FAQ
How can I contact Petbuddy?
You can email us at support@petbuddy.amsterdam, where our dedicated customer service team will be happy to assist you with any questions or concerns you may have.
Do you ship worldwide?
Yes, we offer worldwide shipping to ensure pets everywhere can enjoy our products.
Where do you ship from?
All orders are shipped from our main warehouse.
Can I change or cancel my order?
As we aim to process orders as quickly as possible, you must request any changes or cancellations within 12 hours of placing your order. After this time, requests cannot be accommodated, but you can still return your order for a full refund once received.
What payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX), as well as PayPal.
When will my order be processed?
Orders are handled and shipped from our warehouse. We process orders from Monday to Friday. Please allow 1-3 business days for processing before shipment. Note that during holidays or sale periods, processing times may be extended. Orders are not processed or shipped on weekends.
How long will it take to receive my order?
Delivery times vary depending on your location. On average, orders take 2-4 weeks to arrive due to high demand.
What if I don't receive my order?
If your order hasn’t arrived within 30 days after shipping, you are eligible for a full refund.
Will I be charged with customs and taxes?
The prices displayed on our site are tax-free in US Dollars. However, depending on your location, you may be subject to import taxes, duties, or other fees once your order arrives. These fees are determined by your local customs office and are your responsibility. Please contact your local customs office for further details.
How do I return an item?
To return an item, please contact us at support@petbuddy.amsterdam for assistance.
What if the item(s) I received are defective/incorrect/damaged?
If you receive an incorrect, missing, or defective item, please contact us right away. Include your order number and photos of the item(s) in question. We’ll work quickly to resolve the issue for you.
When will I receive my refund?
All refunds will be credited back to your original payment method. If you paid by credit or debit card, refunds will be sent to your card-issuing bank within 7-10 business days after we receive the returned item or process the cancellation. Please check with your card-issuing bank for updates on when the refund will be posted.