Customer Help
Our joyful support team is always here to assist you!
Common purchase queries answered
Orders and Shipping
Most orders arrive in 5 to 15 days. How fast you get your order can depend on where you live and if we’ve got the item close by in one of our warehouses around the world. Work in progress: Predictable delivery in 3-5 days worldwide
Creating an account is a breeze! Simply click on ‘My Account‘ in the Top Menu –> Information or footer. Enter your details, and voilà, you’re part of the family. An account allows you to track your orders, save your favorite items, and enjoy a faster checkout. Highly recommended! 🙂
If you need to change your shipping address, log into your account, go to the ‘Addresses’ section, and edit your details there. If your order is already in progress, get in touch with our customer care team right away, and we’ll see what we can do.
You can track the journey of your order from our door to yours. Once your order is shipped, we’ll email you the tracking details. You can also view these details in your account under ‘Orders’. Coming soon: Global Live Tracking 🌎
Your security is our top priority. We do not store your credit card information on our servers. Our payment partners, Stripe and PayPal, uses state-of-the-art security to encrypt and handle your payment details safely.
Sales tax is automatically calculated based on your shipping address and will be displayed during the checkout process.
We’re worldwide, international, fully global, and you’re all set to order to wherever you want! Only on extraordinary rare destinations, that turns out to be very costly, we might reach out to you with the option to cover the extra shipping costs or to cancel the order 100% free of charge.
To ensure you receive your items as quickly as possible, we may send them in separate packages. If that’s the case, we’ll let you know and provide the tracking details for each package.
If you need to swap an item
Returns and Exchanges
We want you to love what you’ve ordered. If you’re not completely satisfied, you can return most items within 45 days of receipt for a refund, store credit, or an exchange. Items should be returned in their original condition. Some exclusions apply, so please visit our full Return Policy for details.
Oops! How embarrassing.. If you received an item different from what you ordered, please contact us immediately. We’ll arrange for the correct item to be sent to you and provide instructions on how to return the incorrect one.
We’re sorry to hear that. Please take a photo of the damaged item and email it to us within 48 hours of receiving your order. We’ll take care of you with a replacement or refund.
Once you’ve contacted us and your return is authorized, please send your item to our returns department. The address will be provided along with your return authorization. Make sure to use a trackable shipping service for your peace of mind and ours.
Our customer support team is here to help! You can reach out to us via the contact form on our website, or email us directly at support@hobbyhund.com
We’re committed to making your experience the best it can be! ❤️
If you realize that you’ve entered an incorrect shipping address, please contact us as soon as possible. We can update the address if the order hasn’t been shipped yet. If the order has already been dispatched, we’ll wait for it to be returned to us and then resend it to the correct address.
We understand that sometimes you might change your mind. You can request a change or cancellation of your order within 1 hour of purchase. After this time, we’ll do our best, but we can’t guarantee the change can be made once processing begins.
Absolutely! If an item is sold out, you’ll often have the option to pre-order it. Just look for the ‘Pre-order’ button on the product page. We’ll keep you updated on the estimated shipping date and notify you when it’s on its way.
Our aim at HobbyHund is to be more than just a store; we’re creating a community, a tribe of dog lovers who believe in a richer life with our four-legged friends. Join us in this journey, and let’s make every bark and bound a testament to the love we share for our dogs.