FAQ
How can I contact the FellnasenFreunde?
You can send us an email at any time to info@fellnasenfreundeshop.com. Our customer service will take care of your request immediately!
Which payment options are accepted?
We accept all common payment methods (Paypal, VISA, Mastercard, AMEX, Klarna)
Can I change or cancel my order?
Our aim is to process your order as quickly as possible, which is why any changes/cancellations are only possible within 12 hours of receipt of the order.
When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow extra time for your order to be processed during holidays and sales periods. Orders are processed within 1-3 working days from the order date and shipped directly the following day.
How long does it take to receive my order?
Due to high demand and current special sales times, it may take between 2-4 weeks until you receive your order for your furry friend.
What happens if I don't receive my order?
Of course, if you have not received your order within 30 days of shipping, you are entitled to a full refund of your order.
How can I return an item?
For a return, please contact us at info@fellnasenfreundeshop.com
Where will my order be shipped from?
Your order will be shipped from one of our warehouse locations in Hong Kong.
When will I receive my refund?
All refunds will be credited to your original form of payment. If you paid by credit or debit card, the refund will be issued within 7-10 business days of receipt of the returned item or cancellation request Bank/credit institution . If you have any questions about when your account will be credited, please contact your Bank/credit institution . If you have not yet received credit for your return, please follow these steps: Please contact your bank/credit institution and let us know the status of the refund. Depending on your bank/credit institution, it may take a few days for the refund to be reflected in your account.
Are there any customs or tax fees?
The prices displayed on our website are tax-free in US dollars, which means you may be required to pay duties and/or taxes once you receive your order. After your order arrives, import taxes and/or customs duties may apply, as determined by your local customs office. Payment of this fee and/or taxes is your responsibility and will not be covered by us. We are not responsible for delays caused by your country's customs department. For further details on fees, please contact your local customs office.
What if the items I received are defective/incorrect/damaged?
Please contact us at info@fellnasenfreundeshop.com if you have received incorrect, missing and/or defective goods from us. When receiving the package, please provide your order number, photos of the items and all related references. We will take care of your request as quickly as possible.