Shipping policy

Shipping Policy

Store Name: Treue Begleiter

Operating Company: Virbac Tierarzneimittel GmbH

Address: Rögen 20, 23843 Bad Oldesloe, Germany

Email: [email protected]

Website: http://ep72su-bq.myshopify.com/

OVERVIEW

At Treue Begleiter (operated by Virbac Tierarzneimittel GmbH), we are committed to delivering your pet essentials—including pet grooming brushes, portable water bottles, and interactive pet toys—quickly, safely, and efficiently.

1. Order Processing Time

  • All orders are processed within 1 to 2 business days (excluding weekends and statutory German holidays) after receiving your order confirmation email.

  • You will receive a secondary notification via email once your order has been dispatched, containing your carrier tracking information.

2. Shipping Rates & Estimated Delivery Times

Shipping charges are calculated at checkout based on destination and package weight.

Destination Estimated Delivery Time Standard Shipping Fee
Germany (Domestic) 2 – 4 Business Days €3.99 (Free over €35)
European Union (EU) 3 – 7 Business Days €6.99 (Free over €60)
Rest of Europe / UK 5 – 10 Business Days €9.99

3. Order Tracking

Once your package is shipped, you will receive an email containing a tracking number and a link to trace your shipment online. Please allow up to 24 hours for tracking updates to populate on the carrier's system.

4. Packaging & Item Safety

To ensure your pet grooming supplies and water bottles arrive in perfect condition, all products are carefully inspected and packed in durable, protective packaging prior to shipment.

5. Customs, Duties, and Taxes (International Orders)

Treue Begleiter is not responsible for any customs fees, tariffs, or import taxes applied to your order upon arrival in non-EU countries. All fees imposed during or after shipping are the sole responsibility of the customer.

6. Incorrect Address & Undeliverable Packages

Please double-check your shipping address during checkout. If a package is returned to us due to an incomplete or incorrect address provided by the customer, the customer will be responsible for additional shipping charges to resend the package.

7. Damaged or Lost Shipments

  • Damaged Items: If your order arrives damaged, please take photographs of the package and contents and contact us immediately at [email protected].

  • Delayed / Lost Packages: If you have not received your package within 14 business days of receiving your shipping confirmation email, please reach out to us with your order number so we can open an investigation with the carrier.

8. Contact Information

If you have any questions or require support regarding our Shipping Policy, please contact us at: