Versand
VelPets
Shipping Policy
Last updated: April 2026
1. Overview
At VelPets, we aim to deliver your order as quickly and reliably as possible. Please read this policy carefully to understand shipping times, costs, and procedures.
2. Order Processing
All orders are processed within 1–3 business days of payment confirmation (Monday to Friday, excluding public holidays). You will receive a shipping confirmation email with a tracking number once your order has been dispatched.
Orders placed on weekends or public holidays will be processed on the next available business day.
3. Shipping Destinations
We currently ship to Germany and selected European countries. If your country is not listed at checkout, please contact us at luiseduardofiorese9@gmail.com and we will do our best to accommodate your order.
4. Shipping Times and Costs
Germany
• Standard shipping: 5–12 business days — Free on orders over €50 / €4.99 below
• Express shipping: 3–7 business days — €9.99
Rest of Europe
• Standard shipping: 7–18 business days — €7.99
• Express shipping: 5–10 business days — €14.99
Note: As our products are shipped from outside the EU, delivery times include international transit. Estimated times begin from the date of dispatch, not the date of order.
5. International Customs and Import Duties
Our products are shipped from suppliers located outside the European Union. As such, your order may be subject to customs inspection and import duties upon entry into Germany or the EU.
• Import duties and taxes are determined by German customs authorities and are the buyer's responsibility.
• Most orders valued below €150 enter the EU under the IOSS (Import One-Stop Shop) VAT scheme, with VAT included in the price at checkout.
• VelPets is not responsible for delays caused by customs processing.
• We cannot predict or guarantee customs outcomes for individual shipments.
If your order is held by customs and you choose not to pay import duties, the parcel may be returned to the sender. In such cases, we will refund the product cost only, not the original shipping fee.
6. Tracking Your Order
Once your order is dispatched, you will receive a tracking number by email. You can use this number to track your parcel via the carrier's website. Please allow 24–48 hours for tracking information to become active.
7. Lost or Delayed Shipments
If your order has not arrived within the estimated timeframe, please contact us at luiseduardofiorese9@gmail.com .We will investigate with the carrier and provide an update within 5 business days.
If a parcel is confirmed lost by the carrier, we will offer a replacement or full refund at no charge.
8. Incorrect Address
Please ensure your shipping address is correct at checkout. VelPets is not responsible for orders delivered to an incorrect address provided by the customer. If you notice an error after placing your order, contact us immediately at luiseduardofiorese9@gmail.com and we will do our best to update it before dispatch.
9. Contact
For shipping enquiries, please contact:
Email: luiseduardofiorese9@gmail.com
Response time: within 2 business days.