Shipping policy

Last updated: August 28, 2026

Thank you for shopping with WhiskerLab. This Shipping Policy explains how we process and deliver orders placed through whiskerlab.shop.

WhiskerLab is an online-only pet-supplies store. We currently ship orders to eligible delivery addresses within Germany.

Processing time

Orders are typically processed within 1–2 business days after purchase.

Processing time includes payment verification, order preparation, packaging, and handoff to the shipping carrier. Processing time does not include carrier transit time.

Processing may take longer during public holidays, promotional periods, high-volume sales periods, severe weather events, inventory verification, or situations where additional order or address information is needed.

Orders are generally processed Monday through Friday. Weekends and public holidays in Germany are not counted as business days unless otherwise stated on the Site.

Shipping methods and delivery estimates

We currently offer the following delivery options within Germany:

Free Shipping
Estimated transit time: 5–8 business days after processing
Shipping cost: Free

Express Shipping
Estimated transit time: 3–5 business days after processing
Shipping cost: €4.99

Delivery estimates begin after the order has been processed and handed to the shipping carrier. They are estimates, not guaranteed delivery dates.

The shipping options and final shipping costs available for your order are displayed at checkout. The shipping method selected at checkout applies to that order.

Delivery may be affected by carrier delays, weather, public holidays, peak shopping periods, incorrect delivery details, address-verification issues, transport disruptions, or circumstances outside our reasonable control.

Shipping coverage

We currently ship to eligible delivery addresses within Germany only.

We do not currently offer international shipping unless an international destination is specifically made available at checkout.

We may be unable to ship to restricted, incomplete, undeliverable, or carrier-excluded addresses. If we cannot fulfil an order to the delivery address provided, we will contact you using the details supplied at checkout.

Order tracking

When tracking is available, we will send a shipping-confirmation email after your order has been dispatched.

The email may include the carrier name, tracking number, shipment status, and a link to the carrier’s tracking page.

You may also use our Track Your Order page to enter your tracking number and view delivery updates.

Please allow time for the carrier’s tracking system to update after the package has been handed over. Tracking information may not appear immediately.

Shipping delays

We work to meet the delivery estimates shown on the Site and at checkout, but delays may occur because of high order volume, carrier disruptions, severe weather, public holidays, peak shopping periods, incorrect delivery information, address-verification issues, transportation disruptions, or other events outside our reasonable control.

If we learn that an order cannot ship within the stated timeframe, we will provide an updated shipment expectation and any available options in accordance with applicable law.

If your order is delayed beyond the estimated delivery window, contact us at support@whiskerlab.shop with your order number. We will review available tracking information and assist where possible.

Incorrect delivery information

Please review your delivery details carefully before completing checkout.

We are not responsible for delays, failed deliveries, returned packages, or additional shipping costs caused by:

  • Incorrect or incomplete delivery addresses.
  • Missing apartment, floor, unit, building, or door information.
  • Incorrect postal code.
  • Unclaimed packages.
  • Delivery restrictions at the address.
  • Failure to collect a package from a designated collection point.
  • Carrier issues occurring after an order has shipped.

If you notice an error in your delivery information, contact us immediately at support@whiskerlab.shop.

We will make reasonable efforts to help, but a delivery-address change cannot be guaranteed after an order has been processed or shipped.

If a package is returned because of an incorrect or incomplete address, we may contact you about reshipping options. Additional shipping charges may apply.

Lost, stolen, or missing packages

If tracking shows that a package has been delivered but you cannot locate it:

  • Check around the delivery location.
  • Ask household members, neighbours, or building management.
  • Check for a carrier delivery notice or collection-point notification.
  • Contact the carrier directly using the tracking information.
  • Contact us if the package remains missing.

Once an order is marked as delivered to the delivery address provided at checkout, we will review the circumstances and assist with carrier enquiries where possible.

Nothing in this policy limits mandatory consumer rights under applicable law.

Damaged packages

If your package arrives visibly damaged, photograph the package and product before discarding any packaging.

Contact us as soon as reasonably possible at support@whiskerlab.shop and include:

  • Your order number.
  • Clear photographs of the outer package.
  • Clear photographs of the product and any visible damage.
  • A brief description of the issue.

We will review the situation and determine an appropriate solution in accordance with applicable law. Depending on the circumstances, this may include a replacement, refund, return instructions, or another appropriate remedy.

Orders that cannot be delivered

If a package cannot be delivered because of an incorrect address, refusal, failure to collect, or another issue caused by the customer, the package may be returned to the relevant fulfilment location.

If the package is returned, we may contact you to arrange reshipping, require payment of additional shipping costs before reshipping, or issue a refund in accordance with applicable law and our Return & Refund Policy.

If the delivery issue was caused by WhiskerLab, the carrier, or a fulfilment error, contact us so we can review the matter and provide an appropriate solution.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible at support@whiskerlab.shop or +49 30 57439843.

If the order has not been processed or dispatched, we will make reasonable efforts to accommodate your request. Changes and cancellations are not guaranteed because orders may enter processing shortly after purchase.

If the order has already shipped, cancellation may no longer be possible. In that case, you may need to receive the order and follow the return process described in our Return & Refund Policy.

Shipping and returns

Shipping fees and return-shipping responsibilities are explained in our Return & Refund Policy.

For ordinary withdrawals, customers are responsible for the direct cost of return shipping unless we expressly confirm otherwise.

For confirmed damaged, defective, incomplete, incorrect, or materially misrepresented items, contact us before returning the item. We will provide appropriate return instructions and will not require you to pay return costs where the issue is confirmed to be our responsibility.

Shipping charges at checkout

The delivery cost displayed at checkout depends on the shipping option selected.

Our current options are:

Free Shipping: Free
Express Shipping: €4.99

We do not intentionally add mandatory shipping charges after payment has been completed. Review the available shipping option, delivery estimate, and final shipping cost before placing your order.

Our address

WhiskerLab is an online-only store. Our address is not a public storefront, customer collection point, warehouse collection point, or automatic return address.

Our address is:

WhiskerLab
Frankfurter Allee 54
10247 Berlin
Germany

Contact us before sending anything to our address. Do not send returns, exchanges, damaged products, packages, or other items to this address unless our support team provides written instructions confirming that it is the correct destination for your order.

Contact us

If you have questions about shipping, delivery, tracking, or an order, contact:

WhiskerLab
Email: support@whiskerlab.shop
Phone: +49 30 57439843

Our address:
Frankfurter Allee 54
10247 Berlin
Germany

Customer-support hours are Monday–Friday, 9:00 AM–5:00 PM Central European Time or Central European Summer Time, as applicable.

We aim to respond to most customer enquiries within 1–2 business days.