Shipping policy

PROCESSING TIMES
We process your order within 24 hours once payment has been received and cleared. On rare occasions, for example on days with a very high number of orders, this can take a little longer.

DELIVERY TIMES
How long a delivery takes depends on where the item ships from.

Dog accessories: usually 10 to 14 days from the date of your order, sometimes less. This figure is based on the transit times we actually measured on our own shipments, not on an estimate.
Organic food and treats: usually 2 to 3 business days from the date of your order. These items ship from Switzerland.
Handmade treats from Lugano: usually 5 to 7 business days from the date of your order, because they are freshly baked after you order. Shipped directly from Lugano.

If you order both together, you will receive two parcels, because the items ship from different warehouses. This is not an error and costs you nothing extra.

During busy periods, customs checks or a supplier delay, an order can exceed the upper delivery time. We will contact you if that happens.

TRACKING
As soon as your parcel is on its way, we send you an email with the tracking number and a link to Swiss Post. For shipments from abroad, that link only becomes active once the parcel has been registered by Swiss Post in Switzerland. Until then the number is already valid but shows no events yet. We write to you again as soon as tracking works.

SHIPPING COSTS
Dog accessories ship free of charge. Food and treats carry a weight-based shipping charge between CHF 9.00 and CHF 39.00. The handmade treats from Lugano ship for CHF 6.95, free from CHF 35 of treats. If you order items from more than one group, the shipping charges are added up because the goods arrive in separate parcels. The exact amount is shown at checkout before you pay.

DELIVERY AREA
Food and treats are delivered to Switzerland and Liechtenstein only. Dog accessories also ship to other countries. Checkout will show you whether we deliver to your address.

OTHER INFORMATION
We do not hold every product in our own warehouse. Part of our range ships directly from our suppliers, from Switzerland, from Europe and from Asia. If an order contains items from several warehouses, the parcels arrive separately.

An order can only be delivered to one address. If you need delivery to several addresses, please place a separate order for each one.