Shipping policy
1) Handmade gear: crafting and dispatch takes 1–3 business days
2) Shipping to most EU countries (Free NL & BE shipping over €95)
3) Customer is responsible for incorrect addresses and unclaimed package return fees
4) Damaged or missing packages must be reported within 48 hours
5) Photographic proof of the packaging is required for damaged delivery claims
Where do we ship?
We ship our handmade gear to selected European countries. Due to local packaging regulations and administrative requirements, we currently only ship to:
√ Benelux & Western Europe: Netherlands, Belgium, Luxembourg, Germany, Ireland
√ Northern Europe: Denmark, Estonia, Finland, Latvia, Lithuania, Sweden
√ Southern & Central Europe: Croatia, Czechia, Hungary, Italy, Malta, Slovakia, Slovenia
Please note: We do not ship to France, Spain, Austria, or other EU countries not listed above due to strict local packaging laws (EPR). As DoggoZ grows, we definitely aim to expand our shipping destinations to more countries in the future!
Shipping costs
We work hard to keep our shipping rates as fair and affordable as possible. Your exact shipping rate is calculated automatically at checkout based on your delivery address.
Free Shipping thresholds:
Netherlands (NL): Free shipping on all orders over €95
Belgium (BE): Free shipping on all orders over €95
Production & delivery time
Every DoggoZ item is handmade with love and precision.
√ Crafting time: We aim to craft and dispatch your order within 1-3 business days (during busy periods this may take slightly longer).
√ Shipping time: Once dispatched, delivery usually takes 1-2 business days within the Netherlands and 3-7 business days for other EU countries.
Please note: Delivery times are estimates only. Once we hand your parcel over to the carrier, we are no longer responsible or liable for any transport delays, transit issues, peak-season backlogs, or carrier errors. We cannot guarantee exact delivery dates.
Tracking your order
As soon as your package is on its way, you will receive a confirmation email with a tracking link so you can follow your order’s journey.
Address & unclaimed parcels
Please double-check your shipping address at checkout. If a parcel is returned to us because it was refused, not collected from a pickup point, or has an incorrect address, you are responsible for all associated transport costs.
This means:
1. The original shipping costs (the cost to send the package to you) will not be refunded.
2. The return shipping fee (the fee charged by the carrier to return the unclaimed package to our warehouse) will be deducted from your product refund.
For pay-later orders (e.g., Klarna): These combined shipping and return fees cannot be cancelled and will remain open and due on your invoice. We can reship the parcel at your expense, or refund the product price (minus the shipping and return fees) once the parcel is returned to us in its original condition.
Lost parcels
If tracking shows your package was "delivered" but you cannot find it, please check with household members, neighbors, or your local pickup point first.
For tracking statuses marked as "Delivered" (including standard mailbox packages/brievenbuspakjes):
1. Standard Parcels: An official carrier investigation must be completed before any refund or replacement is processed. You may be required to sign an official Declaration of Non-Receipt (VNO) to support this claim.
2. Mailbox Packages: Since these are delivered without a physical signature, you must provide us with a written and signed statement confirming that the package was not received within 48 hours of the marked delivery date. We will resolve the issue once this statement is received for our records.
Damaged parcels
If your parcel arrives damaged or incomplete, please contact us at contact@doggoz.shop within 48 hours of delivery.
To help us resolve this quickly and file an official claim with the carrier, your email must include:
1. Your order number.
2. Clear photos of the outside of the packaging (showing the shipping label and any visible damage to the box/bag).
3. Clear photos of the inside of the packaging and how the products were packed.
4. Clear photos of the damaged products themselves.
Please note: Please do not throw away the packaging material until we have confirmed the issue has been resolved. If the required photographic evidence of the packaging is not provided within 48 hours, we may not be able to process a replacement or refund.
LUCID-Number: We are registered with the German LUCID Packaging Register under registration number DE3512692398510 to ensure the recycling of our packaging materials.
