Politique d’expédition

Shipping Policy

Last updated: 17 April 2026

At Zepawo, we want your order to arrive quickly, safely, and in perfect condition, ready to make tails wag. Below you'll find everything you need to know about how we ship, how long it takes, and what to do if something goes wrong.

1. Where We Ship

We currently ship to all 27 countries of the European Union, including:

Spain, France, Germany, Italy, Portugal, Netherlands, Belgium, Luxembourg, Ireland, Austria, Denmark, Sweden, Finland, Poland, Czech Republic, Slovakia, Slovenia, Hungary, Romania, Bulgaria, Greece, Croatia, Estonia, Latvia, Lithuania, Cyprus, and Malta.

If you'd like to ship to a destination not listed here, please contact us at support@zepawo.com and we'll do our best to help.

2. Where Your Order Ships From

Orders are dispatched from our fulfilment partners' warehouses located within the European Union, primarily in Spain. This means no customs fees, no import duties, and faster delivery for customers across the EU.

3. Order Processing Time

Once your order is placed, we get to work right away:

  • Processing time: 24–48 business hours
  • Business days: Monday to Friday, excluding Spanish public holidays
  • Weekend orders: Orders placed on Friday afternoons, weekends, or holidays are processed the next business day

You'll receive an Order Confirmation email as soon as your order is placed, and a Shipping Confirmation email with tracking details the moment your parcel is on its way.

During peak periods (Black Friday, Christmas, sales events), processing may take slightly longer. We'll keep you updated if that's the case.

4. Estimated Delivery Times

Delivery times are counted in business days after dispatch (not after ordering):

Destination Estimated Delivery
🇪🇸 Spain (mainland) 2–5 business days
🇫🇷 France, 🇩🇪 Germany, 🇮🇹 Italy, 🇵🇹 Portugal 3–7 business days
🇧🇪 Belgium, 🇳🇱 Netherlands, 🇱🇺 Luxembourg, 🇦🇹 Austria 4–8 business days
Rest of the EU 5–10 business days
Spanish islands (Balearic, Canary Islands), Ceuta & Melilla 5–10 business days

⚠️ Please note: These are estimates, not guarantees. Delivery times can vary due to carrier workload, weather, customs (for Canary Islands, Ceuta, and Melilla), public holidays, or other factors outside our control.

5. Shipping Costs

Shipping costs are calculated automatically at checkout based on:

  • Your delivery address
  • The size and weight of your order
  • The shipping method selected

All prices displayed on our website include VAT where applicable. The final shipping cost will be shown clearly before you confirm and pay for your order, no hidden fees.

Oversized and Heavy Items

Some products, such as large pet beds, transport crates, cat trees, and other bulky or heavy items, may incur additional shipping costs due to their size, weight, or handling requirements. These charges are:

  • Calculated automatically at checkout based on the destination and dimensions of the item
  • Clearly shown before you confirm your order, so there are no surprises
  • Not covered by free shipping promotions, unless explicitly stated

For certain oversized or heavy items, delivery may be limited to specific EU countries. If shipping to your location isn't available at checkout, please contact us at support@zepawo.com for a custom quote.

Free Shipping Promotions

From time to time, we offer free shipping promotions or thresholds (for example, free delivery over a certain order value). Unless otherwise stated, these promotions apply to standard-sized parcels only and exclude oversized or heavy items. Check our homepage or sign up to our newsletter for the latest offers.

6. Carriers We Work With

We partner with trusted European carriers to get your order to you safely:

  • GLS
  • SEUR / DPD
  • Correos Express
  • DHL
  • UPS
  • Other regional and national carriers, depending on your location

The carrier used for your order will be specified in your Shipping Confirmation email along with your tracking number.

7. Tracking Your Order

Once your order ships, you'll receive an email with a tracking link so you can follow your parcel every step of the way.

If you haven't received your tracking number within 3 business days of placing your order, please check your spam folder or contact us at support@zepawo.com.

8. Delivery Issues

Delayed Delivery

Most parcels arrive within the estimated windows, but occasionally carriers experience delays. If your order hasn't arrived within the estimated timeframe:

  1. Check the tracking link for the latest updates
  2. Check with neighbours or your local collection point
  3. Contact the carrier directly using your tracking number
  4. If you still need help, email us at support@zepawo.com and we'll investigate

Lost Parcels

If your tracking hasn't updated for more than 10 business days or the carrier confirms your parcel is lost, please contact us at support@zepawo.com. We'll open an investigation with the carrier and either send a replacement or issue a full refund, whichever you prefer.

Damaged Parcels

If your parcel arrives visibly damaged, please:

  1. Take photos of the packaging before opening if possible
  2. If you can, note the damage with the carrier at the moment of delivery
  3. Contact us within 48 hours of delivery at support@zepawo.com with photos of the packaging and the product

We'll arrange a replacement or refund at no extra cost to you. For full details, see our [Return & Refund Policy].

Incorrect Address

Please double-check your shipping address at checkout. If an order is returned to us because of an incorrect or incomplete address, we'll contact you to arrange re-shipment, though additional shipping costs may apply.

Failed Delivery Attempts

If you're not home when the carrier attempts delivery, they'll usually leave a note with instructions for collection or rescheduling. If the parcel is returned to us after multiple failed delivery attempts, we'll reach out to arrange re-shipment (extra shipping may apply) or a refund (excluding original shipping costs).

9. Transfer of Risk

Under Spanish consumer law, the risk of loss or damage passes to you when the parcel is physically delivered to you or to someone you've nominated to receive it. However, if the parcel is lost or damaged in transit before delivery, we'll take care of it, that's our responsibility, not yours.

10. Your Consumer Rights

Nothing in this Shipping Policy limits your statutory rights as a consumer under Spanish and EU law, including:

  • The right to receive your order within 30 days of ordering unless otherwise agreed
  • The right to cancel your order and receive a full refund if we fail to deliver within that time after a reasonable additional period
  • Your 14-day right of withdrawal (see our [Return & Refund Policy])
  • The 3-year legal guarantee of conformity for defective products

11. Changes to This Policy

We may update this Shipping Policy from time to time to reflect changes to our carriers, delivery options, or legal requirements. The current version is always available on this page, and we'll update the "Last updated" date at the top whenever we make changes.

12. Contact Us

For any questions about shipping, delivery, or your order, our customer care team is here to help:

📧 Email: support@zepawo.com ⏱ Response time: within 1–2 business days

Company details: SV4 Ventures, S.L. (trading as Zepawo) NIF: B19496322 VAT: ESB19496322 Calle Molinell 6, bajo La Saïdia, CP 46010 Valencia, Spain