Delivery and Returns
Delivery in Germany is FREE.
We use DPD and you will receive an e-mail confirmation when your parcel has been dispatched.
Standard delivery inside the EU is FREE for purchases over Euro 50.00. For other orders, Euro 9.90 shipping cost will apply.
Standard delivery for the rest of the world is Euro 20.00. Please notice that a minimum order value of Euro 50.00 is required.
International Delivery Charges differ for Retail shop owners. Please contact us for delivery charges.
We use DPD for standard deliveries internationally.
While we dispatch your order within 24 hours (subject to availability), the average shipping time is 10 - 14 days depending on the country you live in.
In your e-mail confirmation you will find the tracking number of your parcel so you can track and trace it anytime.
Customs and Import Charges
Depending on the country you live in, custom or import duties may arise. These charges have to be paid by the recipient of the parcel.
Please contact your local customs for these charges, so you are not surprised by charges you were not expecting.
Your delivery address can be different from your billing address. So if it is more convenient to deliver to your work address or neighbor, not a problem. But we can not deliver to PO boxes for security reasons.
You will receive an e-mail to let you know that we received your order and you will receive another confirmation, once the order is dispatched. This will also provide you the information to track the parcel.
Incorrect or faulty item in the parcel
Customer satisfaction is our highest goal. If we happen to make a mistake, please contact our customer service straight away to resolve any issue.
Please have the following information ready so we can look into it:
- Order number
- The item you meant to receive
- The item you received incorrectly or the item that is faulty
- A description of the fault
We will advise you how to proceed with the return.
If for some reason you are not satisfied with your purchase, you can return the item(s) to us in their original condition within 14 days of receipt.
Please understand that we only accept pre-paid parcels for returns and the item(s) have to be in original and undamaged condition.
It is important that we know the order number the return relates to and whether you want to have an exchange or a refund.
The item is your responsibility until it reaches us. It is safest if you use a courier where you can track the parcel. We can not be responsible for any lost parcels.
You will receive the refund through the same payment method with which the purchase was made.
If you need a different size or design, please return the unsuitable item for a refund and place a new order.
Items should be returned in their original packaging, with any received documents enclosed and a statement whether you would like a refund or exchange.
Logistik Service Nord e.K
c/o Max & Molly Urban Pets
Langberger Weg 14