FAQ – Frequently Asked Questions

Ordering & Shipping

When will my order ship?

We process and pack every order within 1–2 business days. You'll get a shipping confirmation email as soon as your order is on its way.

How long does delivery take?

Standard delivery takes 2–4 business days within Germany and 3–7 business days within the EU. International orders usually arrive within 10–14 business days.

How much does shipping cost?

Shipping costs are calculated automatically at checkout based on your address. Any free-shipping threshold is shown directly in the shop.

Can I track my order?

Yes. As soon as your order ships, you'll receive an email with a tracking link so you can follow your package in real time.

Payment

Which payment methods do you accept?

You can pay securely with PayPal and all major payment methods shown at checkout. Payment is processed through a secured checkout.

Is shopping on SmartPaws secure?

Yes. Your order is handled through a secured payment process, and we never store your payment details.

Returns & Issues

Can I return an item?

If something isn't right, you can return unused items within 30 days of delivery. Just reach out through our contact page before sending anything back so we can help you quickly.

What if my item arrives damaged or incorrect?

We're sorry for the hassle. Send us a message with your order number and a photo of the item via our contact page, and we'll arrange a replacement or refund right away.