Shipping Information
At Haustierprodukte, we understand how important it is to receive your pet products promptly. Here’s everything you need to know about our shipping process:
Order Processing Time
All orders are processed within 1-2 business days (excluding weekends and holidays). You will receive a confirmation email with tracking information once your order has shipped.
Delivery Areas
We ship worldwide, with the exception of some Asian countries and remote areas. For specific country restrictions, please contact our customer service.
Returns & Exchanges
Your satisfaction is our priority. If you’re not completely happy with your purchase, we offer a straightforward returns and exchange policy.
Our Return Policy
- You have 15 days from the date of receipt to request a return or exchange
- Items must be in their original condition: unused, undamaged, and in original packaging
- All original tags and labels must be attached
- Original receipt or order confirmation must be included
Non-Returnable Items
For hygiene reasons, we cannot accept returns of:
- Opened or used flea and tick treatments for cats (Flohmittel und Zeckenschutz fĂŒr Katzen)
- Opened dog care products (Hundepflegeprodukte)
- Personalized items like engraved dog collars (HundehalsbÀnder mit Gravur)
Return Process
- Contact us within 15 days of receiving your order by emailing [email protected] or using our return request form
- Wait for instructions – We’ll email you with return address details
- Package items securely with original receipt included
- Ship the package to the provided address (we recommend using insured shipping)
- Wait for processing – We’ll notify you once we receive and inspect your return
Refunds
Once your return is received and inspected, we’ll send you an email confirmation. Your refund will be processed within 5-7 business days.
Refund methods:
- Credit card payments (Visa, MasterCard, JCB): Refunded to original card
- PayPal payments: Refunded to your PayPal account
Note: Processing time by your bank or payment provider may vary.
Exchanges
To exchange an item:
- Request an exchange in your return email
- Return the original item following our return process
- We’ll ship the replacement item once we receive the original
For exchanges due to our error (wrong item shipped), we cover shipping costs. Otherwise, you’re responsible for return shipping.
Damaged or Defective Items
If you receive a damaged or defective item, please contact us immediately at [email protected] with photos of the damaged item and packaging. We’ll arrange for replacement or refund.
Questions?
For any questions about our shipping or return policies, please contact us:
HaustierprodukteGotthardstrasse 83
79343 Chemnitz, Germany
Email: [email protected]