislation in the European Union.
8. International Deliveries
Ortocare 360 may accept orders for destinations outside the European Union whenever shipping is available for the product and destination country.
International deliveries may be subject to:
longer delivery times;
customs procedures;
inspections by competent authorities;
import fees;
local taxes;
customs duties;
transport restrictions;
legal limitations in the destination country.
Ortocare 360 does not control customs procedures, decisions made by local authorities or delays resulting from import controls.
9. Customs, Taxes and International Fees
For international orders, especially when products are shipped from outside the European Union or to destinations outside the European Union, additional costs may apply.
These costs may include:
VAT;
customs fees;
import duties;
carrier administrative fees;
other charges imposed by the authorities of the destination country.
Unless expressly stated otherwise at the time of purchase, these costs are the responsibility of the customer.
Refusal to pay customs fees or taxes may result in the order being returned, held or destroyed by the competent authorities or by the carrier, according to the rules applicable in the destination country.
10. Shipping Costs
Shipping costs, when applicable, will be displayed before the purchase is completed.
The shipping cost may vary according to:
delivery address;
destination country;
product weight;
package volume;
supplier responsible for shipping;
available shipping method;
promotional campaigns;
total order value.
Before finalising the purchase, the customer should check the total order amount, including product price, shipping costs and any other applicable charges.
11. Orders with Multiple Products
When an order includes more than one product, items may be shipped separately.
This may happen when:
products are supplied by different suppliers;
products are stored in different warehouses;
one product becomes available before another;
different shipping methods apply to each item;
some products have different processing times.
In these cases, the customer may receive more than one package on different dates for the same order.
Receiving part of an order does not necessarily mean that the remaining products have been cancelled.
12. Order Tracking
Whenever available, Ortocare 360 may provide the customer with a tracking number or tracking information.
Tracking may depend on:
supplier;
carrier;
country of origin;
destination country;
type of shipping used.
In some cases, the tracking code may take a few days to become active after dispatch.
If tracking does not show immediate updates, this does not necessarily mean that the order has not been shipped.
13. Delivery Address
The customer is responsible for providing a complete, correct and up-to-date delivery address at the time of purchase.
The address should include, where applicable:
recipient’s full name;
street, avenue, square or road;
door number;
floor, unit, shop or room;
postal code;
city/locality;
country;
phone number;
additional delivery information.
Ortocare 360 is not responsible for delays, losses, returns or failed deliveries caused by incorrect, incomplete or outdated information provided by the customer.
If the order is returned due to an incorrect address, absence of the recipient, failure to collect the package or delivery failure, additional costs may apply for reshipment.
14. Address Changes After Purchase
After the order has been confirmed, it may not be possible to change the delivery address, especially if the order has already been processed or shipped by the supplier.
If the customer notices an error in the address, they should contact Ortocare 360 as soon as possible by email:
ortocare360.official@gmail.com
Address changes are not guaranteed and will depend on the order status and the supplier’s or carrier’s conditions.
15. Delivery Delays
Although we seek to work with reliable suppliers and logistics partners, delays may occur due to external reasons.
Delays may be caused by:
customs procedures;
holidays;
strikes;
weather conditions;
transport restrictions;
carrier operational issues;
periods of high order volume;
force majeure events;
international constraints;
events beyond Ortocare 360’s control.
In the event of a delay, the customer may contact us to request information about the status of the order.
16. Orders Not Received
If the customer does not receive the order within the estimated delivery time, they should contact Ortocare 360 by email:
ortocare360.official@gmail.com
The message should include, where possible:
full name;
order number;
email used for the purchase;
delivery address;
description of the situation.
Ortocare 360 will review the situation and may contact the supplier or carrier to obtain further information.
Each case will be assessed individually, taking into account the order status, available tracking information, destination country and applicable legislation.
17. Lost Orders
When it is confirmed that an order has been lost during transport, Ortocare 360 may present an appropriate solution depending on the case.
Possible solutions may include:
reshipping the product;
replacement with an equivalent product, subject to customer acceptance;
refund, where applicable;
another solution agreed with the customer.
Confirmation of loss may depend on the analysis carried out by the carrier, supplier or logistics partner.
18. Products Damaged During Transport
If the customer receives a damaged product, they should contact Ortocare 360 as soon as possible by email:
ortocare360.official@gmail.com
The request should include:
order number;
description of the damage;
photos of the product;
photos of the outer packaging;
photos of the shipping label;
any other relevant information.
This information is important so that we can assess the situation with the supplier or carrier.
Failure to provide photos or evidence may make it more difficult to review the request.
19. Incomplete or Incorrect Products
If the customer receives an incomplete, incorrect or different product from the one ordered, they should contact us by email:
ortocare360.official@gmail.com
The message should include:
order number;
description of the product received;
description of the product ordered;
photos of the product received;
photos of the packaging and shipping label.
After review, Ortocare 360 may present an appropriate solution according to the situation and applicable legislation.
20. Refused or Uncollected Deliveries
If the customer refuses delivery, does not collect the order within the period indicated by the carrier, or is unavailable to receive the order, the package may be returned to the sender.
In such cases, costs may apply for:
return shipping;
storage;
reshipment;
carrier administrative fees;
other applicable logistics charges.
Ortocare 360 may deduct or charge these costs where permitted by law.
21. Products Unavailable After Purchase
Despite our efforts to keep information up to date, a product may become unavailable after an order has been placed.
This may occur due to:
supplier stock shortage;
delayed availability updates;
technical error;
shipping restrictions;
product discontinuation.
If this happens, Ortocare 360 may contact the customer to offer one of the following options:
wait for the product to be restocked;
replace it with an equivalent product, subject to customer acceptance;
cancel the order and issue a refund, where applicable.
22. Responsibility of Ortocare 360
Ortocare 360 undertakes to act with transparency, diligence and good faith in the management of orders and communications with customers.
However, because we operate under a dropshipping model, certain aspects of shipping depend on third parties, namely suppliers, manufacturers, logistics centres, carriers and customs authorities.
Ortocare 360 is not responsible for delays, costs or failed deliveries caused by:
incorrect address provided by the customer;
absence of the recipient;
failure to collect the order;
customs procedures;
import taxes or duties;
legal restrictions in the destination country;
force majeure events;
failures attributable to carriers or external entities.
This limitation does not affect the consumer’s legal rights under applicable legislation.
23. Consumer Rights
This Shipping Policy does not limit or exclude any legal rights granted to the consumer under applicable legislation in Portugal, the European Union or the customer’s country of residence, where applicable.
In the event of a conflict between this policy and mandatory consumer protection laws, the applicable legal rules shall prevail.
24. Contact for Shipping Questions
For any questions related to shipping, delivery, tracking, delays, damaged products, incorrect products or orders not received, the customer may contact:
Ortocare 360
Email: ortocare360.official@gmail.com
Phone: +351 923 277 8874
Address: Passeio Parque da Cidade, Loja BD, 2670-331 Loures, Portugal
25. Changes to the Shipping Policy
Ortocare 360 reserves the right to change, update or correct this Shipping Policy whenever necessary.
Changes may occur to reflect:
changes in suppliers;
changes in shipping methods;
new available destinations;
changes in logistics costs;
legal updates;
improvements to the store’s internal processes.
Any changes will take effect from the date of publication on the website.
Last updated: 05/05/2026