We're here to help
At PetEmpathy, everything we do comes back to one simple idea: happy, healthy pets. Whether you have a question about your order, our products, or how to care for them, we want the answer to be easy to find and easy to trust. Below are the questions our customers ask most often. If yours isn't here, we'd genuinely love to hear from you.
How long does shipping take?
We want to be honest with you: PetEmpathy works with a small network of trusted partners, and some items ship directly from these partners, sometimes from abroad. Because of this, delivery usually takes 5–10 business days depending on the product and where it's coming from.
We know that's a little longer than next-day delivery, and we appreciate your patience. In return, we promise to keep you informed every step of the way, and you'll always receive tracking so you can follow your order's journey to your door.
How do I track my order?
As soon as your order is on its way, we'll send you a confirmation email with your tracking details. Just follow the link to see the latest status and estimated delivery.
- Please allow a little time after dispatch for the first tracking scan to appear.
- If your order contains more than one item, parts of it may ship separately and arrive on different days, each with its own tracking.
- If your tracking hasn't updated after a few days, simply reach out and we'll happily check on it for you.
What is your returns and refunds policy?
We want you and your pet to be genuinely happy with every purchase. As an EU store, we honour your 14-day right of withdrawal: you may return eligible items within 14 days of receiving your order, for any reason.
- Items should be unused and in their original condition and packaging where possible.
- Once we receive your return and have checked it, we'll process your refund to your original payment method.
- For hygiene reasons, some items may not be eligible for return once opened or used. If you're unsure, just ask before sending anything back.
To start a return, email us and we'll guide you through the simple steps.
Which payment methods do you accept?
Our store is in euros (EUR), and we offer a range of secure, widely used payment options at checkout, including major credit and debit cards. The full list of methods available to you will be shown during checkout, so you can choose whatever is most convenient.
Can I change or cancel my order?
We completely understand that plans change. If you need to update or cancel your order, please contact us as soon as possible. We'll always do our best to help.
- If your order hasn't been processed or dispatched yet, we can usually make changes or cancel it for you.
- Once an order has been sent to our partners or shipped, we may not be able to stop it, but you can still use your 14-day right of withdrawal once it arrives.
The sooner you reach out, the more we can do, so please don't hesitate to get in touch.
How do I care for and clean my PetEmpathy products?
A little regular care keeps your pet's favourite items fresh, safe, and lasting longer. While care can vary by product, here are some gentle general tips:
- Rinse and wipe regularly: for bowls, fountains, and feeding items, fresh water and a quick clean help keep things hygienic.
- Use mild, pet-safe cleaning: avoid harsh chemicals or strong fragrances that pets may find off-putting.
- Dry before reuse: letting items dry fully helps prevent build-up and keeps them in good shape.
- Check any included instructions: some products have specific care guidance, so it's always worth a quick look.
If you'd like advice on a particular item, we're happy to help.
Do pets really drink more from a fountain?
Many pet owners find that their cats and dogs are drawn to fresh, moving water, and that they tend to drink more readily from a fountain than from a still bowl. Pets often instinctively prefer flowing water, and having an inviting source nearby can gently encourage them to stay hydrated throughout the day.
Every pet is an individual, so results vary, and a fountain isn't a substitute for veterinary advice if you're ever worried about your pet's drinking habits. But supporting good hydration is at the heart of what we do, and a fountain can be a lovely, low-effort way to help.
Do you ship within the EU?
Yes, we ship across the EU. As mentioned above, some items travel from our partners and occasionally from abroad, so delivery times can vary by destination and product, typically within that 1 to 3 week window. You'll always be kept in the loop with tracking.
Why do some orders ship separately or from different places?
We believe in being open about how we work. PetEmpathy partners with trusted suppliers who help us offer a thoughtful range of products without holding huge amounts of stock. This means an order with several items may be fulfilled by different partners and arrive in more than one delivery, sometimes on different days.
It's nothing to worry about, each part will have its own tracking, and if anything seems missing, we're only an email away.
How do I contact you?
We love hearing from fellow pet lovers, whether it's a question, a concern, or a photo of your happy companion. The best way to reach us is by email:
- Email: bupesuesoehne@gmail.com
We aim to reply as quickly as we can, and we'll always treat you and your pet with the care and empathy our name stands for. Thank you for being part of the PetEmpathy family.