Shipping Policy

We want your pet's new things to reach you quickly and safely. Below you will find everything you need to know about how we ship, how long it takes and what to do if something goes wrong along the way.

 

WHERE DO YOU SHIP TO?

 

We currently ship to addresses in the Netherlands only. Unfortunately we are not able to deliver to other countries at the moment. If you are not sure whether we can deliver to your address, just send us an email at info@beritajadul.com and we will check for you.

 

WHERE DO YOU SHIP FROM?

 

Our office is in Dietzenbach, Germany. Your order is sent from one of our partner warehouses in Germany or France, depending on where the item is in stock. This keeps delivery times short and means your parcel only has a short trip to the Netherlands.

 

As both Germany and France are part of the European Union, there are no customs fees or import taxes for you to pay. All prices in our shop already include VAT.

 

WHAT SHIPPING OPTIONS DO YOU OFFER?

 

You can choose between two options at checkout.

 

FREE STANDARD SHIPPING

Cost: free of charge on every order

Delivery time: 4 to 5 business days

 

INSURED EXPRESS SHIPPING

Cost: 4.95 EUR

Delivery time: 2 to 3 business days

Your parcel is fully insured against loss and damage while it is on its way to you. If anything happens to it in transit, we will send you a replacement or refund you quickly and without hassle.

 

Business days are Monday to Friday, not including public holidays. Delivery times start once your order has been confirmed and your payment has been received.

 

HOW QUICKLY IS MY ORDER PROCESSED?

 

We pack and send orders from Monday to Friday. Most orders leave the warehouse within 1 business day. During very busy periods, such as sales or the weeks before the holidays, this may occasionally take a little longer. If your order is delayed, we will let you know by email.

 

Please keep in mind that the delivery times above are estimates. Sometimes the carrier experiences delays because of the weather, strikes or very high parcel volumes, which are outside our control.

 

WILL MY ORDER ARRIVE IN ONE PARCEL?

 

Usually yes. If your order contains items stored in different warehouses, it may arrive in two separate parcels. You will not pay any extra shipping for this, and you will receive tracking information for each parcel.

 

HOW DO I TRACK MY ORDER?

 

As soon as your order has been sent, you will receive an email with your tracking number and a link to follow your parcel. If you have not received this email within 3 business days of placing your order, please check your spam folder first. If you still cannot find it, or if the tracking link does not work, just contact us and we will help you.

 

CAN I CHANGE MY SHIPPING ADDRESS?

 

Please double check your delivery address and phone number before completing your order. If you notice a mistake, email us at info@beritajadul.com as soon as possible with your order number and the correct address. We will do our best to update it, but once a parcel has left the warehouse we may no longer be able to change it.

 

We are not responsible for delays or lost parcels caused by an incorrect or incomplete address entered at checkout. If a mistake was made on our side, we will of course take full responsibility and send you a replacement free of charge.

 

WHAT IF NOBODY IS HOME?

 

If you are not at home when the carrier arrives, the parcel may be left with a neighbour, at a safe place or at a nearby pickup point, depending on the carrier. You will usually receive a card or a notification explaining where your parcel is. If a parcel is not collected and is returned to us, we will contact you to arrange delivery again.

 

MY PARCEL SAYS DELIVERED, BUT I CANNOT FIND IT

 

If the tracking shows your parcel as delivered but you cannot find it, please:

 

Check around your home, mailbox, entrance, building lobby or mailroom.

Ask your neighbours whether they accepted the parcel for you.

Look for a delivery note from the carrier.

Wait 1 to 2 business days, as parcels are sometimes marked as delivered a little early.

 

If your parcel still has not turned up, please email us at info@beritajadul.com within 7 days of the delivery date shown in the tracking. We will open an investigation with the carrier and keep you updated.

 

As a consumer, you do not carry the risk for your parcel until it has actually been handed over to you or to a person you have chosen. If it turns out that your parcel was not delivered to you, we will send you a replacement or give you a full refund.

 

MY PARCEL IS LOST IN TRANSIT

 

If your tracking has shown no updates for 10 business days, we will treat the parcel as lost. Please contact us and we will send you a replacement or refund your order in full.

 

MY PARCEL ARRIVED DAMAGED

 

If your parcel or any item inside arrives damaged, please take a few photos of the packaging and the product and send them to info@beritajadul.com together with your order number. We will sort it out quickly with a replacement or refund. Please see our Returns and Refunds Policy for more details.

 

QUESTIONS?

 

If you have any questions about shipping, we are happy to help.

 

Email: info@beritajadul.com

Phone: +4915730318535

Customer service hours: Monday to Friday, 9:00 to 17:00 (CET)