We’re always here to help! You can reach us via email at support@petbuddy.amsterdam . Our friendly and dedicated customer service team are here to answer any questions you may have – whether it’s about your order, product advice or just a friendly chat about your pet. We aim to respond within 48 hours on weekdays (Monday to Friday).
Yes, absolutely! We ship worldwide, so pets everywhere – from Amsterdam to Australia – can enjoy our premium toys, accessories and more. Wherever you are, Pet Buddy brings the best to you!
All orders are shipped from our main warehouse in the Netherlands. From this central location we ensure that your package is carefully packed and quickly on its way to you and your pet.
We work hard to process your order as quickly as possible, so if you need to change or cancel anything, please let us know within 12 hours of placing your order at support@petbuddy.amsterdam . After these 12 hours, it will no longer be possible to make changes as your package may already be on its way. Don't worry – you can still return your order for a full refund once you receive it, according to our returns policy.
We make paying easy and safe! We accept all major credit cards (VISA, Mastercard, American Express), PayPal, and iDEAL for our Dutch customers. Simply choose the method that suits you best at checkout.
Your order will be processed and shipped with care from our warehouse in the Netherlands. We work from Monday to Friday and need 1-3 business days to prepare your package for shipping. Please note: during holidays (such as Christmas or King's Day) and big sales it may take a little longer due to the crowds. Orders are not processed or shipped during the weekend, so that our team can also recharge!
Delivery time depends on where you live. Within the Netherlands you can expect your order within 2-5 business days. For international shipping it varies between 2-4 weeks on average, depending on your location and local postal services. Due to high demand it can sometimes take a little longer, but we do our best to make your pet happy as soon as possible!
Don't panic! If your order doesn't arrive within 30 days of shipping, please contact us at support@petbuddy.amsterdam . You will then be eligible for a full refund or a replacement shipment - whichever you prefer. We'll make it right!
Our prices on the site are in Euros and exclude taxes. For international customers outside the EU, import taxes, customs fees or other charges may apply once your package enters your country. These charges vary from country to country and are determined by your local customs office - unfortunately, we have no control over this. We recommend contacting your customs office for more information on possible charges.
Not completely satisfied? No problem! To return an item, send us an email at support@petbuddy.amsterdam within 14 days of receipt. We will send you a return instruction and address. Make sure the item is unused and in its original packaging, and we will take care of the rest for you.
Oops, that's not what we meant! If you receive an incorrect, missing, or defective item, please let us know as soon as possible at support@petbuddy.amsterdam . Please include your order number and a few photos of the issue, and we'll get it fixed asap – with a replacement or refund, whichever you prefer. We want you and your pet to be happy!
Once we have received and inspected your return or processed your cancellation, we will refund the money to your original payment method. Did you pay by credit or debit card? Then we will send the refund to your bank within 7-10 business days. Depending on your bank, it may take a few extra days for it to appear in your account – check with your bank if you have any questions!
If you want to change your shipping address, please let us know within 12 hours of your order at support@petbuddy.amsterdam . After that time, your package may have already been shipped, and we will no longer be able to change the address. In that case, you can return the package when it arrives.
Yes, absolutely! Once your order has been shipped, you will receive a confirmation email with a tracking number and a link to track your package. If you have any issues with tracking, please send us a message and we will help you further.
Pets can be picky, we get it! If your pet doesn't like the product, you can return it within 14 days as long as it is unused and in its original packaging. Contact us at support@petbuddy.amsterdam , and we will help you with the return process.
Tip: tell us what your pet likes and we will be happy to give you personal advice!
Safety is our top priority! All of our products are carefully selected and meet strict quality standards. They are made from non-toxic materials and designed to provide safe play fun. Do you have specific concerns about a product? Let us know and we will provide you with all the details.
Of course! When checking out, you can enter a different shipping address, for example that of the recipient. Would you like to add a personal message? Mention this in the comments of your order, and we will make it extra special!
If you haven't received tracking information after 3 business days, please check your spam folder. Still nothing? Send us an email with your order number to support@petbuddy.amsterdam , and we'll send you the details right away.