Shipping & Delivery

1. Shipping Cost Table – Mainland Portugal

STIVIKpro uses a shipping calculation system based on the order weight and the total value (excl. VAT). See below the applicable costs for deliveries in Mainland Portugal:

2. Free Shipping Conditions

STIVIKpro offers free shipping for orders that meet all of the following requirements:

3. Carriers and Delivery Times

3.1 CTT Expresso (Orders up to 30 kg)

• Delivery time: 24–48 business hours after dispatch
• Coverage: Mainland Portugal
• Delivery hours: 9:00–18:00 (business days)
• Notification: SMS with tracking code
• Delivery attempts: 2 attempts + collection at a CTT station

3.2 MRW / DPD Portugal (Orders up to 30 kg)

• Delivery time: 24–72 business hours after dispatch
• Coverage: Mainland Portugal (urban and rural areas)
• Delivery hours: 8:00–19:00 (business days)
• Notification: Email + SMS with tracking
• Flexibility: Option to reschedule delivery

3.3 DHL Express (Orders 30–200 kg)

• Delivery time: 2–5 business days after dispatch
• Coverage: Mainland Portugal (all areas)
• Delivery hours: 8:00–18:00 (business days)
• Specialisation: Bulky and heavy orders
• Tracking: Advanced tracking system

3.4 Automatic Carrier Selection

The STIVIKpro system automatically selects the most suitable carrier based on:

• Total order weight
• Product dimensions
• Destination postcode
• Availability and delivery times

4. Shipping to Portuguese Islands (Azores and Madeira)

STIVIKpro ships regularly to the Autonomous Regions of the Azores and Madeira via GLS PT/ES – Sea Freight.

4.1 Cost Table – Azores and Madeira

4.2 Specific Conditions for the Islands

• Carrier: GLS Portugal – Sea Service (PT/AC and PT/MD)
• Coverage: All islands in the Azores and Madeira
• Delivery time: 5–10 business days after dispatch from the mainland
• Postcodes: 9000-000…9999-999 (automatic at checkout)
• Tracking: Tracking code provided by email
• Notification: SMS when the order arrives on the destination island

4.3 Free Shipping for the Islands?

The free shipping promotion does not apply to shipments to the Azores and Madeira, regardless of the order value. Sea transport costs are always applied according to the table above.

5. Shipping to Mainland Spain

STIVIKpro ships regularly to Mainland Spain (excluding the Canary Islands, Ceuta and Melilla) via GLS PT/ES.

5.1 Cost Table – Mainland Spain

5.2 Excluded Areas in Spain

The costs above DO NOT apply to the following Spanish regions:

5.3 Shipping Conditions for Spain

• Carrier: GLS Portugal/Spain
• Coverage: All of Mainland Spain
• Delivery time: 3–5 business days after dispatch
• Tracking: Tracking code provided by email
• Customs: Not applicable (European Union)
• VAT: Charged at the Portuguese rate (23%) – no additional customs charges

5.4 Required Documentation

For shipments to Spain, STIVIKpro automatically provides:

• Commercial invoice (in Spanish, if requested)
• Certificate of origin (if applicable for professional equipment)
• Technical documentation and manuals (in Spanish, when available)

6. Shipping to Other European Union Countries

STIVIKpro ships regularly to several European Union countries via GLS PT/ES – Eurobusiness Volume.

6.1 Shipping Zones and Covered Countries

6.2 Detailed Cost Table by Zone

Zone 1 – Germany, France

Zone 2 – Austria, Belgium, Denmark, Netherlands, Luxembourg, Czech Rep., Italy

Zone 4 – Ireland

6.3 European Union Shipping Conditions

• Carrier: GLS Portugal/Spain – Eurobusiness Volume service
• Tracking: Tracking code provided by email
• Customs: Not applicable (European Union)
• VAT: Charged at the Portuguese rate (23%) – no additional customs charges
• Notification: Email + SMS when available
• Processing: 1–2 business days after payment confirmation

6.4 Special Regions and Exclusions

6.5 Countries NOT Covered (Require a Special Quote)

6.6 Benefits of GLS Intra-EU Shipping

6.7 How to Order within the EU

1. Select the products you want on stivikpro.com
2. At checkout, enter the full shipping address in the destination country
3. The system will automatically calculate the shipping cost based on weight and zone
4. Complete payment using one of the available methods
5. You will receive email confirmation with the estimated time and tracking

7. Shipping to Non-EU Countries

For shipments outside the European Union (Switzerland, the United Kingdom, USA, Brazil, etc.), STIVIKpro can provide solutions through specialised international carriers.

7.1 International Carriers

For non-EU shipments, we use:

• DHL Express: Urgent shipments (3–7 days) with priority tracking
• FedEx International: Balanced price/time option (5–10 days)
• UPS Worldwide: Bulky orders (7–15 days)
• Sea freight: Very bulky orders (4–8 weeks)

7.2 Required Documentation

Non-EU shipments require specific documentation:

• Detailed commercial invoice (in English)
• Certificate of origin (EUR.1 form or similar)
• Customs declaration (CN22/CN23)
• Technical data sheet and equipment manual
• Certificates of conformity (CE, if applicable)
• EORI number (for businesses)

STIVIKpro provides all required documentation on the Portuguese side. Customs clearance in the destination country is the responsibility of the customer or their customs agent.

7.3 Cost Estimate (Reference)

⚠️ Important: These amounts are for transport only and do not include customs duties, local VAT or other import taxes in the destination country, which may add an extra 20–50% on top of the total order value.

7.4 How to Request International Shipping

Email: internacional@stivikpro.com

Information to provide:

• Desired products (with STIHL references)
• Destination country and full address
• Customer type (individual or business)
• Tax ID/VAT number
• Required urgency
• Preferred carrier (if any)

8. In-Store Collection (Click & Collect)

STIVIKpro offers the option of free in-store collection at our locations in Sintra and Lisbon:

How Click & Collect Works

1. Select “In-store collection” as the shipping method at checkout
2. Choose your preferred store (Sintra or Lisbon)
3. Complete your purchase and wait for the confirmation email with product availability
4. Go to the selected store with:
   
   • Identification document (ID card, passport or driving licence)
   • Order number (provided by email)
   • Proof of payment (if applicable)

9. Order Tracking

All orders dispatched by STIVIKpro include a tracking code for real-time monitoring:

How to Track Your Order

1. Dispatch email: After dispatch, you will receive an email with:
   
   • Tracking code (tracking number)
   • Direct link to the carrier’s website
   • Estimated delivery time
2. Customer Area: Access your account at stivikpro.com/my-account and check your order status in the “Orders” section
3. Carrier Website: Go to the carrier’s website and enter the tracking code:
   
   • CTT Expresso: ctt.pt/rastreamento
   • MRW: mrw.pt/seguimiento
   • DPD Portugal: dpd.com/pt/rastreamento
   • DHL Express: dhl.com/tracking

Tracking Statuses

10. Delivery Issues

10.1 Damaged Order or Open Package

If you receive an order with damaged or opened packaging:

1. AT THE TIME OF DELIVERY: Refuse the delivery or clearly note the damage on the delivery note before signing
2. Photograph the damaged packaging and its contents
3. Contact us immediately (maximum 24 hours) via:
   
   • Email: encomendas@stivikpro.com
   • Phone: 219 617 468
4. Send the photos and a detailed description of the damage

10.2 Missing or Incorrect Item

If you receive a different product than ordered or an item is missing:

1. Check the order invoice (included in the parcel)
2. Contact us within a maximum of 48 hours
3. Provide:
   
   • Order number
   • Missing or incorrect product(s)
   • Photos of the products received

STIVIKpro will send the correct product or the missing item(s) at no additional cost, after validating the claim.

10.3 Order Not Delivered / Lost Shipment

If tracking shows the order as delivered but you have not received it:

1. Check whether someone at the delivery address received the parcel
2. Contact the carrier using the number provided in the tracking email
3. If it is not resolved with the carrier after 2 business days, contact STIVIKpro

STIVIKpro will open a formal claim with the carrier and will provide:

• Reshipment of the order (free of charge), or
• Full refund of the amount paid

The decision will be made after the carrier’s investigation (timeframe: 5–10 business days).