Last updated: August 22, 2026
Where we ship
We ship across the European Union, plus the United Kingdom, Switzerland, Norway and Iceland. All prices are shown and charged in euro.
Cost
Shipping is free across Europe. There is no minimum order, no threshold to reach and no surcharge at checkout.
Order processing
Orders are processed within 1-3 business days (Monday to Friday, excluding holidays). Orders placed after 15:00 CET begin processing the next business day. You receive a confirmation email with tracking as soon as your order ships.
Delivery times
Delivery takes 7-14 business days after processing. That is a realistic range based on how our fulfilment network actually performs, not an optimistic marketing figure.
If we miss the window — your right to cancel
If we cannot ship within the delivery window stated at the time of your order, we will contact you before that deadline and give you either a definite revised date or notice that we cannot provide one. You may then accept the delay or cancel for a full refund. Under EU consumer law, where we fail to deliver within the agreed period and do not deliver within an additional reasonable period you set, you are entitled to terminate the contract and receive a full refund without undue delay.
How we fulfil orders
We do not operate our own warehouse. We work with manufacturing and fulfilment partners, and your order ships from the facility holding the liner. That is how we keep the price where it is, and it is also why delivery takes longer than a domestic retailer. We prefer to state that plainly rather than surprise you after checkout.
Tracking
Your tracking number is emailed when the parcel leaves the facility. The first carrier scan can take 3-5 business days to appear. Parcels also commonly show no movement for 5-10 days between the export scan and the first import scan in your country — this is normal transit, not a lost parcel. If tracking shows no movement at all for 12 business days, contact us and we will open an investigation with the carrier.
Customs, duties and import VAT
We ship DDP (Delivered Duty Paid). Import VAT and any customs duties are included in the price you pay, declared through the EU Import One-Stop Shop where applicable. You will not be asked to pay a fee on delivery. If a carrier bills you anyway, send us the invoice and we will reimburse you in full.
Incorrect or incomplete addresses
Please check your address at checkout. We can amend an address only before the parcel ships. Parcels returned to sender because of an address error can be reshipped once you confirm the correct address; reshipping in that case is charged at cost.
Lost or damaged parcels
If a parcel is confirmed lost by the carrier, or arrives damaged, contact us within 30 days of the shipping date with photos where relevant. We will send a free replacement or refund you in full.
Contact
Questions about a shipment: totopetsshop@gmail.com. We reply within 24 hours on business days.