Orders & Payments
1. How can I place an order?
Select products, add them to your cart, go to checkout, enter your details, and choose your payment method.
2. What payment methods do you accept?
We accept Visa, Mastercard, Twint, ApplePay, GooglePay, bank transfer.
3. Is card payment secure?
Yes, your payment details are encrypted and processed securely via Shopify Payments.
4. Can I change or cancel my order after placing it?
Changes may be possible shortly after placing the order. Please contact us immediately at wufiland.pets@gmail.com. Cancellations are only possible before shipping.
5. Have I received a confirmation email?
Yes, an order confirmation will be sent to your email address shortly after purchase. Please also check your spam folder.
6. What if I cannot complete the payment?
Please try again or choose a different payment method. If you continue to experience problems, please contact our customer service.
Shipping & Delivery
1. How long will it take for my order to be delivered?
Processing takes 1-3 business days. Delivery usually takes 7-20 business days thereafter, as products are shipped directly from our international suppliers.
2. Where are the products shipped from?
To offer you a wide range of products at fair prices, we ship our items directly from our suppliers, who are mainly located in non-EU countries.
3. Why does delivery take so long?
The longer delivery time is due to international shipping and customs clearance, as we ship directly from manufacturers to offer you the best prices.
4. Is it possible that I will receive multiple packages if I ordered multiple products?
Yes, it is possible that items come from different suppliers and therefore arrive separately and at different times.
5. How can I track the status of my order?
You will receive a tracking number by email, which you can use to track your order on our website. Updates may take 2-5 days.
6. What if my shipment is delayed or lost?
First, check the tracking. For persistent problems, contact us at wufiland.pets@gmail.com, and we will find a solution.
7. How much are the shipping costs?
We are pleased to offer free shipping for all products in our shop. There is no minimum order value and no hidden fees.
8. Do I have to pay customs duties or VAT?
For deliveries within the EU
For orders delivered to countries within the European Union, the prices shown include statutory value-added tax (VAT). No additional customs duties apply, as the products are imported directly into the EU by our suppliers.
For deliveries to Switzerland
For deliveries to Switzerland, the prices displayed on our website are exclusive of Swiss value-added tax (VAT) and any customs duties. According to Swiss import regulations,
these duties must be paid directly by the customer upon receipt of the shipment, provided the value of the goods exceeds certain thresholds (currently, the threshold below which no
VAT is levied is CHF 5 in VAT due, which corresponds to a goods value of approximately CHF 62 to CHF 192, depending on the VAT rate). We recommend that you check with the Swiss customs authorities about the applicable regulations and potential costs before purchasing.
Products & Sizes
1. How do I choose the right size for my pet?
To find the right size, please use the size chart on the respective product page. You will also find measuring instructions there. If no chart is available, the size information can be found in the product description, or it is a one-size-fits-all product. We are happy to help you with any questions!
2. What materials are the products made from?
The materials are specified in the description for each product; typically, you will find information there about fabrics, fillings, and craftsmanship.
3. How do I care for clothing and accessories?
Care instructions can be found on the label of each product or in the product description. Please follow these for long-lasting durability.
4. Are the products suitable for all breeds?
Most of our products are versatile. Specific notes and restrictions can be found in the product description.
Returns & Complaints
1. How can I return items that don't fit or I don't like?
You can return unworn items within 14 days of receipt. All details can be found in our return policy on the website.
2. How do I complain about a defective item?
Please contact us immediately with photos of the defect and your order number. We will arrange a solution (replacement or refund).
3. When will I receive my money back after a return?
The refund will be processed within 5-10 business days after receipt and inspection of the returned goods.
4. Do I have to pay the shipping costs for a return?
Generally, the customer bears the cost of return shipping, unless it is a defect or an error on our part. Details can be found in the return policy.
General Questions
1. How can I contact customer service?
You can reach us by email at wufiland.pets@gmail.com or via our contact form on the website.
2. How do I sign up for the newsletter?
It's simple! Enter your email address in the footer of our website and don't miss any news or offers.
3. Do you have a physical store?
No, we are an online-only store and do not have a physical shop.
4. Are your products tested on animals?
No, we are committed to animal welfare and only work with suppliers who offer cruelty-free products.