Shipping & Returns
At PetEmpathy, we want the experience of shopping with us to feel as caring as the products we send you. That starts with being honest and clear about how shipping and returns actually work, so there are no surprises along the way. Here is everything you need to know.
Shipping
Where we ship
We currently ship to customers across the European Union. All prices and shipping costs are shown in euros (EUR).
How our shipping works
We work with a small network of trusted partners to bring our hydration, comfort, grooming and everyday wellbeing products to your door. This means that some items are dispatched directly by these partners on our behalf, and occasionally they ship from abroad rather than from within your own country.
We are transparent about this because we believe you deserve to know exactly how your order reaches you. It allows us to offer a wider, carefully chosen range, while we stay involved every step of the way to make sure your pet gets what they need.
Estimated delivery time
Because of the way our shipping works, delivery usually takes a little longer than a typical local store, so we ask for a little patience.
- Typical delivery: 5–10 business days from the time your order is processed.
- Busy periods: during peak seasons, sales events or holidays, delivery can sometimes take longer than usual.
These are honest estimates rather than guarantees, and we will never promise next-day or express delivery. We would rather set realistic expectations than let you down.
Tracking your order
Once your order has been dispatched, we will send you tracking information by email wherever it is available, so you can follow your parcel on its journey. If tracking is delayed in updating, please give it a little time, as it can take a few days for the first scan to appear after dispatch.
Orders with more than one item
If your order contains several items, they may be sent from different partners and could therefore arrive separately and at different times. Please do not worry if one part of your order turns up before another, the rest is still on its way. If you have any concerns, we are always happy to help you check.
Shipping costs
Shipping costs are calculated at checkout, so you can see the exact amount before you confirm your order. The cost depends on your order and destination, and it will always be shown clearly before you pay. We want every price to be upfront and easy to understand.
Returns
Your 14-day right of withdrawal
As a customer in the EU, you have the right to withdraw from your purchase within 14 days of receiving your order, without needing to give a reason. We are glad to honour this, because we want you and your pet to feel completely comfortable with what you have bought.
How to start a return
Starting a return is simple. Just email us at bupesuesoehne@gmail.com with your order number and let us know which item or items you would like to return. We will reply with clear instructions on how and where to send your item back. Please wait for our confirmation before sending anything, so we can make sure your return is handled smoothly.
Condition of returned items
To be eligible for a return, items should be:
- In the same condition that you received them.
- Unused and clean, with any original packaging where possible.
- Returned within the agreed return window.
We understand that some products may need to be opened so you can take a proper look, and that is perfectly fine. We simply ask that items are kept in a resaleable condition where possible.
Refunds
Once your returned item reaches us and has been checked, we will process your refund to your original payment method. Refunds are typically completed within a reasonable timeframe after we have received and inspected your return, usually within about 14 days. The exact time it takes to appear in your account can vary depending on your bank or payment provider.
Damaged, faulty or wrong items
If something arrives damaged, faulty, or you have received the wrong item, we are truly sorry and we will put it right. Please contact us at bupesuesoehne@gmail.com as soon as you can, ideally with a short description and a photo of the issue. This helps us understand what happened and sort out a replacement or refund for you as quickly as possible.
Here to help
If you have any questions about your order, your delivery or a return, please do not hesitate to reach out. Caring for happy, healthy pets is at the heart of everything we do, and that care extends to looking after you too.