Shipping policy

Last updated: 20 October 2026

Free shipping, everything included

Shipping is free on every order. We ship with all import duties and taxes paid, so there is nothing to pay on delivery: no customs charges and no fees from the courier. If a courier ever asks you to pay something, do not pay: forward us the request and we will sort it out.

Ordering from the United Kingdom? The same applies: shipping is free and there are no customs duties to pay at checkout or on delivery.

For every other country we ship to, you can add Priority Dispatch at checkout on this site: we dispatch your order within 24 hours. The price is shown before you pay; delivery times stay as listed below.

Delivery times

  • Italy, the rest of Europe, the UK and the US: 4–8 business days

Business days are Monday to Friday, excluding public holidays. Orders are dispatched within 1–2 business days; delivery times run from the shipping confirmation. During sales and holiday peaks delivery may take a few days longer. These are estimates, not guarantees, but if your order has not arrived 30 days after the order date you may cancel it and receive a full refund, or ask us to re-ship it.

Tracking

You receive a tracking link by email as soon as your parcel ships. Tracking can take 24–48 hours to show the first scan. If the tracking has not moved for 7 days, write to us: we open an enquiry with the carrier.

Lost, damaged or wrong items

  • Lost in transit: if the carrier cannot deliver, we re-ship or refund, your choice. Carrier enquiries usually take 5–10 business days.
  • Marked delivered but not received: check with household members, neighbours and the building's mail area, and wait 48 hours (carriers sometimes scan early). Then contact us: we investigate with the carrier and, where the delivery cannot be confirmed, re-ship or refund.
  • Damaged, wrong or missing item: tell us as soon as possible, ideally with a photo of the parcel and the product (it helps, but it is not a condition of your statutory rights). We send a free replacement or refund you, your choice, no return needed.

Address errors

Please double-check your address before ordering. We can correct it free of charge until the parcel ships: email us right away. If a parcel is returned to sender because of an incomplete or wrong address, or because it was not collected from the pickup point, we can re-ship it, charging you only the actual shipping cost, or refund the order minus the shipping cost we actually paid.

Where we ship

We ship to Austria, Belgium, Czechia, Denmark, Finland, France, Germany, Ireland, Italy, the Netherlands, Norway, Poland, Portugal, Romania, Spain, Sweden, Switzerland and the United Kingdom. We do not ship to PO boxes or freight forwarders in some regions; if we cannot deliver to your address we will tell you and refund you.

Payment descriptor

The charge appears on your statement as SP PlusPets. If you do not recognise a charge, contact us before disputing it with your bank: we solve it faster.

Questions

support@gopluspets.com, we answer within 24 hours.