Shipping Policy
Shipping Policy
Shipping Policy
Effective Date: March 31, 2026
Last Updated: March 31, 2026
This Shipping Policy explains how we deliver your Petsciety orders.
1. SHIPPING LOCATIONS
We currently ship to:
- Netherlands (primary market)
- European Union countries
- Selected international locations
If you are unsure whether we ship to your location,
contact us at support@petsciety.com before placing your order.
2. SHIPPING RATES
a) Netherlands
- Standard Shipping: €4.95 (flat rate)
- Free Shipping: On orders over €50
b) European Union
- Shipping rates calculated at checkout based on destination
- Free shipping may be available on orders over €75 (varies by country)
c) International (Non-EU)
- Shipping rates calculated at checkout based on destination
- Customs duties and import taxes may apply (customer's responsibility)
3. ORDER PROCESSING TIME
Orders are processed within 1-2 business days (Monday-Friday, excluding Dutch public holidays).
Orders placed on weekends or holidays are processed on the next business day.
"Processing" includes:
- Order verification
- Payment confirmation
- Product preparation and packaging
- Handover to shipping carrier
4. DELIVERY TIME
Estimated delivery times (from shipment date):
a) Netherlands: 5-8 business days
- Up to 10 business days during peak periods (holidays, sales events)
b) European Union: 7-12 business days
- Varies by country
c) International (Non-EU): 10-20 business days
- Varies by country
- Subject to customs clearance
Important Notes:
- Delivery times are estimates, not guarantees
- Actual delivery may be affected by:
- Shipping carrier delays
- Weather conditions
- Customs processing (for international orders)
- Public holidays
- Force majeure events (strikes, natural disasters, etc.)
5. TRACKING YOUR ORDER
a) Tracking Information
Once your order ships, you will receive:
- Shipment confirmation email
- Tracking number
- Link to track your package
b) Tracking Issues If you have not received tracking information within 3 business days of placing your order, contact us at:
Email: support@petsciety.com
Subject: "Missing Tracking - Order #[your order number]"
c) Delivery Issues
If tracking shows your package is delayed or stuck:
- Contact us at support@petsciety.com
- We will investigate with the shipping carrier
6. SHIPPING CARRIERS
We work with reliable shipping partners, including:
- PostNL (Netherlands)
- DHL
- DPD
- Other local carriers
The carrier is selected based on your delivery location and product type.
7. SHIPPING ADDRESS
a) Accuracy You are responsible for providing a complete and accurate shipping address.
Double-check your address before completing your order.
b) Incorrect Address If your order is returned due to an incorrect or incomplete address provided by you:
- We will contact you to confirm the correct address
- You may be charged additional shipping fees to reship the order
c) Address Changes If you need to change your shipping address after placing an order:
- Contact us immediately at support@petsciety.com
- We can only change the address if the order has not yet shipped - Once shipped, we cannot redirect packages
8. DELIVERY ATTEMPTS
a) Missed Delivery
If the carrier cannot deliver your package (e.g., no one home):
- The carrier will leave a notice with pickup instructions
- The package may be held at a local pickup point or post office
- You typically have 7-14 days to collect the package (varies by carrier)
b) Unclaimed Packages If a package is not collected within the carrier's holding period:
- The package will be returned to us
- You may be charged a restocking fee and/or return shipping costs
- We will contact you to arrange reshipment or refund
9. CUSTOMS, DUTIES, AND TAXES
a) European Union Orders
- No customs duties (EU single market)
- VAT is included in the product price
b) International Orders (Non-EU)
- Customs duties and import taxes may apply
- These charges are the customer's responsibility
- Charges are collected by the shipping carrier or customs authorities upon delivery
- We cannot predict the amount of these charges
c) Refusing to Pay Customs Charges
If you refuse to pay customs duties and the package is returned to us:
- We will refund the product price only
- Shipping costs (both original and return) are not refunded
- A restocking fee may apply
10. SHIPPING RESTRICTIONS
We cannot ship to:
- PO Boxes or parcel lockers (some carriers)
- Military addresses (APO/FPO/DPO)
- Certain remote or restricted areas
If you are unsure about shipping to your location, contact us before placing your order.
11. LOST OR STOLEN PACKAGES
a) Lost Packages
If tracking shows your package as delivered but you did not receive it:
1. Check with neighbors, building reception, or household members
2. Check all potential delivery locations (front door, back door, mailbox)
3. Wait 24-48 hours (sometimes carriers mark packages as delivered prematurely)
4. Contact us at support@petsciety.com
We will:
- Investigate with the shipping carrier
- File a claim if necessary
- Send a replacement or issue a refund once the claim is approved
b) Stolen Packages If you believe your package was stolen after delivery:
- File a police report
- Contact us at support@petsciety.com with the police report number
We will work with you to resolve the issue, but we are not liable for theft after successful delivery.
12. DAMAGED PACKAGES
If your package arrives visibly damaged:
- Do NOT refuse the package
- Accept the delivery and inspect the contents immediately
- Take photos of:
- The damaged shipping box/packaging
- Any damaged products inside
- Contact us within 24 hours at support@petsciety.com
We will:
- File a claim with the shipping carrier
- Send a replacement or issue a full refund
- Provide a prepaid return label if needed
13. SHIPPING DELAYS
While we strive for timely delivery, delays may occur due to:
- High order volume (holidays, sales events)
- Shipping carrier delays
- Weather conditions
- Customs clearance (international orders)
- Force majeure events
If your order is significantly delayed, contact us and we will:
- Investigate with the shipping carrier
- Provide updates on the status
- Offer a refund or replacement if appropriate
14. CHANGES TO SHIPPING POLICY
We may update this Shipping Policy to reflect changes in carriers, rates, or delivery times.
Updates will be posted on this page with a new "Last Updated" date.
15. QUESTIONS?
For shipping questions or issues:
Email: support@petsciety.com
Phone: +31 6 38109201
Address: S&A Commerce, Titushof 45, 3453 JE De Meern, Netherlands
Our support team is available Monday-Friday, 9:00-17:00 CET. We typically respond within 24 hours.
FSC® certified packaging and paper only.
Orders ship in 1–2 days with full tracking included.
Long-wear materials that hold shape and age.
30-day return or exchange. No questions asked.
KEEP MOVING FORWARD WITH US
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© 2026 Petsciety. All Rights Reserved
FSC® certified packaging and paper only.
Orders ship in 1–2 days with full tracking included.
Long-wear materials that hold shape and age.
30-day return or exchange. No questions asked.
KEEP MOVING FORWARD WITH US
By submitting your email, you’ll be the first to know about upcoming updates for Petsciety. You can unsubscribe at any time.
© 2026 Petsciety. All Rights Reserved