‌Effective Date: October 15, 2026‌

Welcome to the official Shipping Policy of CARDUELIS PET SHOP j.d.o.o. za proizvodnju i trgovinu, the Croatia-based specialty pet accessories e-commerce platform accessible at www.carduelispetshop.com. This policy lays out clear, transparent shipping rules for all orders of our curated pet grooming brushes, deshedding gloves, portable water bottles and other furry friend essentials, in full compliance with EU cross-border trade and consumer protection regulations.

Our full official contact details for all shipping-related inquiries are:

Registered company name: CARDUELIS PET SHOP j.d.o.o. za proizvodnju i trgovinu
Operational address: Zagrebačka ulica 228, 35000 Slavonski Brod, Croatia
Support email: bramble@carduelispetshop.com
Contact phone number: +385 99 763 0484

1. Order Processing Timeline

All submitted orders are verified and processed during our standard working hours from 9:00 AM to 5:00 PM local Croatian time, Monday through Friday, excluding official national public holidays of Croatia. Once you complete your checkout and the corresponding payment is fully confirmed and cleared by our certified payment service provider, our operations team will review your order details to verify product stock availability, confirm your shipping address is complete and error-free, and prepare your selected pet items for dispatch.
For all in-stock products listed in our new arrivals and best-selling collections, including our Heavy Duty Dematting Tool for Large Dogs, Anti Bacterial Pet Water Bottle with Silver Ion Technology and Breathable Mesh Pet Deshedding Glove Set, the standard order processing time ranges between 1 to 2 working days. Orders confirmed after 2:00 PM on a working day will be processed on the next following working day. We will send you an automatic order confirmation email immediately after your payment goes through, and a separate second dispatch confirmation email once your package is handed over to our selected courier partner, including your unique full tracking number linked to your shipment.

2. Shipping Zones, Delivery Time and Fee Structure

We offer reliable tracked shipping services to all 27 EU member states, plus neighboring non-EU European regions with eligible customs clearance frameworks.

‌Domestic Shipping within Croatia‌: Standard tracked domestic shipping takes 2 to 3 working days from dispatch, with a flat shipping fee of 3.90€ for all small accessory orders. Any order with a total cart value over 50€ automatically qualifies for completely free domestic shipping.
‌EU Standard Tracked Shipping‌: For all other European Economic Area (EEA) destinations, the standard tracked delivery window ranges from 4 to 7 working days after dispatch, with a flat shipping fee of 7.90€ for orders below 75€. All orders over 75€ shipped to any EEA country are eligible for free standard shipping automatically applied at checkout.
‌EU Express Shipping‌: Customers who need their pet grooming items faster can select our optional express shipping service at an additional checkout cost of 12.90€, which cuts the delivery timeline down to 2 to 3 working days after dispatch for all EEA locations.
All shipping fees are calculated and clearly displayed to you at the final step of the checkout process before you confirm your order, so there are no hidden unexpected extra costs applied after payment.

3. Shipment Tracking and Delivery Protocols

Once your order is dispatched, the unique tracking number in your dispatch confirmation email can be used to monitor the real-time location and delivery status of your package on our partnered courier’s official tracking portal. We recommend all customers regularly check the tracking updates once the shipment is on its way, to avoid missed delivery attempts at your specified address.
If the courier marks your package as successfully delivered but you have not received the parcel, please contact our support team within 3 working days from the marked delivery date. Our team will launch an immediate investigation with the courier provider to locate the missing package. If the investigation confirms the package was lost during transit before successful handover to you, we will arrange a full free re-dispatch of your ordered pet accessories, or process a 100% refund of your full order value, based on your preference.
We are not responsible for failed deliveries caused by incorrect, incomplete shipping information provided by you at checkout, or missed delivery attempts where no one is available to sign for the parcel at the nominated address during the courier’s scheduled delivery window. Customers will be asked to cover the additional re-shipping fees if the first parcel is returned to our warehouse due to such avoidable reasons.

4. Customs, Duties and Tax Rules for EU Shipments

All orders shipped to destinations within the European Economic Area are pre-cleared for relevant VAT and applicable sales taxes at the point of purchase, under Croatia’s EU single market regulations. There will be no additional hidden customs duties, import taxes or extra brokerage fees charged to customers when the package arrives at their local destination, which guarantees a completely transparent checkout and delivery experience for all our EU shoppers.
For any rare instances where a local customs authority in an EEA country incorrectly requests extra import fees for your parcel, please forward the official customs notice to our support team, and we will fully reimburse all verified reasonable extra fees you have paid immediately.

5. Shipping Restrictions and Special Notes

A very small number of over-sized pet accessories from our store may not qualify for free shipping promotions, and the relevant extra shipping cost will be clearly notified to you by our team after your order is submitted, before we proceed to process the payment. We do not currently ship orders to locations outside of the European Economic Area, and any international orders with non-EEA shipping addresses will be automatically cancelled, with a full refund processed to the original payment method within 3 working days.
If you have any urgent shipping requirements, or need clarification on any details of our shipping policy, you can reach our customer support team via email or phone at any time, and we will respond to your inquiry within 24 working hours.