Shipping Policy – Pet Direkt

Effective Date: September 3, 2026

This Shipping Policy applies to all orders placed through the official e-commerce website of Pet Direkt d.o.o. www.petdirektstore.com, the trusted destination for practical, durable, pet-safe pet care essentials ranging from interactive treat dispensing toys for dogs to leak-proof travel water bottles and gentle pet grooming tools. As a team founded by passionate pet lovers who design every product to fit real daily pet care routines, we build our shipping processes around reliability, transparency, and care to make sure your ordered pet supplies reach you in perfect condition, as fast as possible, so you can spend more happy stress-free moments with your furry companions.

If you have any questions, concerns, or special requests related to your order shipping process, you can reach out to our customer support team at any time via email at kaelo@petdirektstore.com, call us at +385 800 9435, or send physical inquiries to our registered office at Gustelnička ulica 9, 10000 Zagreb, Croatia. Our support team will respond to your shipping-related inquiries within 2 business days during our regular working hours.

1. Order Processing Timeline

All submitted orders will go through our strict verification and preparation steps before being handed over to our partnered logistics providers:

Every order is manually verified by our in-house team within 24 hours after your successful payment confirmation, to confirm your product selection, shipping address details, and order quantity are completely accurate.
For orders placed on regular weekdays (Monday to Friday excluding public holidays), we will finish the full order packing process within 1 to 2 business days. All products are carefully inspected one last time before packing, to make sure the items you receive, such as your 2 in 1 Dog Water Bottle and Food Container for Hiking and Travel or Deshedding Brush that reduces pet shedding by 90 percent, are in perfect unused condition with all original tags and accessories intact.
Orders placed after 16:00 local Zagreb time on Fridays, during weekends, or on official Croatian public holidays will be processed on the next following working business day. You will receive an official order confirmation email immediately after your payment goes through, and a second “order shipped” notification with full tracking information as soon as your parcel leaves our warehouse.

We do not process or ship any orders on national public holidays observed in Croatia, and we will post an advance notification banner on our www.petdirektstore.com homepage at least 3 working days before any public holiday to let all customers know about potential temporary processing delays.

2. Shipping Coverage, Delivery Timelines & Corresponding Rates

We offer tiered, transparent shipping solutions to customers across different regions, to match different budget and delivery speed needs:

‌Domestic Croatia Shipping‌: For all delivery addresses located within Croatia, our standard shipping takes 2 to 4 business days to reach your doorstep, with a flat rate of 3.90 €. All domestic orders over 39 € in total value qualify for completely free standard shipping. For customers who need their pet supplies urgently, we also provide an express 1 to 2 business day delivery option with a rate of 7.90 €, which ensures you can receive items like our Insulated Pet Water Bottle that keeps water cool for dogs during summer walks before your upcoming outdoor trip with your pet.
‌EU Wide Shipping‌: We deliver all our pet products to every member state of the European Union. Standard EU shipping takes 5 to 8 business days, with a flat rate of 6.90 €, and all orders over 59 € qualify for free shipping across the EU. Customers can also select the fast tracked EU delivery option, which takes 3 to 5 business days to arrive, at a rate of 12.90 €.
‌Rest of World Shipping‌: For customers residing outside of the European Union, we offer standard international shipping that takes 10 to 18 business days to arrive, with a calculated shipping rate based on your delivery location and the total weight of your parcel, which will be clearly displayed at checkout before you confirm your order. Please note that customers placing international orders outside of the EU are responsible for paying any potential customs duties, import tariffs, or local administrative fees that may be applied by your destination country’s customs authority. These fees are determined by your local government, and Pet Direkt d.o.o. has no control over the amount of these charges. We strongly recommend you check your local import regulations before placing your order to avoid unexpected costs.

All estimated delivery timelines we list on our website are calculated from the date your order leaves our warehouse, not the date you place your order. The timelines are estimated values based on our long-term cooperation records with our logistics partners, and not 100% guaranteed, as rare unexpected situations such as extreme bad weather, temporary local courier service disruptions, or customs inspection delays that are out of our control may occasionally push the delivery date back by a few days.

3. Parcel Tracking & Delivery Instructions

As soon as your order is dispatched from our warehouse, we will send a full shipping notification email to the email address linked to your Pet Direkt account, which includes your unique parcel tracking number and a direct link to track your real-time parcel status 24/7 on our logistics provider’s official platform. If you do not receive this shipping confirmation email within 3 business days after placing your order, please check your spam or junk mail folder first, or contact our support team directly so we can resend the tracking information to you immediately.

To avoid unnecessary failed delivery issues:

Please make sure you enter a complete, accurate, and up-to-date shipping address, and a valid local contact phone number when you place your order. Our courier will contact you using this phone number if they cannot find your address or need to arrange a suitable delivery time slot.
If our courier attempts to deliver your parcel but no one is available to sign for it, they will leave a delivery attempt notice at your address, and you will have 5 working days to arrange a redelivery or pick up your parcel at the local courier pickup point specified on the notice. If you do not claim your parcel within this 5 day window, the parcel will be sent back to our warehouse. For address errors you provided or failed delivery caused by your absence, you will need to cover the cost for a second re-delivery of the order.

4. Lost or Damaged Parcel Resolution

We take full responsibility for all parcels during the entire transit period until you successfully sign for the order and confirm you receive the products in good condition:

If your parcel is confirmed to be completely lost during transit by our logistics partner, please contact our support team within 15 days after the estimated maximum delivery date of your order. We will verify the case with our logistics provider immediately, and you can choose to get a 100% equivalent store credit for your order value, or request a full re-shipment of the exact same products for free.
If your parcel arrives with obvious outer packaging damage, or you find the products inside are broken or damaged due to rough handling during shipping, please take clear photos of the damaged outer packaging and the damaged items within 48 hours after you sign for the parcel, then send these materials to our support team. After we finish verification of the damage case, we will arrange a free re-shipment of the replacement items for you, no extra cost will be charged.