DHL Express worldwide shipping. Made & delivered from the EU. 🇪🇺
Shipping & Returns
1. Shipping Overview
We ship our products worldwide everyday. We care greatly about your customer satisfaction and believe that great shipping is part of what makes a brand good. That is why we are working with DHL Express on all international shipments.
2. When will my order ship?
Generally, if your order is placed before 3 pm EEST (GMT + 3h.), it will leave on the same day. We check every shipment manually before we send it out, so it may happen that we send a shipment a day after your order.
3. How long will it take to get my order?
Please keep in mind that delivery times can vary depending on your location. From 2-8 days for countries in the EU and up to 20 days for countries with long distances and remote areas (say you are ordering a collar for your doggo on a ranch in New Zealand). Delivery delays can result from factors, such as weather incidents, customs or backlogs. In case your international shipment has not arrived within 10 days after the expected delivery time, please contact us at firstname.lastname@example.org.
4. Shipping costs
In order to get shipping costs, please add your chosen item in the shopping cart on our website and proceed to the checkout. Fill out your name & address and our checkout will automatically calculate your price.
5. Taxes & duties
Import duties, taxes and charges are not included in the item price or shipping charges. Please check with your country's customs office to determine what these additional costs will be prior to buying. These charges are normally collected by the delivering freight (shipping) company or when you pick the item up - do not confuse them for additional shipping charges.
6. How do I track my order?
When placing an order, you will receive automated email notifications about the details of the shipment. Please check your spam folder or contact us if you haven't received tracking for your shipment.
7. Can I edit/change my order?
Until dispatching your order, it is possible to make a change. Get in touch with us as soon as possible at email@example.com, and we’ll do our best to assist with your request.
Cancellations after dispatch are not possible.
8. What happens if I’m not at home to accept my order?
Your order will be delivered by your local DHL service. If you are not present when the delivery is attempted, your parcel will either be safely dropped off (i.e. left in a safe location), or you will receive information from DHL on how to collect your package.
9. What happens if my package is damaged?
If your order arrives damaged, please contact us immediately! Please keep the original packaging and if possible, provide us with pictures of the damage to the packaging and/or the product(s). Drop us an email at firstname.lastname@example.org.
10. Returns overview
If your purchase is not exactly what you are looking for, you can return your order within 14 days of receiving it. After choosing to make a return, we can help you with exchanging your purchase for something else, or you can ask for a refund. Either way, get in touch with us at email@example.com.
11. Returns procedure
To successfully return a product, please follow these steps:
- Make sure that the product us unused and has the original packaging and tag.
- Get in touch with us at firstname.lastname@example.org and specify your order number/invoice number, as well as the reason for returning your order and whether you want a refund or an exchange.
- You will receive additional instructions, including our returns address.
- Send us your items. We can arrange a DHL Express pickup.
12. Refunds & exchanges
After we receive your return, we will inspect the item for any wear and tear or damage. Once the inspection is completed and the returned product is undamaged, we will proceed with sending your exchange item or remitting your refund. Please note that it may take between 5-10 business days for the refund to reach your bank account.
Shipping costs are not refunded.
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Got any questions? Drop us an email at email@example.com.