1) Preparation and delivery
- We prepare orders within 24–48 business hours after payment confirmation.
- Orders are shipped from Monday to Friday (non-holidays).
- If there is a temporary stock shortage, we will contact you to offer an alternative or a refund.
2) Delivery times (estimates)
- Mainland Spain and Mainland Portugal: 24–72 business hours.
- Rest of Europe: 3–7 business days.
- United Kingdom: 5–10 business days.
Delivery times may vary due to logistics, holidays, or force majeure.
3) Shipping costs and zones
Spain and Portugal
- Shipping cost: Free.
- Coverage: Mainland Spain and Mainland Portugal.
- Exclusions: Canary Islands, Ceuta, and Melilla.
Europe – Zone 1 (free shipping)
- Included countries: Germany, Belgium, France, Italy, Netherlands.
- Shipping cost: Free.
Europe – Zone 2 (flat-rate shipping)
- Included countries: Austria, Bulgaria, Croatia, Denmark, Slovakia, Slovenia, Estonia, Finland, Greece, Hungary, Ireland, Latvia, Lithuania, Luxembourg, Poland, Czech Republic, Romania, and Sweden.
- Shipping cost: €5.95.
- Exclusions from the European zone: Andorra, Azores, Sardinia, Ceuta, Cyprus, Corsica, Faroe Islands, Isle of Man, Canary Islands, Liechtenstein, Madeira, Malta, Melilla, Monaco, Norway, San Marino, and Switzerland.
United Kingdom
- Shipping cost: €5.95.
4) Non-EU shipments: Customs and taxes
- Orders shipped outside the EU may be subject to customs duties and import taxes.
- At Gooddy Pets we ship under the DAP (Delivery At Place) incoterm: we cover all costs except import taxes and duties, which must be paid by the recipient if applicable.
- We are not responsible for delays caused by international customs.
- For questions: info@gooddypets.com.
5) Additional information
- Tracking: once your order is shipped, you will receive a tracking number by email.
- Delays: we are not responsible for courier delays, but we will handle any issues to ensure the best experience.
6) Returns (right of withdrawal)
- Period: 14 calendar days from receipt.
- Product condition: unopened, in its original packaging, and in perfect condition.
- Hygiene exclusions: returns are not accepted for unsealed products.
- Return shipping cost: borne by the customer, except in cases of defective products or shipping errors.
- How to request: write to info@gooddypets.com including your order number and reason. We will provide instructions and return address.
7) Defective products or shipping errors
- Notify us within 48 hours of delivery at info@gooddypets.com (with photos if possible).
- We will cover the costs of collection and replacement/refund once the defect or error is confirmed.
8) Exchanges
- We process product or variant exchanges as return + new order (to speed up stock management and delivery).
- If you prefer a direct exchange, please contact us and we will confirm availability.
9) Refunds
- Refunds are made through the same payment method used.
- Processing time: up to 14 calendar days from receipt and verification of the returned item.
- If the item arrives incomplete or not in proper condition, we may apply a deduction according to the depreciation incurred.
10) Contact
Customer Service – Gooddy
Email: info@gooddypets.com
