FAQs
Shipping
Where do you ship to?
We ship to countries within the EU.
If you wish to order from outside the EU, please contact us and we'll see what we can do.
How much does shipping cost?
Within the Netherlands: €4,95 (Free shipping over €50)
Germany and Belgium: €7,95 (Free shipping over €80)
Luxembourg: €11,95
Austria, France, Italy, Spain, Hungary, Poland, Slovenia, Slovakia, Czech Republic, Romania: €14,95
Portugal, Sweden, Denmark, Ireland, Bulgaria, Croatia: €17,95
Finland, Greece, Estonia, Latvia, Lithuania: €26,95
If your country is not listed above, please send us a message and we will let you know the rates.
When will my order be shipped?
I personally handle all the packing and shipping, since my dog prefers to focus on more important tasks like napping. I understand the excitement of receiving your order, and I aim to ship it out within 1-2 days.
How long will it take for my order to arrive?
Within the Netherlands: 1 business day
To Belgium: 1-3 business days
To Germany: 2-4 business days
Can I track my order?
Yes, you will receive a tracking number once your order has shipped. You can use this tracking number to monitor your package's delivery status.
What if my order gets lost during shipping?
It is rare that your order is lost during shipping, most of the time it's with your neighbour or the service point near your address. If your order does unfortunately get lost during shipping, please contact us as soon as possible so we can assist you in resolving the issue.
Orders & Payments
How can I place an order?
You can place an order by adding your desired products to the cart and following the checkout process on our website. If you encounter any issues, feel free to contact us.
What payment methods do you accept?
We accept major credit cards, PayPal, and other popular payment methods. All transactions are securely processed through our website.
How long does it take to process an order?
We typically process orders within 1-2 business days.
Can I cancel or modify my order?
If you need to cancel or modify your order, please contact us as soon as possible. We'll do our best to accommodate your request, but please note that once an order has been processed for shipping, we cannot make changes or cancellations. Customised items also cannot be canceled or modified once they are made.
What if I receive a damaged or defective product?
If you receive a damaged or defective product, please contact us as soon as possible. We will work with you to resolve the issue and ensure that you are satisfied with your purchase.
Returns & Refunds
What's your return policy?
We want you and your furry friend to be completely happy with your purchase. If for any reason you're not satisfied with your order, you can return it within 30 days for a full refund.
Customised items cannot be returned or refunded.
How do I initiate a return?
If you wish to return an item, please contact us at hello@cuddypup.com within 30 days of receiving your order.
Who is responsible for return shipping costs?
The customer is responsible for return shipping costs, unless the item was received damaged or defective. In that case, please contact us to discuss a resolution.
How long does it take to process a refund?
Once we receive your returned item, we'll inspect it and issue a refund within 5-7 business days. Please note that it may take an additional 3-5 business days for the refund to appear on your account, depending on your financial institution.
Can I return a product that has been opened or used?
We understand that your pet may need to try out a product before you know if it's the right fit. As long as the item is in resellable condition - original packaging and tags still attached and the item shows no signs of use - you can return it within 30 days for a full refund.
What if I received the wrong item or it was damaged in shipping?
If you received the wrong item or it was damaged in shipping, please contact us within 48 hours of receiving your order. We'll work with you to get the issue resolved as quickly as possible.