Frequently Asked Questions
Welcome to the PetEmpathy help centre. Below you will find honest answers to the questions our customers ask most often, covering shipping, returns, payments, product care and a few practical tips for keeping your pet happily hydrated. If your question is not answered here, please reach out to us directly using the contact details at the bottom of this page.
Shipping & Delivery
Where do you ship from and how long does delivery take?
We are a Germany-based brand and ship across the EU. Once your order has been processed, you can typically expect delivery within 2 to 5 business days for domestic German orders and 4 to 9 business days for other EU destinations. Please note that these are estimates and not guaranteed delivery dates, as transit times depend on the carrier and your location.
Orders are usually dispatched within 1 to 2 business days. Orders placed on weekends or public holidays are processed on the next business day.
How do I track my order?
As soon as your parcel leaves our warehouse, we will send you a shipping confirmation email containing your tracking number and a link to follow your delivery. If you created an account at checkout, you can also view your order status by logging in. If you have not received tracking information within a few business days of ordering, please check your spam folder first, then contact us.
How much does shipping cost?
Shipping costs are calculated at checkout based on your destination and the size of your order. The exact amount is always shown to you before you confirm and pay, so there are no surprises.
Returns & Refunds
What is your return policy?
In line with EU consumer law, you have the right to cancel your order and return it within 14 days of receiving your goods, for any reason. To be eligible, items should be returned in their original condition and, where possible, original packaging. For hygiene reasons, please only return used items if they are clean.
To start a return, contact us with your order number and we will guide you through the process. Please note that, unless an item is faulty, you are responsible for the cost of return shipping.
When will I receive my refund?
Once we have received and inspected your returned item, we will process your refund to your original payment method. Refunds are typically issued within 14 days, though the time it takes to appear on your statement depends on your bank or payment provider.
What if my item arrives damaged or faulty?
We are sorry if something is not right. If your order arrives damaged, faulty or incorrect, please contact us within a reasonable time with your order number and a photo of the issue. We will arrange a replacement or refund in accordance with your statutory rights, and you will not be charged for return shipping in these cases.
Payment
Which payment methods do you accept?
We accept a range of secure payment methods so you can pay in the way that suits you best. The full list of available options is shown at checkout and may include:
- Major credit and debit cards (such as Visa and Mastercard)
- PayPal
- Apple Pay and Google Pay
- Other local payment options depending on your country
All prices are displayed in euros (EUR), and your payment is processed securely. We never see or store your full card details.
Changing or Cancelling an Order
Can I change or cancel my order after placing it?
We aim to process orders quickly, so the window for changes is short. If you need to update your shipping address, swap an item or cancel, please contact us as soon as possible after ordering. If your order has not yet been dispatched, we will do our best to accommodate the change. Once an order has shipped, we are unable to amend it, but you can still use your 14-day right of return.
Product Care & Cleaning
How do I clean and care for my pet fountain?
Regular cleaning keeps your fountain running smoothly and the water fresh for your pet. We recommend the following routine:
- Rinse the bowl and refill with fresh water every 1 to 2 days.
- Give the fountain a thorough clean roughly once a week: disassemble it, wash the parts with mild soap and warm water, and rinse well.
- Clean the pump every couple of weeks by removing it and clearing away any buildup, using a small brush for the openings.
- Replace the filter regularly. As a general guide, filters last around 2 to 4 weeks depending on use, the number of pets and your local water quality. Our replacement filters are available in the Hydration collection.
Always check that the pump is fully submerged before switching it on, and never run it dry.
How should I care for cooling mats, slow feeders and other items?
Most of our cooling mats are designed to be wiped clean with a damp cloth rather than machine washed, so they keep their cooling properties. Slow feeders, travel bowls and snuffle mats can usually be hand washed with mild soap and air dried. Please always follow the specific care instructions included with your product, as materials vary across our range.
Hydration Tips
How can I encourage my pet to drink more water?
Good hydration supports your pet's overall wellbeing, especially in warm weather. A few simple habits can help:
- Keep water fresh and clean by refreshing it daily.
- Offer water in more than one location around your home.
- Place bowls or fountains away from the litter tray or feeding area, as some pets dislike drinking close to either.
- Consider a pet fountain, as moving water is naturally appealing to many cats and dogs.
- When travelling, bring a portable bottle or bowl so water is always within reach.
If you notice a sudden change in how much your pet drinks, eats or behaves, please consult your veterinarian. Our products support healthy habits but are not a substitute for professional veterinary advice.
Do cats and dogs really drink more from a fountain?
Many pet owners find that their animals are drawn to running water, and a fountain can make drinking more inviting by keeping the water moving, cool and filtered. Cats in particular often prefer fresh, flowing water over a still bowl. That said, every pet is an individual: some take to a fountain immediately, while others need a little time to get used to the sound and movement. We encourage you to introduce it gradually and keep a familiar bowl available during the transition. A fountain is a helpful tool for encouraging hydration, but it cannot force a pet to drink, and results vary from animal to animal.
Contact Us
How can I get in touch?
We are always happy to help. If you have a question about a product, an order or anything else, please reach out and we will reply as soon as we can, usually within a couple of business days.
- Visit our website at petempathy.com and use the contact form.
- When contacting us about an existing order, please include your order number so we can assist you faster.
Thank you for choosing PetEmpathy and for caring so well for your pet.