Here you will find answers to the most frequent questions. Something missing? Just write to us via the contact page.
How much does shipping cost?
Standard shipping is free on every order (5–8 working days). Express shipping costs €4.99 (3–5 working days). We only deliver within Germany.
How long does delivery take?
Standard: 5–8 working days, Express: 3–5 working days. The time counts from receipt of payment and includes 1–2 working days of processing.
Can I track my parcel?
Yes. As soon as your parcel is on its way, you will receive an email with the tracking number.
How can I pay?
You can see the available payment methods at checkout. Planned are bank transfer (prepayment), PayPal, credit and debit card, Apple Pay and Google Pay. More under Payment methods.
Why don’t you charge VAT?
We are a small business under § 19 UStG. That is why we do not charge VAT. Our prices are final prices.
How do returns work?
You have a 14-day right of withdrawal. The easiest way is via Withdraw from contract or by email to support@pawgarden.shop. You pay the return shipping costs, and you get your money back within 14 days.
My order arrived damaged. What now?
Please send photos of the packaging and the item with your order number to support@pawgarden.shop. We will take care of a replacement or refund.
Is the toy safe for my pet?
Please play together at first and keep an eye on your pet. It is best to replace damaged toys. On every product page you will find the material, size and safety information.
Is it right for a dog or a cat?
At the top of every product page it says “Suitable for dog”, “cat” or both. The “Technical details” table helps with sizes and dimensions. Not sure? Just write to us.
Will I get an invoice?
Yes, you will receive your invoice by email.
Can I change my order?
Write to us as soon as possible. As long as the order has not been shipped, we can usually still change it.
How can I reach you?
By email to contact@pawgarden.shop or by phone at +49 711 8901-8701, Mon–Fri, 9 am–5 pm. We reply within 24 hours on working days.