Shipping policy
SHIPPING POLICY
Effective Date: March 31, 2026
Last Updated: March 31, 2026
This Shipping Policy explains how we deliver your Petsciety orders.
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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.
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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)
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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
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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.)
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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
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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.
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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
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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
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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
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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.
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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.
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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
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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
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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.
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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.