At TuckerCare, we’re committed to providing premium products for your beloved dogs and cats, along with exceptional service from order to delivery. Below you’ll find all the details about our shipping options and return policy.

Shipping Information

Order Processing Time

We process all orders within 1-2 business days (excluding weekends and holidays). You’ll receive a confirmation email with tracking information once your order ships.

Shipping Methods & Delivery Times

We offer two shipping options to meet your needs:

1. Standard Shipping

  • Carrier: DHL or FedEx
  • Delivery Time: 10-15 business days after dispatch
  • Cost: €12.95 (applies to all orders)

2. Free Shipping

  • Carrier: EMS
  • Delivery Time: 15-25 business days after dispatch
  • Cost: FREE for orders over €50

Note: We ship worldwide except to certain Asian countries and remote areas. Delivery times may vary depending on customs clearance in your country.

Returns & Exchanges

Your satisfaction is our priority. If you’re not completely happy with your purchase, we’ll gladly accept returns or exchanges within 15 days of receiving your order, provided the items meet our return conditions.

4-Step Return Process

Step 1: Submit Your Return Request

Email us at [email protected] with:

  • Your order number
  • Products you wish to return
  • Reason for return
  • Whether you prefer a refund or exchange

Email Template:

Subject: Return Request – Order Number [YOUR ORDER NUMBER]
Dear TuckerCare team,
I would like to request a return for my order number [ORDER NUMBER].
Product(s) to return: [PRODUCT NAME AND QUANTITY]
Reason for return: [REASON, E.G., WRONG SIZE, PRODUCT DEFECT, ETC.]
I request a: [REFUND/EXCHANGE]
Kind regards,
[YOUR NAME]
[YOUR EMAIL ADDRESS]
[YOUR PHONE NUMBER (OPTIONAL)]

Step 2: Receive Return Instructions

Within 2 business days, we’ll email you with:

  • Return approval
  • Return address
  • Any specific return instructions

Step 3: Ship Your Package Back

Carefully pack the items in their original packaging and include any provided return label. Ensure the package is securely sealed.

Important: Keep your shipping receipt as proof of return until the process is complete.

Step 4: Receive Your Refund or Exchange

Once we receive and inspect your return:

  • For refunds: You’ll receive your money back within 5-7 business days via your original payment method (Visa, MasterCard, JCB, or PayPal).
  • For exchanges: We’ll ship your replacement product within 3-5 business days after receiving your return. You’ll get a confirmation email when processed.

Return Shipping Costs

Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong or defective item shipped).

Non-Returnable Items

For hygiene reasons, we cannot accept returns of:

  • Frozen food (from “Diepvriesvoer” category)
  • Cat litter (from “Kattenbakvulling” category)
  • Opened packages of dry food (from “Droogvoer”, “Hondenvoer”, or “Kattenvoer” categories)

Defective or Damaged Products

If you receive a defective or damaged item, please contact us within 48 hours at [email protected]. Include photos if possible. We’ll promptly arrange a replacement or full refund.

Payment Methods

We accept:

  • Visa
  • MasterCard
  • JCB
  • PayPal

Need Help?

Our customer service team is happy to assist with any shipping or return questions. Contact us at:

Email: [email protected]
Postal Address: TuckerCare, 259 De Olieslager, Veldhoven, NL 5506EV

Thank you for choosing TuckerCare for your pet’s needs. We appreciate your trust and strive to make every transaction smooth for you and your furry friend.