FAQs

How can I contact Loefpets?
You can email us at info@loefpets.com, where our customer service team is happy to assist you with any questions!

Do you ship worldwide?
Yes.

Where do you ship from?
We ship from Hong Kong.

Can I change or cancel my order?
Because we want to process orders as quickly as possible, you must report changes or cancellations within 12 hours after placing your order. All requests after this time will be denied. Your order can be returned for a full refund after receipt.

Which payment methods do you accept?
We accept all major credit cards (VISA, Mastercard, AMEX) and PayPal.

When will my order be processed?
All orders are processed and shipped from our warehouse. Please allow extra processing time during holidays and sale periods. We process orders from Monday to Friday. Orders are processed within 1–3 business days from the order date and shipped the following day. Note: we do not ship on weekends.

How long does it take to receive my order?
Due to high demand, it may take 1-2 weeks for your order to arrive.

What if I do not receive my order?
If you have not received your order within 30 days of shipping, you are entitled to a full refund.

Will I be charged import duties and taxes?
The prices listed on our website are tax-free and displayed in Euro. This means you may have to pay import duties and taxes once your order reaches your country. These costs are determined by your local customs office. Payment of these duties and taxes is your responsibility and will not be reimbursed by us. We are also not responsible for delays caused by customs in your country. For more information, you can contact your local customs office.

How can I return an item?
Contact us at info@loefpets.com.

What if the item I received is defective, incorrect, or damaged?
Please contact us if you have received an incorrect, defective, or incomplete item. Please include your order number, photos of the product, and all relevant details as soon as you receive the package. We will do our best to assist you as quickly as possible.

When will I receive my refund?
All refunds are credited via the original payment method. If you paid with a credit card or debit card, the refund will be processed within 7–10 business days by the bank that issued your card. For questions about when the amount will be in your account, you can contact your bank or credit card company.
Haven't you received your refund yet? Contact your bank or credit card company; it sometimes takes a while for the amount to be visible.