Shipping, returns and the small print

Shipping

Where we ship, what it costs

Everything is dispatched from Rotterdam within 48 hours of your order, Monday to Friday. Tracked delivery across the EU takes two to four working days; express to Belgium, the Netherlands and Germany is next working day if you order before 14:00 CET. Parcels to Serbia take four to seven working days including customs. Orders paid in US dollars ship tracked to the United States, the United Kingdom, Canada, Australia, Switzerland and Norway in five to ten working days; import duties may apply there.

Standard, tracked EU

€4.90, free over €45

Express (EU)

€9.90

Standard, tracked Serbia

€5.90, free over €45

Tracked international (USD)

$12.90, free over $80

Dispatch

Within 48 h, weekdays

Carrier

PostNL or DHL, by destination

We do not ship to Norway or Switzerland yet; they are on the list once the veterinary paperwork for dried dairy makes sense on a single parcel.

Returns

Returns and the size swap

You have 30 days from delivery to send anything unopened back for a full refund, including the outbound shipping you paid. Email us first so we can give you the return label: it is cheaper for both of us than the counter at the post office.

• Unopened tins and pouches: full refund within 30 days.
• Opened chews: no refund, for reasons of hygiene and common sense.
• Wrong size for your dog: tell us within 30 days and the next size up ships free, once per household. Keep the first bar.
• Damaged or missing: photograph it and we replace it, no return needed.

Refunds go back to the card Stripe charged, usually within three working days of the parcel reaching us.

Privacy

What we keep, and for how long

We keep the minimum a shop needs to send you a parcel and prove the tax was paid: your name, address, email, what you ordered and what it cost. Card numbers never reach us. Stripe holds those, and we only ever see the last four digits.

Order records

7 years (Dutch tax law)

Email address, marketing

Until you unsubscribe

Support conversations

2 years

Analytics

Aggregate only, 14 months

We use one analytics tool without cookies, and no advertising trackers at all, which is why there is no cookie banner in your way. Nothing is sold or shared beyond the carrier, Stripe and our accountant. You can ask for a copy of everything we hold, or ask us to delete it, by writing to [email protected]. We answer within 30 days, usually the same week.

Terms

Terms of sale

A contract exists when we email you the order confirmation. Prices include VAT for the destination country unless your VAT-registered business enters a valid number at checkout.

• Chews and tea are food products for the animal or person stated on the packaging, not medicine.
• Supervise your dog while it chews. We size by weight, but you know your dog.
• Stock is finite and seasonal. If a lot sells out after you ordered it, we refund in full rather than substituting anything.

Dutch law applies, and the courts of Rotterdam have jurisdiction. Consumers keep every statutory right this page does not mention; nothing here removes them.

Imprint

Who is responsible for this shop

Company

ShannX Group DOO

Address

Van Nelleweg 1, 3044 BC Rotterdam

Chamber of Commerce

KvK 87 654 321

VAT

BTW NL863…B01

Directors

M. de Vries, J. Bakker

Contact

[email protected] · +31 10 240 11 08

Dispute resolution

Stichting WebwinkelKeur, Rotterdam