FREE SHIPPING IN PENINSULA AND BALEARIC ISLANDS FROM 50€.
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Help and FAQs

My Account

What is My Account and what can I do?

At My Account you will find all the information regarding your profile within Canthynnus as well as your orders, your active subscriptions, payment methods and your shipping address. You will be able to edit your data or change your preferences whenever you want.

I have lost my password, how can I recover it?

To recover your password, click here. Enter your username or email address. You will receive an email with a link to create a new password. Don't forget to also check your SPAM account just in case.

Orders

Where do you ship to?

At this moment we ship our products to mainland Spain and Balearic Islands only. We do not ship to the Canary Islands or the Autonomous Cities of Ceuta and Melilla, we hope to do so soon. We also hope to be able to ship our preserves abroad in the future.

The purchase of products on Canthynnus is subject to payment of shipping costs by the Customer unless the amount of the purchase exceeds the minimum amount defined in the General Conditions of Purchase. In the case of subscriptions, shipping costs are always free of charge.

Shipping costs will depend on the destination and weight of the products purchased. Shipping costs will be detailed throughout the purchase process and you will be able to review the costs before finalizing the purchase.

How can I see the history of my orders?

To view your orders, go to the Orders section in My Account. Your orders will be sorted by date of purchase and you will be able to check their status and review their contents.

How can I know the status of my order?

Accessing to My Account. Once inside, you will be able to easily see the status of your order. Your order will be in one of the following stages:

  • Pending payment: We have not received your payment and therefore the order is not being processed.
  • Processing: We have received your payment successfully and are preparing your order.
  • On hold: We are processing your order. We will send you an email as soon as it leaves our facilities.
  • Completed: The order has been shipped and is en route to its destination.
  • Canceled: The order has been canceled and the transaction has not been completed.
  • Failed: Something went wrong with your order and it has not been processed.
  • Refunded: Your money will be refunded with the same payment method you used.

What is the delivery time of my order?

We will do everything in our power so that you can enjoy your canned goods as soon as possible. Our intention is to make your orders arrive within 24 to 72 hours (in working days) if you are in the Peninsula. In the case of the Balearic Islands, the order could be received within 48 to 72 hours (in working days).

Purchases made after 1:00 p.m. will be processed the next business day.

Canthynnus cannot be held responsible for delays in the delivery of orders due to causes not directly attributable to our activity or to acts of God or force majeure. We apologize for this.

For further details please refer to the Order Delivery section of the General Conditions of Purchase.

How can I track my order?

You will receive regular email communications once we have processed and shipped your order.

What are the shipping costs?

For more details, please refer to the Prices and Shipping Costs section in the General Conditions of Purchase.

My order should have arrived but I haven't received it yet, what can I do?

Log in to My Account and check the status of your order. In addition, you should have a link to the tracking of your order from the shipping company. Check the status of your order and make sure there are no incidents.

Also check your confirmation email to make sure you have not entered an error in the shipping address or in your order confirmation. Your zip code is a crucial part of your address. Be sure to enter it correctly.

You can always contact us through our Contact section. We will help you and we will try to solve the incident as soon as possible.

I received a wrong or damaged order, what can I do?

We are sorry if your product arrived damaged. To resolve it as soon as possible, please send us an email through Contact Us within (2) business days of receipt of your shipment with photos of your damaged product, your order number and any other details you have about the order that you think may be helpful to us.

We will get to work on finding a solution and contact you as soon as possible.

For more details, please refer to the Cancellations and Returns section in the General Conditions of Purchase.

Subscriptions

What is a subscription?

At Canthynnus you can buy individual products or subscribe to our service. Canthynnus is based on a subscription model based on the Discovery e-CommerceIn other words, by subscribing you will receive every month a package with canned fish and seafood that will always be a surprise for you. Every month we choose FOUR cans with you in mind. Adapted to the changing sea, but guided by the intuition of what will surprise you. Dare to discover new and surprising flavors or enjoy the classics from the best national producers without leaving your home.

What are the existing subscription levels?

At Canthynnus we offer you the possibility of subscribing for 3, 6, 9 or 12 months.

The subscription starts on the day of the purchase confirmation and is valid for the chosen subscription period. However, you will receive the first box depending on the date you place your order. The renewal of the subscription, regardless of its duration, is automatic, unless you proceed to cancel it by accessing the Subscriptions section in My Account. Renewal will be made by the payment method indicated and authorized by the user at the time of the initial subscription.

Can I see the status of my subscription?

To check the status of your subscription go to the Subscriptions section of My Account.

Your subscription may appear in one of the following states:

  • Activate: you will receive your Canthynnus preserves on a monthly basis.
  • Canceled: your monthly subscription is cancelled and you will not receive it again.
  • Pending Cancellation: during the next month you will receive your last subscription box. Once you have received it, your subscription will be cancelled.

What is the cancellation policy?

There is no cost to cancel your subscription. We wouldn't want you to leave us, but in case you want to cancel your subscription, go to the Subscriptions section in My Account, and click the "Cancel" button on the subscription you want to cancel. 

Canthynnus also reserves the right to terminate your subscription at any time. You will be notified in advance of such termination by email. 

For more details, please refer to the Purchase Process section of the General Conditions of Purchase.

Payments

What payment methods are accepted?

Payment methods are credit/debit cards (VISA, MASTERCARD and AMERICAN EXPRESS). All our payment methods are secure. Credit/debit cards are securely managed by Stripe and are encrypted with SSL (Secure Sockets Layer), a global security standard that allows the transfer of encrypted data between a browser and a web server. 

Is it safe to use a credit card?

All purchases you make on our website are 100% secure. All your data is protected and encrypted by Stripe. At Canthynnus we will never store your credit/debit card details.

For more details, please refer to the Payment Methods section in the General Conditions of Purchase.

Returns

What is your return policy?

In general, returns of individual products or subscriptions will not be accepted once their original packaging has been broken and part of the products have been consumed. Cancellations and/or returns will only be accepted under the following terms.

  • Cancellation

You may cancel your order and request a full refund if it has not yet been shipped. To do this, you must contact us as soon as possible from our Contact section or send us an email to clientes@canthynnus.com providing your details, the order number and the reason for cancellation.

  • Return

Our product selection and shipment preparation processes are very strict and we guarantee that all products, which have various seals, are shipped without defects. Please check carefully that the seals that close your package have not been modified or damaged.

Returns of packaged products will not be accepted when they have been opened and/or manipulated and do not retain the original packaging. You must send us an email to clientes@canthynnus.com or fill out the form in our Contact section with the reason for the return.

Returns will only be accepted for orders with evidence of having been damaged in transit and any complaints must be made at the time of receipt of the order.

If the product arrives in poor condition, Canthynnus will assume the shipping costs generated by the return, provided that the products are in their original packaging and have not been consumed in whole or in part. To manage the claim, you must contact us within 24 hours after receiving the order and contact us, indicating your name, order number and explaining in detail what happened.

For more details, please refer to the Cancellations and Returns section in the General Conditions of Purchase.