Shipping Information

We currently ship everywhere in Portugal and will expand to European Community Countries. We can also ship to Countries outside the European Community, which will have an extra cost – to obtain a quote for your order, contact us directly or send details via the following email: loti@tensai.pt.

*SPECIAL NOTE* If you require special services outside of our standard delivery (such as an inaccessible delivery address), you may be charged a “difficult delivery fee”. If you have any questions about your delivery address, simply contact us and we will be happy to discuss it.

Due to the custom nature of many of our LOTI's – LORD OF THE ICE, many will take at least 4 to 6 weeks before they are ready to ship, and this may be extended if the LOTI – LORD OF THE ICE is particularly specialized or personalized.

The exceptions to the rule are pre-made LOTI’s – LORD OF THE ICE accessories. If they are in stock, they should be delivered within 5 to 7 business days after payment has been processed.

*SPECIAL NOTE* If there is a delay in your order due to unforeseen circumstances such as extreme weather conditions or unavailability or price change through the supplier, a dedicated customer support specialist will contact you using the contact details listed on the form of order. We will inform you of what happened, why and any changes to the item you ordered. If the new conditions are unacceptable to you, you have the right to cancel the order at that time.

Shipping times are estimated and provided by our shipping providers. Once an order leaves our warehouse, it is the responsibility of the delivery provider to ensure on-time delivery. If you experience any delays, please email our dedicated technical support at loti@tensai.pt. and we will work with the shipping provider to resolve the issue as quickly as possible.

Based on normal lead time plus product production time, general pre-sale time is 4-6 weeks. The specific time will be clearly marked in the product description.

Please keep in mind that shipping times provided on our website are from our designated shipping provider and are approximate estimates. Once an order has been dispatched from our warehouse, the responsibility for timely delivery lies with the designated delivery/transport provider within the specified time frame. Global supply chain challenges may also occasionally affect shipping times.

Shipping rates are calculated based on the total weight, dimensions and destination of your order. All shipping costs are passed directly to the customer. For professional clients, these costs are defined in advance between the client and our sales team.

Shipping is calculated after the first deposit. You can check the quoted shipping cost at any time by contacting our customer service team.

Please note that additional customs duties, taxes or fees may apply upon delivery, which are the responsibility of the customer. We recommend contacting your local customs office for more information about possible charges before placing an order.

Please ensure that the shipping address provided during checkout is correct and complete. If you have made a mistake, please let us know immediately.

We are not responsible for delays or incorrect deliveries resulting from incorrect shipping information.

1. Before signing any paperwork, thoroughly inspect the items delivered to you:

      a. Check for visible signs of damage such as dents, scratches or holes and be sure to note this when signing the delivery receipt. A signed delivery receipt, without damage notes, represents acceptance of the complete order in perfect condition. Failure to report damage may result in delayed or denied shipping claims.

2. Count all the pieces in your package and make sure they are accounted for.

       a. Immediately report any missing parts within 48 hours by emailing directly to loti@tensai.pt. or through our contact page.

3. If “hidden” damage occurs (damage not visible at the time of delivery), report it immediately by sending an email directly to loti@tensai.pt.

Refusing to accept your order upon delivery for any reason other than damaged product or shipping error will be subject to a 20% restocking fee plus any and all applicable shipping charges.

For information on returns, exchanges or order cancellations, please see our Returns and Refunds policy.

We deliver worldwide with no additional fees or taxes due upon delivery. The price at checkout is the final price you pay. In rare cases, orders may be charged customs fees by your government. These fees are not imposed by our website and you will be responsible for the charges. We apologize for any inconvenience, but we have no control over customs authorities in your country or any other country. Please contact your local customs office for more information about customs duties, fees and taxes.

We do not refund import duties or taxes. It is each customer's responsibility to pay import duties and taxes from their countries. If you refuse to pay your fees and your order is returned to us, we will refund the amount of the purchase price minus all shipping/customs costs. The item must be intact and resellable for a refund to be applied. The exact amount will be provided to you via email upon receipt of the refund.

Note: When a package is returned to us, we pay shipping twice. Once when we originally sent it to you and once when we returned it. Both shipping costs will be deducted from the refund amount +5% administrative costs.

If your order is delayed, please contact us and we will promptly check the situation with the carrier. Thank you for your understanding and support.

Note: the shipping policy applies exclusively to products purchased directly from the LOTI – LORD OF THE ICE online store. This policy does not apply to bulk purchases or personalized products. If you have requirements for bulk purchases or customized products, please consult our professional sales team for relevant information and guidance. Our sales team will provide appropriate support and guidance based on your needs to ensure you receive a satisfactory solution. For specific shipping times for these orders, please contact our sales team. Thank you for your understanding and cooperation.

If you have any questions, don't hesitate to contact us.