Frequently Asked Questions

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

Returning

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 your home should be fun, so don't be afraid to mix things up! If you are not satisfied with the items you ordered, you have the option to return them within 100 days of receipt.

Leveraging

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

I am missing a number of products with my order! How is that possible?

Because we work together with different partners, it is possible that products are shipped separately from each other. If there are items missing from your order, you usually receive them after 2-3 days.

What is your delivery time?

We have chosen to ship the products directly from the supplier to you. This way, we can save significantly on storage, transport, and packaging costs, allowing us to offer you the products at a fair price.

Since 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.

Special additional clearance costs and/or import duties are not included in the price and are the responsibility of the customer.

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

These additional clearance costs are the responsibility of the customer; haya-pet.com has no insight into these costs and cannot indicate how much this will amount to.

By 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 have not received anything within 3 days after the expected delivery date, please contact our customer service.

Email: info@haya-pet.com