Shipping Policy – Fenric

In accordance with the Consumer Protection Code

1. General Provisions

Fenric ships products purchased on www.fenric.com.br through contracted carriers and/or Correios (Brazilian Post Office).
In accordance with the CDC, we guarantee transparency, consumer support, and an appropriate solution for any transport-related issue.

Official support channel: contato@fenric.com.br
(use this email for tracking, re-shipping, complaints, and refund requests)

2. Provision of Tracking Code

The tracking code will be sent to the registered email within 7 business days after:

• payment confirmation;
• internal order processing.

During periods of high demand, promotions, or special logistical operations, there may be variations — the consumer will be informed in case of delay, as determined by the CDC.

3. How to Track Your Order

Tracking can be done:

• through the My Orders area on the website;
• via the link sent to your email;
• directly on the carrier's website, when applicable.

Status updates are provided exclusively by the carrier.
Fenric forwards all received information to the consumer.

4. Delivery Times

Standard estimated time: 5 to 15 business days, varying according to:

• logistics method;
• delivery region;
• carrier capacity.

International orders may require customs clearance process, potentially extending the deadline by up to an additional 15 business days.

Consumer Rights in Case of Delays

If the total period exceeds 30 business days, the customer may choose between:

(a) free re-shipment of the order (when possible), or
(b) full refund of the amount paid.

Request must be made to official support.

5. Loss, Damage, or Incorrect Delivery

In case of loss, damage, or delivery irregularity:

• the consumer must open a request within 7 business days after the estimated delivery date or after discovering the problem;
• send photos (in case of damage), invoice, and other requested proofs.

After analysis, Fenric will offer solutions provided by the CDC:

• free re-shipment;
• repair/replacement (when applicable);
• full refund.

Fenric will provide an initial response within 7 business days after the complaint is opened.

6. Customs Fees and Clearance

When customs taxation occurs:

• if the seller is responsible, Fenric will cover or reimburse the fees;
• the client will be informed in advance of the applicable policy.

We do not pass on undue charges to the consumer.

7. Incorrect Data, Irregular CPF, or Delivery Impossibility

If the carrier returns the order due to:

• incorrect/incomplete address;
• invalid CPF;
• recurring absence of recipient;

Fenric will contact you to define:

• re-shipment upon data correction (a new shipping fee may apply, unless it is the store's error);
• full refund after the merchandise is returned to the sender.

If the error is not attributable to the consumer, Fenric assumes all costs, in accordance with the CDC.

8. Customer Collaboration

To avoid delays, the consumer must provide:

• documents requested for customs clearance;
• proofs;
• additional information (CPF, address, etc.).

Responses must occur within 72 hours, as delays can impact shipping and customs clearance.

9. Responsibility of Fenric and Carriers

Delivery is carried out by logistics partners; however, Fenric:

• monitors all occurrences;
• mediates contact with the carrier;
• provides consumer support until final resolution.

Tracking information depends exclusively on the logistics operator.

10. Procedure for Requests (Reshipment, Refund, Complaint)

The consumer must send an email to contato@fenric.com.br containing:

• order number;
• tracking code (if any);
• CPF used for the purchase;
• objective description of the problem;
• photos, if there is damage.

Deadlines:

• confirmation of claim opening: within 24 business hours;
• initial response regarding the occurrence: within 7 business days.

11. Final Observations

• Deadlines may vary during promotional periods and high-volume dates.
• Always check the individual deadline on the product page.
• For urgent inquiries, use contato@fenric.com.br.