Shipping policy
Shipping Policy
Shipping Locations
We currently ship to countries within the European Union. We do not ship to PO boxes or military addresses.
Please note that we do not ship to special EU territories outside the EU VAT and customs area (such as the Canary Islands, French overseas territories, and the Åland Islands).
Order Processing Time
Orders are processed Monday to Friday, excluding public holidays.
Orders placed before 4:00 PM CET are processed the same business day. Orders placed after 4:00 PM CET are processed on the next business day.
Once your order has been handed over to the carrier, you will receive a confirmation email with your tracking information.
Shipping Options & Delivery Times
We offer the following shipping options:
- Fast Shipping: 1–2 business days after dispatch
- Standard Shipping: 3–4 business days after dispatch
Country-specific delivery estimates are shown at checkout. Delivery times are estimates and may vary during peak periods or due to circumstances outside our reasonable control.
In any case, unless we have agreed otherwise with you, we will deliver your order within 30 days of order confirmation. If we are unable to do so, we will inform you, and you may either agree on a new delivery date or cancel your order for a full refund.
Shipping Costs
Shipping costs are calculated at checkout based on your location, order size, and selected shipping option. All applicable shipping fees are clearly displayed before you complete your purchase.
Tracking
All orders include tracking. Once your order has shipped, you will receive a tracking link via email to follow your delivery.
Risk During Transit
Your order remains our responsibility until it is delivered to you. Risk of loss or damage passes to you only when you (or a person designated by you, other than the carrier) take physical possession of the goods.
Delayed, Lost, or Missing Packages
If your package appears delayed, lost, or is marked as delivered but you have not received it:
- Check with household members and neighbors, and look for a safe-place or pickup-point notification from the carrier;
- If you still cannot locate it, contact us at info@telkypet.com with your order number.
We will open an investigation with the carrier on your behalf. If delivery to you cannot be confirmed, we will send a replacement or issue a full refund - a carrier "delivered" scan alone does not transfer responsibility to you.
Damaged Packages
Please inspect your order upon delivery. If your package or product arrives damaged, contact us at info@telkypet.com, ideally within 48 hours and with photos of the packaging and the product, as this helps us resolve the claim with the carrier quickly.
Reporting later does not affect your legal rights: damaged or defective products are always covered by the 2-year legal guarantee of conformity, as described in our [Return & Refund Policy].
Incorrect Address
Please ensure your shipping address is complete and accurate at checkout. If a delivery fails or a package is returned to us due to incorrect or incomplete address details provided by you, we are happy to reship it, but additional shipping costs may apply. Contact us at info@telkypet.com if you notice an address error after ordering — if the order has not yet shipped, we will correct it free of charge.
Taxes & Duties
All prices shown include applicable VAT for EU customers. No additional customs duties or import taxes apply for orders shipped within the EU VAT and customs area.
Contact
For any shipping-related questions, contact us at info@telkypet.com.
This Shipping Policy does not limit your statutory rights as an EU consumer, including your 14-day right of withdrawal and the 2-year legal guarantee of conformity. See our [Return & Refund Policy] for details.