Customer service

Shipping policy

Everything about ordering, shipping and returns at PINO, written as clearly as we can.

All policies

SHIPPING RATES
Free shipping on all orders of €100 or more within Belgium, the Netherlands, Germany and Luxembourg.

Standard shipping rates:

  • Belgium: €7.95
  • Netherlands, Germany, Luxembourg: €8.95
  • Austria, Denmark, France, Monaco: €10.95
  • Czech Republic, Hungary, Italy, Poland, Slovakia, Slovenia: €14.95
  • Croatia, Finland, Ireland, Romania, Spain, Sweden: €24.95
  • Bulgaria, Estonia, Greece, Latvia, Lithuania, Norway, Portugal: €31.95
  • United Kingdom: €16

ORDERS OUTSIDE THE EU
For deliveries outside the European Union (such as Norway or the United Kingdom), import duties, taxes and customs fees may apply in the country of destination. These are not included in our prices or shipping rates and are paid by you on delivery, unless they were charged at checkout. If a shipment is refused or not collected, we refund the order after deducting the costs we incurred (shipping, return shipping and any customs charges). More information can be found in our Terms of Service (Article 9).

United Kingdom: orders to the UK require a minimum order value of €170 and are shipped with FedEx. UK import VAT and any handling fees are collected by the carrier on delivery.

RETURNS FROM OUTSIDE THE EU
Returns from outside the European Union are at your own expense. Please contact us before sending anything back, and mark the parcel clearly as a return ("returned goods") so no new import duties are charged when it arrives in Belgium. Any duties, taxes or customs fees charged to us on a return will be deducted from your refund. Import duties and taxes you paid on delivery are not refunded by us; you may be able to reclaim them from the customs authority in your country.

WHEN WILL MY PARCEL BE SHIPPED?
Once we have received your payment, your parcel is usually shipped within 2 to 4 working days. Our products are handmade in small batches, which lets us guarantee their quality. Working days exclude weekends and public holidays.

HOW DO I KNOW MY PARCEL HAS BEEN SHIPPED?
As soon as your parcel is on its way, you will receive an email with a tracking code.

HOW CAN I PAY?
You can pay securely with Bancontact, Visa, Mastercard or PayPal.

Questions about your shipment? Contact us at suzan@pinopets.com.

WHOLESALE CUSTOMERS (B2B)
The shipping rates and free shipping above apply to consumer orders only. If you order with a wholesale account:
- Your shipping rates are calculated separately and shown at checkout.
- Orders placed through the wholesale portal are paid at checkout.
- Orders above 200 kg cannot be placed online. Email us at hello@pinopets.com and we will arrange pallet shipping.
- For deliveries outside the EU, import duties, taxes and customs fees are paid by you on delivery.

Questions about a wholesale order? Contact us at hello@pinopets.com.

Still a question?

Mail us at hello@pinopets.com. A real person replies, usually within one working day.

Read the FAQ

Shipping policy

SHIPPING RATES
Free shipping on all orders of €100 or more within Belgium, the Netherlands, Germany and Luxembourg.

Standard shipping rates:

  • Belgium: €7.95
  • Netherlands, Germany, Luxembourg: €8.95
  • Austria, Denmark, France, Monaco: €10.95
  • Czech Republic, Hungary, Italy, Poland, Slovakia, Slovenia: €14.95
  • Croatia, Finland, Ireland, Romania, Spain, Sweden: €24.95
  • Bulgaria, Estonia, Greece, Latvia, Lithuania, Norway, Portugal: €31.95
  • United Kingdom: €16

ORDERS OUTSIDE THE EU
For deliveries outside the European Union (such as Norway or the United Kingdom), import duties, taxes and customs fees may apply in the country of destination. These are not included in our prices or shipping rates and are paid by you on delivery, unless they were charged at checkout. If a shipment is refused or not collected, we refund the order after deducting the costs we incurred (shipping, return shipping and any customs charges). More information can be found in our Terms of Service (Article 9).

United Kingdom: orders to the UK require a minimum order value of €170 and are shipped with FedEx. UK import VAT and any handling fees are collected by the carrier on delivery.

RETURNS FROM OUTSIDE THE EU
Returns from outside the European Union are at your own expense. Please contact us before sending anything back, and mark the parcel clearly as a return ("returned goods") so no new import duties are charged when it arrives in Belgium. Any duties, taxes or customs fees charged to us on a return will be deducted from your refund. Import duties and taxes you paid on delivery are not refunded by us; you may be able to reclaim them from the customs authority in your country.

WHEN WILL MY PARCEL BE SHIPPED?
Once we have received your payment, your parcel is usually shipped within 2 to 4 working days. Our products are handmade in small batches, which lets us guarantee their quality. Working days exclude weekends and public holidays.

HOW DO I KNOW MY PARCEL HAS BEEN SHIPPED?
As soon as your parcel is on its way, you will receive an email with a tracking code.

HOW CAN I PAY?
You can pay securely with Bancontact, Visa, Mastercard or PayPal.

Questions about your shipment? Contact us at suzan@pinopets.com.

WHOLESALE CUSTOMERS (B2B)
The shipping rates and free shipping above apply to consumer orders only. If you order with a wholesale account:
- Your shipping rates are calculated separately and shown at checkout.
- Orders placed through the wholesale portal are paid at checkout.
- Orders above 200 kg cannot be placed online. Email us at hello@pinopets.com and we will arrange pallet shipping.
- For deliveries outside the EU, import duties, taxes and customs fees are paid by you on delivery.

Questions about a wholesale order? Contact us at hello@pinopets.com.