If no delivery time is specified for the respective goods in the online shop, the delivery time for goods in stock is approx. 3-6
days.

Shipping costs €4.99 (including VAT). Delivery is free for orders over €100. We only ship within
Germany.

Of course, we also deliver to packing stations. Please pay attention to the correct addressing. When delivering to the packing station, we need your name, postal number and the packing station number as well as the postal code + city of the packing station.

As soon as the package leaves our warehouse, you will receive an email from DHL with the tracking number. You can track the delivery status of your shipment at any time using the following link: https://www.dhl.de/de/privatkunden/dhl-versandstracking.html

We offer payment via credit card, Giropay, Google Pay, Apple Pay, Shop Pay, UnionPay, Sofort-Banking and Paypal.

You can enter the discount code in the corresponding field in the shopping cart during the ordering process. When entering the voucher, pay particular attention to upper and lower case letters and that no
unnecessary spaces can be entered. Only one voucher code can be entered per order. Please also note that subsequent offsetting of discounts is not possible.

We will send the invoice digitally as a PDF to your email address. There is no invoice included with the package, just a delivery note. You will also receive a shipping confirmation by email when your package leaves our warehouse.

Wir möchten dich darüber informieren, dass wir im Rahmen des Tax-Free-Verfahrens leider keine Rückerstattung der Mehrwertsteuer anbieten können. Es besteht keine gesetzliche Verpflichtung für Händler. Wir danken dir für dein Verständnis.

Of course, you can return items to us within 14 days as long as all labels are still attached and the item is in its original condition. In order to meet the cancellation period, it is sufficient that you send the notification of your exercise of the right of cancellation before the cancellation period has expired. Please use our cancellation form: palopa-pets.com/policies/refund-policy . You can create a free returns label via the Returns page.

You can create a free returns label via the Returns page. Stick this on
your package and then drop it off at a DHL shop near you.

If your order has not yet been shipped, we can make changes. Please contact our service team as quickly as possible either in writing by email (service@palopa-pets.de) or by telephone from Mon.-Fri. 9:00 a.m. – 5:00 p.m. on +49 6073 74489 300.

We bear the direct costs of returning the goods. If you return the goods in full, we will refund you the shipping costs for the return. Please note, however, that in the event of a partial return, we unfortunately cannot reimburse you for the shipping costs for the return.
You are only liable for any loss in value of the goods if this loss in value is due to the handling other than what is necessary to establish the nature, characteristics and functioning of the goods .

As soon as we have received your return, the purchase amount will be credited to you within 14 days at the latest. For the refund we will use the same payment method and account that you used for your original purchase.

If a product that you purchased in the PALOPA online shop does not meet the usual quality standards, please contact our customer service. Please use the following form: https://www.palopa-pets.com/pages/contact . You can reach our customer service by telephone Monday to Friday from 9 a.m. to 5 p.m. on the following telephone number: +49 (0) 6073 74489 0. You can also find further information in our terms and conditions .

To help you with this, we have created an overview that shows the most common dog breeds and the respective sizes of our various products. You can find this on each product page for each product.

You can find product-specific care instructions on each product page under “Care instructions”.

Yes, there are spare parts available for some of our products. Please feel free to contact our customer service for more information. How to reach us: Contact form