Frequently Asked Questions
Can I personalize the product?
Yes, many products can be personalized with a name, date, or small symbol. The options vary by model and are clearly indicated on the product pages. Do you have a special request? Let us know.
How are the products delivered?
We carefully package every product in sturdy packaging. This ensures your order arrives safely. Within the Netherlands, the average delivery time is 1 to 2 business days.
What if I'm not satisfied with my order?
We do our utmost to deliver every product with love and care. If you're not satisfied or something went wrong, please contact us as soon as possible. We always strive to find a suitable solution. Read our returns policy here.
What is your shipping policy?
Free shipping on all products. We strive to ship your order the same day, placed before 3:00 PM on weekdays, so you'll receive it quickly. This is the exception for personalized products, which take approximately 2 to 3 business days to process. We'll do our best to deliver your order as quickly as possible.
When can I expect my order?
Once we've shipped your package, you'll receive the track & trace information so you can follow your order. PostNL delivers almost all shipments within 1 to 2 business days, but unfortunately, a small percentage of shipments may take longer to deliver due to high demand. Unfortunately, we cannot guarantee delivery times.
Delivery delayed or marked as delivered but not yet received?
We understand how frustrating it is if your order is delayed or already marked as delivered by PostNL, even though you haven't received anything. In such cases, we always ask you to check with neighbors or locals first. Please keep in mind that ordering online always carries some risk regarding delivery times. We do our utmost to ship your order carefully and on time, but we are dependent on PostNL for this. According to PostNL's guidelines, we can only launch an official investigation after 5 business days. Fortunately, experience shows that PostNL almost always delivers correctly, even if it sometimes takes a little longer than expected. If the package still hasn't been found after 5 business days, we will initiate an investigation with PostNL. If this confirms that the package is indeed lost, we will, of course, provide a suitable solution.
Do you ship sustainably?
We consciously choose a sustainable approach. Our packages are shipped sustainably and we use recycled packaging materials whenever possible. This may sometimes mean a box with a dent or a less polished appearance, but it's a choice that's better for the planet. Because for us, love for animals goes hand in hand with caring for the world they inhabit.
We ship our packages with PostNL, a carrier actively working on sustainable logistics. Read more about PostNL's sustainability policy here.
