Shipping Information
At Katten En Honden Verkoop Winkel, we strive to deliver your pet products quickly and safely to your doorstep. Here’s what you need to know about our shipping process:
Shipping Methods
- Standard Shipping:
- Carrier: DHL or FedEx
- Cost: €12.95
- Delivery Time: 10-15 business days after dispatch
- Free Shipping:
- Carrier: EMS
- Available for orders over €50
- Delivery Time: 15-25 business days after dispatch
Order Processing Time
All orders are processed within 1-2 business days (Monday-Friday, excluding holidays). You will receive a shipping confirmation email with tracking information once your order has been dispatched.
Shipping Areas
We ship worldwide, with the exception of some Asian countries and remote areas. If you’re unsure whether we ship to your location, please contact us at [email protected] before placing your order.
Returns & Exchanges
We want you and your pet to be completely satisfied with your purchase. If for any reason you’re not happy, we offer a simple return and exchange policy.
Our Return Policy
You have 15 days from the date of receipt to request a return or exchange. The product must be:
- In its original condition
- Unused
- With all original packaging and labels
Important Conditions:
- Products must be returned in original packaging and undamaged condition
- Return shipping costs are the customer’s responsibility, unless the product arrived defective or damaged
- Refund amount will be credited after inspection of the returned product
Return Process in 4 Simple Steps
Step 1: Submit Your Return Request
Email us at [email protected] with the following information:
Subject: Return Request – [Order Number]
Body:
Dear Customer Service,
I would like to request a return for my order #[order number].
Product name: [Product name]
Reason for return: [Briefly describe the reason – e.g., wrong size, product defect, not as described, etc.]
Preference: [Refund or exchange]
I confirm that the product is in its original condition with all packaging and labels.
Best regards,
[Your full name]
[Your email address]
[Your phone number]
Step 2: Wait for Approval
Our team will review your request within 2 business days and send you return approval with further instructions.
Step 3: Ship the Product Back
After approval, you’ll receive a return label and shipping instructions. Carefully package the product in its original packaging and include all accompanying documents.
Return Address:
Katten En Honden Verkoop Winkel
1968 De Linge
Dronten, NL 8253PJ
Step 4: Receive Your Refund or Replacement
Once we receive and inspect your return, we’ll process your refund or ship the replacement product.
Refund Details
After receiving and inspecting your return, we will process your refund within 5-7 business days. The refund will be issued to your original payment method:
- Credit card payments (Visa/MasterCard/JCB): 5-7 business days, depending on your bank
- PayPal: 3-5 business days
Note: Shipping costs will only be refunded if the return is due to our error (wrong or defective product).
Exchanges
If you want to exchange a product, please clearly state this in your return request. Once we receive your return, we’ll ship the new product according to your preference. Any price differences will be adjusted.
Non-Returnable Products
For hygiene reasons, the following products cannot be returned:
- Dental care products (toothbrushes, toothpaste, etc.)
- Brushes for dogs and cats
- Collars, leashes & harnesses that have been used
- All products from the Health category (medicines, supplements)
Exceptions: Will be made for defective or damaged products.
Defective or Damaged Products
If your product arrived defective or damaged, please contact us within 48 hours of receipt at [email protected]. Include photos of the product and packaging with your email. We will arrange for a free replacement or refund.
Questions?
For questions about our shipping or return policy, please contact our customer service:
- Email: [email protected]
- Phone: [Phone number]
- Business Hours: Monday-Friday, 9:00 AM – 5:00 PM
We appreciate your trust in Katten En Honden Verkoop Winkel and strive to make every shopping experience as smooth as possible for you and your pet.