Shipping policy

1. Where We Ship

We deliver to all countries within the European Union (EU) and most countries in Europe.

If you have questions about delivery to a specific country, please contact us at info@petsquadbxl.com.

2. Shipping Fees

  • FREE standard delivery within the Benelux region (Belgium, Netherlands, Luxembourg) for orders of €100 or more.
  • For orders below €100, or for deliveries to other European countries, shipping costs will be calculated and displayed at checkout.
  • All shipping fees include applicable Belgian VAT.

3. Order Processing

  • Standard orders: Processed and dispatched within 48 hours (Monday–Friday, excluding public holidays).
  • Custom orders: Require 7–10 business days for processing before shipping, due to personalization or tailoring requirements.
  • Processing includes order verification, quality control, and packaging.
  • You will receive a confirmation email with tracking information when your order is shipped.

4. Estimated Delivery Times

  • Benelux (Belgium, Netherlands, Luxembourg): 4–6 business days after dispatch.
  • Other EU & European countries: Delivery times vary by country, but typically take between 4–10 business days after dispatch.
  • All estimated delivery times are provided for guidance and may vary due to carrier or customs delays.

5. Tracking Your Order

You will receive a shipping confirmation with tracking details once your order has been dispatched. If you do not receive tracking information, please contact us.

6. Delays, Loss & Non-Delivery

  • We strive for timely delivery. If there is a delay or your package is lost, please contact us at info@petsquadbxl.com so we can promptly investigate and resolve the issue.
  • If your order does not arrive within 14 days after the maximum estimated delivery time, you may have the right to cancel the order for a full refund, in compliance with EU law.

7. Damaged or Incorrect Orders

If your order arrives damaged or incorrect, please contact us within 48 hours of delivery, including your order number and photos if possible. We will arrange for a replacement or refund according to your legal rights.

8. Customs & Import Duties (for non-EU deliveries)

For deliveries outside the EU, customs, taxes, or import duties may apply. These charges are the buyer’s responsibility and are not included in the product price or shipping cost.

9. Contact & Support

Questions? Contact us at info@petsquadbxl.com or use the contact icon in our shop. We aim to respond within 1 business day.