1. Order Fulfillment & Processing Timelines

All orders are fulfilled from our central warehouse hub in Schiedam, Netherlands. Standard fulfillment processing requires 1 to 2 business days (Monday through Friday, excluding Dutch public holidays).

• Daily Order Cut-Off: Orders placed before 15:00 CET are scheduled for fulfillment processing on the same business day.
• Peak Season Handling: During holiday promotions, seasonal demand surges, or special launches, processing times may extend up to 3 business days.
• Order Modifications: Address adjustments or item changes can only be requested within 2 hours of order placement before processing begins.

2. Product Protection & Specialized Packaging

Every pet item requires dedicated packaging standards to maintain cleanliness, hygiene, and physical integrity during global transit:

3. Regional Shipping Tiers & Delivery Estimates

We collaborate with trusted courier services—including PostNL, DHL Express, and FedEx—to deliver your packages safely across the Netherlands, Europe, and international destinations.

4. Order Tracking & Real-Time Notifications

Once your order is picked, packed, and scanned by our shipping carrier, an automated confirmation email containing your tracking number and tracking link will be sent to your registered address.

Please allow up to 24 hours for carrier status updates to register on the tracking portal after receiving your confirmation link. If your tracking code does not display scan events after 48 hours, please reach out to our support desk.

5. Customs Duties, Import Taxes, & VAT Disclosures

Shipments within the European Union: Orders delivered within EU member states include applicable Value Added Tax (VAT) at checkout and will not incur additional customs duties upon arrival.

International Shipments (Non-EU): Orders shipped outside the EU may be subject to local import taxes, customs duties, and customs brokerage fees determined by the destination country. These additional fees are the sole responsibility of the customer.

6. Undeliverable Packages & Address Verification

Customers are responsible for verifying that shipping addresses entered during checkout are complete and accurate. Please note our policies regarding delivery failures:

• Incorrect Address Submission: If a package is returned to our Netherlands warehouse due to an invalid or incomplete address supplied by the customer, original shipping charges are non-refundable. Re-shipping costs will apply to resend the package.
• Unclaimed Packages: If a parcel is held at a local postal collection office and goes unclaimed beyond the carrier's holding period, it will be returned to us. Returned items will be processed under our standard return policy minus applicable return freight fees.

7. Transit Damage, Loss, & Claims Protocol

We inspect every shipment prior to dispatch. However, in the rare event that your shipment arrives damaged or becomes lost in transit, please follow our claim protocol:

Damaged Goods Upon Delivery: Inspect your parcel immediately upon arrival. If the outer carton or contents show visible transit damage, please take photos of the packaging and items and contact us at [email protected] within 48 hours of delivery.

Lost Packages: If your tracking link shows "Delivered" but you have not received your parcel, please check with household members and immediate neighbors. If the package cannot be located, contact us within 14 days so we can open an official carrier investigation.

8. Corporate Logistics Contact Details

For shipping inquiries, delivery updates, or logistics assistance, please direct your communication to our customer support desk: