FAQs
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What payment methods do you accept?
We accept PayPal, credit/debit card (Visa, Mastercard) via Stripe, and Klarna, where available in your country. All payments are processed securely at checkout.
Is my payment information secure?
Yes. All payments are encrypted and processed through certified payment providers (PayPal, Stripe, Klarna). We do not store your full card details on our servers.
Can I change or cancel my order after placing it?
If you need to change or cancel your order, please contact us at [email] as soon as possible. Since orders are often processed quickly by our supplier, we can only guarantee changes if you reach out within [X hours] of placing your order.
Do I need an account to place an order?
No, you can check out as a guest. Creating an account is optional, but it lets you track orders and save your details for faster checkout next time.
I didn't receive an order confirmation email — what should I do?
Please check your spam/junk folder first. If you still can't find it, contact us at [email] with your name and approximate order time, and we'll resend it.
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How long does delivery take?
Delivery typically takes [X–Y] business days within Germany, as some products ship directly from our supplier's warehouse. Exact delivery estimates are shown on each product page.
Do you ship to all of Germany, Austria and Switzerland?
We currently ship to [Germany / list additional countries]. If your country isn't listed at checkout, we don't yet deliver there.
Why does delivery take longer than other stores?
We work with trusted suppliers to bring you quality pet products at fair prices, which sometimes means slightly longer shipping times than large local retailers. We provide tracking on every order so you always know where your package is.
How can I track my order?
Once your order ships, you'll receive a tracking number by email. You can use this to follow your package's progress with the shipping carrier.
Will I have to pay customs or import fees?
For orders up to €150, import VAT is collected at checkout (via the IOSS scheme), so you won't pay anything extra on delivery. For orders over €150, additional customs duties may apply and would be payable by you on delivery.
What happens if my order is delayed or lost?
If your order hasn't arrived within the estimated delivery window, contact us at [email] with your order number and we'll investigate with our shipping partner and find a solution.
Do you offer express or faster shipping?
We currently only offer standard shipping. [Change this answer if you enable an express shipping rate at checkout.]
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What is your return policy?
You have the right to return most items within 14 days of receipt, without giving a reason, under our Withdrawal Policy. Some items (e.g. sealed hygiene products, perishables, or personalized items) are excluded — see our Withdrawal Policy for the full list.
How do I start a return?
Email us at [email] with your order number and the item you'd like to return, within 14 days of receiving it. We'll confirm your return and provide the correct return address and instructions.
Who pays for return shipping?
For change-of-mind returns, you're responsible for return shipping costs. For damaged, defective, or incorrect items, we cover the return shipping cost.
My item arrived damaged or defective — what should I do?
Contact us at [email] within 48 hours of delivery with your order number and photos of the damage or defect. We'll arrange a replacement or full refund, including return shipping, at no cost to you.
How long does a refund take?
Refunds are issued within 14 days of us receiving your returned item, to your original payment method. You'll receive an email confirmation once processed.
Can I exchange an item instead of returning it?
We currently don't offer direct exchanges. Please return the item for a refund and place a new order for the item you'd prefer. [Change this answer if you decide to offer exchanges.]
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Are your products safe for my pet?
Yes — all our products are selected for pet safety and comply with applicable EU product safety standards. If a product includes specific safety guidance, it will be noted on the product page. [Adjust this answer to match your actual sourcing and certification.]
How do I choose the right size for my pet?
Each product page includes a size guide based on your pet's weight, breed, or measurements. If you're unsure, contact us at [email] with your pet's details and we'll help you choose.
What materials are your products made from?
Materials vary by product and are listed in each product's description. If you have specific material or allergy concerns, please check the product page or contact us before ordering.
Do you offer a warranty on products?
Statutory warranty rights apply to all products under German and EU consumer law. If a product arrives faulty or develops a defect, contact us at [email] and we'll arrange a repair, replacement, or refund as appropriate.
How should I care for or clean this product?
Care instructions vary by product and are included on the relevant product page where applicable. If you can't find care instructions for an item you've purchased, contact us at [email].
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How is my personal data used?
We only use your personal data to process your order, provide customer support, and — with your consent — send marketing communications. Full details are in our Privacy Policy.
How can I unsubscribe from marketing emails?
Click the "unsubscribe" link at the bottom of any marketing email, or manage your preferences via the Marketing Preferences link in our footer.
How do I delete my account or data?
Contact us at [email] with your request, and we will delete your personal data in accordance with our Privacy Policy, subject to any legal retention requirements (e.g. tax and invoice records).
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Where is Pet Lovings based, and where do products ship from?
Pet Lovings is based in [location]. Some products ship directly from our supplier's warehouse, which may be located outside Germany or the EU; estimated delivery times account for this.
How can I contact customer support?
You can reach us at [email] [or phone number], [days/hours]. We aim to respond within [X hours/business days].
Do you have a physical store?
No, Pet Lovings is an online-only store. This lets us keep costs lower and pass the savings on to you.