Unless a different delivery time is stated for the relevant item in our online shop, the delivery time for items in stock is approx. 1-3 days.

Shipping to Germany costs €4.99 (incl. VAT). Shipping to Austria costs €7.90. From an order value of €100, delivery is free of charge.

Of course, we also deliver to parcel lockers (Packstationen). Please make sure to use the correct address format. For delivery to a Packstation, we need the name, Postnummer, the Packstation number as well as the postal code and city of the Packstation.

As soon as your parcel leaves our warehouse, you will receive an email from Shipcloud with the tracking number.

We offer payment by credit card, Giropay, Google Pay, Apple Pay, Shop Pay, UnionPay, Sofort and PayPal.

You can enter your discount code in the corresponding field in your cart during checkout.
Please pay special attention to upper and lower case letters when entering the code, and make sure there are no extra spaces. Only one discount code can be used per order. Please also note that discounts cannot be applied retroactively.

We send the invoice digitally as a PDF to the email address you provided. The parcel does not include an invoice, only a delivery note. You will also receive a shipping confirmation by email once your parcel leaves our warehouse.

We would like to inform you that, as part of the tax-free procedure, we are unfortunately unable to offer a VAT refund. Retailers are not legally obliged to do so. Thank you for your understanding.

Of course, you can return items to us within 14 days, as long as all labels are still attached and the item is in its original condition. To meet the withdrawal deadline, it is sufficient to send your notice of withdrawal before the withdrawal period expires. Feel free to use
our withdrawal form: palopa-pets.com/policies/refund-policy. On the Returns page, you can create a free return label.

On the Returns page, you can create a free return label. Stick it on your parcel and then drop it off at a DHL shop near you.

If your order has not yet been shipped, we can make changes for you. Please contact our service team as soon as possible, either by email (service@palopa-pets.com) or by phone Mon.-Fri. 9:00 am – 5:00 pm at +49 6073 74489 0.

We bear the direct costs of returning the goods. If
you return the goods in full, we will reimburse you for the return shipping costs. Please note, however, that in the case of a partial return, we are unfortunately unable to reimburse the return shipping costs. You are only liable for any loss in value of the goods if this loss in value is due to handling of the goods that was not necessary for checking their condition, characteristics and functioning.

As soon as we receive your return, the purchase amount will be credited
to you within 14 days at the latest. For the refund,
we use the same payment method and account you used for your original purchase.

If a product you purchased from the PALOPA online shop does not meet our usual quality standards, please contact our customer service. Please use the following form: https://www.palopa-pets.com/pages/contact. You can reach our customer service by phone Monday to Friday from 9 am to 5 pm at the following number: +49 (0) 6073 74489 0. You can also find more information in our terms and conditions.

To help you with this, we have created a size guide that matches common dog breeds to the sizes of our various products. You can find it on each product page for the relevant product.

You can find product-specific care instructions on each product page under "Care instructions".

Yes, spare parts are available for some of our products. Feel free to contact our customer service about this. Here's how to reach us: Contact form