Frequently Asked Questions
Orders & payment
How do I place an order?
Easy! Browse our collections, pick your favourite products, add them to your cart, and head to checkout. Enter your address, choose how you want it delivered, and complete payment. We’ll take care of the rest.
Can I change or cancel my order?
We pack orders quickly, but if you need to change or cancel something, just email us at support@whiskerlab.shop as soon as possible. We’ll do our best to help, but once an order is being packed or shipped, changes might not be possible.
Which payment methods do you accept?
We accept major payment methods available at checkout, including credit and debit cards and other secure online payment options. What you see at checkout depends on your location and the active payment providers.
Do you offer cash on delivery?
Nope — all orders are paid for online at checkout.
Shipping & delivery
Where do you ship?
We ship to addresses within Germany.
How long does delivery take?
It depends on the product, shipping method, and where you live. Where available, estimated delivery times are shown on the product page and at checkout.
How can I track my order?
If tracking is available, you’ll get a tracking link or reference by email once your order is on its way. You can use it to follow your package until it lands at your door.
What if my package is delayed?
Sometimes carriers run a bit late because of holidays, weather, or other things outside our control. If your order is much later than the estimated timeframe shown at checkout, email us at support@whiskerlab.shop and we’ll check what’s going on.
Returns & refunds
Do you accept returns?
Yes. We accept returns in line with applicable legal rights and our Returns & Refunds Policy.
How do I return an item?
Please email us at support@whiskerlab.shop before sending anything back. We’ll give you clear instructions and, where needed, a return address. Don’t send items to our registered address without checking with us first.
When will I receive my refund?
We process refunds after we receive and inspect the returned item. How quickly it shows up in your account depends on your bank or payment provider.
What if my item arrives damaged or incorrect?
If something arrives damaged, defective, or not as described, email us within a reasonable time after delivery with your order number and a couple of photos. We’ll sort out a solution — usually a replacement, repair, or refund.
Products & suitability
How do I know if a product is suitable for my pet?
Each product page includes key details like dimensions, materials, care guidance, and intended use where available. Combine that with what you know about your pet: size, age, breed, coat type, play style, chewing habits, and any sensitivities.
Not sure? Email us at support@whiskerlab.shop with your pet’s details and the product you’re eyeing, and we’ll help you decide.
Are your products safe for pets?
We choose products designed for normal pet use, but no product can be 100% guaranteed safe for every pet in every situation. Always supervise your pet when introducing something new, especially toys, chews, or enrichment items.
If you notice discomfort, damage, or unusual wear, stop using the product and let us know.
Do your products come with a warranty?
If a warranty applies, it depends on the product and manufacturer. Where relevant, warranty details are shown on the product page or included in the product documentation.
Account & privacy
Do I need an account to order?
No. You can check out as a guest or create an account for easier reordering and order tracking.
How do you use my personal data?
We use your data to process orders, arrange delivery, provide support, and meet legal obligations. For the full story, see our Privacy Policy.
Contact & support
How can I contact customer support?
Email: support@whiskerlab.shop
Phone: +49 30 57439843
Support hours: Monday–Friday, 9:00 AM–5:00 PM Central European Time or Central European Summer Time, as applicable.
We aim to reply within 1–2 business days.
What should I include in my message?
To help us help you faster, include:
- Your order number (if you have one)
- The product name or link
- A clear description of your question or issue
- Photos if relevant (for example, for damaged items)