Frequently Asked Questions

Welcome to our FAQ – We have listed the most frequently asked questions for you.

Returns

Here you will find the most frequently asked questions about returns and exchanges.

How long does it take for my money to be refunded?

Your purchase amount (excluding shipping costs) will be refunded within five working days after receipt of your shipment.

How can I return my order?

Shopping from home should be fun, so don't be afraid to mix things up! If you're not satisfied with the items you ordered, you can return them within 100 days of receipt.

Delivery

Below you will find some of our most frequently asked questions about delivery

I'm missing some products from my order! How is that possible?

Because we work with several partners, products may be shipped separately. If any items are missing from your order, you will usually receive them within 2-3 days.

What is your delivery time?

We've chosen to ship the products directly to you from the supplier. This allows us to significantly reduce storage, transport, and packaging costs, and we can offer you the products at a fair price.

Because we ship the products directly from the supplier, we have an average delivery time of 7-16 working days for orders in the Netherlands and 7-16 working days for orders in Belgium.

Any additional customs clearance charges and/or import duties are not included in the price and will be borne by the customer.

There is a possibility that you may be subject to special additional customs clearance fees and taxes, which are levied once your order reaches your destination country.

These additional customs clearance fees are the customer's responsibility; haya-pet.com has no insight into these costs and cannot estimate their amount.

When ordering a product, the customer agrees to pay any duties or fees required by the government or customs.

Questions about your order? Please feel free to contact us.

My order has still not been delivered and the expected delivery time has passed?

In 99% of cases, orders are delivered within the expected delivery time. Unfortunately, it can happen that an order is delayed in the delivery process. If you haven't received anything within 3 days of the expected delivery date, please contact our customer service.

Email: info@haya-pet.com