Frequently Asked Questions - FAQ

If you live in Europe, the shipping cost is calculated automatically on the website. Each box can hold up to 4 adult wild discus or 1 pack of 10 F1.

Yes, we do. For shipping costs, contact elaise@santaremdiscus.net.

For the United States: lapazaquatics@gmail.com

In Europe, the shipping cost is also calculated automatically on the website.

If your region does not appear for shipping, contact us with your postal code at elaise@santaremdiscus.net or +351 966 013 421, by WhatsApp only (we do not take phone calls).

Always on Tuesdays, Wednesdays and/or Thursdays. Choose the date that suits you best.

We will contact you the day before the agreed delivery date, with the shipping details and the water parameters used during transport.

Advice from the Santarém Discus team:

First (Light): The light should be switched off whenever the fish are being acclimatised, and kept off for two or three days if possible. After about 12 hours in total darkness inside the shipping box, a sudden excess of light causes extreme stress to the fish.

Second (Temperature and Parameters): When acclimatising a fish, you should pay attention to two aspects: temperature and parameters. If the temperature difference is greater than eight degrees, in most cases the result is fatal. When it is not fatal, it causes short-term problems. Anything above six degrees is already dangerous — ideally the variation should not exceed four degrees, for a safe acclimatisation. As for parameters, fish get used to gradual changes, so care should be taken with sudden changes. It is important to bear in mind that pH is a logarithmic scale: the difference between 6 and 7 is not 1, but 10, and from 6 to 8 it is not 2, but 100. Sudden changes can cause the fish to die — ideally the water should have parameters as close as possible, and the fish should be acclimatised slowly.

Third (Feeding): On the second or third day, you can start feeding the discus in minimal amounts. If you notice that they are not looking for food, try again the next day.

Contact us immediately at elaise@santaremdiscus.net if the problem is a lost or delayed order. If the box arrives damaged, take photos and videos while you open the packaging, so that we can help. If there are problems with the fish, send us photos and videos. Our priority is to act immediately to save the fish and minimise any possible trauma.

Yes, all wild discus from Santarém Discus Plus go through quarantine.

Under its Customer Satisfaction Policy, and in accordance with the applicable legal terms, Santarém Discus Plus allows the exchange or return (withdrawal from the contract) of items within 14 days of receipt by the Customer, without any penalty and without the need to give a reason.

To do so, the Customer must notify customer support in writing, by email or letter. The items must be returned within 14 days of receipt, accompanied by the original invoice (Article 6 of Decree-Law No. 143/2001 of 26 April, as amended by Decree-Law No. 82/2008 of 20 May).

Exchanges and returns must meet the following conditions:

• Items must be returned in good condition, with the complete original packaging and accompanied by the corresponding invoice;
• CDs, DVDs and software in original sealed cellophane, with the IGAC seal intact;
• Exchanges or returns of batteries are not accepted, except in the case of non-conformity;
• Telephone support, maintenance or other services contracted by Customers are not refundable;
• Exchanges of items personalised according to the customer's specifications are not accepted;
• After contacting customer support and receiving instructions on how to return the item, you must send it properly packed, in its original packaging, to the address we indicate.

All items will be checked on arrival at our service centre, and only those that meet the stated conditions will be accepted for exchange or return.

If you choose to return the item, please note that:

• The refund will be made through the same payment method or as a shopping voucher, according to the customer's preference. In the case of payment by bank transfer, we ask you to provide your NIB (Portuguese bank account number) to speed up the refund;
• The shipping costs to our address are the customer's responsibility;
• Returns will only be processed after a careful check of the condition of the product;
• Santarém Discus Plus reserves the right not to accept items that do not meet these conditions.

Consumer Goods Warranty and After-Sales Support under Decree-Law No. 67/2003 of 8 April, as amended by Decree-Law No. 84/2008 of 21 May.

If the product you purchased has a defect or malfunction, you must notify customer support, describing the problem.

In all cases, the cost of returning or collecting the item and sending it back after repair, whether within or outside the warranty period, is the customer's responsibility, and the customer must pay by bank transfer to the NIB indicated on the payment form.

After the item is received at our premises, a technical inspection will be carried out; if signs of misuse and/or any problem that may have caused the fault are detected (for example, a fall, moisture, etc.), we will contact you to ask whether you would like us to repair the equipment and send it to the brand's technical service centre.

For items outside the warranty period, Santarém Discus Plus also provides technical assistance — you can let us know and send the defective or faulty items to customer support. The items will be analysed by the After-Sales Service, which will issue a technical opinion and the corresponding repair quote. Repairs will only begin after the customer accepts the quote.