General Questions

1. Where is PetPlayTime located?
We are based in Dissen am Teutoburger Wald, Germany, and we ship our products both domestically and internationally.

2. What kind of products do you offer? We specialize in three main categories:

• Gift Products: Seasonal and personalized gifts for all occasions.

• Pet Accessories: High-quality products for your furry friends, including beds, toys, and treats.

• Wedding Products: Favors, decorations, and accessories to make your special day perfect.

3. Are your pet products safe for my pets? Yes, we source our pet products from trusted suppliers to ensure they are safe, durable, and meet high-quality standards.

Order & Shipping

1. How long will it take to process my order?
We process orders within 1-3 business days. During peak seasons like Christmas or wedding season, processing might take a little longer due to high demand.

2. How long does shipping take?

• Within Germany: 3-7 business days.

• International: 7-21 business days.

Please note that these are estimates and can vary based on the destination and shipping carrier.

3. Do you offer free shipping? Yes, we offer free shipping on all orders over a specific minimum amount within Germany. The exact amount will be shown at checkout.

4. Can I track my order? Yes, once your order is shipped, we will send you an email with a tracking number so you can monitor its journey.

5. What should I do if my package is lost or damaged? Please contact our customer support team at [Your Email Address] within 7 days of the estimated delivery date. We'll do our best to help you resolve the issue.

Returns & Refunds

1. What is your return policy? 

You can return products within 14 days of delivery. The item must be in its original, unused condition with all tags and packaging. Please note that personalized or custom-made items cannot be returned unless they are defective or damaged upon arrival.

2. How do I start a return? To initiate a return, please contact us at [Your Email Address] with your order number and the reason for the return. We will provide you with instructions on how to send the item back.

3. When will I get my refund? Once we receive and inspect the returned item, we will process your refund within 7-10 business days. The refund will be issued to your original payment method.