Here you'll find answers to the most common questions. Something missing? Feel free to write to us via the contact page.
How much does shipping cost?
Standard shipping is free on every order (5–8 working days). Express shipping costs €4.99 (3–5 working days). We only deliver within Germany.
How long does delivery take?
Standard: 5–8 working days, Express: 3–5 working days. The time counts from receipt of payment and includes 1–2 working days of processing.
Can I track my shipment?
Yes. As soon as your parcel is on its way, you'll receive an email with the tracking number.
How can I pay?
You can see the available payment methods at checkout. Planned are bank transfer (prepayment), PayPal, credit and debit card, Apple Pay and Google Pay. More under Payment methods.
Why is there no VAT on your prices?
We are a small business under § 19 UStG. That's why we do not charge VAT. Our prices are final prices.
How do I withdraw from my order?
You have a 14-day right of withdrawal. The easiest way is via Withdraw from contract or by email to support@furfriends.shop. You bear the cost of returning the goods.
My goods arrived damaged. What now?
Please send us photos of the packaging and goods with your order number to support@furfriends.shop. We'll take care of a replacement or refund.
How is the product set up?
On every product page, “How to use it” explains how the product is mounted or set up and what is included.
Will it fit my pet or my home?
Please compare the dimensions in the “Technical data”. If you're unsure, write to us – we're happy to help.
Will I get an invoice?
Yes, you'll receive your invoice by email.
Can I change my order?
Write to us as quickly as possible. As long as the order has not been shipped, we can usually still change it.
How can I reach you?
By email to contact@furfriends.shop or by phone on +49 154 94455508, Mon–Fri, 9:00–17:00. We reply within 24 hours on working days.