SHIPPING POLICY
SHIPPING POLICY
Last updated: 24.10.2025
1. SHIPPING ZONES
We currently ship to the following destinations:
- United States (all states)
- Switzerland (all cantons)
We do not deliver to other countries at this time. Any order placed from a non-served country will be cancelled and refunded.
2. SHIPPING COSTS
FREE SHIPPING on all orders, regardless of destination (United States or Switzerland).
Standard shipping costs are included. No additional shipping fees will be charged at checkout.
3. DELIVERY TIMES
3.1 Estimated delivery times
Delivery times are estimated between 10 and 20 business days from the date of order confirmation, depending on your location:
- United States: 10-20 business days
- Switzerland: 10-20 business days
Important: These times are estimates and may vary depending on:
- Product availability
- Our supplier's processing times
- Weather conditions
- Customs delays
- Peak periods (holidays, sales, etc.)
- Unforeseen events (strikes, pandemics, natural disasters, etc.)
3.2 Order processing
- Processing time: 1-3 business days after payment confirmation
- Shipping: Once the order is processed, it is shipped from our supplier's warehouse
- Notification: You will receive a shipping confirmation email with a tracking number as soon as your package is shipped
4. SHIPPING ORIGIN
Our products are shipped from abroad, primarily from:
- China
- Europe (depending on products)
Products are NOT shipped from Switzerland. They come directly from our international suppliers' warehouses.
Important consequence: Due to the international origin of our shipments, customs fees and import taxes apply (see section 5).
5. CUSTOMS FEES, TAXES AND IMPORT DUTIES
5.1 DDU Model (Delivered Duty Unpaid)
We ship under the DDU (Delivered Duty Unpaid) model, which means:
THE CUSTOMER IS RESPONSIBLE FOR PAYMENT OF ALL CUSTOMS FEES, IMPORT TAXES AND DUTIES.
These fees are NOT INCLUDED in the product price displayed on our website or in your order total at checkout.
5.2 For customers in the UNITED STATES
a) Sales Tax
- At checkout: No sales tax is currently charged at checkout (we have not yet reached the tax nexus threshold in US states).
- Future changes: If we reach the nexus threshold in your state, sales tax will be automatically added at checkout and clearly indicated before payment.
b) Customs fees and import duties
Since products are shipped from abroad, customs fees and import duties will be charged by the carrier upon delivery.
Estimated amount: Generally between 10% and 25% of the declared product value, depending on:
- Product category
- Order value
- Current customs regulations
- Your state of residence
Concrete example:
- Product price paid: $120
- Estimated customs fees: $12 - $30
- Total to pay to carrier: $12 - $30
Payment: These fees are payable directly to the carrier (UPS, FedEx, USPS, etc.) at the time of delivery or before package release.
Important: Refusal to pay customs fees will result in the package being returned to sender. No refund will be issued in this case (see section 9).
5.3 For customers in SWITZERLAND
a) VAT (Value Added Tax)
- Our status: We are NOT registered for VAT in Switzerland.
- At checkout: No VAT is charged on our website.
- Displayed prices: Prices displayed are excluding VAT.
b) Customs fees and import VAT
Since products are shipped from abroad, customs fees and Swiss VAT will be charged by the carrier or Swiss customs upon delivery.
Estimated amount:
- Swiss VAT: 8.1% of product value (standard rate 2024)
- Customs duties: Variable depending on product category (generally 0-10%)
- Clearance fees: Carrier administrative fees (generally CHF 10-30)
Concrete example:
- Product price paid: CHF 100
- VAT (8.1%): CHF 8.10
- Customs duties (estimated 5%): CHF 5.00
- Clearance fees: CHF 15.00
- Total to pay to carrier: CHF 28.10
Payment: These fees are payable directly to the carrier or Swiss Post at the time of delivery or before package release.
Important: Refusal to pay customs fees will result in package return. No refund will be issued in this case (see section 9).
5.4 Customer responsibility
BY PLACING AN ORDER ON OUR WEBSITE, YOU ACKNOWLEDGE AND EXPRESSLY ACCEPT THAT:
✓ You are informed that products are shipped from abroad ✓ You are responsible for payment of all customs fees, taxes and import duties ✓ These fees are not included in the product price ✓ These fees are payable to the carrier, not to our store ✓ The exact amount of these fees cannot be determined in advance with precision ✓ Refusal to pay these fees will result in loss of your order without refund
We cannot calculate the exact amount of customs fees in advance. The estimates provided are indicative only.
6. ORDER TRACKING
6.1 Tracking number
Once your order is shipped, you will receive:
- A shipping confirmation email
- A tracking number
- A tracking link to track your package in real-time
6.2 Real-time tracking via Shop app
You can track your order in real-time via the Shop app (available on iOS and Android):
- Download the Shop app on your smartphone
- Log in with the email address used for your order
- Your order will automatically appear in the app
-
You will receive push notifications at each delivery stage:
- Order confirmed
- Package shipped
- In transit
- Customs clearance
- Out for delivery
- Delivered
Shop app benefits:
- Real-time tracking of all your orders
- Instant notifications
- Order history
- Simplified purchase management
6.3 Tracking activation delay
The tracking number may take 24 to 72 hours after shipping to be activated and display tracking information.
If your tracking number shows no information after 72 hours, contact our customer service.
7. CARRIERS
We work with several international carriers depending on your destination:
United States:
- USPS (United States Postal Service)
- UPS
- FedEx
- DHL
Switzerland:
- Swiss Post
- DHL
- UPS
- FedEx
The carrier is automatically selected by our supplier based on your address and availability.
8. DELIVERY ISSUES
8.1 Lost package
If your package is marked as "delivered" but you haven't received it:
- Check with your neighbors, building manager, or mailbox
- Contact the carrier with your tracking number
- Contact our customer service within 48 hours of the indicated delivery date
We will open an investigation with the carrier. If the package is confirmed lost, we will proceed with a replacement or refund.
8.2 Damaged package
If your package arrives damaged:
- Take photos of the package and its contents immediately
- Do not discard the packaging
- Contact our customer service within 48 hours with photos
We will assess the situation and proceed with a replacement or refund as appropriate.
8.3 Incorrect address
If you provided an incorrect or incomplete address:
- Contact us immediately after placing your order
- If the package hasn't been shipped yet, we can modify the address
- If the package has already been shipped, we cannot modify the address
- Reshipping costs will be at your expense
We are not responsible for undelivered packages due to an incorrect address provided by the customer.
8.4 Delivery delay
If your order doesn't arrive within the estimated timeframe (10-20 business days):
- Wait 25 business days before contacting us
- Check your package tracking on the Shop app
- If the package is stuck in customs, contact the carrier directly
Delays due to customs, weather conditions, or unforeseen events are beyond our control.
9. DELIVERY REFUSAL OR REFUSAL TO PAY CUSTOMS FEES
ATTENTION - IMPORTANT CLAUSE:
9.1 Right of withdrawal
For customers in SWITZERLAND: In accordance with Swiss consumer protection law, you have a 14-day right of withdrawal from receipt of the product.
For customers in the UNITED STATES: Our voluntary return policy allows you to return products within 30 days of receipt.
9.2 Refusal to pay customs fees
If you refuse to pay customs fees to the carrier, the package will be automatically returned to sender.
Financial consequences:
You will receive a partial refund calculated as follows:
Product price paid
MINUS:
- ❌ International return shipping costs: [actual amount, typically 30-50% of product price]
- ❌ Processing and restocking fees: 15% of product price (USA only)
- ❌ Customs fees incurred by our company (if applicable)
Concrete example for Switzerland:
- Product price paid: CHF 100
- International return costs: CHF 40
- Final refund: CHF 60
Concrete example for USA:
- Product price paid: $120
- International return costs: $50
- Restocking fees (15%): $18
- Final refund: $52
IMPORTANT:
- Customs fees that YOU paid to the carrier are NOT refundable (these fees go to customs authorities, not to our store)
- Refund will be processed within 14 days of receiving the returned product
- Refusal to pay customs fees may result in a very reduced or even zero refund if return costs exceed the product price
9.3 Voluntary return (within withdrawal period)
If you wish to return the product under your right of withdrawal:
Procedure:
- Contact our customer service within the legal timeframe (14 days for Switzerland, 30 days for USA)
- Return the product at your expense to the address provided
- Product must be in original condition, unused, with intact packaging
Refund:
- ✅ Product price: Fully refunded
- ❌ International return shipping: At your expense (not refunded)
- ❌ Customs fees paid: Not refundable
- ❌ Initial shipping costs: Not refunded (free shipping is a service offered, not a charged cost)
Refund timeline: Refund will be processed within 14 days of receiving and verifying the returned product.
9.4 Package abandonment
If you do not claim your package from the carrier or are unreachable:
- Package will be returned after 2 delivery attempts
- Same partial refund conditions apply (section 9.2)
- Additional storage fees may apply if package remains unclaimed for more than 30 days
9.5 Product refused due to defect or non-conformity
If you refuse the package due to a product defect or non-conformity with your order:
- Immediately contact our customer service with evidence (photos, description)
- A full refund will be issued (product + customs fees if we are responsible)
- No fees will be deducted if the error is on our part
BY PLACING AN ORDER, YOU ACKNOWLEDGE AND ACCEPT:
- ✓ Having been informed of applicable customs fees
- ✓ Understanding that refusal to pay these fees will result in significant costs
- ✓ Accepting that international return costs will be deducted from any refund
- ✓ Having read and understood the refund conditions above
10. DISCLAIMER
10.1 Limitations of liability
Woof & Miaou Shop cannot be held responsible for:
❌ Delivery delays caused by:
- Postal services or carriers
- Customs (inspections, clearance delays)
- Weather conditions
- Strikes, labor disputes
- Natural disasters
- Pandemics or health crises
- Force majeure events
- Peak periods (holidays, sales)
❌ Customs fees and taxes:
- The exact amount of customs fees
- Exchange rate variations
- Changes in customs regulations
- Carrier administrative fees
- Local or regional taxes
❌ Customer-related issues:
- Incorrect or incomplete delivery address
- Recipient absence during delivery
- Refusal to pay customs fees
- Refusal to receive the package
- Failure to claim package from carrier
❌ Issues beyond our control:
- Loss or theft of package after confirmed delivery
- Damage caused by carrier (unless reported within 48h)
- Customs restrictions or import prohibitions
- Seizure of goods by customs
10.2 Estimates and indicative information
All information provided regarding:
- Delivery times
- Estimated customs fees
- Applicable taxes
- Clearance fees
is INDICATIVE and NON-CONTRACTUAL. It is provided for informational purposes only and may vary depending on circumstances.
10.3 Customer responsibility
The customer is solely responsible for:
- Checking their country's customs regulations
- Ensuring that ordered products can be legally imported
- Paying all required customs fees, taxes and duties
- Providing a correct and complete delivery address
- Being available to receive the package
- Contacting the carrier in case of delivery issues
10.4 Acceptance of terms
BY PLACING AN ORDER ON OUR WEBSITE, YOU DECLARE THAT YOU HAVE READ, UNDERSTOOD AND FULLY ACCEPTED THIS SHIPPING POLICY.
You specifically acknowledge: ✓ That products are shipped from abroad ✓ That customs fees will apply ✓ That these fees are your responsibility ✓ That delivery times are estimates ✓ That we are not responsible for delays beyond our control ✓ That refusal to pay customs fees will result in loss of your order
11. CONTACT
For any questions regarding your shipment, contact our customer service:
Email: contact@woofmiaoushop.com Hours: Monday - Friday, 9:00 AM - 5:00 PM (Swiss time)
Response time: We commit to responding to all inquiries within 48 business hours.
Woof & Miaou Shop
Last updated: 24.10.2025