Política de envío

 

Thank you for shopping at MyTailBuddy. This Shipping Policy explains how we process, ship and deliver orders, and how we handle delivery issues such as damaged or incorrect items.

1) Processing time

Orders are typically processed within 1–3 business days. During high-volume periods, processing may take longer.

2) Shipping times (estimated)

We ship from international fulfilment centres via third-party fulfilment partners (including Zendrop) and carriers. Estimated delivery times:

·       Europe: 7–15 business days

·       USA & Canada: 7–15 business days

·       Australia & New Zealand: 7–20 business days

·       Rest of World: 10–20 business days

These timeframes are estimates only and may vary due to customs checks, carrier delays, weather, peak seasons or other factors outside our control.

3) Split shipments (multiple parcels)

If you order multiple items, your order may be shipped in separate parcels and may arrive on different days. In that case, you may receive multiple tracking numbers.

4) Shipping costs

Shipping fees (if any) are calculated at checkout based on your delivery address and the shipping method selected.

5) Tracking

Once your order ships, you will receive a tracking number by email. Tracking updates may take 2–5 business days to appear.

6) Customs & import duties

International orders may be subject to customs duties or import taxes depending on your country’s regulations. Any such fees are the responsibility of the customer, unless stated otherwise at checkout.

7) Incorrect or incomplete address

Please ensure your shipping address is complete and correct at checkout. If an order is shipped to an incorrect address provided by the customer, we may be unable to replace or refund the order.

8) Delayed or lost packages

If your package appears delayed or lost, contact us at support@mytailbuddy.com with your order number. We will assist you in investigating the issue with the carrier or fulfilment partner.

9) Damaged, defective, or incorrect items

If your order arrives damaged, defective, or you receive the wrong item, please contact us as soon as possible so we can resolve it quickly.

·       Contact us within 48 hours after delivery (recommended) and include your order number.

·       Provide clear photos (and, if possible, a short video) showing: the item, the issue, the packaging, and the shipping label.

·       We will offer a free replacement or a full refund, depending on the case.

·       In most cases, we do not require you to return the item. If a return is necessary, we will provide instructions.

This section does not limit any mandatory consumer rights that may apply under your local law.

10) Missing items

If something seems missing, please first check whether your order was split into multiple parcels (see section 3). If you still believe an item is missing, contact us with your order number and the items missing, and we will help.

11) Contact

Support email: support@mytailbuddy.com

Phone: +43 664 356 9853

Business address: MyTailBuddy, Schönbach 119, 3633 Schönbach, Austria

VAT number: ATU82644827